a Metanet client, you are given the capability to administer
the server as you wish. However, there are times when
you might need assistance in overcoming different technical
problems or administration duties. Metanet with its experience
in multiple operating systems can assist. Below you will
find the services where we can assist:
Firewall & Security
Tapes will be rotated on a daily or weekly basis
Tapes will either be recycled, cataloged and
onsite, or stored offsite
Weekly off-site storage coordinated.
Tapes will be rotated on a daily basis
Tapes will be rotated on a weekly basis
Tapes will be sent to the customer's office
or stored securely offsite
Customer must have a Federal Express account
Tapes are cataloged and stored securely
All plans include 5 tapes and the Cost
of the media is $100
All clients must have a tape backup system
on their server
conducted Monday through Friday;
Weekly rotation conducted on Friday
We do not guarantee the integrity of
System Administration (a remote hands Level 2 service)
Metanet provides a very knowledgeable and experienced
staff made to assist clients in the administration
and maintenance of their servers.
otherwise specified, system administration includes:
Operating System upgrades
Supported software upgrades or service
Mail Server (adding/deleting users, mail
Web Server (adding domains, password
protection, server module support)
FTP Server (restricting access, setting
up new users)
***We do not
support Front Page Extensions on Unix systems
installation and Configuration
Configuration instructions & software
license must be provided by client
Supported software by OS: Unix
***We will not
support any software that we do not install
file rotation and analysis
Does not include troubleshooting of problems
with CGI scripts including but not limited to:
Perl scripts, custom CGI, Active Server Pages,
and web/database integration.
$295 2 hours
$495 4 hours
$695 6 hours
$995 10 hours
administration performed between 9am to 5pm,
Monday through Friday EST.
Standard rates per incident without support plans are billed at the rate of $175 per hour.Administration
beyond these hours will be charged $225 per
hour with a 4 hour minimum.
Metanet offers all dedicated clients a database
solution without the ownership cost of a license
or another server. We will provide a shared
database server that you can administer and
conduct your database on.
NT and UNIX
Metanet clients have the opportunity to host
their SQL database on our SQL servers (MS SQL-NT
or My SQL-UNIX). You will have a fast and secure
server where you can administer your database.
50mb $15 per month
100mb $25 per month
200mb $40 per month
350mb $60 per month
500mb $100 per month
Setup of Database on SQL Server
IP address for Database (port
Daily Backups of database and
25% of storage space is used
up in log files
Example: Size of your database
is approx. 15 megs, then you will need
20 megs (15 megs of storage for database
- 5 megs of storage for logs)
Setup fee of $69.95
Setup of Database on SQL Server
Perl, DBI:DBD, PHP3 setup
IP address for Database
Daily Backups of database and
Setup fee of $69.95
Firewall & Security Administration
(a remote hands Level 2 service)
and administer firewall on server:
4 hours First Month includes:
Installation and configuration of patches &
updates 1 hour per month Maintenance
$495 setup, $99 per
Software firewall only
any changes, additions, or requests for managed
services, you will need to fill out the following
If you would like to contract our experience
or would like more information, please contact
your sales representative. Email email@example.com
or call 888-808-5468.
Hardware Management (a remote hands Level
Hardware Management is performed between 9am to
5pm, Monday through Friday EST.
Standard rates per incident without support plans are billed at the rate of $125 per hour with a two hour minimum
otherwise specified, hardware administration includes:
Repair and Testing
Replacing or repairing broken customer system components
Systems building, troubleshooting, and testing checking components for damage
Physical Labor or Migration
Physical movement of hardware as well as maintaining hardware redundancy for customers
(see Level 2 remote hands section for more details on hardware services)
Remote Hands Terms:
Level 1 Remote Hands Services
Level 1 remote hands services are provided as
part of our standard co-location services and
are provided at no cost to our customers. Under
this level of remote hands service Metanet technicians
will provide, but are not limited to, the following
levels of assistance:
* Push buttons, toggle switches,
set externally accessible dip-switches.
