Lanlogic Hosted Services: Real People, Real Service

Lanlogic Service Level Agreement

Last Updated: September 5, 2012

Lanlogic takes your decision to entrust your service to us very seriously. Our team is committed to providing the highest level of service to your business and look forward to working with you.

This Service Level Agreement and Terms and Conditions is an agreement between Lanlogic, Incorporated (Lanlogic, we, us, our) and you, the customer (Client, Customer, you, your), that defines the services Lanlogic provides for your organization, our commitments to service availability, proactive care and maintenance, as well as your responsibilities as a Lanlogic customer.

What Lanlogic is responsible for:

  • Operating system updates as required
  • Service monitoring
  • Automatic response to service outages
  • Server security and health checks
  • Time allotments for custom support issues (managed dedicated servers only)
  • Server support via web, email, telephone
  • 24/7 emergency telephone support

What you, the customer are responsible for:

  • Provide Lanlogic with access information
  • Keep your contact information up to date
  • Keep your account in good standing

Managed server agreements include time that can be used throughout the month to resolve any server or site specific issues you may encounter. This time does not have to be specific to your managed server(s) routine maintenance or updates and can be used for assistance with issues such as client configuration, user support, server customization, or professional services (for example, IT planning). The amount of time you are entitled to is calculated based on the number of servers Lanlogic manages for your organization (see table in Appendix B).

Response times:

Lanlogic provides three levels of support; Standard, Urgent, and Emergency.

  • Standard Support: Lanlogic will respond within 1-business day.
  • Urgent Support: Lanlogic will respond within 4 hours during normal business hours.
  • Emergency Support: Lanlogic will respond within 2 hours.

These levels of service are further defined in sections 1.17, 1.18 and 1.19 of the “Lanlogic Service Level Agreement” below.

Normal business hours are further defined in section 1.20 of the “Lanlogic Service Level Agreement” below.

Contact information can be found in Appendix D below.

Operating system updates:

The following only applies to Full Managed Services and Managed Services customers as defined in sections 1.1 and 1.2 in the “Lanlogic Service Level Agreement” below.

Lanlogic, Inc. will attempt to schedule the installation of updates for non-peak times so to minimize the potential disruption to business services. The customer will be notified at least 48 hours in advance of the maintenance.

Lanlogic, Inc. may install a critical security update to the server at any time, without prior notice to the customer. Lanlogic, Inc. will install all non-critical updates to the server within 30 days of the update’s release. Lanlogic, Inc. may postpone the installation of an update if there is a possibility of compatibility problems with other applications.

Server monitoring:

The following only applies to Full Managed Services and Managed Services customers as defined in sections 1.1 and 1.2 in the “Lanlogic Service Level Agreement” below.

Lanlogic, Inc. uses a proactive monitoring solution to verify the health of a server by auditing the CPU(s), hard disk usage, memory utilization, and service availability. By default, we monitor all of the appropriate services based on the role of the server. We can monitor additional custom services at the request of the customer.

Automatic response to service outages:

In the event of a service outage, Lanlogic, Inc. is automatically alerted and an engineer is immediately assigned to the problem.

Server security and health checks:

The following only applies to Full Managed Services and Managed Services customers as defined in sections 1.1 and 1.2 in the “Lanlogic Service Level Agreement” below.

Lanlogic, Inc. performs regular security audits on servers during normal maintenance cycles. Lanlogic, Inc. uses a variety of tools to audit the security of a server, and will automatically fix any security issues related to the operating system or approved software installations if found.

Should Lanlogic, Inc. discover a security issue that is the result of a non-approved software installation or a customer modification, the customer will be notified immediately. Any work performed by Lanlogic, Inc. to resolve the security issue is not covered under the monthly agreement and is billable to the customer.

Lanlogic, Inc. cannot be held liable for any security breaches that are the result of third-party software installation or customer modifications.

Lanlogic Service Level Agreement

This Lanlogic, Inc. Service Level Agreement (“SLA”) applies to all dedicated servers. The client agrees that Lanlogic, Inc. internal measurements establish the eligibility for any applicable Performance Credit. In the event that the client determines that a discrepancy in such measurement exists, the client shall promptly notify Lanlogic, Inc. and Lanlogic, Inc. and the client will mutually agree upon the validity and accuracy of the measurement, and upon the client’s eligibility for any applicable Performance Credits.

