Server Management Service Details

hastywittedmarriedInternet και Εφαρμογές Web

8 Δεκ 2013 (πριν από 3 χρόνια και 8 μήνες)

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Server Management

Service Details

Release date:
18
.
0
7
.201
3



Intro

This document provides a reference point for customers regarding the set of
services that this covers and more importantly what it does not cover.



Table of Contents

Troubleshooting

versus non
-
emergency
changes/consultancy

1

Plans

1

Scope of activities

1

Enable/
D
isable
Server Management

1

Enterprise
A
pplication
S
tack
S
upport

1

Backup

1

Unsupported Activities

1

Unsupported Software

1

Security

1

Client’s Server
A
ccess

1

Release
M
anagement
T
ools

1

Dedicated Admin List of activities

1

Operating
S
ystems
S
upport

1

Virtualization
S
upport

1


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Linux Software

2

Databases (Linux)

2

Web Servers (Linux)

2

Web D
ata
B
ase

Administration tools

2

Programming Languages (scripts) (Linux)

2

Mail
S
ervers (Linux)

11

Anti
-
S
pam and
A
nti
-
V
irus (Linux)

2

FTP Server (Linux)

2

Load Balancing (cluster) (Linux)

2

Other software (Linux)

2

Version
C
ontrol
S
oftware (Linux)

2

Microsoft Windows Software

2

Databases (
W
indows)

2

Web Servers (Windows)

2

Programming Languages (Windows)

2

Statistics for web servers (Windows)

2

Mail Serve
rs (Windows)

2

Anti
-
Virus & Anti
-
Spam (Windows)

2

FTP Server (Windows)

2

Other Software (Windows)

2








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Troubleshooting versus non
-
emergency
change
s/consultancy


There is an important distinction to be made between troubleshooting and
non
-
emergency changes or consultancy services. With the
Server
management

service we offer you peace of mind. Your problems will be
solved regardless of when they will
occur. Our job is to maintain you
r

system so that it does not fail. If it fails
,

we fix it regardless of how many
hours of work this
will imply
. Each service like Dedicated Servers,
Virtual
Dedicated Servers (
VDS
)

or cloud will have an SLA contract that we

must
also satisfy
.

W
e believe that 24/7 troubleshooting is essential to achieving
that level of SLA. This requires skilled dedicated personnel to be available on
call at any time, hence the name of the service.


Any other change, update of the server, OS
, app or pure consultancy is
regarded as non
-
emergency intervention and is subject to a fee depending
on the time spent by our personnel.


Plans

L
evel 1 Technical S
upport

Availability

24/7/365


Emergency Intervention Time

0h 5m 0s


24/7/365 Monitorin
g & Alerting

Included


Scope of work

O
utside the boundary
of the server/vm


Cost

F
ree

S
erver/vm
-
hour




Standard
Server Management

Availability

24/7/365


Emergency Intervention Time

0h 10m 0s


Troubleshooting incidents

Unlimited


24/7/365 Monitorin
g & Alerting

Included


Non
-
emergency changes/consultancy
services included

2h 0m 0s


Scope of work

O
utside the boundary
of the client’s
application


Cost (per server(vm)
-
hour/month)



195 EUR





Extra non
-
emergency changes/consultancy
services

€39

/30 minutes


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Enterprise
Server Management

Availability

24/7/365


Emergency Intervention Time

0h 10m 0s


Troubleshooting incidents

Unlimited


24/7/365 Monitoring & Alerting

Included


Non
-
emergency changes/consultancy
services included

10
h 0m 0s


Sco
pe of work

C
omplex enterprise
application stack
support


Cost (per
server
[
vm
]
-
hour/month)



295 EUR


Extra non
-
emergency changes/consultancy
services

€39

/30 minutes



Scope of activities



1.

The Level 1 support team will handle all issues not crossing the OS
boundary. They will not log into the OS for any operation.

2.

The
Server Management

Team

will handle all issues up to the client’s
application boundary. The purpose of the
Server Management

Team
is
to manage the OS and keep the client’s application within the
parameters specified by the client
,

if possible.

