DIR A/S - Exchange - Prices and Terms

Prices and Terms

Below mentioned prices include all necessary licenses for Exchange Server, Windows Server, Share-Point and Outlook (Please see Fact Sheet for more information).

All prices are in DKK and do not include sales tax.

Product:
Price per month:

Exchange
89,- per user

Exchange Web
29,- per user

The set-up is free and includes access to manuals in the set-up of Outlook, web mail and mobile units. Error diagnostics at the client's local area network, local installations etc. are carried out according to the applicable hourly rate. The price includes all necessary licenses for Exchange Server and Outlook.

If you are planning to set-up more than 25 users, please contact us for a quotation.

In connection with the set-up a list of logins and passwords is delivered, and also documentation in the set-up. Before the set-up the following things need to be handed in to DIR:

List of all the users specifying their full name and e-mail addresses.
List of distribution groups specifying all the members.
List of the users who will have administrator rights (which i.a. give you access to edit other users).

This is the capacity, which is available per user:

Exchange: 150 MB
Exchange Web: 25 MB

We make up the space as a total pool for the entire company. In other words, if there are 10 users your company has 1500 MB to Exchange.

There are no individual limits on the mail boxes, but in stead there is a general limit of 1.5 GB.
We have set this limit in order to prevent the usage from getting out of control, but also to address a situation where the server runs out of disc space in case one of the users suddenly receives huge quantities of data.
A report, which shows how much data each employee has in his or her mail box and also how much data there are in the Public Folders, will be sent together with the invoice. Extra space costs 200 DKK a month per extra 1 GB.

In case you need help to the set-up of Hosted Exchange you are welcome to contact us at:
support@dir.dk

Terms and conditions

Definitions
Working hours: weekdays from CET 8.30 a.m. to 16.30 p.m. DIR A/S will from now on be designated DIR. Current hourly fee is DKK 995. Any request sent to DIR by e-mail, DIR will try to answer within 2 working hours after receiving the request.
Ordering
The customer is obligated to state correct contact information. The following information is a minimum: Name, organisation, address (street name and number, zip code, city name, and country), and phone number.
Cancellation
Cancellation of subscription can be done by both parties with a 3 month written notice to the expiration of a quarter-year. At termination of contract, the customer is responsible for getting the data. Most products come with functionality for exporting data (FTP, FrontPage, SQL Enterprise Manager, exMerge, etc.). The customer can choose to get the data delivered from DIR by postal service (Compact-Disc) or by FTP upload – this service is charged by the hour or by a special agreement with the customer. The customer has ownership of the data put on the servers at DIR.
Breach of contract and abuse
If the customer breaches the contract, e.g. failing to pay after dunning letter, abuse of DIRs products, bankruptcy, liquidation or suspension of payments, DIR is entitled to terminate the contract immediately. If DIR breaches the contract, e.g. unavailability through a prolonged period of time, loss of data caused by gross negligence by DIR, bankruptcy, liquidation or suspension of payments, the customer is entitled to terminate the contract immediately. If DIR finds that the customer’s inlaid data are impeding to DIR or other users of the Internet or if it threatens security, DIR is entitled to disconnect the customer’s data area immediately. If the customer’s inlaid data contains pornographic or obscene material, DIR is entitled to disconnect the customer’s data area with a 24-hour notice.
Prices and terms
Charging of all subscription-based services is done in advance. Payment has to be made within 14 days. Payments overdue are imposed with reminder fee of DKK 100. If the debt is not fully paid within 8 days all hosting services will be terminated. All hardware is owned by DIR unless other is agreed to by contract. DIR can at any time change the conditions, prices, and product specifications. At a price increase the subscriber will be informed at least 3 months in advance. At significant price increase, significant deterioration of terms or product specification, the customer is entitled to terminate the contract with 14 days of notice. All prices are excluding VAT.
Loss of profits or contracts, loss of goodwill or other special, indirect or consequential loss
If the availability of the subscribers data area spread over a three month period is below 99,9%, the customer can demand a reduction on the payment for the period in point, assuming the reduced availability is caused by matters, under DIR’s control.
The penalty is calculated by this formula: Penalty = quarterly based price + 25% * (G% - F%)
where G% is the Guaranteed availability and F% is the actual availability.
E.g. 1.995 + 25% * (99% - 70%) = 723,25
Under any circumstances, the compensation cannot exceed the amount the customer paid DIR for the period in point. Thus DIR has no responsibility for any direct or indirect loss of profit caused by reduced availability that may have been inflicted on the customer. If the availability has been below 99% in a 3-month period, the customer is entitled to terminate the contract with 14 days of notice.
General conditions of operation
All of DIR’s servers are located in a separate locked-up server room, to which only DIRs technicians have access to. Any other person only has access accompanied by one of DIR’s technicians. DIR exclusively uses servers with mirrored discs and any additional server components has pre-failure guarantee. I.e. At least 3 days before a component fails it is error-reported and afterwards replaced within 24 hours. Uptime is calculated by making requests to the servers every fifth minute. If the response time is more than 1 second requests is made every minute, until the response time again is less than 1 second. In case of response time 5 minutes in a row is more than 1 second, the period is calculated as downtime, and a technician is immediately called – around the clock.
Backup
Backup is made of all servers every night, unless anything else is stated in the terms for the one product. The backup servers are located in another physical server room than the rest of the servers. Furthermore the backup media is moved every week to a third location. DIR uses backup for reestablishment in case of breakdowns, but the backup can also be used for reestablishment in case the customer by accident looses data. In such a case, the reestablishment is charged by the hour with the present hourly fee.
24/7 hotline
It is possible to contact Technical hotline around the clock. It is free of charge to use the 24/7 hotline, if you report a problem that falls under DIR’s operational responsibility. For normal support, a fee is charged per 15 minutes.
Examples on normal support:
- Help on bug searching custom made scripts
- Alteration of domain setup
- Forgotten logins/passwords
- Errors, caused by circumstances on the Internet, out of DIRs control.
The fee for using the 24/7 hotline is:
- Workdays 8:30-16:30, DKK 250,- every started 15 minutes
- Workdays 16:30-22:00, DKK 375,- every started 15 minutes
- Weekends 10:00-22:00, DKK 375,- every started 15 minutes
- All other hours, DKK 500,- every started 15 minutes
Technical hotline has phone number: 2616 2074 Additional support terms are defined specifically for each product
Planned service
Planned tasks are agreed upon beforehand. The fee to have a technician perform planned service is:
- Workdays 8:30-16:30, free of charge if included in SLA otherwise DKK 250,- every started 15 minutes
- Workdays 16:30-22:00, DKK 250,- every started 15 minutes
- Weekends 10:00-22:00, DKK 250,- every started 15 minutes
- All other hours, DKK 300,- every started 15 minutes
Support
It is free of charge to use DIR’s support function by e-mail support@dir.dk and by phone: 87324400 during normal work hours. DIR reserve the right to charge support requests to present hourly fee, if the problem is caused by matters out of DIR’s control.

