Appendix 2

Appendix No. 2

Appendix “Support and additional services”

1. Scope of support services:
      1.1. The price of the SERVICES includes “Support” (Basic support)
      1.2. The price of the CLOWBE packages includes the right to use “Extended support” services, which are paid at the prices described in  “Appendix No. 1: Prices”
        1.3. The price of CLOWBE packages includes the right to use “Additional Services”, which are paid at prices described in “Appendix №1: Prices”

2. “Support” or “Basic Support” – a support package active for all CLOWBE plans. The package includes:
      2.1. Selection of a pre-configured server from a list of available templates
        2.2. Returning the server to its initial state, to the original or another template, without saving user data
      2.3. Up to one return of the server to a state from a previous archive per month
        2.4. Troubleshooting Internet connectivity provided by the PROVIDER
        2.5. Troubleshooting the PROVIDER's hardware, including activating a backup server, replacing modules or entire servers, replacing network devices, cables, and the like.

3. “Extended Support” – frequently used services outside the “Support” package, which are paid for at prices according to “Appendix No. 1: Prices”. Includes:
        3.1. Initial or subsequent configuration of the server, including installation and configuration of additional free software:
            3.1.1. installation and configuration of web servers
          3.1.2. installation and configuration of database management systems
          3.1.3. installation and configuration of programming languages ​​for web servers
          3.1.4. installation and configuration of software firewalls
          3.1.5. server reconfiguration/reinstallation with data preservation
        3.2. Updating the OS and the additional packages included with it;
        3.3. SERVER user management, for CLIENTS who prefer not to manage them themselves. 
            3.3.1. Removing users
            3.3.2. Changing user login details
              3.3.3. Adding users

4. Support Scope Limitations
        4.1. "Support" does not include any operations from the scope of "Extended Support".
        4.2. "Support" and "Extended Support" does not include any operations other than those explicitly described, including but not limited to:
            4.2.1. Actions related to performance problems, if they are caused by insufficient allocated resources - insufficient memory, processors, disk space or network connectivity.
            4.2.2. Actions related to problems with the functionality, accessibility, security, stability and performance of the code installed by the user.
            4.2.3. Installation of additional software at the Client's request, except for that described in item 2.1 and its subitems
            4.2.4. Moving services between servers
          4.2.5. Security checks and malware removal in Customer-installed code
            4.2.6. Consulting on the development and/or use and/or configuration of Customer-installed code.
          4.2.7. Any additional tasks assigned by Customer or authorized persons that are not explicitly described as part of support.

5. Additional services:
        5.1. Any operation, consultation, visit to a specific address, telephone call (at the request of the CLIENT), remote control session on a user's computer or other actions outside the scope of the agreed and paid support requested by the CLIENT or a person authorized by him, for which the SUPPLIER has expressly agreed to perform, are called “Additional Services”.
        5.2. Additional services are paid for according to “Appendix No. 1: Prices”.

Appendix No. 1
Prices
 

General Terms and Conditions of Clowbe
General Terms and Conditions