This SLA may be amended at any time by Lanlogic Inc. providing Customer is notified 30 days prior to such change. In the event Customer cannot, will not agree to such amended SLA, Customer shall have the right to cancel this agreement at no additional charge.

1. Definitions

1.1. Full Managed Services (“Full Managed Services”) is defined as security audits, application and server updates, user management, and software installations from approved vendors (see Appendix A) on the dedicated server to be performed by Lanlogic, Inc. for the client. Lanlogic, Inc. will maintain the server and provide monthly System Administration to the server. Special requests for Administration on the server will be completed within 24 hours of request and be made by the client or authorized agent working for the client. Full Managed Service do not allow root or administrator access to the server.

1.2 Managed Services (“Managed Services”) is defined as a monthly system overview by a System Administrator. Lanlogic, Inc. will perform a set of performed checks, audits, and reports on the server and provide monthly e-mail regarding your server. This service is to provide the clients with knowledge and overview of the server. From time to time security updates, application patches, and System Administration may be performed free of charge. In addition to these services System Administrator may make recommendations to improve the overall performance, security, and updates to the service. At the sole discretion of the System Administrator any installation, configuration, or tuning of the server may be considered billable. Lanlogic, Inc. agrees to provide the client with notification during monthly report on what items are "free of charge" and what items are "billable". To participate in Managed Services, the client agrees to maintain an updated username and password with FULL rights to the server.

1.3. UnManaged Services (“UnManaged Services”) is defined as servers that are rented to clients. Lanlogic, Inc. performs no maintenance, security checks, and user management for the client. Lanlogic, Inc. will perform system administration on a per incident basis. All services performed on the server come without warranty or guarantee. All service performed on the dedicated server are subject to an $185.00 an hour labor fee.

1.4. Co-Location Services ("Co-Location Services") is defined as servers that are property of the clients with rack space, bandwidth, and Ethernet ports which are rented on a monthly basis. All services performed on the server come without warranty or guarantee. The client is responsible for supplying replacement parts, hot swappable hardware and software media. All services performed on the client’s servers are subject to a $185.00 an hour labor fee. Clients that use Lanlogic, Inc. have an option to participate in Managed Services.

This is subject to the approval of a Lanlogic, Inc. Administrator with an additional monthly fee.

1.5. Lanlogic, Inc. Network (“Lanlogic, Inc. Network”) is defined as the equipment, software and facilities within the Lanlogic, Inc. network segment, including Lanlogic, Inc. contracted ISP service to which the Lanlogic, Inc. network segment is connected, collectively used by Lanlogic, Inc. to provide the service.

1.6. Service Availability (“Service Availability”) is the total time in a calendar month that Lanlogic, Inc. is available through the Internet, provided that the client has established connectivity. Lanlogic, Inc. will use its best efforts to provide clients with 99.9% network availability. Lanlogic, Inc. takes responsibility for the Service Availability within their network, but cannot be held liable for upstream problems. The Lanlogic, Inc. Network will be available to clients free of Network Outages for 99.9% of the time.

1.7. Service Downtime ("Service Downtime") is any unplanned interruption in Service Availability during which the client is unable to access the services as described above in section 1.6 that is determined to have been caused by a problem in the Lanlogic, Inc. Network as confirmed by Lanlogic, Inc. Service Downtime is measured as the total length of time of the unplanned interruption in Service Availability in a calendar month.

1.8. Scheduled Service Downtime (“Scheduled Service Downtime”) is any Lanlogic, Inc. interruption of Managed Services. Lanlogic, Inc. reserves the right to plan a scheduled outage with twenty-four (24) hours advance notice. Lanlogic, Inc. will use its best efforts to schedule these outages at non-peak hours and limit their occurrence to strictly necessary upgrades and required maintenance. It is the client’s responsibility to notify all persons within their organizations of scheduled downtime.

1.9. Performance Credit (“Performance Credit”) occurs when 99.9% uptime is not met. Lanlogic, Inc. will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 60% of the customer's monthly fee). Network downtime is measured from the beginning of the Service Downtime to the time the server is once again able to transmit and receive data.