* Rebooting or power cycling of
* Reading off serial numbers on
equipment to customer
* Visual verification
to assist customer's remote troubleshooting
* Listening to fans, auditory support for troubleshooting hardware
* Relaying equipment status indicators
* Typing single keystrokes on pre-installed console.
* Plug in a console port for remote
management by customer.
* Moving or securing a single cable.
* Replacing or verifying connectivity
integrity of Metanet cross-connects.
* Adding, removing, or verifying
a demarcation label.
Level 2 Remote Hands Services
Level 2 remote hands services are provided for
those situations where more sophisticated or
time-consuming action may be required to accomplish
a task that would otherwise require a customer's
physical presence to complete. These services
are well suited for advanced technical or professional
services needs where highly skilled technicians
and/or engineers may be needed to accomplish
a task or provide assistance with a complex
system or network component, software application,
or operating system. These services are billed
at Metanet's current professional services hourly
rates. Under this level of remote hands service
Metanet technicians will provide all of the
services included in our Level 1 remote hands
support above, as well as the following additional
forms of assistance:
* Basic troubleshooting of customer
* Inventorying a customer's equipment
or taking digital pictures of equipment or co-location space.
* Labeling equipment and cable connections.
* Assisting with physically
installing, relocating, or migrating equipment.
* Shipping and handling RMA equipment.
* Assistance with customer conference
* Installing, replacing/removing
equipment components (e.g. router/switch, internal
module or card,
disk drive, memory) that are hot-swappable
and/or highly modular in design.
* Swapping of pre-labeled, pre-ejected,
removable media (tapes, CDs, DVDs)
* Installing or swapping pre-configured
equipment or components.
* Installing cross-connects from
customer equipment to patch panels.
* Moving or securing cables or customer-side
* Installing customer provided software
with default configurations or specific and
* Establishing or taking down a
loop-back on a carrier circuit to assist in
* Diagnostic and signal testing
a circuit with diagnostic equipment.
* Loop-back testing for Telco circuits
(DS1, DS3, OC-3, and OC-12, etc.).
* Advanced systems or network configuration or troubleshooting (e.g. advanced systems or network protocols and services).
* Advanced operating system or applications
* Installation, configuration, or
troubleshooting of specialized or complex infrastructure
components or software
applications (e.g. Oracle RDBMS, RAID solutions,
firewalls, load-balancers, etc.)
* Full deployment of delivered infrastructure,
including hardware, software, middleware, and related components.
* Critical data backup and/or restore
Remote Hands Terms and Conditions
1. Depending on the contracted level of co-location
services, a pre-defined number of remote-hands
support hours per month may be included at no
charge. For customers who have not contracted
for Remote Hands services or have exceeded the
included amount, should these services be required,
the customer will be billed on a time and materials
basis, in hourly increments, at current Metanet
2. A specific number of remote hands services
time are added to customers contract for monthly
or annual utilization.
3. Customer is invoiced in advance for each
block of time.
4. For contracted blocks of time, time is decremented
from the block in hourly intervals as they are
5. If customer utilizes their full block of
time prior to expiration of a contract or contract
addendum, services may still be requested but
will be billed at the then current, non-discounted
hourly rates for each level of service. Customers
may, at any time, order additional blocks of
time to be utilized during a specific contract
6. If customer does not utilize all hours contracted
to by the end of one annual contract period,
unused time is not credited.
7. In accordance with the above levels of service,
customers have the option to have a Metanet
employee perform simple procedures on co-located
equipment by following literal instructions
over the phone, email, or fax from a pre-authorized
employee or contact from customer's company.
reserves the right to refuse to execute certain
types of procedures. Pursuant to Metanet
co-location and hosting agreements, Metanet
accepts no liability for any loss or damages
caused by performing the above services.