Troubleshooting versus non-emergency changes/consultancy 1

boundlessbazaarServers

Dec 9, 2013 (3 years and 9 months ago)

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



Troubleshooting versus non
-
emergency changes/consultancy

1

Packages

1

Scope of activi
ties

1

Enable/disable Dedicated Admin

1

Dedicated Admin List of activities

1

Operating systems support

1

Virtualization support

1

Linux
Software

1

Databases (Linux)

1

Web Servers (Linux)

1

Web DB Administration tools

1

Programming Languages (scripts) (Linux)

1

Mail server
s (Linux)

1

Anti
-
spam and antivirus (Linux)

1

FTP Server (
Linux
)

1

Load Balancing (cluster) (Linux)

1

Other software (Linux)

1


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Version c
ontrol software (
Linux
)

2

Microsoft Windows Software

2

Databases (windows)

2

Web Servers (Windows)

2

Programming Languages (Windows)

2

Statistics for web servers (Windows)

2

Mail Servers (Windows)

2

Anti
-
Virus

& AntiSpam (Windows)

2

FTP Server (Windows)

2

Other Software (Windows)

2

Backup

2

Unsupported Activities

2

Unsupported Software

2

Security

2

Client’s Server access

2

Release managemen
t tools

2














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There is an important distinction to be made between
troubleshooting

and
non
-
emergency changes or consultancy services
. With the dedicated
admin serv
ice we offer you p
eace

of mind. Your problems will be solved
regardless of when they will occur. Our job is to maintain you system so that
it does not fail. If it fails we fix it regardless of how many hours of work this
implies. Each service like Dedicate
d Servers, VDS or cloud will have an SLA
contract that we must also satisfy so we 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 o
f 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.



L1 support

Availability

24/7/365


Emergency

Intervention Time

0h 5m 0s


24/7/365 Monitoring & Alerting

Included


Scope of work

outside the
boundary of the
server/vm


Cost

free

server/vm
-
hour




Dedicated Admin Package

Availability

24/7/365


Emergency Intervention Time

0h 10m 0s


Troubleshoo
ting incidents

Unlimited


24/7/365 Monitoring & Alerting

Included


Non
-
emergency changes/consultancy
services included

2h 0m 0s


Scope of work

outside the
boundary of the
client’s application


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

€0.14/€99.00


Extra non
-
emergency
changes/consultancy services

€39

/30 minutes


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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 Dedicated Admin Tea
m will handle all issues up to the client’s
application boundary. The purpose of the dedicated admin team is to
manage the OS and keep the client’s application within the parameters
specified by the client if possible.

3.

The client’s application, his files
content, operations, architecture,
queries and overall application behavior is the client’s own
responsibility.

Because managing a server involves understating the client’s application, or
preparing the server to run the
client’s application, which can take a long
time and a lot of effort, dedicated admin cannot be disabled.


There are four major activity types

that we can do for a customer:



Installation and default configuration



Advan
ced Configuration



Debugging and problem analysis



Software update


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



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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 control panel. When a control panel is installed, the software
installation must be done via the standard m
echanism of the control panel.


Any additional configuration of the operating system or software is classified
as an advanced configuration. For example, updating the rules of a firewall,
installing SSL certificates, etc.


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


As for installation, the software update is supported via the stand
ard
mechanism of the operating system or the control panel. When the control
panel is installed, the software update must
be

done via the standard
mechanism at the control panel.


In addition, some activities may be included in more than one category at a
time:
for example :



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


If the client doesn’t know which software he needs to manage, a free evaluation
can be made to asses 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.
Neverthele
ss we offer counseling within the hours provided if a setup needs to be
improved but only if debugging and problem analysis is supported for the entire
stack of technologies involved.

If the application or operating system is not listed then it is conside
red
unsupported.



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Here follows a list of supported items for dedicated server customers who have
opted for our administration packages. The operating systems and software not
included in this list, should be considered as unsup
ported.

OS

Default
installation and
configuration

Advanced
configuration

Debugging
and problem
analysis

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

ye
s

yes

FreeBSD

yes

yes

yes

yes

cP
anel/WHM

yes

yes

yes

yes

Parallels Plesk
for Linux

yes

yes

yes

yes

Parallels Plesk
for windows

yes

yes

yes

yes


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


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


Hypervisor

Default
installation and
configuration

Advanced
configuration

Debuggi
ng
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


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Databases (Linux)


DB Linux

Default
installation and
configuration

Advanced
config
uration

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


T
he following problems are not covered:



Database Optimization


Web Servers (Linux)


Web Servers
(Linux)

