Operating System: GN Infosys will perform the initial installation and test of any supported operating system, at no additional cost. GN Infosys supported operating systems currently include: Red HatT Linux 7+, FreeBSDT 4+, MandrakeT Linux 7+, WindowsT 2000 Server, & WindowsT Server 2003. GN Infosys will install and test, with customer permission, any and all operating system security and functionality patches, upon customer request, for GN Infosys supported operating systems. Re-installation of any server, for reasons other than hardware failure or hacked/compromised software, will be billed at a rate of $65/hour. GN Infosys will assist with troubleshooting and repairing basic operating system problems for supported operating systems. This includes basic advice on functionality and use of the supported operating systems. Support may be limited in regards to custom operating system configurations, for those clients choosing not to utilize CPanelT (.or operating systems that do not support CPanelT), for configurations that CPanelT would have pre-installed/pre-configured, if the client would have chosen to install CPanelT.

CPanelT: GN Infosys will perform the initial installation and test of the CPanelT software for any server ordered with such. If a managed server includes CPanelT, GN Infosys will support, free of charge, CPanelT related problems and issues. This includes, but is not limited to, support of basic CPanelT functions (ie: adding/removing accounts, dns functions, backup management, etc.) and limited support of CPanelT-installed 3rd party software (ie: proftpd, pureftpd, mailman, agora). GN Infosys will not provide support regarding CPanelT, or any of its' 3rd party software inclusions, regarding issues of software bugs or failure, and such issues should be brought to the attention of the software vendors directly for support.

HARDWARE

Maintenance and Replacement: If any hardware component on a GN Infosys supplied server fails, we will replace it free of charge, within timeframes specified in the Service Level Agreement (SLA). All operating systems, supported and non-supported, as well as software installed prior by GN Infosys, will be re-installed at no additional cost to the client, in the case of failed hardware. For information regarding system restoration beyond the operating system and software, please see the section in the document entitled "Data Recovery/Backups".

Hardware Upgrades: Information on installation/setup fees and/or monthly fees for hardware upgrades is available at http://www.gninfosys.com/dedicateds.html. Upgrading hard drives to a different size or type of drive, requiring the transfer of data and/or operating system and software re-installation, will be billed at a rate of $65/hour.

DATA RECOVERY/BACKUPS

Hardware Failure: GN Infosys always recommends purchasing a backup drive/service with any and all servers. All operating systems, supported and non-supported, as well as software installed prior by GN Infosys, will be re-installed at no additional cost to the client, in the case of failed hardware. If a backup drive exists, and the client was performing their own backups without GN Infosys or CPanelT supplied backup software enabled on the backup drive, GN Infosys will re-install the operating system and software previously installed by GN Infosys, on a new hard drive, and attempt to leave the backup drive and/or defective drive in place for the customer to retrieve/restore data. If a backup drive exists, and GN Infosys or CPanelT supplied backup software was enabled on the backup drive, GN Infosys will re-install the operating system and software previously installed by GN Infosys, on a new hard drive, and will assist with restoration of the CPanelT and/or user data. GN Infosys cannot guarantee full or even partial recovery of data from a failed drive, but will work to the limit of their abilities to restore data from the failed hardware. If a backup drive does not exist in the server, GN Infosys will re-install the operating system and software previously installed by GN Infosys, on a new hard drive, and attempt to leave the defective drive in place for the customer to retrieve/restore data.

Software Failure and Hacked/Compromised Operating Systems: GN Infosys always recommends purchasing a backup drive/service with any and all servers. All operating systems, supported and non-supported, as well as software installed prior by GN Infosys, will be re-installed at no additional cost to the client, in the case of a server suffering software bugs or operating system compromise. If a backup drive exists, and the client was performing their own backups without GN Infosys or CPanelT supplied backup software enabled on the backup drive, GN Infosys will re-install the operating system and software previously installed by GN Infosys, on a new hard drive, and attempt to leave the backup drive and/or bug-ridden/compromised drive in place for the customer to retrieve/restore data. If a backup drive exists, and GN Infosys or CPanelT supplied backup software was enabled on the backup drive, GN Infosys will re-install the operating system and software previously installed by GN Infosys, on a new hard drive, and will assist with restoration of the CPanelT and/or user data. GN Infosys cannot guarantee full or even partial recovery of data from a bug-ridden/compromised drive, but will work to the limit of their abilities to restore data from the bug-ridden/compromised system. If a backup drive does not exist in the server, GN Infosys will re-install the operating system and software previously installed by GN Infosys, on a new hard drive, and attempt to leave the bug-ridden/compromised drive in place for the customer to retrieve/restore data.

GENERAL

Monitoring: GN Infosys will monitor a single port on each server, to verify that the server is operational. The default port that is monitored is HTTP (Port 80), however, on servers that do not respond to such, monitoring is performed via another port. Available monitoring ports are HTTP, SMTP, FTP, and PING. The customer may request that a specific port is monitored, rather than the GN Infosys default selection. Monitoring of multiple ports may be available at an additional cost. If a server fails to respond to the monitored port, GN Infosys will attempt to check the status of the server via another port. GN Infosys will automatically reboot servers that fail to respond after a second tested port fails. If the second tested port responds properly, GN Infosys will attempt to log into the server to restore/restart service on the initial failed port that was being monitored. It is the client's responsibility to update GN Infosys any time that the root password is changed on a server, otherwise GN Infosys will be unable to restore/restart failed monitored services automatically, and will not be held liable for failing to do such.

The following services are not included in GN Infosys managed support, however, are available as "Abnormal Support" billed at a rate of $65/hour:
1. Non-supported operating system installation/configuration/troubleshooting.
2. Operating system reinstallation, for reasons other than failed hardware or hacked/compromised      software.
3. Custom software installation: GN Infosys may, at their discretion, assist with custom 3rd party software     installation; however, the software will not be supported past installation.
4. Upgrading hard drives to a different size or type of drive, requiring the transfer of data and/or operating     system and software re-installation.
5. Any and all work performed for non-managed and/or co-location clients.

* Contact GN INFOSYS for any item/service not explicitly detailed.