Server Management
Agreement
This Agreement governs the server administration, monitoring, maintenance, and support services provided by Lynix Capital Ltd. ("Provider"). Please read all sections carefully before subscribing to any managed server service.
This Server Management Agreement ("Agreement") governs the server administration, monitoring, maintenance, and support services ("Management Services") provided by Lynix Capital Ltd., trading as LynixHost ("Provider"), to the subscribing customer ("Client"). By subscribing to any managed server service, Client agrees to be bound by all terms herein.
Table of Contents
Definitions
Confidential Information
Any non-public information, technical data, trade secrets, or know-how disclosed by one party to the other — including customer data, software, system designs, financial information, and business processes.
Management Scope
The server administration, monitoring, maintenance, and support services described under Section 4, which may be updated from time to time by mutual written agreement.
Server(s)
The physical or virtual computer servers which are owned, leased, or otherwise controlled by Client and are subject to management under this Agreement.
Provision of Services
2.1 Management Services — Provider shall perform the Management Services in a professional and workmanlike manner, consistent with industry standards. Provider may use subcontractors to perform all or part of the Management Services, provided Provider remains responsible for their performance.
2.2 Service Levels — If a Service Level Agreement (SLA) is included, Provider shall use commercially reasonable efforts to meet the stated service levels. Failure to meet service levels shall not constitute a breach unless expressly stated otherwise in the SLA.
2.3 Maintenance Windows — Provider may perform scheduled maintenance during designated windows. Provider will use reasonable efforts to notify Client at least 24 hours in advance of non-emergency maintenance.
2.4 Changes to Services — Provider reserves the right to modify the Management Services upon 30 days' written notice, provided such modifications do not materially reduce the overall functionality.
2.5 Control Panel Requirement
Management Services are contingent upon the Server running a supported commercial control panel (cPanel, Plesk, or other panel approved in writing by Provider). If Client removes, deactivates, or fails to maintain a valid licence, Provider may either (a) terminate this Agreement upon written notice, or (b) renegotiate the scope of Services and Fees to reflect an unmanaged environment.
Client Responsibilities
3.1 Access & Cooperation
Client shall provide Provider with all necessary access credentials, system permissions, and cooperation required to perform the Management Services. All access provided must remain accurate and current.
3.2 Hardware & Software
Client is solely responsible for licensing, maintaining, and ensuring the compatibility of all hardware, operating systems, and third-party software installed on the Servers.
3.3 Compliance with Laws
Client shall use the Servers and Services in compliance with all applicable laws, regulations, and third-party rights. Client shall not store or transmit any illegal or infringing content.
3.4 Backup Responsibility
Unless expressly specified as part of the Management Scope, Client is solely responsible for maintaining current backups of all data stored on the Servers.
Management Scope — Proactive Support
Provider continuously monitors the Servers and performs necessary actions without a prior request from Client, based on alerts, system events, or scheduled routines. Services operate exclusively on Servers with a supported control panel. Proactive support does not extend to Client-installed applications, custom code, or third-party integrations unless purchased as an add-on.
| Category | Proactive Actions Performed Automatically |
|---|---|
| Security | Automatic installation of stable, vendor-approved security patches for OS & control panel. |
| Services | Auto-restart of crashed services (httpd, mysqld, named, etc.); alert sent to Client. |
| Disk | Warning when disk/inode usage exceeds 90%; temporary log rotation or cache cleanup if safe. |
| Firewall | Dynamic blocking of IPs with excessive failed logins (fail2ban / CSF). |
| Malware | Daily signature updates; scheduled scans; automatic quarantine of known malware files. |
| Backup | (If subscribed) Daily check of backup completion; email notification on failure. |
| Perf. | Monthly review of resource usage; optional tuning recommendations sent to Client. |
Reactive Support — Workflow & Contact Methods
Client submits a support request via email, ticket system, or emergency phone line. All reactive support requests must be submitted through [email protected]. Emergency phone support is available only for P1 Critical incidents.
Live Chat & Phone
Best for non-complex requests — password changes, general server usage, simple troubleshooting. Complex requests may be redirected to a ticket.
Support Ticket
Required for any complex request or significant server change (e.g. software installation). Provides a clear reference point and full audit trail.
Support Workflow
Submission
Acknowledgment
Diagnosis
Escalation
Closure
Priority Levels & Response Times
Server Down / Core Service Unavailable
Server is completely unreachable, or a core service (HTTP, mail, SQL) is unavailable, causing active business impact.
