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Managed Definition

SOFTWARE

Operating System: Nexus will perform the initial installation and test of any supported operating system, at no additional cost. Nexus' supported operating systems currently include: Red Hat™ Linux 7+, FreeBSD™ 4+, Mandrake™ Linux 7+, Windows™ 2000 Server, & Windows™ Server 2003. Nexus' will install and test, with customer permission, any and all operating system security and functionality patches, upon customer request, for Nexus' supported operating systems. Re-installation of any server, for reasons other than hardware failure or hacked/compromised software, will be billed at a rate of $85/hour. Nexus' will assist with troubleshooting and repairing basic operating system problems for supported operating systems. This includes basic advice on functionality and use of the supported operating systems. Support may be limited in regards to custom operating system configurations, for those clients choosing not to utilize CPanel™ (…or operating systems that do not support CPanel™), for configurations that CPanel™ would have pre-installed/pre-configured, if the client would have chosen to install CPanel™.

CPanel™: Nexus will perform the initial installation and test of the CPanel™ software for any server ordered with such. If a managed server includes CPanel™, Nexus will support, free of charge, CPanel™ related problems and issues. This includes, but is not limited to, support of basic CPanel™ functions (ie: adding/removing accounts, dns functions, backup management, etc…) and limited support of CPanel™-installed 3rd party software (ie: proftpd, pureftpd, mailman, agora). Nexus will not provide support regarding CPanel™, or any of its’ 3rd party software inclusions, regarding issues of software bugs or failure, and such issues should be brought to the attention of the software vendors directly for support.

HARDWARE

Maintenance and Replacement: If any hardware component on a Nexus' supplied server fails, we will replace it free of charge, within timeframes specified in the Service Level Agreement (SLA). All operating systems, supported and non-supported, as well as software installed prior by Nexus', will be re-installed at no additional cost to the client, in the case of failed hardware. For information regarding system restoration beyond the operating system and software, please see the section in the document entitled “Data Recovery/Backups”.

Hardware Upgrades: Information on installation/setup fees and/or monthly fees for hardware upgrades can be obtained from our sales department. Upgrading hard drives to a different size or type of drive, requiring the transfer of data and/or operating system and software re-installation, will be billed at a rate of $85/hour.

DATA RECOVERY/BACKUPS

Hardware Failure: Nexus' always recommends purchasing a backup drive/service with any and all servers. All operating systems, supported and non-supported, as well as software installed prior by Nexus', will be re-installed at no additional cost to the client, in the case of failed hardware. If a backup drive exists, and the client was performing their own backups without Nexus' or CPanel™ supplied backup software enabled on the backup drive, Nexus' will re-install the operating system and software previously installed by Nexus', on a new hard drive, and attempt to leave the backup drive and/or defective drive in place for the customer to retrieve/restore data. If a backup drive exists, and Nexus' or CPanel™ supplied backup software was enabled on the backup drive, Nexus' will re-install the operating system and software previously installed by Nexus', on a new hard drive, and will assist with restoration of the CPanel™ and/or user data. Nexus' cannot guarantee full or even partial recovery of data from a failed drive, but will work to the limit of their abilities to restore data from the failed hardware. If a backup drive does not exist in the server, Nexus' will re-install the operating system and software previously installed by Nexus', on a new hard drive, and attempt to leave the defective drive in place for the customer to retrieve/restore data.

Software Failure and Hacked/Compromised Operating Systems: Nexus' always recommends purchasing a backup drive/service with any and all servers. All operating systems, supported and non-supported, as well as software installed prior by Nexus', will be re-installed at no additional cost to the client, in the case of a server suffering software bugs or operating system compromise. If a backup drive exists, and the client was performing their own backups without Nexus' or CPanel™ supplied backup software enabled on the backup drive, Nexus' will re-install the operating system and software previously installed by Nexus', on a new hard drive, and attempt to leave the backup drive and/or bug-ridden/compromised drive in place for the customer to retrieve/restore data. If a backup drive exists, and Nexus' or CPanel™ supplied backup software was enabled on the backup drive, Nexus' will re-install the operating system and software previously installed by Nexus', on a new hard drive, and will assist with restoration of the CPanel™ and/or user data. Nexus' cannot guarantee full or even partial recovery of data from a bug-ridden/compromised drive, but will work to the limit of their abilities to restore data from the bug-ridden/compromised system. If a backup drive does not exist in the server, Nexus' will re-install the operating system and software previously installed by Nexus', on a new hard drive, and attempt to leave the bug-ridden/compromised drive in place for the customer to retrieve/restore data.

GENERAL

The following services are not included in Nexus' managed support, however, are available as “Abnormal Support” billed at a rate of $85/hour:

  1. Non-supported operating system installation/configuration/troubleshooting.
  2. Operating system reinstallation, for reasons other than failed hardware or hacked/compromised software.
  3. Custom software installation: Nexus' may, at their discretion, assist with custom 3rd party software installation; however, the software will not be supported past installation.
  4. Upgrading hard drives to a different size or type of drive, requiring the transfer of data and/or operating system and software re-installation.
  5. Any and all work performed for non-managed and/or co-location clients.

* Contact Nexus' for any item/service not explicitly detailed.

 

 



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