1.10. Monitoring Service (“Monitoring Service”) is the service Lanlogic, Inc. provides in monitoring TCP/IP based ports and applications through its internal monitoring service. To participate in this, Lanlogic, Inc. must have valid system administrator access to repair the server in the event of a service/daemon failure. Lanlogic monitors the server as a whole but does not monitor individual mailboxes or sites.

1.11. SMTP Our mail servers use SMTP, a "store-and-forward" email protocol, to deliver outbound messages. SMTP does not guarantee immediate delivery of messages. By default, our servers make a delivery attempt three times in each ten minute interval; after that the server will attempt message delivery every fifteen minutes. If within twelve hours there is no successful delivery, a delay notification is emailed to the sender. If within two days there is no successful delivery, a non-delivery report is returned to the sender.

1.12. Server Downtime Calculations Server downtime is not recorded and no credit is issued during scheduled or emergency system maintenance providing emergency system maintenance does not exceed 2 hours per month. Outages caused by the actions beyond Lanlogic's control, are excluded from the uptime/downtime calculations.

1.13. Upgrade Upgrades are major version updates, having a change in the major version number and are usually described as a “new release”

1.14. Update Updates are within version patches, bug or security fixes for your software having a change in the minor version number.

1.15. Response Time Response time is the time that elapses between when a service request or inquiry is received by Lanlogic and the time when Lanlogic begins to respond to that issue.

1.16. Resolution Time Resolution time is the time that elapses between when a service request or inquiry is received by Lanlogic and the time when the issue is resolved.

1.17. Standard Support includes all day-to-day maintenance of the server(s), client(s), connectivity and services. Lanlogic, Inc. will respond to these requests within 1 business day.

1.18. Urgent Support includes all items listed in Standard Support, but with an adverse effect on service or business process affecting a single user or group of users. Lanlogic, Inc. will respond to these requests within 4 hours.

1.19. Emergency Support is any disruption in service that impacts an entire organization. Lanlogic, Inc. will respond to these requests within 2 hours.

1.20. Normal Business Hours Lanlogic, Inc. operates Monday through Friday, between the hours of 6:00 AM and 5:00 PM, Pacific Standard Time, excluding holidays.

2. Service Downtime Performance Credit.

2.1. In the event of Service Downtime in which monthly Service Availability is less than 99.9%, Client will receive a Performance Credit as described in section 1.6 of this document.

3. Service Exclusions.

3.1. This SLA does not cover Service Downtime caused by problems in the following:

3.1.1. A client’s local area network.

3.1.2. Client-provided Internet connectivity or end-user software.

3.1.3. Anything inside the client’s internal network, including, but not limited to, firewall configuration and bandwidth to Internet, local area workstations, servers, software, and configuration.

4. Service Downtime Exclusions.

4.1. The following are excluded from the monthly calculation of Service Availability:

4.1.1. Any utilized Scheduled Service Downtime.

4.1.2. Any problems outside Lanlogic, Inc. Network.

4.1.3. Any interruptions, delays or failures caused by Client or Client’s employees, agents, or
subcontractors, such as, but not limited to, the following:

4.1.3.1. Inaccurate configuration, including password changes.

4.1.3.2. Non-compliant use of any software installed on the server.

4.1.3.3. Client initiated server over-utilization.

5. Server Hardware for Full Managed, Managed, and UnManaged Servers.

5.01. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array.

5.0.2. Hardware replacement or repair will occur within 12 hours of Lanlogic's determination that the hardware has failed. Lanlogic, Inc. will refund 25% of the monthly fee per additional 12 hours of down time (up to 100% of customer's monthly fee).

5.03. Restoration is defined as returning the server to original configuration as of the last successful backup set. If hardware failure causes corrupted Operating System, Data Files, or Configuration of server, Lanlogic, Inc. will restore the system to the last successful backup state.

5.04. This section is specific to UnManaged Services and Co-Location Services customers described in sections 1.3 and 1.4. For UnManaged and Co-Location Services, Lanlogic, Inc. does not take responsibility for the overall security of servers unless specified in the hosting agreement. If servers are compromised in any way, Lanlogic, Inc. reserves the right to audit the server and/or temporarily suspend service until the issue is resolved. Lanlogic will notify Customer within 48 hours of said actions. The security of UnManaged Services and Co-Location Services is the sole responsibility of the client.