Service Degraded
Service degraded but not completely down. Major functionality affected — business can partially operate.
General Issues
General issues, feature requests, and account administration that do not impact live services.
Non-Urgent / Informational
Informational, pre-sales enquiries, or non-urgent changes that can be scheduled at next opportunity.
Reactive Support — Coverage Scope
After-Hours Escalation (Section 4E): P1 Critical incidents are supported 24/7/365. P2–P4 incidents are handled during business hours unless otherwise agreed. After-hours support for non-critical issues is available at the hourly rate, with a minimum one-hour charge.
Management Scope — Full Exclusions (§4.2)
The following items are not included in the Management Services. They may be available as separately quoted services — contact us for a quote.
Application-Level Support
Troubleshooting or debugging of custom-coded websites, plugins, themes, or scripts (e.g. WordPress). Installation, configuration, or updates of third-party web applications — unless explicitly purchased as a separate managed-application service.
Content or Data Liability
Restoration of data lost due to Client's failure to maintain adequate backups. Recovery of data from physically failed hardware (hard drive recovery services).
Software Licensing
Purchase, renewal, or management of licences for the control panel or any third-party software (e.g. cPanel, Plesk, CloudLinux, Imunify360). Client is solely responsible for all licensing costs and compliance.
Major Infrastructure Changes
Migration of servers, OS reinstallation, control panel reinstallation, or changes to network architecture. These may be quoted separately.
Security Breaches from Client Negligence
Cleaning or remediation of a server compromised due to Client's failure to apply critical updates (after Provider has notified Client) or due to use of nulled/pirated software.
Compliance & Legal
Ensuring Client's hosted content complies with applicable laws or third-party rights. Client remains exclusively responsible.
Prerequisites for Service Delivery (§4.3)
Provider's ability to perform the Services depends on the following Client responsibilities being maintained throughout the Term:
The control panel must be properly licensed, activated, and fully functional at all times.
Root / administrative access to the Servers must be provided to Provider and maintained throughout the Term.
Client must not install or modify server-level software that conflicts with the control panel without prior consultation with Provider.
If these requirements are not fulfilled, Provider may pause delivering the Services until resolved. However, this pause does not release the Client from their payment obligations.
Troubleshooting
5.1 Provider will offer troubleshooting support for all preinstalled software as well as additional software where support has been pre-agreed, and for hardware and performance issues.
5.2 Issues can vary in nature and complexity. Where an issue cannot be diagnosed immediately, Provider will keep Client informed via ticket as to the progress of the investigation.
5.3 There may be instances where issues need to be escalated to the software vendor, which may increase resolution time. Provider will inform Client via ticket if this escalation is required.
Scheduled Maintenance
6.1 Standard Maintenance Window
Provider may perform scheduled maintenance during UK business hours. Provider shall provide at least 24 hours' advance notice via email or Client portal before commencing any scheduled maintenance.
6.2 Emergency Maintenance
Provider may perform emergency maintenance at any time without prior notice if necessary to preserve security or stability. Provider shall notify Client as soon as reasonably possible after commencement.
6.3 Impact on SLA
Downtime resulting from Scheduled or Emergency Maintenance is excluded from Availability calculations and shall not be eligible for Service Credits.
Miscellaneous
7.1 Entire Agreement — This Agreement constitutes the entire agreement between the parties and supersedes all prior negotiations, representations, or agreements, whether written or oral.
7.2 Amendment — No amendment to this Agreement shall be binding unless in writing and signed by both parties.
7.3 Severability — If any provision is held invalid or unenforceable, the remaining provisions shall continue in full force and effect.
7.4 Force Majeure — Neither party shall be liable for failure or delay in performance due to causes beyond reasonable control, including acts of God, war, terrorism, strikes, ISP failures, or governmental actions.
7.5 Governing Law — This Agreement shall be governed by the laws of the United Kingdom, without regard to its conflict of laws principles.
7.6 Independent Contractor — Provider is an independent contractor and not an employee, agent, joint venturer, or partner of Client.
Updates to This Agreement
The latest version of this agreement is always available on our website. We regularly review and update our agreements to keep pace with the ever-changing software and hardware landscape. As a result, we reserve the right to update this agreement without prior notice. Continued use of managed server services following any update constitutes acceptance of the revised terms.
Contacting Us
Questions, comments, and requests regarding this Agreement are welcomed. You can contact us through any of the following channels:
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