Support

serverloft stands for professional Dedicated Servers without compromise. And with our support concept we follow this focus as well and guarantee hardware exchange in case of a failure within only four hours. What's even more, we guarantee this 24/7. Just call our hotline and our experienced technicians take care of all the rest.

We offer you full flexibility regarding the management and administration of your server: you get full root access to your server and may configure it as you like and according to your demands. Enjoy this freedom and configure your server just the way you want to.

With that much liberty, however, we can not carry out any support regarding your server's software configuration. Our staff does not know the root password of your server, will not log on to your server, and offer no assistance concerning the server's software configuration. What we do, though, is give you powerful tools in form of the web based management system my.serverloft.de to make the administration of your server as easy as possible. Amongst others, the following functions are 24/7 at your disposal:

• reset of your server within just a few seconds (soft/hard)
• booting of your server in a rescue system
• reinstallation of your server with a standard distribution

You don't want to manage your server yourself or need complex managed hosting solutions? As a perfect addition to your serverloft server, we offer different managed hosting products in various levels, which you can either book as an additional option to your main contract, or require a particular contract. Get more information about the available products..

It is also possible to integrate your existing serverloft servers into PlusServer configurations, thus offering you an opportunity to grow dynamically. Please be aware, however, that we have to charge an integration fee for the enhanced service level of PlusServer AG of € 200 per server and month.

In Detail:

Hardware

serverloft guarantees for the server hardware and assures hardware replacement in case of a technical failure within four hours. This warranty covers 365 days a year and 24 hours a day.

Software

serverloft addresses its offers to experienced users, and provides the servers as pure dedicated servers without technical support regarding the server's software configuration. Customers gain full root access and manage their servers fully on their own responsibility. serverloft staff will not log on to a customer's server, and will not answer any questions about software configurations. If you need support from our qualified system administrators, however, you can book it with the product Managed Support.

Management

The customer is solely responsible for the server's management. serverloft gives full root access to the customers, so that they can manage their servers' software configurations. Additionally, customers gain access to the ServerView/iRMC system of their server, thus being able to make adjustments to the server hardware.

Moreover, serverloft customers can carry out the following automated operations via their customer interface:

• reboot of the server (hard/soft)
• reinstallation of the server
• starting the server in a rescue system

Zusätzlich steht eine Auswahl an individuellen Managed-Hosting-Produkten zur Verfügung, welche je nach Bedarf in unterschiedlichen Ausprägungen zum Serververtrag hinzu gebucht werden können bzw. für die teilweise eigene Verträge abgeschlossen werden.

Hotline

serverloft is available for the customers via hotline 24/7 on 365 days a year. The hotline number is announced to the customer in the course of the service allocation. serverloft confirms failure reports, which it receives from the customers, normally within one hour, and informs the customers in regular intervals about the trouble shooting status.

Scheduled Maintenance

serverloft announces scheduled maintenance works, which might have an influence on or interrupt the customers services, at least three business days in advance. Scheduleds tasks are carried out usually between 6 and 9 a.m.

Service Level

A Service Level Agreement is offered for serverloft servers. It contains service availabilities, maximum recovery times, and maximum response times. The Service Level Agreement is provided as a separate document.

Service Availabilities and Recovery Times

The availability of the service serverloft Dedicated Server is calculated over the period of a business year, i.e. starting with the service allocation. The availability is defined as the ratio of the operating time, in which the service is available, and the business year.

The Time for Service Restoration (TSR) is defined as the period between failure notice and the service recovery. The failure notice is provided by the customer.

The availabilities and maximum recovery times of the offered service level are given in the following table:

Service Level	Availability	TSR
Network Availability	99,9%	4h
Hardware replacement		4h