Service Portal | NetStandard Inc.

Contacts for Managed Services & Business Applications Customers
All notifications to NSI for concerns during business hours (0800-1700 US Central Time) are performed by contacting using one of the following methods:

All notifications to NSI (NetStandard) by Client for concerns during business hours (0800-1700 US Central Time) are performed by contacting using one of the following methods:

All notifications to NSI NOC by Client for after business hour concerns are performed by contacting:

0800-1700 Local Time – Normal Business Hours

Telephone Requests –

All calls are answered within 10 rings by NSI engineers or technicians located in the NSI NOC.
Service requests are acknowledged and recorded in the Service Ticket system.
Urgent support requests will have a qualified engineering response to the request within one hour.

NSI Engineers will continue to work on urgent incidents until resolved or at the Client’s discretion. The Client must commit resources to assist as necessary in resolution of the incident.

Non-urgent requests will have qualified engineering working on the request within the same business day if the request is placed by 4pm local time.

After Hours Service Levels

After hours requests are those made by authorized personnel between the hours of 1700-0800 Local Time (US Central Time Zone) Monday through Friday and requests made on Weekends (Saturdays and Sundays) and Holidays.
NSI recognizes the following Holidays:

January 1st ,
The last Monday in May is Memorial Day;
July 4th -- US Independence Day
The first Monday in September is Labor Day)
The 4th Thursday in November is Thanksgiving
December 25th Christmas

Telephone Requests –

All calls are answered by NSI engineers or technicians located in the NSI NOC within 10 rings if possible.
Service requests are recorded in the Service Ticket system.
Urgent support requests will have qualified engineering responding to the request with one hour.

NSI Engineers will continue to work on urgent incidents until resolved or at the Client’s discretion.
After Hours (1.5x) or Holiday (2x) rates will apply.

Non-urgent requests will have qualified engineering working on the request during the next business day.

NOC Services
The following services are provided at no additional charge:

DNS hosting, initial setup and changes are included for data center Clients.
Changes may only be requested by previously authorized Client personnel. Requests that are received from non-authorized Client personnel are denied. Changes to the authorized Client contact list may be made by authorized Client contacts.
Changes submitted via email between 8am-5pm local time are done during that day.
Urgent changes outside of business hours are covered up to 2 per year. If more than 2 urgent after hours DNS changes are required, charges will be applied at then current after hours rates per hour within a minimum charge of .25 hours.
A call to the NOC is required if an urgent change is required outside of business hours, otherwise they are made during the next business day.
Clients are asked to contact the NOC in advance of any required after hours DNS changes. If there is a special project in which many hundred domain name changes are required then a special project plan and charges would be discussed.

Server reboots

Server reboots can be requested free of charge by authorized Client personnel 24x7x365.
After business hours, Clients may, but are not obliged to, send an email and follow-up with a call to the NOC. If Client chooses not to follow this procedure, the issue will be dealt with during the next business day.
Technical support beyond the basic reboots will likely be billable.

Managed Firewall

Managed firewall initial setup and all subsequent changes submitted by authorized personnel are included in monthly managed firewall service costs.
Changes may be submitted by authorized Client personnel.
Changes submitted via email between 8am-5pm local time are done during that day.
Urgent changes outside of business hours are included up to 2 per year.
A call to the NOC is required if an urgent change is required outside of business hours, otherwise they are made during the next business day.
Clients are asked to contact the NOC in advance of any required after hours firewall changes.
Special projects that will require extensive time to implement, including firewall changes, that will require more than one hour of NOC staff time will be subject to discussion and agreement on a special hourly project rate.

Basic Monitoring

Basic monitoring setup (i.e. ping, hardware components) and unlimited SMS/email alerts are provided to the Client.

Hardware Support

Hardware break/fix is available 24x7x365 at appropriate NSI rates. Failure of dedicated hardware (rented from NSI) is supported 24x7x365 by NSI staff at no additional charges.

Reporting

Service Reporting as described in EXHIBIT C - Service Level Agreement, in the data center agreement

Tape Rotation – Services not included (Please Read our Tape Management Policy)

The regularly scheduled storage, rotation and transportation of tapes is included in the periodic tape rotation fees. Any exceptions (special tape rotations, special request for pickup of tapes from off-site storage…) will be billable at the normal NetStandard rates.

Back-Up and Restoration Services, if applicable

Daily DataSafe back-up reports can be provided to the Client via e-mail. These reports provide detailed information about the success and/or failure of back-up activities. The Client is accountable for the daily review of back-up logs and reconciliation of any incidents associated with back-up failures. Alternatively, for a fee of $50 per server per month, NSI will review back-up logs and make recommendations to the Client about resolution of back-up incidents.
Client may make changes to their back-up plans at any time using the DataSafe interface. Back-ups are automated and as such can operate at any time.
Clients are accountable for analysis and reconciliation of any back-up failures related to configuration of the back-up plan including assurance that all critical data has been backed up.
NSI is accountable for the consistent operation of the DataSafe back-up system and for swift rectification of any operational incidents.
Client can request and perform file restorations at any time using the online back-up portal.
The Client will identify one or more resources that will be accountable for back-up and restore operations using DataSafe. The Client will ensure that these resources will attend DataSafe training to be scheduled at a time mutually agreeable to the Client and NSI.

Bandwidth pricing calculations

CIR: Committed Information Rate

If Customer is purchasing NETSTANDARD’s burstable Service, Customer will have a minimum bandwidth commitment assigned for a given port (the Bandwidth Commitment or Committed Information Rate, “CIR”). The Bandwidth Commitment is agreed upon in the Order Form and is the minimum amount of bandwidth that will be charged to Customer each month at the base Service price, even if not fully used by Customer during a given month. Customer may burst up to the maximum bandwidth that is defined on defined as the burstable rate on the agreement, subject to availability of bandwidth within the NETSTANDARD network.
If Customer exceeds the Bandwidth Commitment usage (CIR) in any burstable port in any given month, Customer agrees to pay the additional per Mbps charge over the Bandwidth Commitment as indicated in the Order Form. Excess usage is calculated by NETSTANDARD taking bandwidth usage samples every 5 minutes throughout the month for each port (a sample is based upon the average usage across the 5-minute segment) and determining the appropriate percentile (e.g., 95th) of usage as indicated in the Order Form. Only one sample is captured for each 5-minute period, even though two samples are taken - one for inbound utilization and one for outbound utilization. The higher of the two samples is retained. For example, in a 30-day billing period, 8,640 samples are collected (12 samples/hour x 24 hours/day x 30 days) and listed from highest to lowest. In the example of 95th percentile billing, the highest 5% or 432 samples are discarded (representing the top 5% of usage levels). The highest remaining sample ( 433 in this example) is used to calculate bandwidth usage.
Under an Aggregate billing agreement, excess usage is calculated by NETSTANDARD as described above, taking bandwidth usage samples every 5 minutes throughout the month for all aggregated ports. For example, in a 30-day billing period, N (N being the number of aggregated ports) x 8,640 samples are collected (N ports x 12 samples/hour x 24 hours/day x 30 days) and listed from highest to lowest. In the example of 95th percentile billing, the highest 5% or N x 432 samples are discarded (representing the top 5% of usage levels). The highest remaining sample ( N x 433) in this example) is used to calculate bandwidth usage.

CIT: Committed Information Transfer

CIT is calculated based upon the total amount of data transferred, both upstream and downstream from the customer network.
Each CIT customer has a committed bandwidth provided based upon their CIT commitment; the higher the commitment the greater the bandwidth allocated.
Data transferred beyond the CIT commitment will be billed at an incremental basis at rates defined in the agreement.