Server Management Services

Atlantic.Net Server Management v2.0

Managed Platform / Managed Server Hosting Scope of Support

Available Operating Systems

• Windows Server 2012 R2
• Windows Server 2016
• Windows Server 2019
• CentOS 6
• CentOS 7
• Debian 8
• Debian 9
• Ubuntu 16.04 LTS
• Ubuntu 18.04 LTS
• Fedora 28+

Control Panel Support - cPanel / WHM version 62 and later

• Linux Only
• Install and configure cPanel

Control Panel Support - Plesk

• Windows Only

Database Service Support

• Supported platforms: MSSQL 2012/2014/2016, MySQL 5.5+, Percona 5.5+, MariaDB10+
• Install and configured database software
• Assist with initial setup of new database and database user
• Assist with import of remote databases
• Assist with basic SQL Optimization and Security Changes

Note: This does not include support query analysis or review

DNS Support

• Assist with importing customer provided DNS information to Atlantic.Net DNS servers
• Implement DNS changes on Atlantic.Net DNS servers and help facilitate migrations to Atlantic.Net's registrar (OpenSRS/Tucows)
• Assist with advanced DNS configurations, such as setting up SPF records
• Assist with troubleshooting DNS resolution problems

(Cloud Portal DNS)

• Web portal available to allow for client to make own changes
• Assist with importing customer provided DNS information to Atlantic.Net DNS servers
• Implement DNS changes on Atlantic.Net DNS servers and help facilitate migrations to Atlantic.Net's registrar (OpenSRS/Tucows)
• Assist with advanced DNS configurations, such as setting up domain keys and SPF records
• Assist with troubleshooting DNS resolution problems

E-mail Support - Linux Mail Server Solution

• Install and configure Mail Server Solution so that it is available for use, including Mail Transfer Agent (MTA), Management and Webmail portals
• Enable anti-spam and anti-malware settings by configuring e-mail virus and spam scanners, rate-limits, as well as Realtime Blackhole List checks
• Assist with setting up mail-related DNS records
• Assist with setting up new domains (Up to 5 domains, additional under a consulting agreement)
• Assist with setting up new users (Up to 20, additional users under a consulting agreement)
• Assist with setting up whitelists
• Assist with setting up blacklists
• Assist with setting up user specific settings, such as mailbox preferences, filters, forwarding, away messages, etc.)
• Assist with troubleshooting mail delivery and mail queue issues

E-mail Support - Windows Mail Server Solution

• Install and configure Mail Server Solution so that it is available for use, including Mail Transfer Agent (MTA), Management and Webmail portals
• Enable anti-spam and anti-malware settings by configuring e-mail virus and spam scanners, as well as Realtime Blackhole List checks
• Assist with setting up mail-related DNS records
• Assist with setting up new domains (Up to 5 domains, additional under a consulting agreement)
• Assist with setting up new users (Up to 20, additional users under a consulting agreement)
• Assist with setting up whitelists
• Assist with setting up blacklists
• Assist with setting up user specific settings, such as mailbox preferences, filters, forwarding, away messages, etc.)
• Assist with setting up e-mail client to receive mail
• Assist with troubleshooting mail delivery and mail queue issues

OnWatch Platinum Monitoring Platform

• ICMP monitoring
• SNMP-based CPU usage
• SNMP-based RAM usage
• SNMP-based Disk I/O
• SNMP-based NIC throughput
• RAID status
• Hard Drive SMART status
• Server/Port monitoring
• Website URL monitoring(if needed)
• Interval checks at 5 minute intervals
• Network Operations Team will investigate and respond to any down-state alarms

Server Patching and Updates

• Install critical updates every day
• On a monthly basis, install all known and certified (non-critical) system updates
• More frequent and automated updates available upon request
• Per Request:
  • Pre patch reports on the current state of the infrastructure
  • Post patch report on the application of the latest updates
  • Executive overview of the entire company’s compliance status
  • Executive overview of each pre-defined group of endpoints
  • Individual detail reports on every machine out of compliance
  • Aging and severity reports

SLA

• Services Polices
• Atlantic.Net offers an Industry Leading Dedicated Server Service Level Guarantee. Atlantic.Net guarantees that the network will be available 100% of the time in a given month excluding scheduled maintenance.
• Atlantic.Net guarantees all hardware components in your server and will replace any failed components at no cost to you. Once Atlantic.Net determines the cause of the problem, hardware replacement will commence
• Atlantic.Net guarantees that all critical infrastructure components including power supplied to your server and HVAC, will be available 100% for the time in a given month excluding scheduled maintenance.

