Products and Services

SCOPE OF SUPPORT

hosting
Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

Rewards Program - Earn points toward hardware

upgrades, Codero branded gear, etc.

Industry leading SLA - 100% Guaranteed Uptime-30

minute hardware swap upon notice to Codero Hosting
from customer

Pre-Sales Consultation

Cost analysis performed on multiple different

architectures to ensure proper fit and performance

Strategizing on your long-term planning, scaling and

growth needs

Architectural Review of your new or existing

configuration to ensure expectations and needs are
met

Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

Unlimited access to live USA based Customer Support

24x7x365 - Phone, email, chat

World-class data centers -SSAE16 Level 2 with

redundant/HVAC , PCI compliance solutions available

Fully redundant Tier 1 bandwidth

Full access to Customer Portal to easily manage your

environment

Initial Setup

*Standard Dedicated Hosting Service

Page 1 of 10
hosting

The Hybrid Cloud Company

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Products and Services

SCOPE OF SUPPORT

hosting
Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

Server re-images

Configuration review/optimization

Included

Best practices check up / Lockdown / Hardening

- Ensuring that ports, services, etc. are properly
removed if not utilized

Included

Software installation management (Only supported

software - Available from OS only)

Initial Setup - (Continued)

Technical on-boarding and implementation assistance

to ensure your infrastructure is performing to your
expectation

Smoke-Test performed on infrastructure to gauge

performance

Dedicated, named contacts available by phone and

ticket

Quarterly account reviews

Server database clustering

*Standard Dedicated Hosting Service

- Max 2 Per Quarter - (Slave or non slave re-image included - Hardware cost for slave - Customer OS NOT included) - Additional re-image at $50 per image

- Unlimited - (Slave or non slave re-image included - Hardware cost for slave - Customer OS
NOT included)

- Upon request - Advanced support payment required

Page 2 of 10
hosting

The Hybrid Cloud Company

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Products and Services

SCOPE OF SUPPORT

hosting
Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

OS update/Patching on Day 1 of server provisioning

- *Certain OS automatically update - Auto Update
must be turned off

Network usage statistics

Hardware diagnostics/replacement

Server Management

Managed OS update/Patching - Windows, CentOS 5.0

and CentOS 6.0

3rd party application installation assistance

Application/script troubleshooting assistance

*Standard Dedicated Hosting Service

- Upon request - Advanced support payment required

4 - Future patching - Upon request - Advanced support payment required

5

- On-going

Page 3 of 10
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The Hybrid Cloud Company

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Products and Services

SCOPE OF SUPPORT

hosting
Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

If server is compromised, mandatory re-install - No

charge - Wiki doc for best practices and prevention
solutions(fail2ban, etc.)

Network - Best practices review and advice on ACLs

Network - Traffic analysis (on-demand, not historical)

- Ensuring specific traffic is entering/leaving the DC
(SSH, etc.)

Best practices lockdown

Security Analysis/Review

Patching - Linux and Windows

Process and log analysis

Traffic analysis

On-demand security/stability review

*Standard Dedicated Hosting Service

- Upon request - Advanced support payment required

Page 4 of 10
hosting

The Hybrid Cloud Company

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Products and Services

SCOPE OF SUPPORT

hosting
Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

Unmanaged VPN monitoring with Up/Down

Acknowledgement and best practices troubleshooting Codero side only

Ping monitoring

Service port monitoring (WEB, FTP, SSH, SSL, SMTP)

Server resource monitoring (CPU, RAM, DISK)

Threshold monitoring/troubleshooting

A La Carte
Server
Support

Proactive
Managed
Support

Monitoring

Storage and Backup Management

Essential
Server
Support*

EVault only offering (Unmanaged EVault - We install

the agent on the server. Customer configures and
manages backups. Managed EVault - We manage
the backup solution, customer provides path to files for
backup.)

Plesk control panel & FTP backups

Network device configurations - Daily backups for

firewalls and load balancers, one week retention

Backups required
Automated nightly snapshots (included with Smart
Servers - Up to 4 months retention cycle)

7 day rolling backups

*Standard Dedicated Hosting Service

6
7

- Basic offering (agentless) - Customer/Codero notified/Set threshold

- Features upon purchase
Page 5 of 10
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Products and Services

SCOPE OF SUPPORT

hosting

Services
Essential
Server
Support*

Email

A La Carte
Server
Support

Proactive
Managed
Support

If email account compromised, provide wiki article and

response with password reset script (Parallels only)