6. Backup Policies for Full Managed, Managed, UnManaged Servers and Hosted Exchange.

6.1. Backups for servers are performed on Full Managed and Managed systems as follows: One full backup of all data on the server and backup of the full Microsoft Exchange information store is performed once a week on Friday nights. A differential backup is performed on every evening Monday through Thursday.

6.2 All backups are archived on site for a total of 5 days.

6.3 Once a backup ages to 5 days the oldest file is overwritten on the 6th day by the latest back up file.

6.4 Data constitutes all user data and does not imply that the operating system or program files directories, or, any data being stored in any other location other than user folders or folders not designated by the customer as critical data.

6.5 Hosted Exchange backups are a Full Microsoft Exchange information store backups performed daily Monday through Friday.

6.6 Microsoft Exchange information store constitutes the email database in its full entirety. Individual mailboxes are not backed up nor are they restorable separately from the full database. This back up is intended as a disaster recovery back up in the event that the server needs to be rebuilt and not as a stop gap for deleted accounts or individual emails.

6.7 UnManaged servers are not backed up by Lanlogic without a separate contracted agreement. No data protection for backups is implied or granted for any UnManaged client system by default.

6.8 Lanlogic cannot guarantee 100% data recovery in a disaster recovery scenario. Best efforts will be put forth to recover as much data as possible.

6.9 All critical user data should be backed up using advanced methods, where applicable. Advanced backup methods are available for additional fees. Not all advanced back up methods are available for all Lanlogic services.

Lanlogic Service Terms and Conditions

Payment Terms

  • One year commitment required; automatically renewing after the first year to month-to-month.
  • Initial setup charge must be paid prior to the start of work unless you have approved credit with Lanlogic and Lanlogic is in receipt of a valid purchase order.
  • All billing is handled via credit card unless credit and terms are arranged in advance
  • Government and Educational institutions are automatically approved with a valid purchase order

Rates: Lanlogic may revise its rates for hosting service by providing the customer written notice by email at least thirty (30) days in advance of the next billing term.

Termination: For customers under month-to-month terms, either party may terminate service by providing the other thirty (30) days written notice that it does not wish to renew or that it wishes to renew for a fixed term.

Servers hosted within the Lanlogic network are open to the public. You are solely responsible for your usage of the Lanlogic network and servers. Acknowledging the foregoing, you specifically agree not to use our service in any manner that is illegal or libelous.

Background

From time to time Lanlogic may impose reasonable rules and regulations regarding the use of its services. Such rules and regulations are called Acceptable Use Policies (AUPs) and are posted on the Internet at http://www.lanlogic.net.

Lanlogic specifically disclaims all warranties of merchantability and fitness for a particular purpose. You agree to protect and indemnify Lanlogic against any and all liability, loss or expense arising from claims of libel, unfair competition, unfair trademarks, trade names or patents, violations of rights of privacy and infringement of copyrights and property rights resulting from your use of Lanlogic.

Lanlogic reserves the right to refuse service to anyone at any time. However, If Lanlogic should deem it necessary to initiate termination of services with you; Lanlogic specifically agrees to provide reasonable access but in no case less than 30 days to in order to download any files which may still reside on the server being removed from the network. In no event shall Lanlogic be liable for any loss, loss of data, or other commercial damage, including but not limited to special, incidental, consequential or other damages which result from this termination of services.

This agreement is effective upon activation of Customer's server on the Lanlogic network and continues until terminated by either party. If this agreement is terminated by either party, Customer is still responsible for any charges on the Customer's account. Once notice of termination is received by either party, no further changes shall be made to the Customer's account beyond those incurred up to the date of termination. Lanlogic and/or the Customer may not amend or change this agreement unless both parties agree to it in writing.

Customer understands and agrees that the City of Livermore, CA and the County of Alameda, CA in which Lanlogic is located shall be the exclusive forum for any legal action relating to Lanlogic’s services, and the customer expressly consents to the personal jurisdiction of such court.

System and Network Security

Violations of system or network security are prohibited, and may result in criminal and civil liability. Lanlogic will investigate incidents involving such violations and may involve and will cooperate with law enforcement if a criminal violation is suspected. Examples of system or network security violations include, without limitation, the following:

Unauthorized access to or use of data, systems or networks, including any attempt to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without express authorization of the owner of the system or network.