Default
installation and
configuration

Advanced
configuration

Debugging
and problem
analysis

Software
update

Apache

yes

yes

yes

yes

Apache
-

mod
_ban
dwidth

yes

yes

no

yes

Apache mod_cgi

yes

yes

no

yes

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

ye
s

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


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Apache
-

Virtual
Host

yes

yes

yes

yes

Apache
-

Tomcat

yes

yes

yes

yes

Lighthttpd

yes

yes

yes

yes


Web DB Administration too
ls


Web DB Admin
tools

Default
installation and
configuration

Advanced
configuration

Debugging
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 Langua
ges (scripts) (Linux)


Programming
languages Linux

Default
installation and
configuration

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

PH
P
-

Curl

yes

no

no

yes

PHP
-

curl
SSL

yes

no

no

yes

PHP
-

EAccelerator

yes

no

no

yes

PHP
-

ffmpeg

yes

no

no

no

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

.NET (in Mono)

yes

no

no

yes






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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

yes

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 antiviru
s (Linux)


Web mail
interfaces

Default
installation and
configuration

Advanced
configuration

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:



Problems receiving and sending messages



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



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


FTP Server (
Linux
)


Ftp server

Default
installation and
configuration

Advanced
configuration

Debugging
and problem
analysis

Software
update

ProFTPd

yes

yes

yes

yes

PureFTPd

yes

yes

yes

yes

vsFTPd

yes

yes

yes

yes




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Load Bal
ancing (cluster) (Linux)


Load Balancing
(cluster)
(Linux)

Default
installation and
configuration

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


Keepalive

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

rSync

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

Memcached

yes

yes

no

yes

Redis

yes

no

no

yes


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



Access on 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.)





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Version control software (
Linux
)


Version Control

Default
installation 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



Databases (windows)


Databases

Default
installation and
configuration

Advanced
configuration

Debugging
and problem
analysis

Software
update

Comments

Microsoft SQL
Server 2005

yes

yes

yes

yes


Microsoft SQL
Server 2008 R
2

yes

yes

yes

yes


MySQL

yes

yes

yes

yes

Only for a
control
panel

ODBC
Connector

yes

no

yes

yes



Web Servers (Windows)


Web Server

Default
installation and
configuration

Advanced
configuration

Debugging
and problem
analysis

Software
update

Comments

I
IS

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



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IIS
-

Advanced
Logging

yes

no

no

no


IIS

-

Application
Request
Routing

yes

no

no

no


IIS

-

Application
Warm
-
U
p

yes

no

no

no


IIS
-
AspHTTP

yes

no

no

no


IIS
-

AspImage

yes

no

no

no


IIS

-

AspSmartUpload

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
-

Dyna
mic
IP Restrictions

yes

no

no

no


IIS

-

FastCGI

yes

no

no

no


IIS
-

FreeASPupload

yes

no

no

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


IIS
-

Live
Smooth
Streaming

yes

no

no

no


IIS
-

Smooth
Streaming

yes

no

no

no


IIS
-

Manager
for Remote
Administration

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

n
o



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IIS
-

WebDAV
Extension

yes

no

no

no


IIS
-

Windows
PowerShell
Snap
-
In

yes

no

no

no


Apache

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

Software
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

y
es

no

yes

yes

PHP

yes

yes

yes

yes

Python

yes

no

no

yes


Statistics for web servers (Windows)


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









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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

& Ant
iSpam (Windows)


Antivirus
-

Antispam

Default
installation and
configuration

Advanced
configuration

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 Ass
assin

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

ye
s

yes

IIS FT
P

yes

yes

yes

yes














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Other Software (Windows)


Other Software

Default
installation and
configuration

Advanced
configuration

Debugging
and problem
analysis

Software
update

Comments

Microsoft DNS

yes

yes

yes

yes


Windows
Firewall w
ith
Advanced
Security

yes

yes

yes

yes


BIND DNS

yes

yes

yes

yes


stunnel

yes

yes

yes

yes


Active
Directory

yes

no

no

no



Backup is a different service than Dedicated Admin. It is provided only if the user
has acquired a specific backup packag
e. Consult our website for more information.
The following activities are covered through our R1Soft backup solution
:



Scheduling backups



Restoration of one or more files from a backup



Complete server restoration from a backup



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


As previously mentioned the range of responsibility after the
application
boun
dary

is the client’s sole responsibility. This range includes:




Debugging programming issues for PHP, Java, Perl or any other
programming language




Solving non
-
server configuration issues




Architectural issues




Script performance issues



Also we do not:



com
pile kernels from source



update operating systems to major versions


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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 t
he subsequent management is done with no warranty. If there are
problems related to the unsupported software the SLA is not considered to
be breached.


Server and installed services are
under the responsibility of the customer
.
We do not do peri
odic 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 a
sk for this security audit.

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.


We do not currently officially support release management or continuous
integration tools such as Capistrano, Chef or Puppet but we can help choose
a method of release that would satisfy the requirements. Clients are
encouraged to use a
versioning syst
em

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/BlueGreenDe
ployment.html