1. OPERATING SYSTEM

ManageMyBox will only support the following operating systems -

CentOS 4.x+
CentOS 5.x+
FedoraCore6+
FedoraCore7+

These must be installed in a standard configuration so that it is as easy for us to understand what has been done to the system before we work on it as possible.

2. KERNEL

ManageMyBox will only install standard pre-packaged kernels provided by software vendor. We do not install custom compiled kernels unless absolutely necessary (hardware incompatibilities).

When updating the kernel customer must understand that it is a risky operation since we are updating a core part of the system, therefore customer must acknowledge that during remote installs, there is a possibility for failure.

ManageMyBox will always install the kernel as secondary so the old kernel is left as backup however if kernel does fail to boot we will have to contact datacenter for a reboot to roll back to the old kernel.

If there has been a problem during the modification of lilo or grub then this can also cause the system to fail to boot and is unfixable and therefore requires a re-install of the operating system. If this happens ManageMyBox will work with the customer until a resolution has been reached, however, customer MUST have backups since this procedure may cause difficulties.

3. CONTROL PANELS

PLESK: We will install and support PLESK versions 8.0 onwards. Previous versions are not supported except for upgrade to the 8.x series, this is because support is not priority from PLESK and therefore package/service upgrades may not be accessible for older versions. ManageMyBox will perform installation, upgrade and support of PLESK throughout its lifespan. ManageMyBox will support as many problems which occur through the use of the PLESK system however customer must understand that some issues are caused by programming flaws in the system and cannot be resolved except from PLESK themselves. We will provide best-efforts support and will give complete details of the investigation in all support situations.

DirectAdmin: We will install and support DirectAdmin versions 1.3 onwards. Previous versions are not supported except for upgrade to the 1.3x series, this is because support is not priority from DirectAdmin and therefore package/service upgrades may not be accessible for older versions. ManageMyBox will perform installation, upgrade and support of DirectAdmin throughout its lifespan. ManageMyBox will support as many problems which occur through the use of the DirectAdmin system however customer must understand that some issues are caused by programming flaws in the system and cannot be resolved except from DirectAdmin themselves. We will provide best-efforts support and will give complete details of the investigation in all support situations.

CPANEL: We will install and support CPANEL versions from the latest stable update. Previous versions are not supported except for upgrade to the newest stable version, this is because support is not priority from CPANEL and therefore package/service upgrades may not be accessible for older versions. ManageMyBox will perform installation, upgrade and support of CPANEL throughout its lifespan. ManageMyBox will support as many problems which occur through the use of the CPANEL system however customer must understand that some issues are caused by programming flaws in the system and cannot be resolved except from CPANEL themselves. We will provide best-efforts support and will give complete details of the investigation in all support situations.

4. HARDWARE FAILURE AND RECOVERY

We will fix the hardware issue as fast as possible, within 24 hours MAXIMUM, and this will be done at no charge to the customer. Should the hard drive fail we will mount the primary hard drive to secondary if it is not too badly damaged, then provide a free OS re-installation on a new hard drive. If customer has done backups using control panel software we will seek to restore these for customer however it is customers responsibility to do regular data backups and if not done we will not be responsible for restoring data.

Once OS has been re-installed we will provide our latest standard image setup for your particular server which includes all of our security protection modifications and any of the features which come with a standard system setup. This will all be provided free.

5. SOFTWARE PROBLEMS

We will work to resolve any individual service or software problems to the best of our ability but some services may be unfamiliar to us and would therefore prevent us from solving the problem. If the problem is unsolvable/unfixable we will provide a server OS re-install for $30.

6. HACKING/SECURITY FAILURE

ManageMyBox will provide a OS reload and re-install of your services for customer. This is charged at $30. Since hacking and security failure can happen for many reasons and all services were patched by us to the best of our abilities, we will not issue any service credit. If customer has backups created by one of the control panels we will seek to restore these, however if customer has no backups or backups which are not created by the control panel system we will not perform the restore.

7. SERVER MONITORING

Monitoring can fail for many reasons and isn't always 100% accurate. Therefore we suggest you have an external service in addition to ManageMyBox monitoring to compare results.

8. AUTOMATIC REBOOTS AND SERVICE RESTARTS

Automatic reboots will be provided if package allows it and customer has enabled this option. These will be provided as soon as our monitoring system picks up the downtime, if for any reason the system fails to pick up the downtime system will not be rebooted until customer informs us. We will attempt to respond to automatic reboot tickets within 30 minutes and the time the system comes back up will depend on the datacenter in question and the system itself.

9. HOURLY RATE BILLING

If customer chooses a service which is billed hourly depending on the service issue, we will bill customer for 1 hour up front and then invoice customer for the extra time afterwards. Time billed will include the amount of time console window has stayed open for and this may include periods where restores are happening although no human interaction is required. Upon using the service ManageMyBox will provide a basic estimate of time required to fix the issue, however this is never guaranteed.

10. NO REFUNDS

Once work on server is completed no refunds will be given unless the problem in question has not been fully resolved. If it cannot be resolved a free investigation report is given and a 100% service credit issued upon negotiation with customer.

11. LEVEL OF SUPPORT

ManageMyBox will guarantee best-efforts support on all your issues. If admin assigned to ticket cannot resolve the issue it will be moved up the levels until it reaches the top and if this occurs there is unlikely any fixable solution and service fee will be refunded.

12. SECURITY OF SERVER DATA AND PASSWORDS

ManageMyBox keeps all passwords in an internal database which is heavily secured and under constant security review. Every action in the system is logged and employees will never save your password anywhere else. We take security VERY seriously and it is under constant internal review.

13. BACKUPS

ManageMyBox DOES NOT provide backups of your data with ANY of our management plans. Backups of customer's data are the responsibility of the customer and we ALWAYS recommend having a backup hard drive or off-site backup system or better yet, both.

14. PAYMENT TERMS

Payment is due before any work is completed and if the service was billed annually and additional hours were agreed to we expect customer to pay invoice within 24 hours. If service is a recurring monthly billing, the billing will take place on the same sign-up date of each month.

15. RESPONSIBILITY

Customer agrees that the company shall not be liable for any damages arising from such causes beyond the direct and exclusive control of the company. Customer further acknowledges that the company's liability for its own negligence may not in any event exceed an amount equivalent to charges payable by Customer for services during the period damages occurred. In no event shall ManageMyBox be liable for any special or consequential damages, loss or injury.