Unauthorized monitoring of data or traffic on any network or system without express authorization of the owner of the system or network.

Interference with service to any user, host or network including, without limitation, mail bombing, flooding, deliberate attempts to overload a system and broadcast attacks.

Forging of any TCP-IP packet header or any part of the header information in an email or a newsgroup posting.

Violators of the policy are responsible for the cost of labor to cleanup and correct any damage done to the operation of the network and business operations supported by the network, and to respond to complaints incurred by Lanlogic. Such labor is categorized as emergency security breach recovery and is currently charged at $275 (us) per hour required.

Password Protection

Customer is responsible for protecting Customer's password and for any authorized or unauthorized use made of Customer's password. Customer will not use or permit anyone to use Lanlogic's service to guess passwords or to access other systems or networks without authorization. Lanlogic will fully cooperate with law enforcement authorities in the detection and prosecution of illegal activity.

Internet Etiquette

Customer is expected to be familiar with and to practice good Internet etiquette (Netiquette). Customer will comply with the rules appropriate to any network to which Lanlogic may provide access. Customer should not post, transmit, or permit Internet access to information Customer desires to keep confidential. Customer is not permitted to post any material that is illegal, libelous, tortuous, or likely to result in retaliation against Lanlogic by offended users. Lanlogic reserves the right to refuse or terminate service at any time for violation of this section. This includes advertising services or sites via IRC or USENET in clear violation of the polices of the IRC channel or USENET group. Customer will indemnify Lanlogic and hold Lanlogic harmless from any damage to Lanlogic's business, service, equipment, network, operations, or reputation resulting from Customer's actions, including but not limited to any government actions, acts of vandalism or other retaliation, and any claims of libel, unfair competition, infringement of any patent, copyright, trademark, service mark, or other intellectual property right, violation of privacy, or other tort.

Copyright Infringement - Software Piracy Policy

The Lanlogic network may only be used for lawful purposes. Transmission, distribution, or storage of any information, data or material in violation of United States or state regulation or law, or by the common law, is prohibited. This includes, but is not limited to, material protected by copyright, trademark, trade secret, or any other statute.

Making unauthorized copies of software is a violation of the law, no matter how many copies you are making. If you copy, distribute or install the software in ways that the license does not allow, you are violating federal copyright law. If caught with pirated software, you or your company may be liable under both civil and criminal law, and you may be fined up to $250,000 and/or receive up to 5 years in jail.

Lanlogic will cooperate fully with any civil and/or criminal litigation arising from the violation of this policy.

Network Responsibility

Customers have a responsibility to use the Lanlogic network responsibly. This includes respecting the other Customers of Lanlogic. Lanlogic reserves the right to suspend and or cancel service with any Customer who uses the Lanlogic network in such a way that adversely affects other Lanlogic Customers. In the event Customer adversely affects other Lanlogic customers, Lanlogic will notify Customer within 48 hours of said actions. This includes but is not limited to:

  • Attacking or attempting to gain unauthorized access to servers and services that belong to Lanlogic or its Customers (i.e. computer hacking), and/or
  • Participating in behavior which results in reprisals that adversely affect the Lanlogic network or other Customers' access to the Lanlogic network.

Lanlogic will react strongly to any use or attempted use of an Internet account or computer without the owner's authorization. Such attempts include, but are not limited to, "Internet Scanning" (tricking other people into releasing their passwords), password robbery, security hole scanning, port scanning etc.

Any unauthorized use of accounts or computers by a Lanlogic customer, whether or not the attacked account or computer belongs to Lanlogic, will result in severe action taken against the attacker. Possible actions include warnings, account suspension or cancellation, and civil or criminal legal action, depending on the seriousness of the attack.

Any attempt to undermine or cause harm to a server, or customer, of Lanlogic is strictly prohibited.

Violations of this policy may be reported directly to the FBI. Lanlogic will cooperate fully with any civil and/or criminal litigation arising from the violation of this policy.

