WebHaus Advanced Webhosting Support Services

Specification of Service - Dedicated Servers

Our monthly Dedicated Server hosting fees include the following:

• A high-speed dedicated Internet server
• Hardware failures are WebHaus' responsibility. WebHaus will replace failed hardware, but is not liable for downtime or loss of data that results from hardware failure. To add backup services, please contact sales@webhaus.com.
• Server monitoring: 24 hours a day, 7 days a week, 52 weeks a year-we monitor your server
• Total control of your server through root or administrator access
• Rack space in our data center
• Uninterruptible power management system and redundant power
• Connection to over 15 Internet backbones

• Using a System Administration Support contract
• Hourly charge during business hours of $175
• ALL non-business hour service billed at $250 per hour

Use your System Administration Support contract

If you have a System Administration Support contract, you are only two steps away from resolving the problem.

Step 1: Contact WebHaus and describe the problem in detail. E-mail dedicatedsupport@webhaus.com
Step 2: A WebHaus technical staff member collects all required information to diagnoses and provide a solution to the problem.

* WebHaus deducts the actual time of service from the balance of your allotted monthly contract time. If you exceed your monthly support allotment, WebHaus offers you a 25 percent discount, $100 per hour for additional service.

Even if you don't have a current Systems Administration Support contract, you are only three steps away from WebHaus' consulting services-problem diagnosis, system administration, and software installation.

Step 1: E-mail dedicatedsupport@webhaus.com with complete details. A WebHaus technician will e-mail or call you if more information is necessary.
Step 2: Within 24 hours after we receive the required information, we fax a work order to the number on your account. Incomplete forms delay service.
Step 3: Complete the work order and send it back to WebHaus as requested. When we receive the work order, a WebHaus technical staff member will be able to help you.

* MINIMUM SUPPORT CHARGE. The minimum support charge for customers that do NOT have a Support Contract is 1 hour, during both business hours at $175 and non-business hours at $250. If you do not use up your minimum hour time, WebHaus will keep track of your remaining Support time for your future use.

All NON-business hour service, use WEBHAUS' Emergency Support Services

Unfortunately, emergencies can't tell time, and WebHaus' System Administration and Support contracts do not cover non-business hour assistance. Even on Saturday at midnight, you're only three steps away from WebHaus' assistance.

Step 1: Fill out the on-line Emergency Support Form, or send a detailed e-mail to 911@webhaus.com.
Step 2: If you need further help, call the WebHaus office at (530) 297-3660. Explain the situation with specific details.
Step 3: A WebHaus staff member generates a work order and contacts you according to your contact information.

* WebHaus charges $250 per hour for services rendered during NON-business hours.
MINIMUM SUPPORT BILLING. The System Administration Support contract does not apply to non-business hour service. Support is billed in 1 hour increments. The minimum support amount billed is 1 hour, $250. If you do not use a full hour, WebHaus will keep track of your remaining support time for your future use.

• Business hours are Monday through Friday, 9am to 6pm PST.
• WebHaus System Administration Support contracts do not apply to non-business hour service.
• On-site WebHaus staff members monitor the servers 24 hours a day, 7 days a week, 52 weeks a year.
  If you telephone WebHaus and a staff member does not answer, please leave a detailed message. Support staff are assisting other customers and will contact you about your problem as soon as possible.
• When you submit a request for services, you agree to pay for the services provided. Delinquent payment results in suspended service.
• WebHaus reserves the right to set priorities for work order requests.
• MINIMUM SUPPORT BILLING. Hourly support is billed in 1 hour increments. The minimum support amount billed to customers that do NOT have a Support Contract is 1 hour, during both business hours at $175 and non-business hours at $250. If you do not use a full hour, WebHaus will keep track of your remaining support time for your future use. For your next incident, mention you may have a balance of support time.
• 3rd Party Software Installation. All clients can remotely install any 3rd party software that they see fit to optimize their site(s). If needed, you may use WebHaus System Administration service to help with the installation - see above System Administration options. HOW TO: Request System Administration service, purchase the software then send WebHaus the CD, or instructions how to download, and license key. After we receive both, we can install the software and mail back any materials to the address provided. Cost of mailing may be included in administration billing. WebHaus does not provide software and/or a mass user license key. WebHaus does not support any 3rd party software purchased or installed by customers.

Windows NT 4.0 Support References
Microsoft Support www.microsoft.com

Microsoft offers a wealth of support information. We encourage our NT clients to use Microsoft's on-line services; most of them are free.

• Search Knowledge Base
• Newsgroups
• Frequently Asked Questions
• Internet Support Options
• Paid Support Options

http://www.winntmag.com
- Windows NT Magazine is an on-line magazine dedicated to helping IT professionals get their jobs done effectively and to connecting them with the best products and services in the industry.

Unix Support References
Maintaining a server requires Unix system administration knowledge. Anyone with a strong Unix end-user background can quickly learn the necessary skills. The WEBHAUS support team strongly recommends the following Unix resources. These books represent the best Unix references.

Unix System Administration Handbook www.admin.com
Evi Nemeth, Prentice Hall

Solaris Advanced System Administrator's Guide www.sun.com
Janice Windsor, Sunsoft Press

Using csh & tcsh www.oreilly.com
Paul DuBois, O'Reilly

DNS Support References
Customers who maintain their own name server should refer to these support documents:

The Internet Software Consortium's BIND Manual

DNS and BIND www.ora.com
Paul Albitz, O'Reilly

Solaris DNS FAQ www.ebsinc.com
Covers Solaris specifics as well as general DNS issues