Thank you for considering Oxygen Web Design as your preferred website Hosting Service Provider (HSP). This section of our website is designed to give you informed answers to the most common questions you may have about our hosting services and and the technologies programs behind them.

As a provider of a premium hosting product, it is very important to be able to offer a wide range of hosting plans and value added services, taking into account the need for cutting edge technology and security features. We will never take our position in the HSP industry lightly… and that’s why our program is supported further, by a Service Level Agreement guarantee.

Being able to offer robust, secure, scalable and affordable hosting solutions to our compliment of custom design and promotional services allows every one of our clients at Oxygen Web Design the opportunity and advantage to grow their online business with all the tools and services they need.

Oxygen Web Design provides its Hosting Service Provider program using a well-financed corporation that serves the online needs of Web Developer Resellers around the world, with offices located in Canada (Ontario and Nova Scotia) and the United States (Florida). Our customers rely on us for award-winning web hosting, email, domain name registration and e-commerce hosting solutions. We are able to offer a product not easily matched in the industry through our Wholesale Agreement with Hostopia, proven in the marketplace with thousands of customers and trusted by Web Development professionals such as Rogers, Bell and TELUS. Since 1999 Hostopia has provided one of the most up to date, secure and dependable hosting platform available.

The key to our success as your Hosting Service Provider is our ability to offer:

Flexible Solutions to meet the needs of today’s business demands

You get true flexibility when you choose an Oxygen Web Design web hosting solution. Our one-of-a-kind cross platform system runs applications in UNIX, Linux or Windows™, unlike many services that support either Windows or UNIX. This means you can run ASP/MS Access and PHP/MySQL databases from the same server farm.

Our hosting plans are carefully structured to ensure the client needs are met with solutions at the best possible price. From simple email only plans to advanced VM Servers, our plans range from $6/month to $600/month. Each plan addresses a particular market demand niche and all plans can be upgraded or downgraded based on your evolving needs.

Reliable Solutions backed by a Service Level Agreement

In today’s demanding online business world, downtime just isn’t acceptable. That’s why we target 99.9% uptime.

- Cisco HSRP (Hot Swappable Router Protocol) ensures router redundancy.

- Our server cluster uses multiple load-balancing hardware with automatic failovers.

- RAID (Redundant Array of Independent Disks) storage technology lowers the risk of failure, and improves fault-tolerance by expanding data capacity and spreading data across multiple disks.

- Diverse network paths ensure no single network failure can impact web page serving.

- Automated systems and experienced staff monitor 24/7/365.

New Innovative Applications ensure we continue to lead

No Web Hosting Solution can exist without continual upgrades and application innovations. Through or provider, Oxygen Web Design makes it our mission to develop service innovations. Over the past year we have added the following to our solution.

- VM Server 2.0
- 3,500+ Advanced Web Site Templates

- F-Prot Anti-Virus
- Pro Stores Shopping Cart
- Web Blog Builder
- Live Chat

- EasySiteWizard 6.0
- Shell Access

UNIX Microsoft Hybrid

A seamless blend of UNIX and Microsoft™ technologies. Our technology combines the functionality of "Windows™ hosting" and "UNIX hosting" onto one platform. You can run ASP/MS Access and PHP/MySQL based sites from the same server farm. With our seamless blending of UNIX and Microsoft™ technologies, Oxygen Web Design’s hosting system is truly "cross-platform and one of the most advanced in the industry.

Scale to an unlimited number of domains on redundant servers

Oxygen Web Design’s architecture is designed and built from the ground up to scale to an unlimited number of domains. These domains are hosted on multiple redundant servers, which are clustered using load balancing hardware.

Take advantage of our BGP4 technology

Multiple redundant Internet connections currently provided by UUNET, LOOK Communications, TELUS and Sprint, are implemented through the use of BGP4 (Border Gateway Protocol). We monitor and upgrade bandwidth as needed.

Oxygen Web Design employs multiple routers and load balancers

Our multiple routers are made redundant through the use of Cisco's HSRP (Hot Swappable Router Protocol). Our server clusters use multiple load balancing hardware, designed for failover in the event of a load balancer fault, which allows us to provide you with 99.9% uptime reliability!

Network Appliance filers assure speed and data integrity

Data integrity and speed are assured by multiple Network Appliance Filers using RAID technology. Three backup systems are in place; one is on-site and two are off-site at geographically separated data centres. The systems are continuously monitored for reliability and performance by our NOC staff. Our new state of the art data centres are protected through electrical power backup, independent air conditioning units and physical security measures.

