Service Terms - Managed Server, Enhanced SLA

Service description

Code Enigma commissions, configures and manages a Linux server for your use. The purpose of this service is to provide you with a professionally managed server environment so you have somewhere to place websites and other applications. More importantly, this service provides additional round-the-clock active response to any supported service issues, 24 hours a day, 7 days a week. Our default supplier for hardware is Amazon Web Services (AWS) however we can manage a server wherever you need it, including internal private clouds.

This is not a support contract, we manage your server at a basic level, keep it secure and online, and that is the extent of our involvement. It is expected that you have a technically competent developer or team, capable of operating without support, for example debugging their own application issues with the server access they have. If you need assistance managing your web applications then this is not the product for you. See "Additional product options" for more details. Please also check our general terms of service.

What is included?

Items in italics are beyond that of the standard contract:

    • Nightly, encrypted, off-site back-ups of your server to a cloud service*
    • Nightly local MySQL back-ups of your database for quick data restore
    • Realtime monitoring via Nagios of all Linux services
    • Resource monitoring via Munin of all Linux services
    • AWS CloudWatch monitoring (AWS only)
    • Managed firewalls, entry points and access protocols
    • Security Group management (AWS only)
    • Managed intrustion protection system via OSSEC
    • Full anti-virus and rootkit protection via ClamAV and rootkithunter
    • Unlimited Code Enigma user accounts for your server
    • Self-service user management via our dashboard
    • Full 'sudo' access for your administrators
    • Linux updates (including security and kernel updates)
    • Security patching, if required
    • Puppet-managed configuration
    • Terraform-managed infrastructure (AWS only)
    • Access to our secure ticketing system to raise tickets with us
    • 24/7/365 active response
    • 24/7/365 ticket and/or telephone response
    • Optional additional supported software
    • SLA backed response time objectives

    * volumes larger than 100GB may be subject to additional charges

    What does it cost?

    There is a £200 plus taxes one-off set-up fee and then server management fees of £250 plus taxes, per month, per managed server. Minimum contract term is twelve (12) months.

    Supported software

    The following software is supported by Code Enigma:

    • Debian Linux
    • HAProxy
    • Varnish
    • Apache
    • Nginx
    • PHP
    • FastCGI
    • NodeJS
    • Python
    • Redis
    • Memcached
    • Percona (MySQL)
    • MySQL MMM
    • Elasticsearch (and Kibana)
    • Apache Solr (base package only)
    • GitLab CE
    • Jenkins CI
    • OpenLDAP
    • Nagios
    • Munin
    • Named
    • OpenVPN
    • Tomcat

    Software not on this list may be installed and patched by Code Enigma, but will expressly not be covered by any service level agreement and will be entirely the responsiblity of the customer. No service credit may be claimed as a result of service outages where the root cause is a fault with unsupported software, including your website(s).

    Service Level Agreement

    1. This plan includes an SLA of 99.9% uptime on supported software only, provided the root cause of the software failure is not other unsupported software (e.g. a customer managed application), a customer member or staff or subcontractor, or a third party supplier action.
    2. The plan also includes specific response time objectives for different levels of ticket priority, agreed with the customer and recorded in the Contract.
    3. If a customer believes Code Enigma failed to meet the software uptime guarantees or response time objectives for their service(s), and they believe it is through the negligence of Code Enigma, they may raise a ticket in the case tracker, providing the reason they believe Code Enigma has been negligent and requesting a pro-rated credit for the resulting down-time.
    4. This plan is for the management of Linux servers provided by a third party organisation, Code Enigma makes no warranty whatsoever as to the availability of the services of the underlying supplier.
    5. This plan is for patching and management of supported software only, the applications and additional software you install on your server(s), including your website(s), are entirely your responsibility and any work carried out by Code Enigma on unmanaged software is carried out "as is" and not subject to any contract or warranty.
    6. Code Enigma engineers are only required to respond to requests relating to:
      • specific software failure within the scope of the agreement;
      • patching of supported software;
      • supported software/hardware configuration requests;
      • security management; or
      • restoration of backups.
    7. Requests for assistance outside of the scope of point 6 will be invoiced on a time and materials basis at £100 per hour plus applicable taxes, minimum time 1 hour.
    8. Any correspondence regarding any matters outside of the scope of point 6 is carried out in good faith and outside of any warranty or service level agreement. Such a response from a Code Enigma engineer may only be taken "as is".
    9. The cloud backup feature is intended to be for a disaster recovery scenario, not for the restoration of individual files. On-demand back-up restore requests for individual assets accidently deleted or destroyed by customer staff or suppliers will be invoiced according to how long the restore request takes to action, at a rate of £100 per hour plus applicable taxes, minimum time 1 hour.

