24/7/365 Terms of Engagement

Fundamentals

Code Enigma offers 24/7/365 cover for Linux. This product is about keeping your business-critical PHP-based applications up, and responding rapidly to any critical failures in the Linux software stack, any time. Please also check our general hosting terms of service.

What is covered by 24/7/365 Linux support?

  • Any failures with the Linux software in the Code Enigma stack:
    • Debian (base operating system)
    • SSHD
    • Nginx
    • Varnish
    • Memcached
    • PHP5-FPM
    • Databases (Percona, MongoDB)
    • Postfix
    • Firewall (iptables)
    • Cron
  • Monitoring via Nagios and Munin
  • Security monitoring and hardening via OSSEC
  • Security hardening with ClamAV and Rootkit Hunter
  • Offsite back-ups to Rackspace Cloud Files
  • Nightly local database backups
  • 24/7/365 ticketing
  • Telephone support for critical issues (those with a priority of Urgent or High, see below)
  • Support for additional services explicitly stated your contract (if any)

What is NOT covered by 24/7/365 Linux support?

This is not Drupal application support, we sell that separately, along with Drupal training for developers and administrators with little or no experience of Linux. Consequently, it explicitly does not cover issues with your Drupal site itself, nor any of the following scenarios:

  • Updates to any software you installed yourself
  • Response to issues caused by software you installed yourself
  • Support for system users/developers
  • Support for your customers
  • Support for customers/developers of a third party
  • Any hardware or networking issue (unless you purchased servers from us)

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 a 24/7/365 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/hour (+ VAT, where applicable).

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

Code Enigma reserve the right to alter these terms at any time. Appropriate notice will be given to existing clients.