The SBB cloud server lease includes standard level of technical support, which includes work assistance and engineer intervention during working hours from 8am to 5pm on weekdays, and from 10am to 3pm on Saturdays, by calling the hosting contact center at 0700 600 500 (only for fixed lines) or 011/3010500 (option 3), or by sending an email inquiry to contact address: support@eunet.co.rs

Users who choose to maintain server by themselves (unmanaged option) after selecting cloud server resources and operating system, get administrative/root access to the server. Unmanaged users have an option to send request to SBB engineers, for any on-demand intervention if needed. This service is charged according to the hours spent by the engineer.

For users who do not have system administrator, we suggest leasing a server with managed option. Within SBB offer, customers do not have investment in hardware and licenses purchases, backup care and training of IT staff to install and maintain the system. We can provide our knowledge to customer from creation, through implementation to maintenance.

If you choose managed option, SBB engineers take care of the server.

Managed Cloud Server

Users who choose Managed Cloud Server lease option, leave our system administrators to take care of following:

• Regular update of OS and system software, and applying critical patches
• Monitoring server operation, care for service availability and resource utilization
• Automated notifications for users when certain services are unavailable
• Server security and backup
• Work on user requirements related to OS and system services
• Server recovery in case of unplanned unavailability
• Recommendations for expanding resources if needed

Prerequisites for using service:

• OS and related software version must be officially supported by the manufacturer (GA - General Availability), respectively, support for critical problem solving (EOL - End Of Life) must not have been discontinued
• The user has no admin/root level of access to the server
• Leasing a sufficient amount of backup space
• In case of need, when included number of engineer hours is not sufficient (10h on a monthly basis), additional engineer engagement is charged per hour

Managed Cloud cPanel Server

Users who choose Managed cPanel cloud server lease option let our system administrators take care of the following:

• System update (basic system software maintenance (Linux, Apache, MySQL, PHP))
• WHM update and debug (in case the update didn't go well)
• Checking whether the services are operational and whether there is any indication that the configuration should be changed due to poor performance of one of the services (frequent service drop, slow response)
• Recommendations for extending resources on a virtual server according to user needs
• Configuration of firewalls and blocking brute force attacks against known CMSs
• Stoping active spam attacks
• Mail log analysis
• 24/7/365 monitoring of basic resources, service availability and server load
• 24/7/365 respond to urgent requests
• Backup (for backup purposes the user needs to lease a minimum double disk size)

Server maintenance does not include analysis and troubleshooting on user presentations, only the operating system and cPanel WHM.

A managed cloud server user has an advanced level of support at their disposal, which includes a special phone number and email contact. By dialing +381 11 3010 501 during business hours, the call will take priority over calls made to standard support numbers. Outside of business hours, users have the option of alerting an on-call engineer who will return a call or respond to an email.

Service name	Monthly price
Managed cloud server / Managed cPanel cloud server	12400 RSD

*All prices are VAT excluded.

Managed Cloud Mail/Relay Server

If you are a user of our Cloud Mail server, you have a maintenance service enabled without additional costs. In addition to take care of OS and installed mail software, maintenance includes the following activities:

• Installation of a commercial certificate
• Set up DKIM signing and DMARC records
• Monitoring of all mail services
• Keeping track of the number of messages in the queue and respond as needed
• Filter adjustment, blacklisting and whitelisting as needed
• Mail log analysis
• Troubleshooting all kinds of problems regarding the use of mail services (delivery, connection, etc.)

Service name	Price per hour
Engineering	3950 RSD

*All prices are VAT excluded.