Legal - Server Management Agreement

1. Hardware failure excluding disks
   In the event of the failure of a hardware component and where the component is replaceable and a replacement is readily available we aim to replace the component as quickly as possible during UK business hours.
   
   Where a component is not replaceable or spares are not available, or the failure has occurred outside of UK business hours, we will activate a replacement server of an equal or higher specification, onto which you can restore your data from backup. Where you have purchased backups from us, our support team can assist you in this process. (See Data Restoration).
   
   
2. Disk failure
   All servers are provided with disks in a fault tolerant RAID configuration that should withstand a failure of a single disk as a minimum without data loss. In most cases there should be no immediate downtime in the event of single disk failure, but the exact behaviour may vary depending on the combination of hardware and software running on the server. In cases where a single disk has failed and the RAID array is running in a degraded state, performance may be adversely affected.
   
   Servers that do not have hot swappable disks will require a short period of downtime, should you not wish replacement to be carried out immediately you may request a suitable time slot to perform the replacement.
   
   You acknowledge and understand that RAID is not a backup, RAID is provided for the sole purpose of reducing downtime in the event of a disk failure and should not be relied upon to prevent data loss.
   
   

1. Plesk and cPanel Patching
   Plesk and cPanel/WHM are pre-configured with automated patching enabled by default, you may override the default settings however this is not recommended, by doing so you will be required to install any patches manually via the control panel.
   
   
2. Linux OS Patching (Linux Servers Only)
   OS patches are classed as either critical or non-critical by our system admin team.
   
   
   1. Critical Security Patches
      Critical patches are those that address a serious vulnerability that has a high chance of exploitation and has none or limited mitigation against exploitation.
      
      Critical patches are applied pro-actively, in the event a patch is to be applied you will be informed via support ticket, however they may be applied without prior authorisation from the client if deemed particularly urgent.
      
      Critical patches may require a reboot.
      
      What is deemed a critical patch is at our own discretion and we make no guarantees
      
      
   2. Non-Critical Patches
      Non-critical patches are those that address a security issue that has a low risk of exploitation and/or has mitigation in place, or that is cosmetic or performance enhancing in nature
      
      You may request these patches are installed on a reactive basis by raising a ticket.
      
      
3. KernelCare (Optional)
   KernalCare is an optional service for Linux servers installed with Plesk or cPanel/WHM that allows for reboot-less kernel updates, if this option is selected auto updates will be turned on by default.
   
   You may turn off auto updates via the control panel, by doing so you will be required to install any patches manually via the control panel or by raising a support ticket on a case-by-case basis.
   
   
4. Windows OS Patching (Windows Servers Only)
   

   Windows updates require a reboot to apply, due to this, automatic updates are not enabled as standard as they can result in unexpected/extended downtime. It is the client's responsibility to ensure Windows update is run on a regular basis. 

   1. Running Windows Update
      It is recommended you run Windows update at least once per month and that you run them attended rather than allowing them to be automatically applied.

      If you would like our team to enable automatic updates you may request this via ticket, please note that automatic windows updates are not monitored so failed updates may result in extended downtime.

      You may also enable automatic updates yourself, if you do this, please let us know the schedule so our monitoring team are aware.   

      Our support team can also run windows update upon request, we will check your server boots and has network connectivity after the windows updates have installed. You are responsible for testing any applications you may run on your server to ensure they are functioning as expected after the update. To request we run windows update please raise a support ticket.

   2. Critical Security Patches
      There may be occasions where a critical patch is released that addresses a serious vulnerability that has a high chance of exploitation and has none or limited mitigation against exploitation.

      In those instances, we will contact you via support ticket to arrange patching of your server, however they may be also applied without prior authorisation from the client if deemed particularly urgent unless you server is self-managed.

      What is deemed a critical patch is at our own discretion and we make no guarantees.

5. Software Version Updates
   Minor software version updates (i.e. 2.2 to 2.3) are typically addressed by automated patching, major updates (i.e. 2.3 to 3.0) are addressed on a case-by-case basis as they may cause compatibility issues with client’s own applications. You may request a major software update in the form of a ticket. When making the request it is your responsibility to ensure any applications you run are compatible with the updated version.
   
   In some cases, particularly if the request is for a bleeding edge version, the new version may not be compatible with the installed control panel or may have security or stability issues, in those instances we will inform you and may at our own discretion reject the request.
   
   If you intend to perform a major software upgrade yourself, we recommend contacting our support team to ensure compatibility and so that the upgrade does not result in the server falling out of scope of support (see Self-managed).
   
   
6. Software Version Downgrades
   There may be instances where you are running an application that requires an older version of software than is pre-installed on your server, while we recommend clients ensure their applications are kept up to date we recognise this is not always possible.
   
   Software downgrades are judged on a case by case basis, if the version you wish to downgrade to is still supported by the vendor, and will not break existing software and is not deemed a security risk then the request will highly likely be accepted, acceptance however is solely at our own discretion.  If a request is rejected you may still be given the option to have us proceed with the software installation on the basis the server is re-classed as self-managed (see Self-managed).
   