3.

Th
e client’s application, his fil
es content, operations, architecture,
queries and overall application behavior is the client’s own
responsibility.



Enable/D
isable
Server Management Team


Because managing a server involves understating the client’s application, or
preparing the server t
o run the client’s application, which can take a long
time and a lot of effort,
the Server Management service

cannot be disabled.


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Enterprise application stack support


Enterprise customers often have requirements which are more complex in
terms of appli
cation entities that need to work together
,

as well as in terms
of specific details such as
limits

or specific kernel modules. These
applications are supported to the extent that we are able to understand the
client’s infrastructure
.

This

can take time and

it
is possible

that not every
request can be implemented. The client must take the time to work with our
Server Management

team in order for both parties to understand the
technology stack and the specific requirements.


Backup


Backup is a different serv
ice than
Server Management
. It is provided only if
the user has acquired a specific backup package. Consult our website
[www.
hostway
.
ro
]
for more information. The following activities are covered
through our R1Soft backup solution:



Scheduling backups



Resto
ration of one or more files from a backup



Complete server restoration from a backup



Possibility to backup an external server with the R1Soft Solution. We
cannot provide support regarding the installation and configuration of
the R1Soft agent on the externa
l server.


Unsupported Activities


As previously mentioned
,

the range of responsibility after the
application
boundary

is t
he client’s sole responsibility.

This range includes:




Debugging programming issues for PHP, Java, Perl or any other
programming lan
guage




Solving non
-
server configuration issues




Architectural issues




Script performance issues

Also we do not:



C
ompile kernels from source



U
pdate operating systems to major versions


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Unsupported Software


If a specific software is not listed then it is

considered unsupported. We can
manage unsupported software as well but it usually requires some research
time and the subsequent management is done with no warranty. If there are
problems related to the unsupported software
,

the SLA is not considered to
b
e breached.


Security


Server and installed services are
under the responsibility of the customer
.
We do not do periodic security updates due to the instability this might
cause
. We do offer a security audit and we can fix the issues
but only upon
request

and are under the same working hours conditions depending on the
client’s package.
The clients should periodically ask for this security audit.


Client’s Server
A
ccess


The clients are not allowed to remotely connect to the root/Administrator
account of
a managed server. Custom accounts with limited temporary
access can be arranged if required.


Release management tools


We do not currently support release management or continuous integration
tools such as Capistrano, Chef or Puppet
,

but we can help
you
choose a
method of release that would satisfy the requirements. Clients are
encouraged to use a
versioning system

for any intermediate release system
so that releases can be easily reverted. We recommend the simple
BlueGreenDeployment
1

pattern.





1

http://www.martinfowler.com/bliki/BlueGreenDeployment.html


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Server
Management

-

List of activities


There are four major activity types that we can do for a customer:



Installation and default configuration



Advanced Configuration



Debugging and problem analysis



Software update


The Default installation and configuration c
ategory includes the basic
installation of the operating system or software. The basic configuration
(default) is also implemented.


By default, software installation is supported only through the standard
mechanism of the operating system (yum

for CentOS,

apt
-
get for Debian

etc.) or via the
C
ontrol
P
anel. When a
C
ontrol
P
anel is installed, the software
installation must be done via

the standard mechanism of the C
ontrol
P
anel.


Any additional configuration of the operating system or software is classified
a
s an advanced configuration. For example, updating the rules of a
F
irewa
ll,
installing SSL certificates

etc.


The Debugging and problem analysis category includes the monitoring of a
problem via the log files, the search for causes of server overloading,
r
estarting a service, an emergency investigation in case of failure etc.


Regarding the

installation, the software update is supported via the standard
mechanism of the operating system or the
C
ontrol
P
anel. When the
C
ontrol
P
anel is installed, the software

update must be done via the standard
mechanism at the
C
ontrol
P
anel.


