Service Scope Boundaries
To ensure reliable operations, we maintain clear boundaries between system administration, database management, and application development. Below is the standard matrix of what is included and excluded.
Standard Inclusions
- •Linux OS configuration, user administration, and key security setups.
- •PostgreSQL configurations tuning, WAL archiving, and replication.
- •Off-site backup repository sync (pgBackRest configuration).
- •Uptime monitoring, background queue, and task execution checks.
- •OS level firewall, port restriction controls, and key management.
Standard Exclusions
- •Debugging or modifying application source code (PHP, JS, Python).
- •Writing custom database SQL migrations or data structure designs.
- •Paying for cloud provider resources, storage, or external software licenses.
- •Formal security compliance auditing or penetration testing.
- •Managing third-party systems outside your infrastructure control.
Critical Disclaimers
Backup Retention & Restore Tests: Restore testing is run in isolated staging environments and depends on the selected service plan. Extended retention histories require corresponding object storage space paid for by the client.
High Availability (HA) vs. Disaster Recovery (DR): HA designs (redundant servers with automatic failover) and DR designs (backups that can be recovered) are distinct concepts. True HA requires multiple servers and database instances.
Support SLAs: Technical helpdesk response times and emergency assistance protocols are determined by your active SLA agreement. Standard support hours do not include 24/7 on-call availability unless explicitly contracted.