- Coverage; Definitions This SLA applies to only clients who have ordered Virtual Private Servers, dedicated web servers, colocation services, off-sitebackup solutions, Virtual and dedicated server mirroring solutions from BODHost (the "Company") and your account is current (i.e., not past due).
- Service Level a.Goal: BODHost is a fully managed web server hosting provider. Our goal is improve our services to our client's and resolve any issues that a client may come across with his server(s). Our support technicians are well-trained as well as experiences with web servers, operating systems, various software applications and databases. BODHost will make sure to provide complete support to clients at all times, however we can only guarantee resolution for issues in which we have necessary experience or training. Some of them are mentioned below :
Covered Issues :
Hardware :
Server Hardware installed and support under BODHost's Hardware Replacement Guaranteed
Network & Power :
Network and Power Systems monitored and maintained by BODHost covered under Network and Power
Availability SLA
Operating System :
Operating System installed with latest updates and patches. Automatic updates will be enabled on your server prior to delivery of the server login credentials. Manual updates, security patches, policy configurations, OS re-installation, troubleshooting OS issues covered for the following Operating System :
- Windows Server 2003
- Windows Server 2008
- Linux - centOS
- Linux - FedoraCore
- Red Hat Linux
- Debian
- Ubuntu
- FreeBSD
Software :
Due to various software applications available today, only a few of the software applications are specialized by our support engineers. Although, BODHost staff are well-versed with most of the software applications, but we cannot guarantee 100% resolutions other than the one's mentioned below :
- cPanel - WHM
- Fantastico De Luxe
- Webmin
- Plesk Control Panel
- DoTNetPanel
- DirectAdmin
- Helm
- Interworx
- Virtuozzo
- SQL
- MySQL
- PHP
- Apache
- IIS
- Litespeed Web Server
- APF Firewall
- CSF Firewall
- IPFW
- IPTables
- Windows Firewall
Other Issues :
BODHost provides complete support for Server Migrations, Sever audits, load balancing, Fail-over Solutions, Cluster services.
Non-Covered Issues:
BODHost will not provide technical support for any custom software applications. Only public or open source softwares will be supported. Custom-coded softwares that are installed on the server will be client's responsibility unless a custom service contract has been made with BODHost
Exceptions
BODHost will make all technical resources available in order to support their clients. However, it's client's responsibility to attempt to resolve basic issues such as adding websites, email accounts, server reboots, DNS points. BODHost reserves right to determine how much support we will provide. If a client abuses our support policies which causes degradation of level of support for other customers due to the frequency and nature of their own requests, BODHost may be required to give the abusive customers a lower level of priority in the support queue and or require payment to troubleshoot specific issues. BODHost allocates enough support staff to provide upto two hours of support per server per month.