Web Service Support - IIS (Internet Information System)

• Install and configure IIS so that it is available for use
• Install and configure requested common web extensions, such as PHP and ASP.Net
• Configure Virtual SMTP Services to allow websites to relay mail through the server
• Configure SMTP Services to allow webmail email forms to send mail
• Assist with setting up new website (Virtual Host, Virtual Directory, and Application Pools)
• Assist with setting up domain redirects
• Assist with troubleshooting connectivity to an SQL server
• Assist with troubleshooting permissions and file issues, such as modifying the execute permissions to allow scripts to run
• Assist with evaluating and interpreting customer log files and assist with diagnosing client side ERROR messages
• Apply general IIS Security Tweaks & Performance Optimization

Web Service Support - Apache

• Install and configure Apache so that it is available for use
• Install and configure requested common modules, such as mod_php
• Assist with setting up new website (Virtual Host)
• Assist with setting up domain redirects/rewrites
• Assist with setting up custom logging
• Assist with enabling Apache Authentication
• Assist with troubleshooting connectivity to an SQL server
• Assist with troubleshooting permissions and file issues, such as modifying the execute permissions to allow scripts to run
• Assist with evaluating and interpreting customer log files and assist with diagnosing client side ERROR messages.
• Apply general Apache Security Tweaks & Performance Optimization

Web Service Support - Nginx

• Install and configure Nginx so that it is available for use
• Install and configure PHP-FPM and APC
• Assist with setting up new website (Server Block)
• Assist with setting up domain redirects/rewrites
• Assist with setting up a reverse proxy
• Assist with setting up custom logging
• Assist with troubleshooting connectivity to an SQL server
• Assist with troubleshooting permissions and file issues, such as modifying the execute permissions to allow scripts to run.
• Assist with evaluating and interpreting customer log files and assist with diagnosing client side ERROR messages.
• Apply general Nginx Security Tweaks & Performance Optimization

Web Service Support - PERL/PHP

• Install, patch, and upgrade PERL/PHP
• Assisting in configuring installed Web Service (IIS, Apache, Nginx) and SQL server to work with PERL/PHP
• Assist with troubleshooting functionality of PERL/PHP environment
• Assist with troubleshooting and resolving connectivity issues with SQL databases
• Assist with troubleshooting errors and implement changes, such as adjusting script execution time limits and amount of memory allowed, to resolve the issue

Web Service Support - SSL Certificates

• Generate appropriate private key and CSR for domain
• Assist with validation and approval process
• Install the key and certificate into the configured web server and assign to appropriate website
• Assist with moving certificates and private keys to another server
• Verify web server will accept HTTPS connections and identify root cause if it does not

VPN Support (applicable to customers with Atlantic.Net Managed Firewalls)

• Assist with configuration of Site-to-Site tunnels to connect remote sites to Atlantic.Net environment
• Assist with configuration of Client-based VPN (user authentication) to connect to Atlantic.Net environment
• Assist with setup of access lists to ensure VPN access is restricted to only specific servers
• Modify configuration of VPN settings as requested

Vulnerability Scans

• Biweekly vulnerability scans and penetration testing for host servers or configured websites
• Assist with evaluating and interpreting scan results and work with the customer to patch vulnerabilities

Note: Atlantic.Net is not able to assist with resolving issues relating to any scripting related listing

Server Migrations and Importing Services

• Assist client with migrating their data from other hosting providers and getting started on Atlantic.Net's Managed Platform server

Notes:

Atlantic.Net is unable to assist with any website or database content generation, scripting or programming

Atlantic.Net may request the removal of any installed third-party applications prior to troubleshooting server issues if there is reason to believe the application may impact server performance or reliability