Schedule E: Managed Services

1.1This Schedule applies where the Customer purchases Managed Services for a cloud server or Dedicated Server.

1.2Managed Services supplement, and do not replace, the Master Services Agreement, Service Level Agreement and the applicable infrastructure schedule.

2.1The Managed Service includes management of the server, supported operating system and Core Services as defined in this Schedule.

2.2The Managed Service includes proactive monitoring and alerting, automatic operating system updates, scheduled backups, one (1) hour of administration time per month, 24x7 proactive response to alerts, and response to Critical Tickets within fifteen (15) minutes.

2.3Hosting UK provides 24x7 support via ticket and Live Chat, where available.

3.1Server means the physical or cloud host device supplied by Hosting UK.

3.2Operating System means an in-support version of RHEL, CentOS, AlmaLinux, CloudLinux, Debian, Ubuntu or Windows, as supported by Hosting UK from time to time.

3.3Core Services means applications running on the Server at handover, typically HTTP, FTP, MySQL, cPanel or Plesk.

3.4Services installed by the Customer after handover are not Core Services unless Hosting UK expressly agrees otherwise in writing.

4.1Hosting UK supports only current and in-support major versions of operating systems and supported software.

4.2Service updates are provided on a machinery-only basis. If customer code, applications or non-Core Services fail following an update, the Customer remains responsible for resulting work and costs.

4.3Major version upgrades are not supported in-situ. Hosting UK may provide a replacement service for one month free of charge to allow planned migration, with further assistance charged at the applicable administration rate.

5.1Hosting UK provides 24x7 proactive response to monitoring alerts for Managed Services.

5.2Critical Tickets shall receive a response within fifteen (15) minutes of being logged or detected by Hosting UK's monitoring systems.

5.3A Critical Ticket means an incident affecting a monitored Core Service that causes complete service unavailability or a material production outage.

5.4The response process is: investigate the incident, determine whether the issue can be resolved without Customer input, remediate where possible, raise or update a ticket, and follow up with the Customer.

5.5Where a fix requires Customer input, authorisation, chargeable work or acceptance of risk, Hosting UK will request approval before proceeding unless emergency action is required to protect the Services.

6.1Monitoring thresholds are based on sustained usage beyond a five-minute period.

6.2Hosting UK monitors Core Services that are present at handover and agreed monitored services.

7.1Automatic Operating System updates will be configured by default on the Server.

7.2Unless otherwise agreed, updates will be configured to run overnight at Hosting UK's discretion, typically around 03:00 UTC.

7.3If updates cause issues with Core Services, Hosting UK will use reasonable endeavours to correct the issue or roll back to the latest available backup.

7.4Consequences of updates affecting non-Core Services, customer applications, custom code or customer configuration are not covered by the Managed Service.

8.1Hosting UK will take at least daily backups of Managed Services.

8.2Backups are automatic and unvalidated. They are supplementary to the Customer's own backup regime and are not a replacement for it.

8.3Hosting UK provides assisted backup recovery on a best-effort basis. Hosting UK does not guarantee that backup data will be usable or that a restore will be successful.

8.4Full bare-metal restores may take a significant amount of time and are not subject to any restoration time guarantee.

9.1Managed Services include one (1) hour of administration time per month, provided on an ad-hoc, best-effort basis.

9.2Administration time is not transferable, cannot be accrued and all tasks consume a minimum of one (1) hour.

9.3Additional administration time is chargeable at £120 per hour, unless otherwise agreed in writing.

9.4Work caused by Customer error, Customer configuration changes, misuse of root access or services outside the scope of management may be charged or deducted from the monthly administration allocation.

10.1Managed Services do not include configuration of services on behalf of the Customer unless expressly agreed.

10.2Managed Services do not include end-user training, customer application support, custom code support, major version upgrades, migrations, bespoke software, customer-installed services or issues caused by Customer use of root access.

10.3Network interruptions outside Hosting UK's reasonable control, including DDoS attacks, are not covered under the Managed Service response commitments or SLA.

10.4If the Customer requests configuration or security changes that Hosting UK advises against, Hosting UK may require written confirmation before proceeding. Any resulting adverse effects may place the Service outside the scope of management and may result in additional charges.