Server management terms
What Essential Management includes, how the hour credit works and who covers what in case of an incident.
Updated: 30/10/2026. These terms supplement the hosting terms and conditions (articles 16 and 17).
In short
Management has two parts. Background work, done by CCN Technologies on its own initiative, is unlimited and never counted: security updates, monitoring, alerts, backup checks, coordination of hardware failures. Client requests (installing software, changing a configuration, fixing a problem caused by the client's site) are counted against an hour credit: 1 hour per month, then 20 000 FCFA per hour, with your prior approval.
Management pays for the technician's work, not for licences, IP addresses, backup storage or third-party fees, which are billed separately.
Essential Management
| Item | Details |
|---|---|
| Price | 49 500 FCFA per server per month |
| Background work | Included, unlimited |
| Credit for your requests | 1 hour per month, not carried over |
| Hours | Monday–Friday, 8 am–6 pm (Cameroon time) |
| Response to a critical emergency | Within 2 business hours |
| Response to a normal request | Within 1 business day |
| Report | Monthly |
| Authorised contact | 1 person named by the client |
"Response" means the time a technician starts working on it, not the time to fix it, which depends on the failure.
What is included and what is not
Included, not counted:
- installation of the system and of the ordered control panel (Webuzo free)
- basic hardening: firewall, SSH keys, blocking of repeated intrusion attempts
- security updates in a maintenance window announced 48 hours ahead, at night
- monitoring (availability, disk, memory, services) and alerts
- backup checks if backup storage is subscribed
- reboots, rescue console, coordination of hardware and network failures
- monthly report
Counted against the credit, then billed hourly:
- installing or configuring additional software
- creating accounts, databases, domains
- diagnosing an error coming from the client's site or application
- restoring a backup at the client's request
- repairing a configuration changed by the client or their contractor
Outside management, on quote: development or code fixes, migration, staff computers and mailboxes, training, advanced application tuning.
Hour credit and overage
- Counted in 15-minute increments, 15 minutes minimum per request, logged in the ticket.
- When the credit is used up, CCN tells you and estimates the time needed; billed work only starts after your written approval.
- Exception: during an active hack, CCN may isolate the server immediately, up to 1 hour without prior approval.
- Extra hours are billed the following month.
| When | Rate |
|---|---|
| Business hours | 20 000 FCFA/hour |
| Evenings and Saturdays, at your request | 30 000 FCFA/hour |
| Nights, Sundays and public holidays, at your request | 40 000 FCFA/hour |
| 5-hour prepaid pack (valid 3 months) | 90 000 FCFA |
Serious incidents: who pays
| Cause | What is billed |
|---|---|
| Error or update made by CCN | Nothing |
| Hardware, network or power failure | Nothing |
| Known flaw CCN did not patch although a fix had been available for over 7 days | Nothing |
| Hack through a client-side entry point (outdated plugin, weak password, pirated software) | First response counted against the credit; clean-up beyond it billed hourly, with approval |
| Error by the client or their contractor | Counted against the credit, then billed hourly |
After every serious incident you receive a report: cause, actions taken, time spent, recommendations.
Self-managed server
You administer the server. Hardware, network, power, reboots and rescue console remain covered. Other work is billed per job:
| Service | Rate |
|---|---|
| CCN technician work | 25 000 FCFA/hour, 30 minutes minimum |
| Operating system reinstallation | 26 500 FCFA |
| Root password reset | 22 500 FCFA |
| Paid technical work by the data center | 120 000 FCFA/hour, on accepted quote |
| IP address blacklisted through your fault | 75 000 FCFA |
Contacts and priorities
- Every request goes through a ticket in your client area: it is the reference for counting and response times.
- WhatsApp is only for flagging an emergency, which is then logged in a ticket.
- Only people named by the client can request work.
- CCN sets the actual priority after review; a normal request presented as urgent is reclassified.
Responsibilities
- CCN is responsible for the operating system, its basic security, updates and monitoring.
- The client remains responsible for their sites, applications, plugins, content and application passwords, and for their licences and proper use.
- The client may keep root access; any repair needed because of a change made without telling CCN is billed.
- Without subscribed backup storage, CCN cannot guarantee any restore.
- CCN has a best-efforts obligation. If CCN is at fault, compensation is capped at 3 months of management; indirect losses are excluded.
Term and cancellation
- Monthly commitment, no minimum term; plan changes at the next billing cycle.
- Cancellation with 30 days' notice; CCN hands over the server access and documentation.
- If payment is missed, management is suspended.
- Repeated out-of-scope requests or disrespectful behaviour: written warning, then end of management with 30 days' notice.