AbsCloud - Support and Additional Services

Annex “Support and Additional Services”

1. “Basic Support” – a support package that includes:
1.1. Choosing a preconfigured server from the list with available templates
1.2. Restoring the server to its original state or another template
1.3. Up to one reset of the server per month in a state of previous archive
1.4. Troubleshooting issues with the Internet connectivity delivered by the Provider
1.5. Troubleshooting issues related to Provider’s hardware, including running a backup server, replacing modules or servers, changing network devices, cables and others.

2. “Priority Support” – a support package that includes all services from “Basic Support”, as well as:
2.1. Initial server configuration, including installation and configuration of free software:
2.1.1. Web server installation and configuration
2.1.2. Database management systems installation and configuration
2.1.3. Installation and configuration of programming languages to web servers
2.1.4. Software firewalls installation and configuration
2.1.5. Reconfiguration/reinstallation of the server with data retention, in case customer’s needs have changed, which has led to an increase of the resource used by the Provider by more than 25%.
2.2. Periodic updating of the OS and other additional packages added, including troubleshooting issues caused by such updates
2.3. 24/7 proactive monitoring and and reaction, in case of detected issues
2.4. Up to 10 restores of the server (per month) in a state of previous archive
2.5. 24/7 technical support of the virtual server, including:
2.5.1. Unlimited number of initial diagnostics, if they are generated by problems that can
be resolved within the frame of “Priority Support”.
2.5.2. Up to 3 initial diagnostics per month for any problem, reported by the Customer.
2.5.3. Troubleshooting software issues installed as part of the support, except in
cases when the Customer has been granted administrative (superuser) access to the server.
2.5.4.Eliminating security breaches if they affect the administrative access to the entire
server i.e there is a breakthrough in the insulation between users, except in
cases where the Customer has been granted administrative (superuser) access
to the Customer.
2.6. Management of Server’s users for Customers who prefer not to manage it themselves. It Includes up to 5 written requests monthly.
2.6.1. Creating new users
2.6.2. Removing users
2.6.3. Changing user’s login details
2.7. Up to five written requests for planned operations which the Customer cannot perform without super administrative access.

3. Actions outside the scope of the support.
3.1. "Basic Support" does not include any operations by the extended scope of “Priority Support”.
3.2. “Basic Support” and “Priority Support” do not involve any operations outside the previously described including, but not limited to the following:
3.2.1. Actions related to performance issues, if they are caused by an insufficient allocated resource - insufficient memory, processor, disk space or network connectivity
3.2.2. Actions related to issues with functionality, availability, stability, security and the performance of the code installed by the Customer.
3.2.3. Installation of additional software by Customer request.
3.2.4. Migrating services between servers
3.2.5. Security checks and removing threatening software in the code installed by the Customer
3.2.6. Advising about the development and/or use and/or the setting installed by the Customer code.
3.2.7. Any additional tasks requested by the Customer or its authorized persons, which are not explicitly described as part of the support.
4. Type support:
4.1.Established state of affairs: All services agreed and paid for the first time before the entry into force of the current editions in the General Terms include “Priority Support”.
4.2. If the type of support is not mentioned in the agreement or in the subscription plan, the service includes “Basic Support”.

5. Definition of additional services:
Any operation, consultation, visit to a specific address or other actions outside the scope of the agreed and paid support package, requested by the Customer /or a person authorized by him/ for which the Provider has explicitly agreed to perform.

Annex No.1
Prices and Server Points

AbsCloud Terms and Conditions
Terms and Conditions

Annex 2