HOSTING MANAGEMENT OPTIONS

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1 HOSTING MANAGEMENT OPTIONS Levels of care for your business needs 01

2 Nublue Management Levels WE OFFER SEVERAL MANAGEMENT OPTIONS DEPENDING ON YOUR BUSINESS NEEDS AND THE LEVEL OF CARE YOU REQUIRE Web Hosting is an ever-changing industry, and the requirements, demands and technologies used within it are evolving regularly. The demands of our client base have changed over time as needs and expectations change to suit the modern environment. Therefore we have reviewed and amended our services to better cater for your changing needs. We now offer a flat rate (heavily discounted for managed clients) for all our additional Professional Services, giving more clarity of what is and is not within the scope of our management packages.we offer two levels of hosting management to ensure your website is powered to perform at its best: Standard and Advanced. This document outlines the benefits for your business at each level, including a reference for any chargeable services outside the scope of each management level. Which management levels are available to me? All Shared (legacy) and VPS hosting packages include Standard level management by default. VPS packages have the option to upgrade to Advanced level management. Dedicated Servers come with Advanced level management as default. 02

3 Management Features We will STANDARD ADVANCED Reply to any support queries received by within 1 hour of receipt within office hours Be available via phone during office hours no delay in answering due to queues or voic Be online to answer support queries raised via Live Chat service during office hours, Monday to Friday Provide support for the Hosting you have purchased from us Provide advice for the content you host with us Monitor your server for basic evidence of compromises and suggest action points from there Take steps to protect our entire network and service, if necessary Provide action plans for work Nublue may need to undertake or external services we recommend for you Offer helpful suggestions and direction if the issue reported is not due to the services we provide you Monitor your server s underlying hardware and the network you utilise, 24/7 Migrate you from an external provider to our hosting platform, usually with no fee (a charge may be required depending on the complexity of the task) Migrate you within our own hosting platforms, handle upgrades and downgrades and temporary usage changes, usually for no additional fee (a charge may be required depending on the complexity of the task). Monitor your server directly, 24/7 - Take a proactive approach to the uptime and Quality of Service (QoS) your hosting is experiencing Provide a 60% discount for additional hosting services offered by Nublue

4 PRICING Hosting Management Fees MANAGEMENT LEVEL MONTHLY FEE ADDITIONAL SERVICES What s this? Standard included with all hosting packages 65 per service per hour of work Advanced additional 30 per VPS per month Included with all dedicated servers All prices shown are subject to VAT. 26 per service per hour of work 60% discount shown 04

5 Additional Services We offer a range of additional hosting services that are out of scope of our defined management levels. Charges will apply at a rate of 65 per service per hour for those on Standard level management, and 26 per service per hour for those on Advanced level management (60% discount applied.) Backup Restores Nublue provide the tools and documentation to allow clients to backup and restore their own data through Plesk or via the Power Panel (for VPS hosting packages only). If Nublue are required to take a backup or perform a restore, the work would be chargeable. Magento Patches Implementation by Nublue of individual Magento SUPEE patches is chargeable per completed patch. If a patch needs to be reverted, that is included in the initial patch cost. Should a patch require Nublue developer resources, this would be co-ordinated and billed separately. Please note that we don't guarantee to offer every patch for deployment to clients, and that you will need to confirm that you have developer resource available (if you are not a Nublue Retainer client) to resolve any related issues following application of the patch. External Migrations Following an initial audit, we will quote for the work involved in moving a site to Nublue s hosting platform. For a new client, there is no charge if the cost of the work involved is no more than 3 months hosting costs. Internal Migrations Following an initial audit, we will quote for the work involved. If we can use the Plesk Migration Manager tool and the work is done in office hours, the internal migration is free. Internal migrations outside of office hours may be possible and would be chargeable. Under the circumstances that Nublue need to migrate for maintenance reasons, there is no charge. Magento & Wordpress Security We offer to make changes to Magento and Wordpress hosting to improve security including bespoke restriction of access to the sites. This is a chargeable service. Application Installation The majority of popular applications are available to install through Installatron, an easy-to-use package installation program included with all hosting packages. If we are asked to install a package, the work is chargeable. PCI Compliance Assistance Work undertaken to help make a server PCI Compliant is a fixed-charge service. This includes assessing the initial report, application of changes (including firewall rules) and checking the follow-up 05

6 Duplications Website duplication is a chargeable service, quote on request. Redis Installation of Redis is charged as per Application Installation, please see above. We will install Redis and configure it to have 2 instances. Nucleanup Implementation of a script to run regularly to keep Magento running efficiently and reduce disk space usage. Non-standard installs & Server-Side bespoke configuration Having been provided with the details of the installation, we will quote for the work involved. 06