Managed Services Addendum

1. AGREEMENT

This Managed Services Addendum, referred to as a Technical Addendum, sets forth the Phoenix NAP Managed Services offering for management and monitoring of client infrastructures and environments (the “Services”). Phoenix NAP LLC agrees to provide the Services referenced in this agreement through its internal support department. This Agreement (as defined below) between Client and Phoenix NAP sets forth the Service description and obligations governing Phoenix NAP provisioning or delivering Services to Client and Client’s use of those Services. Managed Services are provided by Phoenix NAP pursuant to the Master Service Agreement (“MSA”), which are incorporated herein by reference, in addition to these terms and conditions. Please review the MSA set forth at https://phoenixnap.com/cs/legal/. This Agreement consists of the terms and conditions set forth herein, the MSA, and any other applicable terms and conditions for other Phoenix NAP Services ordered or used by Client which are fully incorporated herein (collectively, the "Agreement”). In the event of a conflict between the Terms and conditions and a Custom Statement of Work (“SOW”) the SOW shall control.

2. THE SERVICE

The Service described herein and other optional custom services are intended to detail the specific support services, activities and deliverables provided to Client by Phoenix NAP through this Managed Services offering. Phoenix NAP will provide the Services described below and/or any additional Custom selected services detailed on the Service Order Form (“SOF”) or Statement of Work (“SOW”) for which Phoenix NAP has been paid the appropriate fee.

Three (3) managed services packages are available:

  • Basic
  • Advanced
  • Custom
  1. Basic Package Features
    • Includes all server and network management capabilities provided in the Technical Scope
    • Availability Monitoring for up to five custom services per managed server or VM
    • Ability to choose one of six (6) pre-defined patching windows
    • Server performance statistics provided weekly via email
    • One (1)-hour First Meaningful Response SLA
  2. Advanced Package Features
    • Availability Monitoring for unlimited custom services per managed server or VM
    • Ability to set a custom patching window for the account, with the exception of off limits hours dictated by NOC Services as 7:00 a.m. to 12:00 p.m., MST
    • Includes up to one (1)-hour of custom work per month; Custom work is defined as non-automated, customer requested work
    • Server and Network performance statistics provided weekly via an automated email
    • Proactive troubleshooting and attempted resolution in addition to standard customer escalation
    • 30 minute First Meaningful Response SLA
  3. Custom Package Features
    • Includes all server and network management capabilities provided in the Technical Scope and additional capabilities and responsibilities defined in a customer-specific SOW
    • Availability Monitoring for unlimited custom services per managed server or VM
    • Ability to set a customer patching window per-application or service group as defined by pre-sales engineering in the SOW, with the exception of off-limits hours dictated by NOC Services as 7:00 a.m. to 12:00 p.m., MST.
    • Includes up to three (3) hours of Custom Work per month; Custom Work is defined as non-automated, customer-requested work
    • Pro-active troubleshooting and attempted resolution in addition to standard customer escalation
    • 30-minute First Meaningful Response SLA