Data Centre Facility

Oxygen Web Design uses four North American points of presence, its main one being a state-of-the-art 80,000 sq. ft. Intelligent Internet Data Centre. The centre provides the ultimate in security, reliability and technology.

- A World Class Capital Facility $75 million has been invested in the Internet Data Centre which is housed in an 80,000 sq. ft. (7,432 sq. meter) building, to be expanded to 150,000 sq. ft. (13,935 sq. meters) of hosting solutions floor space, with the capacity of more than 35,000 servers.

- Clustered Server Environment Oxygen Web Design’s Web server clusters are bundles of hardware, operating systems, and applications, integrated to host and serve business-critical web applications to users worldwide. Our association with Hostopia ensures that the hardware, software and network infrastructure to support our websites is robust enough to handle the peaks and valleys of customer demand.

- Environmental Control The facility has a strictly controlled dust and pollution free environment. The climate control system maintains a consistent range of between 13-21 degrees C (55-70 degrees F) and humidity at 40 to 60 percent in a static-free facility. The entire facility has raised flooring.

- Physical Security The Centre provides top-level 24x7x365 perimeter security including video surveillance, biometric and card-key access and 24-hour on-site security.

- Fire Suppression The Centre has a state-of-the-art smoke detection system with the ability to scan even the smallest (up to 3PPM) particle in the air.

- Connectivity The Internet Data Centre contains a robust reliable and high quality network. It operates on a SONET ring, diverse redundant fibre-optic network connections with a capacity capable of OC-192 (10 Gigabits) connected by the latest switching and high-speed routing equipment.

Perimeter security via multi-tiered firewalling

Oxygen Web Design’s servers are protected with software-based firewalling which look at source and destination addresses, and ports. Security administrators handle all aspects of firewall management. Our engineers are familiar with many types of firewall applications, including CheckPoint, ipchains, ipfw, ipfwadm, etc. We are able to modify response packets with masquerade responses to the remote initiator. Our systems are secured using the latest security methods including router access list filtering on inbound carrier feeds and firewalling at the SYN level on internal devices.

Monitoring security systems and processes

All security systems are tested continually. We use security scanners such as Nessus, (www.nessus.org), and SAINT, (www.wwdsi.com/saint). Automatic updates are instantly made with the latest exploit/DOS, (Denial of Service), check codes. This provides us with an accurate and detailed report on our systems. Our security team is also subscribed to all the major security mailing lists, including BUGTRAQ from securityfocus.com. These lists provide access to the latest security information, which enables us to patch newly found exploits within hours of their discovery.

Intrusion Detection

We currently use a number of intrusion detection applications such as TRIPWIRE, along with our own proprietary monitoring and logging systems. These systems notify our security response team during scans and potential DOS attacks. We react to these situations immediately, modifying ACLs as needed. In certain cases rules are implemented automatically during detection. All suspicious activity is logged hardcopy directly to a printing station which is monitored closely. This ensures there is no tampering with conventional softcopy logs.

Anti Virus Measures

Our systems are protected against viruses by extensive built-in access controls. Regular users are unable to access or damage system files.

Offsite Backups

Automated offsite secure storage backups to our mirrored storage arrays in the southern US are conducted through secure encrypted tunnels using SSH with confidential data encryption prior to transit.

Disaster Recovery Procedure

Our disaster and recovery site is currently located in the South Eastern United States. This site is for the sole purpose of emergency fail over. This NOC is capable of handling all traffic in case our eastern operations is interrupted, however we have taken every precaution necessary to ensure our services will be available under all circumstances. This site is also set up in a redundant, robust, high availability clustered environment. This allows multiple equipment failures with zero degradation in service. All sites are designed and implemented as exact duplicates to ensure the operating environment remains the same. Users are unable to access or damage system files.

Recording and determining access to data

Every employee with access to internal computer interfaces that includes customer data is assigned a unique username, ID number and password. Access to customer data is restricted based on the responsibilities of each employee. Each user is assigned an appropriate access level. Employees are only granted access to information that is essential for them to efficiently perform their job requirements. The actions of each individual on the computer system are recorded and logged by employee ID number.