   
7. OS End of Supported Life
   All software has an end of supported life where they are no longer supported by the vendor and as a result no longer receive patches or updates, typically this means they have been superseded by a newer version of the software.
   
   Operating systems have a mainstream support period where they receive all updates and patches that is typically between 4 - 5 years, this is followed by a further extended support period of typically another 3 - 4 years where they only receive critical updates. You can find the support life cycle for your OS on the vendors website.
   
   We will support the OS until the end of its supported life however we strongly recommend clients upgrade the OS before the end of mainstream support. We will advise you a minimum of three-month prior to end of mainstream support to upgrade, in some case this can be done in place, in others you may need to migrate to a new server, we will advise you at the time of the recommended upgrade path.
   
   We recognise that some clients may still wish to run software that has reached end of life, for example if you are running a legacy application that that does not support newer software versions. While this is not recommended you may continue to do so as self-managed (See Self-managed).
   
   

1. Firewalls Rules
   We recognise that some clients may wish to configure the firewall themselves, this option is available on both software and hardware firewalls. However, you may prefer we setup your firewall, if you prefer this option then our team will work with you develop a ruleset specific for your usage case.
   
   You may request firewall changes by raising a support ticket.
   
   
2. Hardware Firewall (Optional)
   If you opt for a hardware firewall then these are managed separately from your server(s), even if your server(s) are self-managed your firewall can continue to be managed by our support team.  Unless otherwise stated all hardware firewalls are configured in high availability Active/Active pairs, if any single firewall fails the other automatically takes over.
   
   Hardware firewall support VPN services, you can request setup of VPN via support ticket.
   
   You may request firewall changes by raising a support ticket.
   
   
3. Server Hardening (Plesk and cPanel/WHM Based Servers Only)
   The client may request server hardening to be carried out for their managed Plesk or cPanel/WHM based server, this includes:
   
     • Developmental and implementation of a custom Firewall ruleset.
     • Implementation of a vendor supplied Mod-security ruleset (Linux Only).
     • Configuration of brute force protection.
     • Configuration of SSL/TLS on website, mail services and FTP.
     • Disabling of unused services.
     • Configuration of control panel based password policy.
     • Configuration of watchdog service (Linux Only).
   
   

1. R1 and Acronis Backups (Optional)
   If you purchase R1 or Acronis backups you will be provided with a client area where you can configure your backups and policy, you may configure your backups yourself or you may request our staff create a backup policy for you.
   
   When backups are configured, you will be required to provide a valid email address for reporting purposes, the backup service will send you an automated email whenever a backup has been created which will contain the status of the backup. In the event of a backup issue being reported you will need to escalate this to our support team via a support ticket.
   
   It is the client's responsibility to ensure their notification address is kept up to date and notifications are configured appropriately.
   
   Backups are stored offsite in the UK and are encrypted in transit with optional at rest encryption.
   
   
2. Veeam Backup (Optional)
   If you purchase Veeam backups these are managed by our support team, you may request a restore via support ticket.
   
   Backups are stored in the UK and are available as either onsite or offsite backups, all Veeam backups have in transit encryption with optional at rest encryption (contact support for more information) 
   
   
3. Veeam Replication (Optional)
   If you have purchased the optional replication service for Veeam then you have additional options these include.
   
   The ability to rollback your server to a previous check point (The frequency and number of check points can be agreed on configuration and are dependent on purchased storage)
   
   The ability to redeploy your server to another location or server (i.e in the event of a major outage.)
   
   This service is managed by our support team and you may request roll back or failover via support ticket. 
   
   
4. Data Restoration for R1, Acronis Backups, and Veeam Backups
   Our R1 and Acronis backup services allow for granular control over the restoration process, you can restore everything from individual files to whole systems through the provided GUI, if you would prefer our support team carry out the restore for you, please raise a support ticket.
   
   If restoration to a new server is required and the server is managed, our support team will carry out the restore.  For self-managed servers we will install and configure the backup agent, it is then the client’s responsibility to restore any data using the supplied web based interface.
   
   Please note restoration times can vary greatly depending on the number of files and total amount of data involved as a result we do not guarantee data restoration times.
   
   Veeam backups are managed solely by our support team, if you require a restoration, please contact our support team (see contacting us).
   
   
5. Hyperslice VPS and Hyperslice Cloud Snapshot Backups and Data Restoration
   Hyperslice VPS and Hyperslice Cloud packages include daily snapshot backups with 3 retention points.
   
   The schedule for snapshot backups are not customer configurable, but typically they occur at the same time each day, depending on the number of other backups scheduled to run at that time. In some circumstances, we may also reschedule your daily snapshot backup to a quieter time to reduce load on the platform.
   
   Under certain circumstances a snapshot backup may fail to complete successfully. Should this happen, we will keep the oldest retention point (to ensure customers have 3 retention points) until a successful snapshot backup has been taken. This will usually occur at the next scheduled backup interval the following day.
   