Lawful Purpose

All services may be used for lawful purposes only. Transmission, storage, or presentation of any information, data or material in violation of any United States Federal, State or City law is prohibited. This includes, but is not limited to: copyrighted material or material protected by trade secret and other statute except such materials as is rightfully owned by, or assigned to, Customer. The subscriber agrees to indemnify and hold Lanlogic harmless from any claims resulting from the use of the service which damages the subscriber or any other party.

Child Pornography on the Internet

Lanlogic will cooperate fully with any criminal investigation into a Customer's violation of the Child Protection Act of 1984 concerning child pornography. Customers are ultimately responsible for the actions of their clients over the Lanlogic network, and will be liable for illegal material posted by their clients.

According to the Child Protection Act, child pornography includes photographs, films, video or any other type of visual presentation that shows a person who is or is depicted as being under the age of eighteen years and is engaged in or is depicted as engaged in explicit sexual activity, or the dominant characteristic of which is the depiction, for a sexual purpose, of a sexual organ or the anal region of a person under the age of eighteen years any written material or visual representation that advocates or counsels sexual activity with a person under the age of eighteen years.

No credits will be issued for any interruption in service resulting from policy violations. Violations of the Child Protection Act may be reported to the Federal Trade Commission.

Commercial Advertisements with Email

Lanlogic takes a zero tolerance approach to the sending of Unsolicited Commercial Email (UCE) or SPAM over our network. Very simply this means that customers of Lanlogic may not use or permit others to use our network to transact in UCE. Customers of Lanlogic may not host, or permit hosting of, sites or information that is advertised by UCE from other networks. Violations of this policy carry severe penalties, including termination of service.
Sending a message, especially an advertisement, to more than five recipients, is by itself spamming unless the individuals have specifically requested to be added to a mailing list on that topic. This includes both commercial advertisements and informational messages sent to recipients via electronic mail (email) as well as off-topic messages posted in Usenet discussion groups where the recipient has not requested or invited the message. Email is a person-to-person medium, not a broadcast medium.

Customers of Lanlogic are strictly prohibited from using or permitting others to use UCE or SPAM over our network. As our Customers are ultimately responsible for the actions of their clients over the Lanlogic network, it is advisable that Customers develop a similar, or stricter, policy for their clients.

Violation of Lanlogic's SPAM policy will result in severe penalties. Upon notification of an alleged violation of our SPAM policy, Lanlogic will initiate an immediate investigation (within 48 hours of notification). During the investigation, Lanlogic may restrict Customer access to the network to prevent further violations. If Customer is found to be in violation of our SPAM policy, Lanlogic may, at its sole discretion, restrict, suspend or terminate Customer's account providing that Customer fails to cure said violations within 48 hours. Further, Lanlogic reserves the right to pursue civil remedies for any costs associated with the investigation of a substantiated policy violation. No credits will be issued for any interruption in service resulting from policy violations. Lanlogic will notify law enforcement officials if the violation is believed to be a criminal offense.

Violation of Lanlogic's SPAM policy may be reported to abuse@lanlogic.net

IP Address Overlap

Lanlogic administers the network which the Customer's server resides on. The customer cannot use IP addresses which were not assigned to them by Lanlogic staff. Any server found using IPs which were not officially assigned will be suspended from network access until such time as the IP addresses overlap can be corrected.

IRC

Lanlogic allows the use of IRC inside the Lanlogic network as long as the use of IRC on a Lanlogic server does not violate any of the other terms of this AUP. As a policy, Lanlogic will not provide vanity IRC reverse DNS records. To enforce this policy Lanlogic does not turn the reverse address of IP's over to the customer. Authority over this information remains with Lanlogic.

Billing

The Customer understands that the Customer is responsible for paying for any network resources that are used to connect the Customer's server to the Internet. The Customer may request that the Customer's server be disconnected from the Internet, but the Customer will still be responsible for paying for any network resources used up to the point of suspension or Cancellation.

Suspension

Lanlogic reserves the right to suspend network access to any Customer if in the judgment of the Lanlogic network administrators the Customer's server is the source or target of the violation of any of the other terms of the Policy. If inappropriate activity is detected, all accounts of the Customer in question will be temporarily suspended until an investigation is complete. Lanlogic will notify the customer of any action within 48 hours. In extreme cases, law enforcement will be contacting regarding the activity. The Customer will be credited on a prorated basis based on the monthly fees the Customer pays for the services that are suspended for the time the Customer's services were suspended.

