General Conditions

Managed Backup Service

The client must ask for the backup service to be configured on his server and must specify the directories and files that will have to be backed up. Each day, a backup script is executed in order to take a snapshot of the data. The client will receive a daily email confirmation of the backup. Only the data that has changed from the previous snapshot will be updated. Most of the log and system files will be excluded from the backups. The client is responsible of reporting any errors that would be reported in the daily reports.

24/7 Emergency Procedures for Level 5 & Subscribers

For all services modified by the client or not installed by Hosting-ie's team, detailed emergency procedure must be provided for each monitored service. Emergency procedures to restart unsupported softwares and services can be provided. In the case of the failure of an unsupported service, our team will only intent to RESTART the unsupported service with the provided emergency procedure. In the case that the restart procedure would fail, you will be contacted to follow up and fix the issue with the unsupported software.

Initial Setup on Management Packages For Colocation

Installation of services must be well documented with complete compilation options. Operating System MUST be preinstalled by the client on servers in colocation.

Unsupported software support request

The customer can request support for unsupported softwares. The decision to provide or not the requested support will be at the sole discretion of Hosting-ie's staff member answering the request.

If Hosting-ie's's staff member offers some kind of support for the unsupported software, Hosting-ie's will have no responsibility whatsoever for the result. By requesting support for unsupported softwares, the client understands that Hosting-ie's might not have the necessary knowledge to answer the request correctly and in a timely manner. Hosting-ie's will have no obligation to fix, reinstall or repair damages caused by its staff members trying to answer an unsupported software support request. Furthermore, all time needed to address the issue or repair any damage caused by our staff trying to answer an unsupported software support request will be taken from the client's management package or billed at the applicable hourly rate if no more time is available. Hosting-ie's can always deny support for unsupported software support request.