Service Level Agreement

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Service Level Agreement

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1 Scope

This document is an addendum to the Telenet service agreement and applies to Telenet hosting of dedicated servers with a managed server option. For servers without a managed server option only the standard SLA is applicable.

If the Service is added to an existing server, Telenet will check if the server and the installed software are still in a healthy condition before we start the Managed Server Service. An extra fee can be asked to perform this check.

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2 Telenet – Customer/Partner RACI matrix

The following matrix outlines the prime responsibilities related to the Technical Support Service for Telenet, the Customer, or both. When joint responsibility is assigned, Telenet responsibilities will be limited to only those devices for which Supplier Services have been contracted. All other activities and tasks for jointly assigned responsibilities apply to the Customer.

Remark: It is important to note that in case of a Linux managed server Customer only has ftp access to the machine. No root access is granted. Only products supplied by Telenet are installed and supported within the managed server agreement.

Tasks Telenet

Customer Windows Linux* Incident management

Logging a ticket _R _{A C I} _{A C I}

Solution (either by first or second line) _{R A} _{C I} _{C I}

Daily backup check _{R A} _{C I} _{C I}

Monthly server checkup _{R A} _I _I

Patches and upgrades _R _{A C} _{A I}

Advanced Monitoring

Setup monitoring _R _{A C} _{A C}

Setup alerting _{R A} _{R A}

Monitoring _{R A} _I _I

Resolution _{R A} _{C I} _{C I}

Ensure resolution documentation is up-to-date _{C I} _{R A} _{R A}

R: Responsible (Executing the necessary actions)

A: Accountable (Owner of the actions)

C: Consulted (Needs to provide input)

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3 Incident Management

Telenet is responsible for issue resolution however it is possible that the Customer is contacted for input.

An overview of all Trouble Tickets can be found in the MyAccount site.

4 Daily backup check

Telenet will check on a daily basis (only working days) if the backup was finished successfully. If not, Telenet will check why the backup was unsuccessful. If necessary Telenet will restart the backup or Telenet will contact the Customer to suggest a solution for the backup. In case the Customer is contacted to resolve the backup issue the Customer becomes accountable for the resolution of the issue.

5 Monthly server checkup

Even if the server and application(s) are running smoothly, Telenet will access the server once a month to execute performance checks. This monthly access is performed on the same day and time of the patches and upgrades installation.

Telenet will check storage, memory and cpu utilization. If necessary, Telenet will contact the Customer to advise on upgrades or other solutions to improve the performance of the system.

6 Patches and Upgrades

6.1 Installation of OS service packs, security patches and upgrades

To keep the server running in an efficient and secure manner, it is necessary to install service packs, security patches and upgrades of the operating system (OS).

6.2 For Windows Servers

Telenet performs a scheduled update on a frequency to be agreed with the Customer.

The installation procedure goes as follows:

 Telenet will send the Customer a week in advance the list of patches to be installed via mail.

 The Customer will need to approve the list of patches. If no approval is given, the patches will not be installed.

 During the maintenance window indicated together with the list of approved patches the installation will be done.

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In case of a very serious threat to the server(s) or the Telenet Network, Telenet may opt to install the security fixes earlier.

Telenet takes no responsibility for security issues caused due to the fact that patches were not approved.

The updates will be installed on the Customer’s responsibility.

6.3 For Linux Servers

Telenet will install available updates from the standard OS repository. An e-mail is sent 1 week in advance to notify the Customer.

In case of a very serious threat to the server(s) or the Telenet Network, Telenet may opt to install the security fixes earlier.

The updates will be installed on the Customer’s responsibility.

7 Monitoring

7.1 Advanced monitoring

The advanced monitoring is set up based on input from the Customer. By default Telenet has a number of parameters monitored yet based on the input from the Customer Telenet can monitor more parameters.

It is mandatory that Telenet receives together with the parameters to be monitored also the instructions on how to handle alerts. Without correct Customer input advanced monitoring will not be activated.

Advanced monitoring contains the monitoring and alerting of the following services:

 DELL: Information about the system

 Windows: Operating system alerts (disk space, memory, bandwidth, …)

 Linux: Operating system alerts (disk space, memory, bandwidth …)

 Ping: Is the system responding to a ping from inside our network

 HTTP: answer on port 80

 POP3: answer on port 110

 SMTP: answer on port 25

 FTP: answer on port 21

 WWW: response time of a given url and match a result and if applicable certification check

 IMAP: answer on port 143

 DNS: checks DNS performance on the A-record

 HTTPS: answer on port 443

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 APPLPOOL: performance of application pool

 MSSQL: performance of MSSQL server

 PROCESS: monitoring of a single process

 MAILCYCLE: Check send and receive time of a test mail

 APACHE: performance of the apache server

 MySQL: performance of the MySQL server

7.2 Application monitoring

The Customer can create one webpage (PHP, ASP…) which will be called on a frequency to be agreed with the Customer. This page can contain any check which should be performed on the server:

 Try a query on a database

 Check for availability of a certain file

 Parsing of a log file

 Etc.

The Customer is responsible for creating this page (which includes scripting of necessary checks). The page should execute fully within 30 seconds and should return “STATUS OK” or “ERROR”. If the page does not return “STATUS OK”, a monitoring notification is generated (identical to notifications for standard monitoring).

Service Level Agreement