Cloud Server Management and Support - Service Description

Cloud Servers Management and Support

Additional Service to „Cloud Server“ and „Virtual Cloud Data Center“


1. Service Definition

The service provides professional software support and management of Cloud servers. This is an additional service to “Cloud Server” and “Virtual Cloud Data Center”

The service is prepaid on a subscription basis with one month reporting period. The service is offered for a minimum period of one month.

2. Related Documents

2.1. General terms for the provision of telecommunication services by Neterra LTD;

2.2. Cloud Server – Service Description;

2.3. Virtual Cloud Data Center – Service Description.

3. Parameters of the Service

3.1. “Amount“ - number of the managed Cloud servers (Examples: „2“, „4“);

4. Terms of Service

4.1. The service includes the following activities:

a) configuration and periodic updates of the Cloud servers operating system with the latest available official updates;

b) installation and configuration of web servers (Apache, Nginx, Lighttpd and Microsoft IIS);

c) installation and configuration of database servers (MySQL, Microsoft SQL Server и PostgreSQL);

d) installation and configuration of server-side programming language support (PHP, Perl, Python, Ruby, ASP and ASP.NET);

e) installation and configuration of software firewalls (IPTABLES and Windows Firewall);

f) diagnosing and assistance in troubleshooting problems with Cloud servers;

g) administration of user accounts;

h) consultation and assistance via support tickets in the web based control panel and on the telephone;

i) planning and implementation of strategy for Cloud servers data backup.

4.2. The service is offered for Linux and Windows operating systems, part of the services “Cloud Server“ and „Virtual Cloud Data Center“

4.3. If a problem occurs, Neterra makes diagnosis and notifies the Client of the current status and options to bypass/ eliminate the problem.
Once the Client is familiar with the service status, they shall notify Neterra of the actions the specialists should take to bypass/ eliminate the problem.
The Client could delegate rights to Neterra, so the specialists could eliminate or bypass problems without notifying the Client.

4.4. In case the Client delegates rights to Neterra, the professionals take actions to eliminate/ bypass problems in the following conditions:

a) bypassing/ eliminating the problems is technically possible;

b) the problems are located on the Cloud server itself and bypassing/ eliminating them does not depend on outer systems and factors;

c) the actions, performed by Neterra, are not likely to affect other services on the Cloud servers;

d) the actions, performed by Neterra, are not likely to affect the integrity and confidentiality of the data on the servers.

4.5. If the conditions listed in 4.4 are not met, but there is an informed written consent of the Client, Neterra could take actions to bypass/ eliminate the problem.

4.6. If the problems are caused by outer systems and factors, Neterra notifies the Client for the causes if they are technically detectable. Neterra does not engage in eliminating those problems but it will assist the Client when possible.

4.7. Support tickets are processed during the business hours. The requests received and problems occurred in non-business hours are processed on the next business day, unless otherwise agreed.

4.8. Business hours are defined from 9 am to 5 pm from Monday through Friday. Official holidays and non-working days are considered non-working hours.

4.9. After any activity Neterra notifies the Client via the support section in the web based control panel for Cloud servers management. The notifications include:

a) a description of each action;

b) explanation of what has caused the problem (if there was a problem and its causes could be identified technically) and recommendations for preventing further problems of this kind.

5. Activation and Support

5.1. Service activation and support is performed by Technical Department.

5.2. The Client could receive assistance by sending a support ticket via the web based control panel under services “Cloud server” and “Virtual Cloud Data Center.”

5.3. In case the access to the web based control panel is impossible, the Client could contact Neterra's Network Operating Center (NOC). NOC has a 24-hour line +359 2 974 3311 and a cell phone number +359 888 929966.