Each Cloud VPS is assigned an external FTP backup space already included on all plans.

Upon request, it is possible to increase the amount of FTP space for backup.

SNAPSHOTS

With our Snapshot function , you can manually backup your Cloud VPS. You can use snapshots to restore your Cloud VPS to a saved image, use the saved images to create new Cloud CPS or transfer images during a project.
Snapshots are snapshots of your server’s disks.
You can create a new server from a snapshot and also transfer them to another project.
Snapshots cost € 0.03 / month + VAT for each 1GB.

HDD BACKUP

HDD backups are copies of your server that we automatically make to keep your data safe.
There are seven backup slots per server.
If all slots are full and an additional one is created, the oldest backup will be deleted.
Activating backups for your server will cost 25% of the server plan per month.

DDoS protection is available automatically for all our customers.

In a distributed denial-of-service attack, an attacker sends thousands of false requests in an attempt to overcome bandwidth, flood a server’s resources and overload the system.
This way valid requests can only be processed very slowly or not at all.
Our systems recognize almost all attack patterns in advance, allowing you to block attacks and effectively counter the vast majority.

Our system protects you and your data using Arbor and Juniper hardware.

In addition to recognizing an attack based on the amount of traffic or the number of packets, our systems are able to clearly define the actual attack and react to that particular type of attack, for example, a UDP flood with 500k pps is harmless to a server. However, a 500k SYN package may be a problem.
Our DDoS protection tools are able to detect just this kind of difference.

This method allows us to effectively filter the most commonly known attacks by putting them in traffic cleaning filters.

We filter attacks in the form of SYN floods, DNS floods and invalid packets.

The system will detect DDoS attacks at all times, once an attack is recognized, dynamic DDoS protection tools will immediately take action and filter the attack.

Your traffic will not be affected by the DDoS protection system thanks to its dynamic attack mitigation method.

In the initial setup of the Dedicated Server / Cloud VPS, a firewall ( CSF ) open to the most common ports is configured and enabled .

The firewall allows you to define filter rules for incoming traffic. Rules relating to IPv4 source addresses or the TCP / UDP source port can be set. Defining firewall rules such as these prevents unauthorized access to customer servers.

CSF  (configserver security & firewall)
Csf is a  more advanced firewall system , which in addition to the mere firewalling function via iptables, such as Apf, has integrated some very useful features, such as blocking an IP after total unsuccessful attempts to access the service pop3, the analysis of system logs, an email alert if a server user is modified / deleted / added and above all an excellent anti dos / ddos ​​system. In fact, CSF is a  Stateful Packet Inspection (SPI) firewall, Login / Intrusion Detection and Security Application  for Linux servers.

Each Cloud VPS is already supplied with a default pre-configured disk space but you can add both additional space regardless of the CPU and RAM used up to a maximum of 10TB SSD, and directly upgrade to the upper floor.

When ordering, you can choose whether to configure the Cloud space on local storage or network storage (NVMe SSD RAID or Ceph).

We monitor your Cloud VPS with checks every 3 minutes, if it fails, a notification is sent via e-mail to your reference e-mail.

By default, the monitoring of the reachability of the IP assigned to your Cloud VPS is already included.

On request it is also possible to add monitoring on specific services such as:

• httpd
• pop3
• imap
• smtp
• MySQL
• DNS

In addition, you can also enable SMS notification at a cost of € 4.00 / month + VAT

All Cloud VPS are certified on a 1 Gbit redundant network connection with TB of traffic per month already included on each plan; you will have a lot of bandwidth for your projects.

If you need it, you can add additional traffic at a cost of € 0,015 / month + VAT for each additional 1GB.

On each Cloud VPS remote access is given via SSH or Remote Desktop (for Windows) with administrator permissions from which you can work directly on the operating system as if you had the server locally.

If necessary, it is possible to access remotely via VNC, this allows the installation of the operating system directly through the administration interface.

The  service level agreements  in the SLA acronym  are contractual instruments through which we define the service metrics that must be respected by us towards our customers / users, in fact, once the contract is entered into, they take on the meaning of contractual obligations .

The quality of the service offered by NABULAB is certified by the Service Level Agreement (SLA) which covers:

• Network performance,
• Hardware replacement times,
• support response times,
• domain visibility.

We guarantee defined times for each operation:

SLA hardware .

NABULAB guarantees the correct functioning of all its hardware, firewalls, load balancers, storage and switches; in the event of a hardware problem, the request for replacement of the faulty part will take place automatically within 4 hours, for dedicated servers, in the event of a hardware problem, the replacement of the faulty part will take place within 24 hours free of charge from the opening of the ticket.
This warranty does not include account restore from backup, RAID array rebuild, application installation and configuration.

SLA response time.

NABULAB technical assistance guarantees precise response times; support requests can be divided into two categories:

1. emergency – response time 20 minutes from ticket opening. This category includes server downs, lost packets, routing problems.
2. all other cases – response time 60 minutes after opening the ticket.