   Snapshot backups are full system images intended for disaster recovery purposes, and can only be restored in their entirety. Customers are able to view and restore their available snapshot backups through the client portal, but should be aware that restoring a snapshot backup will fully overwrite the running state of their VPS or Cloud server. Please restore with caution: should you accidentally overwrite your server with an old backup we can only restore your server to its last good backup.
   
   Should you require item level recovery from a snapshot backup, your image backup can be restored to a new VPS or Cloud server and made available for you to recover your items from. This is only available as a chargeable service, billed at 1 months hosting cost for the additional VM, plus a professional services fee billed at £75 during UK business hours, and £150 outside of UK business hours. As such, we strongly recommend you purchase Acronis backups if single item recovery is a requirement.

1. Free Website Migration
   The following applies to free migrations:
   1. Free website migration is limited to one website, if you have more than one website, please contact our team.
   2.  The free website migration excludes email.
   3. All migrations are subject to acceptance by our team.
2. Our Responsibilities
   1. On acceptance of a migration our team will create a ticket, this will be used for initial data collection and to track the progress of the migrations.
   2. We will provide a time window for the migration
3. Your Responsibilities
   1. To provide accurate login credentials
   2. respond to any information requests from our migration team in a timely manner.
   3. To detail and any special configuration or software requirements pre-migration
   4. To ensure you have taken backup of your data pre-migration
   5. If your website has previously been hacked, then you are to ensure the site has been cleaned and patched before requesting a migration.
   6. To test your website to prior to switching the DNS to ensure all functionality you consider critical work as expected.
   7. If you DNS is not held with us, then you are responsible for updating your DNS records.
   8. To test your website post migration.
4.  Abandonment
   We keep you informed during each stage of the migration and may request information or requires you to test your site. If we do not hear back within 7 days of any then we will consider the migration abandoned.
5. No Guarantee
   While we will make reasonable efforts to ensure your site is migrated successfully but we make no guarantees that the migration will be successful.
   
   

1. Live chat and Phone Support
   Live chat and Phone support are best used for non-complex requests such as password changes, general server usage and simple troubleshooting. When contacting support via either of these methods you me be requested by the agent to raise a support ticket if the request is complex in nature.
   
   
2. Ticketing
   Tickets should be used for any complex request or any issues where a significant change needs to be made to your server (i.e. software installation), this ensures our staff have a clear reference point.
   
   

1. Linux Based Servers
   For Linux servers we use encryption key based access, which is locked down to only trusted IP addresses, the IP restrictions are also embedded into the key.  Access is logged and time stamped.
   
   If your server is classed as self-managed the public key will be removed from your server and our agents will no longer be able to access your server directly.
   
   
2. Windows Based Servers
   For Windows servers a support user with administrator privileges will exist for the sole purpose of use by our support agents, the password for this user is stored encrypted within our database and is access controlled. 
   
   If your server is classed as self-managed the support user shall be removed from your server and our agents will no longer be able to access your server over RDP.
   
   

1. Scheduled Maintenance
   If scheduled maintenance is required we shall inform you by support ticket if limited to your own service or via email if the maintenance is platform wide. This will include the date and time of the maintenance, the affected services, impact and expected time window for completion.
   
   
2. Unscheduled Emergency Maintenance
   Emergency maintenance maybe required if there is a serious and/or immediate security or operational risk (i.e. critical security patches, major hardware failure), these instances are very rare but may be performed without prior notice. In these instances, a notification will be posted on our service status page.
   
   

Additional Terms for Fully Managed WordPress Dedicated Servers
In the event of a conflict between the terms in this section and any other terms in this agreement, the terms outlined in this section shall take precedence for Fully Managed WordPress Dedicated Servers.

1. Overview
   Our Fully Managed WordPress Dedicated Servers provide customers with a robust, isolated hosting environment for WordPress websites. These servers are fully managed by us, and customers access them via cPanel, similar to our shared hosting platform. Administrator-level access is not provided.

2.  Server Access
   Customers will manage their websites through cPanel, and no root or administrative access will be granted.

   All server software configurations are handled by our system administrators to ensure optimal performance and security.

    

3. Software Installation Requests
   Customers may request the installation of additional server software not available on our shared hosting platform, provided that:

   1. The software does not negatively impact the stability, performance, or security of the server.

   2. The requested software is fully compatible with cPanel and does not conflict with the server’s core functionalities.

   3. We reserve the right to decline any installation requests if they pose a risk to server stability or compliance with our infrastructure.

       

4. Unsupported Software and Configurations

   1. Certain software that requires root-level access or involves non-standard configurations may not be supported on Fully Managed WordPress Dedicated Servers.

   2. Customers are not permitted to install or modify server-level software independently. All requests must be submitted through our support team.

5. Monitoring and Maintenance
   As with all of our managed services, we will continuously monitor and maintain the server, applying security patches, updates, and optimisations to ensure the smooth operation of your WordPress sites

6. Responsibility
   While we handle server management, customers remain responsible for the security and stability of the applications and themes they install on their WordPress websites.