Printed documents that include sensitive customer information are protected in locked file cabinets. An access control system that uses key fobs restricts access to server rooms and programming areas. Individuals are granted access to these areas only if it is essential for them to effectively perform their responsibilities.

Our practices regarding the protection of customer information are captured in our Privacy Policy. The Privacy Officer is responsible for ensuring the responsible management of all customer information.

Passwords

All passwords must be changed from vendor-supplied defaults upon initial use. To ensure the effectiveness of security parameters, we recommend a combination of uppercase letters, lowercase letters, numbers and symbols for each password. Employee passwords are regularly tested to ensure that they are not easily compromised.

Secure Server Details

We are using Linux-based Apache with 128 bit SSL encryption.

Offsite secure storage is performed at both of our remote NOCs. These backups are done through secure encrypted tunnels using SSH, with confidential data encrypted prior to transit.

1. SERVICE UPTIME Oxygen Web Design's target uptime for the Service is 99.9% of the time in every calendar month and Oxygen Web Design provides you with a 99.7% Critical Services Uptime Guarantee as defined below. If Oxygen Web Design fails to meet the 99.7% Critical Services Uptime Guarantee you will be entitled to receive a credit in accordance with the Credit Table below if: (a) you apply for the credit within sixty (60) days of the last day of the month in which the 99.7% Critical Services Uptime Guarantee was not met, and (b) more than 20% of Oxygen Web Design customers are affected. Such credits may be deducted from amounts otherwise payable by you to Oxygen Web Design hereunder. In the event there is a dispute regarding credits, Oxygen Web Design reserves the right to make the final decision about whether credits will be provided to you. If the availability for any three (3) month period is less than 98.00%, you will have the right to terminate your Services Agreement with Oxygen Web Design.

a. “99.7% Critical Services Uptime Guarantee” means that Oxygen Web Design guarantees that Down Time with respect to the Critical Services shall not exceed 0.3% of the time during a rolling two (2) month period (computed by reference to a 31 day month).
b. “Critical Services” means the email services, web hosting services, DNS services, and the Oxygen Web Design network to the extent that such services do not include Closed Source Applications, as defined in Section 4 below.
c. “Down Time” means periods of time that the Critical Services are not functional and available to Oxygen Web Design customers and does not include any period of time during which services are not functional or available as a result of:
i. maintenance, scheduled or otherwise, performed by Oxygen Web Design;
ii. third party intrusions, including without limitation denial of service or similar attacks;
iii. downtime resulting from misuse by End-Users (as defined in the Terms of Use) errors or non-performance of third-party software, including without limitation, Microsoft Access, .asp, .jsp, Cold Fusion or Miva Merchant; or
iv. any event that is not within Oxygen Web Design’s control.

Credit Table
Availability %       Monthly Service Credit
   99.40 - 99.70    10%
   99.00 - 99.40    20%
   98.00 - 99.00    30%
   97.00 - 98.00    40%
   96.00 - 97.00    50%
   95.00 - 96.00    60%

2. WEB HOSTING Oxygen Web Design will use commercially reasonable efforts to ensure that your web site is available online, twenty-four (24) hours following receipt of payment from you for services.
3. MAINTENANCE SERVICES Oxygen Web Design will provide system maintenance as long as this SLA has not been terminated or amended. Maintenance is performed at times which least impact Oxygen Web Design’ customers based on minimal overall activity on the Oxygen Web Design systems. Notwithstanding the foregoing, Oxygen Web Design reserves the right, in its reasonable discretion, to perform any emergency work at any time.
4. CLOSED SOURCE PLATFORM APPLICATIONS ColdFusion, ColdFusion MX, ASP, ASP.NET, JSP, and Miva Merchant applications are hosted on a closed source platform (“Closed Source Applications”).
5. PRIVATE LABEL DNS Private label DNS (domain name servers) require 3 DNS entries, the third of which is Oxygen Web Design' generic DNS.
6. ACCESS DATABASES Microsoft Access databases are not designed for, nor recommended for use on web sites which receive high volumes of Internet traffic. Oxygen Web Design does not guarantee the performance of web sites which make use of Microsoft Access databases.
7. EASYMAIL/MAILING LISTS
a. EasyMail E-Mail Accounts are restricted to a maximum size of 50MB. If you exceed this limit we may suspend or terminate your account and your email messages may be lost.
b. EasyMail E-Mail Accounts’ e-mail transfer limit is a maximum of 20MB for each separate request by the mail server.