SOFTWARE Operating System: BurstNET™ will perform the initial installation and test of any supported operating system, at no additional cost. BurstNET™ supported operating systems currently include: Red Hat™ Linux 7+, FreeBSD™ 4+, Mandrake™ Linux 7+, Windows™ 2000 Server, & Windows™ Server 2003. BurstNET™ will install and test, with customer permission, any and all operating system security and functionality patches, upon customer request, for BurstNET™ supported operating systems. Re-installation of any server, for reasons other than hardware failure or hacked/compromised software, will be billed at a rate of $65/hour. BurstNET™ will assist with troubleshooting and repairing basic operating system problems for supported operating systems. This includes basic advice on functionality and use of the supported operating systems. Support may be limited in regards to custom operating system configurations, for those clients choosing not to utilize CPanel™ (&ldots;or operating systems that do not support CPanel™), for configurations that CPanel™ would have pre-installed/pre-configured, if the client would have chosen to install CPanel™. CPanel™: BurstNET™ will perform the initial installation and test of the CPanel™ software for any server ordered with such. If a managed server includes CPanel™, BurstNET™ will support, free of charge, CPanel™ related problems and issues. This includes, but is not limited to, support of basic CPanel™ functions (ie: adding/removing accounts, dns functions, backup management, etc&ldots;) and limited support of CPanel™-installed 3rd party software (ie: proftpd, pureftpd, mailman, agora). BurstNET™ will not provide support regarding CPanel™, or any of its’ 3rd party software inclusions, regarding issues of software bugs or failure, and such issues should be brought to the attention of the software vendors directly for support. HARDWARE Maintenance and Replacement: If any hardware component on a BurstNET™ supplied server fails, we will replace it free of charge, within timeframes specified in the Service Level Agreement (SLA). All operating systems, supported and non-supported, as well as software installed prior by BurstNET™, will be re-installed at no additional cost to the client, in the case of failed hardware. For information regarding system restoration beyond the operating system and software, please see the section in the document entitled “Data Recovery/Backups”. Hardware Upgrades: Information on installation/setup fees and/or monthly fees for hardware upgrades is available at http://www.nocster.net/orders.shtml or http://www.burst.net/orders/ via the “Features Add-On/Upgrade Form”. Upgrading hard drives to a different size or type of drive, requiring the transfer of data and/or operating system and software re-installation, will be billed at a rate of $65/hour. DATA RECOVERY/BACKUPS Hardware Failure: BurstNET™ always recommends purchasing a backup drive/service with any and all servers. All operating systems, supported and non-supported, as well as software installed prior by BurstNET™, will be re-installed at no additional cost to the client, in the case of failed hardware. If a backup drive exists, and the client was performing their own backups without BurstNET™ or CPanel™ supplied backup software enabled on the backup drive, BurstNET™ will re-install the operating system and software previously installed by BurstNET™, on a new hard drive, and attempt to leave the backup drive and/or defective drive in place for the customer to retrieve/restore data. If a backup drive exists, and BurstNET™ or CPanel™ supplied backup software was enabled on the backup drive, BurstNET™ will re-install the operating system and software previously installed by BurstNET™, on a new hard drive, and will assist with restoration of the CPanel™ and/or user data. BurstNET™ cannot guarantee full or even partial recovery of data from a failed drive, but will work to the limit of their abilities to restore data from the failed hardware. If a backup drive does not exist in the server, BurstNET™ will re-install the operating system and software previously installed by BurstNET™, on a new hard drive, and attempt to leave the defective drive in place for the customer to retrieve/restore data.   Software Failure and Hacked/Compromised Operating Systems: BurstNET™ always recommends purchasing a backup drive/service with any and all servers. All operating systems, supported and non-supported, as well as software installed prior by BurstNET™, will be re-installed at no additional cost to the client, in the case of a server suffering software bugs or operating system compromise. If a backup drive exists, and the client was performing their own backups without BurstNET™ or CPanel™ supplied backup software enabled on the backup drive, BurstNET™ will re-install the operating system and software previously installed by BurstNET™, on a new hard drive, and attempt to leave the backup drive and/or bug-ridden/compromised drive in place for the customer to retrieve/restore data. If a backup drive exists, and BurstNET™ or CPanel™ supplied backup software was enabled on the backup drive, BurstNET™ will re-install the operating system and software previously installed by BurstNET™, on a new hard drive, and will assist with restoration of the CPanel™ and/or user data. BurstNET™ cannot guarantee full or even partial recovery of data from a bug-ridden/compromised drive, but will work to the limit of their abilities to restore data from the bug-ridden/compromised system. If a backup drive does not exist in the server, BurstNET™ will re-install the operating system and software previously installed by BurstNET™, on a new hard drive, and attempt to leave the bug-ridden/compromised drive in place for the customer to retrieve/restore data. GENERAL Monitoring: BurstNET™ will monitor a single port on each server, to verify that the server is operational. The default port that is monitored is HTTP (Port 80), however, on servers that do not respond to such, monitoring is performed via another port. Available monitoring ports are HTTP, SMTP, FTP, and PING. The customer may request that a specific port is monitored, rather than the BurstNET™ default selection. Monitoring of multiple ports may be available at an additional cost. If a server fails to respond to the monitored port, BurstNET™ will attempt to check the status of the server via another port. BurstNET™ will automatically reboot servers that fail to respond after a second tested port fails. If the second tested port responds properly, BurstNET™ will attempt to log into the server to restore/restart service on the initial failed port that was being monitored. It is the client’s responsibility to update BurstNET™ any time that the root password is changed on a server, otherwise BurstNET™ will be unable to restore/restart failed monitored services automatically, and will not be held liable for failing to do such.   The following services are not included in BurstNET™ managed support, however, are available as “Abnormal Support” billed at a rate of $65/hour: 1. Non-supported operating system installation/configuration/troubleshooting. 2. Operating system reinstallation, for reasons other than failed hardware or hacked/compromised software. 3. Custom software installation: BurstNET™ may, at their discretion, assist with custom 3rd party software installation; however, the software will not be supported past installation. 4. Upgrading hard drives to a different size or type of drive, requiring the transfer of data and/or operating system and software re-installation. 5. Any and all work performed for non-managed and/or co-location clients.   * Contact Us for any item/service not explicitly detailed.