Pacific Rental Solutions, Inc.

Description of Service

The service provides for the provisioning of a secure environment, Internet connection, resilient power supply and the appropriate control mechanism for a customer's Managed Server provided by Pacific Rental Solutions, Inc. (PRS).

It includes customer requested power recycles within working hours, monitoring of the Network and diagnostic action to confirm that the Managed Server is responding to basic reflect tests.

This SLA sets out the levels of technical support and service credits available in the event of Network unavailability and the limits of PRS and the customer's own responsibilities as regards the service.

Customers who choose to have PRS maintain their Managed Server for them should refer to this Service Level Agreement.

1.1 Technical Support hours

Monitoring of Network: 24 hours a day, 365 days a year

Technical support working hours:
Monday to Friday: 9.00am to 5.30pm PST
Non-business hrs/Sat & Sun/Holidays: Emergency cover only (billed at overtime rate)

Public holidays: Emergency cover only

1.2 Security

Access to PRS data centers is restricted to a limited number of authorized staff. Security controls include photo ID cards, biometric access controls, CCTV. Redundant power supply, UPS and environmental controls are all used to protect PRS data centers.

1. 3 Backups and Recovery

PRS offers a range of backup solutions that are suitable for all Managed Servers. PRS recommends all Managed Server customers to take advantage of these solutions in order to ensure maximum uptime and availability. Please contact your Account Manager for details.
Restores from backup are accrued against the standard 2 hrs monthly maintenance included with the hosting plan

1.4 Responsibilities of PRS

Provide, a Managed Server, configured to clients "initial server build".
Provide a 100Mbps Network connection to the customer Managed Server (Pipe).
Provide power (UPS) to the customer (Power) & upon request, confirm that the Managed Server responds to an echo test (Ping).
Initiate customer requested power recycles or reboots, within 30 minutes of a request, during technical support working hours. Please be aware that reboots may cause loss of data.
Maintain 99.9% Network availability – see Calculating Service credits (1. 7).
Maintain the customer Managed Server in an appropriate environment as defined in this document = Provide DNS (Domain Name Server) management for Domains registered with PRS and on our Name Servers, at no additional charge, during the contract period of this service:
Adding/ removing Domain names.
Modifying zone records.
Providing secondary DNS (if requested).

1.5 Responsibilities of the customer (hosting only)

It is the customer's responsibility to operate and maintain any Managed Server allocated to them, to ensure the integrity and security of their Managed Server and to comply with PRS Acceptable Use Policy. PRS is not responsible for ensuring the data integrity and security of customer's Managed Server. These responsibilities include but are not limited to:
Carrying out any configuration or customization work after the "initial server build" and documenting these changes for future reference and to enable PRS to provide suitable support, if required.
Ensuring that no activity affects the efficiency of the scheduled backup process.
Ensuring that licenses are held for all software on the Managed Server, other than those included in the "initial server build".
Abiding by the terms of use described in PRS standard terms and conditions.
Ensuring the security of the PRS network; we would suggest that customers regularly change their passwords and under no circumstances to disclose their username and passwords to any third parties (except as required to provide support).
Being aware of any email notices sent out by PRS and to action any consequent recommendations.

1.6 Removal from Network

PRS reserves the right to remove any customer from the network should PRS determine, in its absolute discretion, that a Managed Server has been compromised or in any way used inappropriately.
Events, which may trigger such actions, include but are not limited to:
Managed Server known to be involved in a DDoS (Distributed Denial of Service Attack).
Managed Server found to be probing ports for vulnerabilities on other Servers.
Managed Server is involved in any form of illegal activity.
Managed Server has been compromised. (Cracked/ Hacked) .
Managed Server is causing network disruption however caused.
Customer does not comply with PRS Acceptable Use Policy.

1.7 Calculating Service Credits (PRS network related only)

Service Credits are applicable should the Network become unavailable. This does not include downtime related to server-software issues and only refers to network downtime. The Total Outage Period shall be calculated in the following manner:
The Outage Incident Start time of a Service being unavailable shall be defined and measured from the time the fault is detected by us or is reported to our Support Desk and a support call ticket has been originated
The Outage Incident End time of the period of unavailability shall be deemed as the time at which the service can be demonstrated to be available by a PING command or that the support call ticket has been resolved.
The Total Outage Period shall be the period, or sum of multiple periods as applicable within any calendar month (excluding any period of planned downtime) from the Outage Incident Start time to the Outage Incident End time, each as outlined above.
The Total Monthly Time Period is calculated by taking the 24 hours in each day and multiplying these by the average number of days in each calendar month (365 days per year, divided by twelve months = 30.42 days per month).
If, during any given calendar month the Total Outage Time is greater than 0.1% of the Total Time Period of the calendar month, then the service shall be deemed to have been unavailable for an unacceptable period. The customer shall be provided a credit against future Service Subscription Fees, or equivalent charges on presentation of a written claim within 30 (thirty) days of the first occurrence of the Outage, a sum equal to the amount of Service Subscription Fee pro-rated for the period of the Total Outage Time less the pro-rated sum for the first 0.1% of the given calendar month.
The provision of Service Credits is the sole compensation available to customers in the event the services are unavailable. This SLA is supplemental to PRS standard terms and conditions, which apply to all services supplied

1.8 Planned and emergency downtime

PRS reserves the right to close down customer systems with no notice should emergency maintenance become necessary.
For planned downtime, PRS will inform the customer via email of the relevant information.
It is not expected that these planned downtimes will exceed more than 8hrs/ month and this planned downtime is excluded from any calculation of availability.

1.9 Activity/KPI

Installation of Managed Server: Within 5 working days of clearance of remittance
Network uptime: 99.9%
Network Availability: The availability (determined by "pinging") of the network infrastructure provided between the customer's Managed Server and the internet exchange
Reboot: Within 30 minutes of request during technical support working hours only (please be aware that this may cause loss of data)

Facility & Infrastructure

Sonic.net’s 36,000 sq.ft facility houses its ASP hosting environment. The data center is served by multiple fiber carriers for diverse connectivity as well as redundant systems for maximum availability. The data center has redundant power and cooling for safe and efficient operation. Biometric access controls, key card access and video surveillance ensure a secure, monitored environment.

Read more about the facility.

Hardware

Intel Managed Servers offer the following features:

19" Rack-mount enclosure
Intel Pentium IV Processor 2.4GHz -3.4GHz w/512KB L2 cache
1GB of PC4000 DDR memory (expandable to 8GB of RAM)
Two Mirrored 80GB IDE hard drives, Raid Level 1
Windows 2000/2003 Server, Windows Client Access Licenses (CALs); IIS Web and FTP services installed and configured (Client must provide software license)
Windows 2000/2003 models use the Windows Terminal Services Client for remote administration (Terminal Server Client Access Licenses provided by client)
Secured installation in the Sonic.net Data Center, climate controlled facility with UPS and generator-backed AC power sources and fast, redundant Internet access
Firewall (IP filtering) provided by Cisco Routers
Hardware maintenance and support provided by PRS
Custom configurations available

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