ServerSlice and VPS Footprint

1.1 Server Management

1.1.1 If you do not elect to have Standard or Professional ServerSlice or VPS Footprint management from TPP Internet, you will be solely responsible for software upgrades, optimisation, configuration, security and resolving technical issues.

1.1.2 If you elect to have Server Management for the ServerSlice or VPS Footprint, it includes two hours support per month. Plus remote reboot requests and does not include monitoring. The 2 hour metric does not form an SLA but is a best guess of our response after a ticket is raised. Server Management includes:

• Our 24/7 response to server and service outages
• Troubleshooting requests (for instance, outbound/inbound email issues, websites not loading or working, DNS issues)
• Software installation requests
• Control panel updates
• Software configuration changes
• Troubleshoot migrations of domains from Linux Platforms only. NO WINDOWS MIGRATIONS WILL PERFORMED BY TPP, SERVER SURGEON OR ANY OTHER THIRD PARTY SERVER ADMINISTRATORS.
  

1.1.3 Server Management does NOT include:

• Testing and/or load balancing of websites
• Troubleshooting web code (we will troubleshoot server related issues, but if the issue in the code, we cannot troubleshoot it, a developer must do so)
• Any type of development work.

1.1.4 TPP may at its discretion outsource server management functions to a 3rd party server management company.

1.2 Payment

Payment of your ServerSlice and/or VPS Footprint is required on the due date. TPP Internet expects payment in advance for services. If payment for your ServerSlice and/or VPS Footprint is not made within 7 days of the invoice due date, we reserve the right to suspend your server and/or charge a late payment fee. Servers may be terminated and deleted after 21 days of non-payment.

1.3 Hosted Content

Content as described by clause 4.3.3 under the General Terms & Conditions is prohibited from being stored on ServerSlice and/or VPS Footprint. If you are in breach of this clause the account may be suspended. ServerSlice and/or VPS Footprint must also not be used for the following purposes:
(1) Game servers
(2) IRC servers
(3) Proxy servers
(4) Torrent/Filesharing servers

1.4 Port Speed

Your port speed is not guaranteed and might not exceed 10Mb/sec. During busy periods your traffic may be shaped by router quality of service functions (QOS).

1.5 Backups for ServerSlice and/or Footprint

1.5.1 We provide a backup space for your ServerSlice and/or VPS Footprint which is on a separate backup server node. However, it remains entirely your responsibility to backup your data regularly and store it in a secure, off-site location.

1.5.2 TPP Internet does provide a third party managed back up service for a premium.  Backups are incremental, cover almost every file on the server (except for the /var/log/ directory as well as /proc/ and /sys/ directories, as they are not needed), are suitable for full server restoration or single file/directory restoration, and retain the last 7 daily backups and last 4 weekly backups incrementally.  The backups reside external to your ServerSlice or VPS Footprint servers.  Note: This service is available for Linux and BSD servers only. We currently do not backup Windows servers for ServerSlice or VPS Footprint.

1.6 ServerSlice or VPS Footprint Bandwidth

1.6.1 Bandwidth is measured using Netflow data directly from the routers, and is calculated as all traffic in + out.

1.6.2 Bandwidth usage is counted from the first to the last day of the month. In the first partial calendar month of service, bandwidth quota is pro-rated from the day the ServerSlice and/or VPS Footprint was ordered to the last day of the billing period.

1.6.3 Usage to and from backup servers inside the network or between ServerSlice and/or VPS Footprint is not counted against your usage.

1.6.4 Bandwidth may be purchased in advance (in blocks of 20 and 50GB) prior to the commencement of the monthly bandwidth cycle at the rate listed on the website. If bandwidth is purchased after the commencement date or in blocks other than 20GB and 50GB, then the standard overage rate of $3.00/GB will apply.

1.6.5 Unused bandwidth does not carry over to the next month.

1.6.6 TPP will audit your bandwidth usage on the first business day of each month. Overage will be automatically invoiced and charged on your account. If you have a credit card on file then we will automatically charge it. If you pay via some other payment method then we will notify via email.

1.6.7 TPP will suspend a ServerSlice and/or VPS Footprint after 7 days for non-payment of bandwidth overage, notwithstanding that you may have already prepaid for the base ServerSlice and/or VPS Footprint in that period.

1.6.8 TPP does not monitor bandwidth consumption or provide usage level warnings throughout the month. TPP has an acceptable use policy for bandwidth and can deem unacceptable usage at it sees fit.

1.6.9 Bandwidth may only be used in the calendar month it was purchased. At the commencement of a new calendar month your bandwidth will reset. Any additional bandwidth blocks you purchased will expire immediately.

1.6.10 You must not host your ServerSlice and/or VPS Footprint without taking basic security precautions. Failure to comply could result in suspension of your service.

(i) All ServerSlice and/or VPS Footprints must have a firewall running at all times. Where possible the firewall should have brute force detection to protect your ServerSlice and/or VPS Footprint against brute force login attacks.

(ii) Windows ServerSlice must be updated and running the latest Windows patches at all times. You must not turn off automatic updates.

(iii) All your passwords must not be dictionary words; they should contain at least 12 characters, with at least one number, one symbol, and one uppercase letter. Passwords should be rotated every 30 days.

(iv) Where possible the use of SSH public/private keys should be implemented on UNIX/Linux boxes instead of SSH over port 3131. The use of additional security enhancements (SELinux, mod_sec rules, SUPHP and suEXEC, etc) is encouraged.

(v) Programs, kernels, scripts and other updateable components should be kept to the latest security patch level at all times.

1.6.11 Microsoft SPLA
(i) TPP offers software licenced under the Microsoft SPLA. Unless otherwise specified (such as free versions of MSSQL Express) all software is licenced for use by one simultaneous user access only. Additional users must be licenced separately. TPP can offer PL licencing (per processor licencing with unlimited users) when there are likely to be many users.

(ii) Reporting any additional usage is entirely your own responsibility. We reserve the right to seek additional funds from you via any method available where you have misreported your usage and as a result Microsoft have sought to recoup additional money from TPP.