In addition, some activities may be included in m
ore than one category at a
time. F
or
example:



The migration of a standard server or site: Default Installation or
Configuration, Advance
d Configuration



Performance Tuning and Server Optimization. Advanced Configuration,
Debugging and problem analysis



Verification and optimization of server's security. Advanced
Configuration, Debugging and problem analysis


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If the client doesn’t know whic
h software he needs to manage, a free
evaluation can be made
in order to see if

we can manage the specific setup.

Note: All activities are restricted to the application boundary. No intervention
is made onto the code itself under any circumstance unless it

is a basic
configuration setting in a configuration file.

Architectural design is supposed to be done prior to the administration of a
site. Nevertheless
,

we offer counseling within the hours provided if a setup
needs to be improved
,

but only if debuggin
g and problem analysis is
supported for the entire stack of technologies involved.

If the application or operating system is not listed
,

then it is considered
unsupported.

Operating
S
ystems
S
upport


Below you will find

a list of supported items for dedic
ated server customers
who have opted for our administration packages. The operating systems and
software not included in this
list

should be considered as unsupported.

OS

Default
installation and
configuration

Advanced
configuration

Debugging and
problem
a
nalysis

Software
update

CentOS/Redhat

yes

yes

yes

yes

Ubuntu

yes

yes

yes

yes

Debian

yes

yes

yes

yes

Windows 2003

yes

yes

yes

yes

Windows 2008 R2

yes

yes

yes

yes

FreeBSD

yes

yes

yes

yes

cP
anel/WHM

yes

yes

yes

yes

Parallels Plesk for
Linux

yes

yes

ye
s

yes

Parallels Plesk for
windows

yes

yes

yes

yes



Note: Only minor versions are considered for upgrades. Major version
upgrades are considered migrations
.



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Virtualization
S
upport


We support the following virtualization platforms, both as standalon
e servers
via the client tools as well as aggregated into private cloud platforms.


Hypervisor

Default
installation and
configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

ESX(i)

yes

yes

yes

yes

Xen

yes

yes

yes

yes

KVM

yes

yes

yes

yes

Hyper
-
V

yes

yes

yes

yes

OpenStack

yes

no

no

no

Linux Software

Databases (Linux)


DB Linux

Default
installation and
configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

MySQL

yes

yes

yes

yes

PostgreSQL

yes

no

no

no


The following problems, given as an example, are covered by
MySQL:



Connection problems



Privilege Management



Replication to a second server database


The following problems are not covered:



Database Optimization


Web Servers (Linux)


Web Server
s
(Linux)

Default
installation and
configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

Apache

yes

yes

yes

yes

Apache
-

mod
_bandwidth

yes

yes

no

yes

Apache mod_cgi

yes

yes

no

yes


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Apache mod_Mono

yes

no

no

yes

Apache
-

mod_perl

yes

yes

no

yes

Apache mod_ssl

yes

yes

yes

yes

Apache
mod_suPHP

yes

yes

yes

yes

Apache
-

mod_unique_id

yes

no

no

yes

Apache
-

.htaccess

yes

yes

yes

yes

Apache
-

SSI

yes

yes

yes

yes

Apache
-

suExec

yes

yes

yes

yes

Apache
-

CGI Wrap

yes

no

no

yes

Apache
-

MPM

yes

yes

yes

yes

Apache
-

Virtual
Host

yes

yes

yes

yes

Apache
-

Tomcat

yes

yes

yes

yes

Lighthttpd

yes

yes

yes

yes



Web D
ata
B
ase

Administration tools


Web DB Admin
tools

Default
installation and
configuration

Advanced
configuration

De
bugging
and problem
analysis

Software
update

Comments

phpMyAdmin

yes

yes

yes

no

included with
c
P
anel

phpPgAdmin

yes

no

yes

no

included with
cPanel



Programming Languages (scripts) (Linux)