The request for support by the CUSTOMER will be assigned an identification code (ticket id) which will be answered within the times indicated above. NABULAB provides as an alternative channel for technical support telephone support H24 x 365GG via mobile number.
In the event that the response times exceed the reported times, NABULAB will refund the CUSTOMER 5% of the monthly service fee or 0.5% of the annual service fee.

Network Uptime SLA.

NABULAB guarantees for the connectivity of all systems 99.95% on an annual basis.
The uptime SLA provides for the operation of the entire network infrastructure, including routers, switches, servers and lines, as well as the reachability of the CUSTOMER server.
Downtime is considered the time in which the CUSTOMER is unable to reach his service for reasons not attributable to the same, the non-reachability of the service is recorded through the NABULAB monitoring system.
The downtime is measured from the moment when the down occurs, until the moment when the CUSTOMER service is able to receive and transmit data again.
The SLA does not include the operation of the software installed on the servers. In the event of interruptions of applications or services installed on the servers due to factors not attributable to NABULAB, including incorrect scripts or interactions between visitors and parts of sites that prove harmful to the system, the downtime period is not counted by NABULAB.

If the service uptime period, recorded by NABULAB monitoring systems is less than 99.95% on an annual basis, the CUSTOMER will be paid an economic refund equal to three times the service downtime period .

By way of explanation, on a service with an annual cost of € 1,000.00, if the annual downtime is 2% (equal to 98% uptime) the CUSTOMER will be paid, by way of reimbursement, an amount equal to € 60.00, that is: 3 * 2% of € 1,000.00

In no case will the total value of refunds paid during the year exceed twice the service fee.

The Dedicated Server or Cloud VPS is delivered already equipped with the required operating system installation with the basic configuration of the software and any management panels required.

The initial configuration must be specified at the time of the order, any changes with respect to the initial configuration are to be intended as additional system intervention.

Each Cloud VPS comes with 1 static IPv4 (the classic IP) and a subnet / 64 of IPv6.

On request it is possible to add additional IPs managed as Floating IP at a cost of € 2.50 / month + VAT

The IP Floating help create highly flexible configurations. You can assign an IP to any server that can then use this IP, you can reassign it to a different server at any time, or you can choose to unassign the floating IP from all servers together.

Floating IPs can be used globally. This means that it is possible to assign an IP to a server in one location and subsequently reassign it to a server in another location.

On all Dedicated Servers and Cloud VPS we offer, already included an annual system support (2nd level) for those who need special configurations outside the basic support.

Besides these interventions it is possible to expand using one of our advanced assistance plans, in this way your server will be managed directly by one of our technicians: updating, installation, configuration and performance control to have your server always online. Ideal for those with few systems knowledge.

The assistance.

Each of our services always includes 1st level assistance which includes, free of charge:

• Service monitoring with e-mail or SMS notification.
• Availability of one of our technicians 24 hours a day by phone and e-mail from Monday to Friday from 8:00 to 18:30.
• Manual restart of the Dedicated Server or Cloud VPS in case of need.
• Intervention of a technician in case of error in the automated procedures.
• Hardware replacement in case of failure.

The 2nd level assistance service includes:

• All this including 1st level assistance.
• Systemic interventions on the Dedicated Server or Cloud VPS such as: reinstallation of the operating system, configuration of software on request, antivirus and antimalware scan, verification of the status of the server both at hardware and software level, blacklist scan and other services on request.

The support request can be made through an eMail at supporto@hostingfarm.net, via ticket from the Support management panel or directly by contacting us at the telephone number H24 324.0886694

II level services

Level II assistance can be requested through a single intervention or by using one of our pre-paid plans.

Pre-paid one-off

Each one-off pre-paid plan provides for the recharge of a number of hours which is scaled down from time to time by the duration of the intervention in blocks of 10 minutes, for example: you have 60 minutes of upstream hours, configuration is required of an application or the evaluation of a problematic software, we do the intervention and it takes 17 minutes for which 20 minutes will be deducted from your total hours (2 blocks of 10 minutes); this type of plan does not expire and is purchased one-off, at the end of the number of hours it is necessary to purchase a new number of hours.

It is not necessary to have more than one hour total in the presence of multiple machines, 1 hour total covers all the machines under our management.

Annual pre-paid

The annual prepaid plans provide an annual number of hours, the plans are 3:

Monthly update of the server / cloud : monthly we do a server check and we work for the necessary updates:

• we check the necessary software updates,
• the status of the backup,
• the remaining disk space and the hardware status of the disk,
• the presence of your IP in the most common blacklists.

Monthly update of the server / cloud + 20-hour assistance : everything included in the monthly update plus a 20-hour mount for system assistance on the server.

Monthly update of the server / cloud + 30-hour assistance : everything included in the monthly update plus a 30-hour mount for system assistance on the server.