    Tiers of support and response

    This section outlines what type of issue constitutes which tier of support, and what action is expected by both parties.

    Whatever the nature of the issue, ALWAYS raise a ticket first by visiting your support portal or emailing support@codeenigma.com. A ticket is the only sure way to know your issue is raised with the support team.

    If you have an Enhanced SLA contract and you wish to follow up on a ticket via telephone, you may call us on +44 (0)20 3588 2200, but only after raising a ticket for an issue that constitutes Urgent or High priority (see below) and if more than 15 minutes or an hour, respectively, have elapsed without ticket response or contact. Note that by calling our staff before the guide response time is up, you are likely to interrupt them in their work resolving your issue, leading to a longer resolution time.

    Code Enigma reserves the right to charge for erroneous reports of outages or misuse of the 24/7/365 availability for issues that are of neither Urgent or High priority, or come under items that are explicitly not covered (see above). The overate rate is £100 per hour plus applicable taxes.

    Urgent

    • A critical failure, resulting in an outage of customer-facing services, for example:
      • A service failure
      • Timeout messages from the web server
      • Database connection failure reported by the website
      • Disk/memory issues preventing the server from operating
    • Before reporting a site outage, to avoid wasting time and incurring additional fees, you should:
      • Ensure the site is down using a tool like http://www.downforeveryoneorjustme.com/
      • Ensure the problem does not lie with an unsupported element, such as your website code
      • Obtain an MTR report (if you can)
    • We will endeavour to respond to the ticket within 15 minutes - if we have not responded, you may telephone to verify action is in progress, but bear in mind telephoning may slow our response

    High

    • A serious failure, resulting in users being inconvenienced, for example:
      • Solr Search server stops operating
      • Some image styles are not generating
      • External services (e.g. an FTP drop or an API) cannot function properly due to a server fault
    • Before reporting a serious fault with a server:
      • Ensure the problem does not lie with an unsupported element, such as your website code
      • Ensure, if the problem relates to an external service, the fault is not with the supplier of that service
      • Gather enough information to articulate clearly the issue:
        • Tell us where we can observe the problem
        • Tell us how you expected the server/application to behave
        • Tell us what you experienced instead
    • We will endeavour to respond to the ticket within an hour - if we have not responded, you may telephone to verify action is in progress, but bear in mind telephoning may slow our response

    Normal

    • A minor problem, preventing administrators from using the server fully, for example:
      • A problem with a service that does not affect customer experience
      • A cron task needs creating
      • A new user account needs creating for a server
      • Assistance is required managing a server component
    • Before reporting a minor fault with a server or raising a task:
      • Ensure the problem does not lie with an unsupported element, such as your website code
      • Ensure, if the problem relates to an external service, the fault is not with the supplier of that service
      • Gather/give enough information to articulate clearly the issue/explain the task
    • We will endeavour to respond to the ticket within one UK working day - if we have not responded, you may telephone to verify action is in progress

    Low

    • A maintenance task or planned work, for example:
      • A new site launch
      • A new service launch/feature
      • A package upgrade
      • A new continuous integration job
    • We will contact you and schedule such requests with your participation to be performed at a mutually convenient time

    Additional product options

    If you do not require the Enhanced SLA features of 24/7/365 active response or response time objectives on tickets, you may find our Standard SLA server support more attractive.

    We provide Deployment Pipelines for deploying several popular PHP applications, including Drupal, WordPress and Magento, as well as more generic Pipelines for other types of project. These Pipelines allow your developers to forget about arduous application deployments and focus on development, as their code is seamlessly deployed when they push their changes into version control.

    We provide Developer Tools, including managed version control via GitLab CE, if you require a centralised repository for your software projects.

    We provide additional Developer Support contracts for Drupal and some other applications that allow us to support your technical staff more thoroughly.