Programming
languages Linux

Default
installation and
configurat
ion

Advanced
configuration

Debugging and
problem
analysis

Software
update

Java (JDK)

yes

no

no

yes

Perl

yes

no

no

yes

Perl
-
CPAN

yes

no

no

no

PHP

yes

yes

yes

yes

PHP
-

Curl

yes

no

no

yes

PHP
-

curl
SSL

yes

no

no

yes

PHP
-

EAccelerator

yes

no

no

yes

PHP
-

ffmpeg

yes

no

no

no


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PHP
-

gd

yes

no

no

yes

PHP
-

PECL(PEAR)

yes

no

no

yes

PHP
-

suhosin

yes

no

no

yes

PHP
-

other
modules

yes

no

no

yes

Python

yes

no

no

yes

Python
-

modules

yes

no

no

yes

Ruby (ruby on
rails, using
mongrel)

yes

no

no

yes

.N
ET (in Mono)

yes

no

no

yes



Mail servers (Linux)


Mail Servers

Default
installation and
configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

Exim

yes

yes

yes

yes

Postfix

yes

yes

yes

yes

Qmail

yes

yes

yes

yes

Sendmail

ye
s

yes

yes

yes

Currier
-
imap

yes

yes

yes

yes

Dovecot

yes

yes

yes

yes

Imapd

yes

yes

yes

yes

Vpopmail

yes

yes

yes

yes

Mailman

yes

yes

yes

yes



Anti
-
spam and
A
nti
-
virus (Linux)


Web mail
interfaces

Default installation
and configuration

Advanced
configur
ation

Debugging and
problem
analysis

Software
update

Atmail *

yes

yes

yes

yes

Horde IMP*

yes

yes

yes

yes

Squirrel Mail

yes

yes

yes

yes

Roundcube *

yes

yes

yes

yes



The following problems, given as an example, are covered:



R
eceiving and sending messag
es



E
-
mail service configuration to send messages generated via a web
form installed on the same server


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Standard Software Configuration to receive mail (e.g. Microsoft
Outlook, Thunderbird)



FTP Server (Linux)


Ftp server

Default installation
and configura
tion

Advanced
configuration

Debugging and
problem
analysis

Software
update

ProFTPd

yes

yes

yes

yes

PureFTPd

yes

yes

yes

yes

vsFTPd

yes

yes

yes

yes



Load Balancing (C
luster) (Linux)


Load Balancing
(
C
luster) (Linux)

Default
installation and
configurati
on

Advanced
configuration

Debugging
and problem
analysis

Software
update

Comments

LVS

no

yes

yes

no

LVS is outdated
and we do not
support new
installations of
it, only existing
ones

HAproxy

yes

yes

yes

yes


Apache (with
mod_rewrite)

yes

yes

yes

yes


K
eepalive

yes

yes

yes

yes


DRPD

yes

yes

yes

yes


Nginx

yes

yes

yes

yes



Other software (Linux)


Other software
(Linux)

Default installation
and configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

SSH

yes

yes

yes

yes

rSy
nc

yes

yes

yes

yes

BIND

yes

yes

yes

yes

IPTables

yes

yes

yes

yes

CSF Firewall

yes

yes

yes

yes

NFS

yes

yes

yes

yes

Samba

yes

no

no

yes


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Memcached

yes

yes

no

yes

Redis

yes

no

no

yes




The following problems, given as an example, are covered:



Access o
n command line to the server via SSH



Firewall Configurations (IPTables, CSF Firewall) or blocking of IP addresses
via the hosts.deny file



Domain Names

and DNS (A, CNAME, MX, records

etc.)


Version
C
ontrol
S
oftware (Linux)


Version Control

Default installa
tion
and configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

Subversion

yes

yes

yes

yes

Git

yes

no

no

no

Perforce

yes

no

no

no



Microsoft Windows Software


Databases (W
indows)


Databases

Default installation
and config
uration

Advanced
configuration

Debugging and
problem
analysis

Software
update

Comments

Microsoft SQL
Server 2005

yes

yes

yes

yes


Microsoft SQL
Server 2008 R2

yes

yes

yes

yes


MySQL

yes

yes

yes

yes

Only for a
C
ontrol
P
anel

ODBC Connector

yes

no

yes

ye
s





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Web Servers (Windows)


Web Server

Default installation
and configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

Comments

IIS

yes

yes

yes

yes

V.