3. TECHNICAL SCOPE

  1. Monitoring Services
    • Monitor managed devices, various performance metrics, application services and availability via ICMP pings, host agents and SNMP trap collection.
    • 24x7x365 device monitoring
    • CPU, Memory, Disk, System load
    • System Uptime
    • Basic Up/Down ICMP pings
    • Port monitoring
  2. Managed Servers
    • Windows (2008/2012), Linux (CentOS, Ubuntu, Debian), ESXi
    • Hardware and operating system issues:
      • How-to questions
      • Password resets
      • System/Network up/down issues
      • Rack and Stack requests
      • HDD diagnostics utilizing SMART diagnostic tools
      • RAID diagnostics using vendor defined RAID tools
      • Front-end and back-end port configurations
      • Update and/or repair file system issues
    • Control Panel issues (cPanel/Plesk):
      • Control Panel configuration updates
    • LAMP stack:
      • OS-level issues, web-application stack issues, HTTP response analysis and/or debugging
      • Caching/load balancing issues
      • Apache set up and configuration issues
      • Vhost configuration issues
    • Network connectivity issues:
      • Speed/duplex synchronization
      • VLAN set up
      • Front-end/Back-end port configuration
      • Frontend IP addressing
      • Frontend OSPF
    • Server/network latency issues:
      • Traceroute analysis
      • ICMP packet analysis
      • DOS/attack vector mitigation via packet filtering
    • Remote Hands Support
  3. Managed Firewall
    • User creation and permission management
    • Connection configuration (assign public IPs)
    • Private network configuration
    • Object creation
    • Basic NAT set up and configuration
    • Basic security policy set up
    • Critical firmware updates
    • Maintain current, and three (3) previous, device configurations
  4. Managed Switch
    • User creation and management
    • SSH management connection set up
    • Management connection configuration
    • Basic network management:
      • Add/remove IPs
      • Add/remove VLANs/VEs
      • Add/remove static routes
    • Port related issues (errors, bouncing, protection)
    • Critical firmware updates
    • Maintain current, and three (3) previous, device configurations
  5. Patch Management
    • Operating System critical and/or critical security patches
    • Operating systems (Windows 2008/2012, CentOS, Ubuntu, ESXi)
    • Applications (Apache/IIS, cPanel/Plesk, PHP, MySQL, Java, Tomcat)
    • Patch identification and download
    • Patch deployment in client production environment during pre-defined maintenance window
    • Client notification upon completion
    • Rollback using commercially reasonable efforts when necessary
  6. Domain Name Services and SSL Certificate Management
    • Domain name registration and management served from Phoenix NAP DNS servers
    • External name resolution issues
    • External reverse lookup resolution issues
    • SSL registration and management
    • Domain and SSL renewals

4. SERVICE LEVEL AGREEMENT

Phoenix NAP managed services offering is provided in accordance with the Service Level Agreement ("SLA") addendums. Please refer to the relevant SLA addendum for credit information.

5. DISCLAIMERS

The Phoenix NAP managed services offering is provided to Clients of Phoenix NAP. Clients are responsible for providing all necessary credentials for accessing Client environments. Client represents that all Client owned or leased hardware and software are in good working order. Phoenix NAP will not conduct a health test on the Client environment prior to executing the Services as described herein. In the event Phoenix NAP determines that the client environment was not in good working order prior or during delivering the Service, additional charges may apply. Client changes and all respective requests relating to this offering shall be submitted to Phoenix NAP via the standard support ticket process as described in the MSA at [email protected].

6. LIMITATION OF LIABILITY

IN NO EVENT WILL PHOENIX NAP BE LIABLE FOR ANY CONSEQUENTIAL, INDIRECT, EXEMPLARY, SPECIAL OR INCIDENTAL DAMAGES, INCLUDING ANY LOST DATA AND LOST PROFITS, ARISING FROM OR RELATING TO THE MASTER SERVICES AGREEMENT, MANAGED SERVICES OR ANY THIRD-PARTY SOFTWARE. PHOENIX NAP SHALL NOT HAVE ANY LIABILITY FOR ANY PROGRAMS OR DATA USED WITH THE THIRD-PARTY SOFTWARE, INCLUDING WITHOUT LIMITATION ANY LOSS OF PROGRAMS OR DATA OF ANY KIND OR THE COSTS OF RECOVERING SUCH DATA. THE TOTAL CUMULATIVE LIABILITY OF PHOENIX NAP IN CONNECTION WITH THIS AGREEMENT AND ANY SOFTWARE, WHETHER IN CONTRACT OR TORT OR OTHERWISE, WILL NOT EXCEED THE AMOUNT OF TOTAL FEES PAID FOR THE SERVICES BY CLIENT DURING THE PERIOD OF SIX (6) MONTHS IMMEDIATELY PRECEDING THE DATE ON WHICH THE EVENT GIVING RISE TO THE CLAIM OCCURRED. CLIENT ACKNOWLEDGES THAT THE FEES REFLECT THE ALLOCATION OF RISK SET FORTH IN THIS AGREEMENT AND THAT PHOENIX NAP WOULD NOT ENTER INTO THIS AGREEMENT WITHOUT THESE LIMITATIONS ON ITS LIABILITY. THIS PARAGRAPH SHALL BE INTERPRETED IN THE BROADEST SENSE TO LIMIT THE LIABILITY OF PHOENIX NAP.

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