Email configuration issues/Troubleshooting - Review

ports and DNS - Provide Wiki docs on Setup

Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

Sub-System Support
MSSQL/MYSQL/PHP/Apache/IIS/Website error
logs - NO Code Review - Basic installation/review
configuration file/Sub-systems/File layout - Provide
Wiki article for tuning

MSSQL/MYSQL/PHP/Apache/IIS/Website error logs

- Code review assistance - Basic installation/review
configuration file/Sub-systems/File layout

Panel Support
Full support with productized panels - Escalation to
Plesk or Cpanel

Essential
Server
Support*

A La Carte
Server
Support

No panels allowed with offering

Other Services
Basic software - First time installation without
configuration of software such as Joomla, Moodle,
WordPress, PhpMyAdmin, etc. - If Root level
compromise occurs - re-installation by Codero Hosting
- customer is responsible for settings
Basic software installation with configuration of
software such as Joomla, Moodle, Wordpress,
PhpMyAdmin, etc.

Proactive
Managed
Support

Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

*Standard Dedicated Hosting Service

Page 6 of 10
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The Hybrid Cloud Company

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Products and Services

SCOPE OF SUPPORT

Services - (Continued)
Other Services - (Continued)

hosting
Essential
Server
Support*

Cron job/Scheduled task configuration

A La Carte
Server
Support

Proactive
Managed
Support

Custom disk partitioning - Not available for Smart

Servers

SSL certificate installation - Full support only with

C-Panel/Plesk. Non Panel Servers receive Wiki link or
referral to SSL providers knowledge base information

SSL certificate installation - Full support with Wiki

documentation
Anti-virus scan installation Add/remove - Wiki
documentation provided

Data migrations/Migrations - Data migration and

assistance with services only

Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

Storage

NAS/SAN Storage - Device installation, server

mapping (Windows/Linux) - Wiki articles on how to
connect storage to Windows and Linux servers

Cloud Elastic Block Storage (CEBS) - Device

connectivity, troubleshoot connectivity and
performance issues, monitoring of performance
statics on the volume, monitoring of overall cluster
performance, and proactive monitoring hardware/
network failures relating to Cloud Elastic Block Storage
(CEBS)

Storage

*Standard Dedicated Hosting Service

8
9

- Basic installation - Customers are responsible for scanning and virus removal
- Additional storage services must be purchased
hosting

The Hybrid Cloud Company

Page 7 of 10
www.codero.com 1-866-2-Codero

Products and Services

SCOPE OF SUPPORT

hosting
Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

Firewalls - Hardware firewall ONLY

10

Required

Base configurations (managed by Codero)

Installation of supported software revisions

ACL modifications

Ping Monitoring on firewall

VPN - Must be part of hardware firewall solution for

support

10

10

VPN troubleshooting - Site-to-site IPSec VPNs

(Codero side only)

Remote access VPNs

Remote access VPN software (Supported applications/

versions only)

Modification of VPN settings (User management,

managing remote networks)

Networking

*Standard Dedicated Hosting Service

7
10

- Features upon purchase

- Additional firewall services must be purchased
Page 8 of 10
hosting

The Hybrid Cloud Company

www.codero.com 1-866-2-Codero

Products and Services

SCOPE OF SUPPORT

hosting
A La Carte
Server
Support

Proactive
Managed
Support

Load Balancers

11

11

Base configuration (managed by Codero)

Installation of supported software revisions

VIP configuration

Real Server pool configuration

Health checks

SSL certificate installation

Ping Monitoring on Load Balancers

Networking - (Continued)

Essential
Server
Support*

*Standard Dedicated Hosting Service

- Upon request - Advanced support payment required

- Features upon purchase

11

- Additional load balancer services must be purchased

Page 9 of 10
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Products and Services

SCOPE OF SUPPORT

Networking - (Cont)

hosting
Essential
Server
Support*

A La Carte
Server
Support

Proactive
Managed
Support

Virtualization
SMART SERVER HyperVisor - Support basic
functionality/Installation/Full OS support. HyperVisor is
trouble shot as an individual machine. Version upgrade
on VM and support for the VM is not included.

12

Patching
Operating system/Vulnerability/Software based - OS
level - Kernal, Apache,MySQL, other packages as
needed

Monitoring
Ping monitoring

Service port monitoring (WEB, FTP, SSH, SSL, SMTP)

Server resource monitoring (CPU, RAM, DISK)

Backup
Automated nightly snapshots

Configuration build out

Creating pre-configured templates - Customer selects
configuration/OS/Apps - Built to use

*Standard Dedicated Hosting Service

12

- Proactive managed cloud support

Page 10 of 10
hosting

The Hybrid Cloud Company

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