A shared server holds multiple customers in a single environment. Each website hosted on the server is treated as a separate account. The resources (RAM, CPU and storage) on this server are therefore shared across all the accounts in the environment. All websites on this server also share a single IP address.
A dedicated server is a server environment that has been set up only for your business. You can host multiple websites, or databases on this environment and you are in charge of the resource allocation to each web asset.
A Content Distribution Network can greatly increase speed and performance.
Get more out of your server resources for better performance and speed.
Add an extra 100GB storage to your environment.
Expecting a lot of web traffic? Add another 100GB
Increase the Computing power and memory resources on the server.
A more detailed explanation is available under Technical specifications and notes further down the document.
|Premium support||Enterprise support|
|Account management||Regular WIP||Regular WIP|
|Scope||Per website||Up to 3 websites|
|Development services||Unlimited 60 minute tasks**||Unlimited level 1 technical tasks**|
|Urgent Jobs||2 / month||4 / month|
|Roadmap planning and strategic consultation||No||No|
|Number of sites||1||Extra sites will need consideration|
* TBST will manage the updating of the website platform and any plugins to the extent possible. Valid licenses/vendor support subscriptions may be required.
** The term “unlimited” is subject to Reasonable Assistance Limits. Reasonable Assistance Limits means that the customer doesn’t abuse the spirit in which “unlimited” support is intended, for example by intentionally splitting a complex task into a large number of smaller tasks, or by submitting a large number of jobs simultaneously and expecting TBST to turn them around in an unreasonably short timeframe. In such cases TBST will discuss with the customer about managing the required tasks in a suitable manner.
12 months - with 30 days notice for cancellation.
A review meeting will be scheduled for 6 months from the start of the term to assess progress and ongoing suitability of the plan.
|Expandable storage||This is only available to dedicated and performance environments, but we can allocate more disk space as required. This does come with a fee which is calculated based on your requirements.|
|Cpanel||This is server software that is used to administer individual websites on a server.|
|WHM||This is parent software to Cpanel, and is used to create more hosting accounts on a single server - this is only available to Dedicated and Performance.|
We utilise the Amazon Web Services platform for our hosting services, predominantly the EC2 service. AWS offers a 99.99% uptime guarantee: https://aws.amazon.com/compute/sla/
AWS has the following ISO certifications: ISO/IEC 27001:2013, 27017:2015, 27018:2014, and ISO/IEC 9001:2015.
For more information please see: https://aws.amazon.com/compliance/iso-certified/
All of your services are located in AWS’ Australia - Sydney zone unless otherwise required.
|Server updates and patching||TBST undertakes all updating and patching of the hosting environments under our management.|
|Disaster recovery (on shared platform hosting)||
Documented disaster recovery plans are in place for TBST’s hosting infrastructure. A high-level description of these is below:
Standard disaster recovery procedure as follows:
|Disaster recovery (dedicated performance hosting)||
For sites that are maintained under enterprise or strategic support we recover from the pre-live environment.
For sites that are not maintained under enterprise or strategic, we default to standard procedure (outlined above)
For any malware related recovery, we also reset all access credentials to the entire server and individual sites, and then run a scan.
|Service level (applies to all)||
Normal priority requests
We aim to reply within 8 business hours with a target resolution of 3 business days
Urgent priority requests
(Urgent attention is required) We aim to reply within 2 business hours with a target resolution of 8 business hours or less
Critical priority requests
(Immediate action is required) We aim to reply within 15 minutes with a target resolution of 2 business hours