Cancellation

If inappropriate activity is detected, all suspected services of the Customer in question will be temporarily suspended until an investigation is complete. Lanlogic will notify the customer of any action within 48 hours. Customer Prior notification to the Customer is not assured. In extreme cases, law enforcement will be contacting regarding the activity. All fees paid in advance of cancellation will be prorated and paid by Lanlogic if Lanlogic institutes its right of cancellation. Any violation of policies which results in extra costs will be billed to the customer (i.e. transfer, space etc.)

Indemnification

CUSTOMER AGREES THAT IT SHALL DEFEND, INDEMNIFY, SAVE AND HOLD LANLOGIC HARMLESS FROM ANY AND ALL DEMANDS, LIABILITIES, LOSSES, COSTS AND CLAIMS, INCLUDING REASONABLE ATTORNEY'S FEES ASSERTED AGAINST LANLOGIC, ITS AGENTS, ITS CUSTOMERS, OFFICERS AND EMPLOYEES, THAT MAY ARISE OR RESULT FROM ANY SERVICE PROVIDED OR PERFORMED OR AGREED TO BE PERFORMED OR ANY PRODUCT SOLD BY CUSTOMER, ITS AGENTS, EMPLOYEES OR ASSIGNS. CUSTOMER AGREES TO DEFEND, INDEMNIFY AND HOLD HARMLESS LANLOGIC AGAINST LIABILITIES ARISING OUT OF; (1) ANY INJURY TO PERSON OR PROPERTY CAUSED BY ANY PRODUCTS SOLD OR OTHERWISE DISTRIBUTED IN CONNECTION WITH LANLOGIC'S SERVER; (2) ANY MATERIAL SUPPLIED BY CUSTOMER INFRINGING OR ALLEGEDLY INFRINGING ON THE PROPRIETARY RIGHTS OF A THIRD PARTY OR OTHERWISE VIOLATING ANY APPLICABLE LAW; (3) COPYRIGHT INFRINGEMENT AND (4) ANY DEFECTIVE PRODUCTS SOLD TO CUSTOMER FROM LANLOGIC'S SERVER.

Disclaimer

All Sub-Networks, resellers and users of Lanlogic must adhere to the above policies. Failure to follow any term or condition will be grounds for immediate Cancellation.

Appendix A – Approved Vendors List

Lanlogic will support updates from the following vendors:

Microsoft
Research In Motion (BlackBerry)
Good Technology
VMWare
Symantec (including Veritas)
StorageCraft
Parallels
Red Hat
Apache Foundation
MySQL
Intuit
eVault

If you have software from other vendors, please contact Lanlogic to determine if we will cover it as part of our support agreement.

Appendix B – Hourly Support Entitlement Per Server

For more than 10 servers, special accommodations will be agreed upon by Lanlogic and Customer.

Number of Servers Number of Support Hours
1 1
2 1.5
3 2
2 2.5
5 3
6 3.5
7 4
8 4.5
9 5
10 5.5

Appendix C – Building Access Rates

In the event that a customer needs to have physical access to our data center, the following rates apply:

During business hours, excluding Holidays: No Charge

Coordinated after-hours access, excluding Holidays, with at least 7 days notice: $185/hr.

Coordinated after-hours access, excluding Holidays, with less than 7 days notice, but at least 24 hours notice: $275/hr.

Emergency after-hours access, including Holidays: $370/hr.

Appendix D – Contact Information

Lanlogic, Inc. can be contacted for support during Normal Business Hours (as defined in section 1.20 in the “Lanlogic Service Level Agreement” above).

To contact support during normal business hours:

  • Create a support request on Lanlogic, Inc.’s web-based incident system by visiting http://www.lanlogic.net/support
  • Email support requests directly to our technical support group at support@lanlogic.net
  • Call our technical support group at (888) 526-5644, option 4.

24/7 emergency telephone support:

Lanlogic, Inc. technical support can be reached after hours, and on weekends, by calling (925) 273-2300 option 4 and following instructions to report an emergency. This service can only be used for incidents which meet the Emergency Support definition (as defined in section 1.19 in the “Lanlogic Service Level Agreement” above).

 

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