6, 7, 7.5

IIS

-

Virtual Hosts

yes

yes

yes

yes


IIS
-

URL Rewrite

yes

no

no

no


IIS

-

Administration
Pack

yes

no

no

no


IIS
-

Advanced
Logging

yes

no

no

no


IIS

-

Application
Request Routing

yes

no

no

no


IIS

-

Application
Warm
-
Up

yes

no

no

no


IIS
-
AspHTTP

yes

no

no

no


IIS
-

AspImage

yes

no

no

no


IIS

-

AspSmartUpl
oad

yes

no

no

no


IIS

-

ASPupload

yes

no

no

no


IIS

-

Bit Rate
Throttling

yes

no

no

no


IIS

-

CDO

yes

no

no

no


IIS
-

Database
Manager

yes

no

no

no


IIS
-

Dynamic IP
Restrictions

yes

no

no

no


IIS

-

FastCGI

yes

no

no

no


IIS
-

FreeASPupload

yes

no

n
o

no


IIS
-

FTP
Publishing Service

yes

no

no

no


IIS
-

IXSSO

yes

no

no

no


IIS
-

Jet 4.0

yes

no

no

no


IIS
-

JMail.Net

yes

no

no

no



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IIS
-

Live Smooth
Streaming

yes

no

no

no


IIS
-

Smooth
Streaming

yes

no

no

no


IIS
-

Manager for
Remote
Administratio
n

yes

no

no

no


IIS
-

MDAC

yes

no

no

no


IIS
-

SEO toolkit

yes

no

no

no


IIS
-
UrlScan

yes

no

no

no


IIS
-

w3JMail

yes

no

no

no


IIS
-

Web
Playlists

yes

no

no

no


IIS
-

WebDAV
Extension

yes

no

no

no


IIS
-

Windows
PowerShell Snap
-
In

yes

no

no

no


Apa
che

yes

yes

yes

yes


Apache
-
FastCGI

yes

yes

yes

yes


Apache
-

Tomcat

yes

yes

yes

yes





Programming Languages (Windows)


Programming
Languages
(scripts)

Default installation
and configuration

Advanced
configuration

Debugging and
problem
analysis

Soft
ware
update

ActivePerl

yes

no

yes

yes

ActivePerl
-

modules

yes

no

yes

no

ASP or ASP.NET

yes

no

yes

yes

CGI

yes

no

yes

yes

Java (via JDK)

yes

no

no

yes

Perl

yes

no

yes

yes

PHP

yes

yes

yes

yes

Python

yes

no

no

yes




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Statistics for
W
eb
S
ervers (W
indows)


Statistics for
webservers

Default installation
and configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

AWStats

yes

no

yes

yes

Webalizer

yes

no

yes

yes



Mail Servers (Windows)


Mail Servers

Default installation
and configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

IIS Mail

yes

yes

yes

yes

Mail Enable

yes

yes

yes

yes



Anti
-
Virus & Anti
-
Spam (Windows)


Antivirus


Anti
-
spam

Default installation
and configuration

Advanced
confi
guration

Debugging and
problem
analysis

Software
update

Parallels Premium
Antivirus

yes

yes

yes

yes

Kaspersky AV

yes

yes

yes

yes

ClamWin

yes

yes

no

yes

Spam Assassin

yes

yes

yes

yes

Horde IMP

yes

yes

yes

yes

MailEnable Web
Client

yes

yes

yes

yes



FTP Server (Windows)


FTP Servers

Default installation
and configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

FileZilla

yes

yes

yes

yes

IIS FT
P

yes

yes

yes

yes


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Other Software (Windows)


Other Software

Default instal
lation
and configuration

Advanced
configuration

Debugging and
problem
analysis

Software
update

Microsoft DNS

yes

yes

yes

yes

Windows Firewall
with Advanced
Security

yes

yes

yes

yes

BIND DNS

yes

yes

yes

yes

stunnel

yes

yes

yes

yes

Active Directory

yes

no

no

no