Special support terms for Hosted Exchange

Included

When a customer is set up on the Exchange server, DIR guarantee that a connection can be established. I.e. a connection can be established through the Internet by a client designed for the purpose. DIRs solution is designed to be used with the newest version of Outlook for PC. At current this implies that you have to use Outlook 2003 if DIR is to guarantee that everything is working. If you don’t already have Outlook 2003 DIR can supply such free of charge, as long as DIRs Exchange server is used. The process of establishing a connection is described in the manual, found under description of the product on http://www.dir.dk.
There is a general limit on the size of users mailboxes at 1,Gb. This is among other reasons set op to ensure that a users size usage doesn’t run wild. If wished, this limit can be removed, so there is no limit on the size of the mailbox.
Access is granted to self-service options on the address: https://thor.exchangehost.dk/exchangeadm, where most of the daily use of exchange functions can be administrated by the customer. This includes changing usernames,Groups, changing passwords, creating new users and deleting existing accounts.

Charged by the hour

DIRs support does not include:

Connecting of client units
Special adaptations
Installation and configuration of third party software
Restore of data from backup, if it is not because of a system breakdown

DIR can provide support via telephone charged by the hour. DIR can also refer to partners that can come out to the customer and complete the installation of the clients.

Terms and conditions

Definitions
Working hours: weekdays from CET 8.30 a.m. to 17.00 p.m. All time specifications are in the Danish timezone GMT+1. DIR A/S will from now on be designated DIR. Current hourly fee is DKK 800. Any request sent to DIR by e-mail, DIR will try to answer within 2 working hours after receiving the request.
Ordering
The customer is obligated to state correct contact information. The following information is a minimum: Name, organisation, address (street name and number, zip code, city name, and country), and phone number.
Cancellation
Cancellation of subscription can be done by both parties with a 1 month written notice to the expiration of a subscription period. A subscribtion period is 3 month.
For products which are paid yearly, cancellation of subscribtion can be done to the expiration of a subscribtion period.
If there is a contract in which other periods of cancellation is agreed upon, these will take presedence over the general terms and conditions.
Prepaid subscribtions will not be refunded.. At termination of contract, the customer is responsible for getting the data. Most products come with functionality for exporting data (FTP, FrontPage, SQL Enterprise Manager, exMerge, etc.). The customer can choose to get the data delivered from DIR by postal service (Compact-Disc) or by FTP upload – this service is charged by the hour or by a special agreement with the customer. The customer has ownership of the data put on the servers at DIR.
Breach of contract and abuse
If the customer breaches the contract, e.g. failing to pay after dunning letter, abuse of DIRs products, bankruptcy, liquidation or suspension of payments, DIR is entitled to terminate the contract immediately. If DIR breaches the contract, e.g. unavailability through a prolonged period of time, loss of data caused by gross negligence by DIR, bankruptcy, liquidation or suspension of payments, the customer is entitled to terminate the contract immediately. If DIR finds that the customer’s inlaid data are impeding to DIR or other users of the Internet or if it threatens security, DIR is entitled to disconnect the customer’s data area immediately. If the customer’s inlaid data contains pornographic or obscene material, DIR is entitled to disconnect the customer’s data area with a 24-hour notice.
Prices and terms
Charging of all subscription-based services is done in advance. Payment has to be made within 14 days. Payments overdue are imposed with reminder fee of DKK 100. If the debt is not fully paid within 8 days all hosting services will be terminated. All hardware is owned by DIR unless other is agreed to by contract. DIR can at any time change the conditions, prices, and product specifications. At a price increase the subscriber will be informed at least 3 months in advance. At significant price increase, significant deterioration of terms or product specification, the customer is entitled to terminate the contract with 14 days of notice. All prices are excluding VAT.
Loss of profits or contracts, loss of goodwill or other special, indirect or consequential loss
If the availability of the subscribers data area spread over a three month period is below 99,9%, the customer can demand a reduction on the payment for the period in point, assuming the reduced availability is caused by matters, under DIR’s control.
The penalty is calculated by this formula: Penalty = quarterly based price + 25% * (G% - F%)
where G% is the Guaranteed availability and F% is the actual availability.
E.g. 1.995 + 25% * (99% - 70%) = 723,25
Under any circumstances, the compensation cannot exceed the amount the customer paid DIR for the period in point. Thus DIR has no responsibility for any direct or indirect loss of profit caused by reduced availability that may have been inflicted on the customer. If the availability has been below 99% in a 3-month period, the customer is entitled to terminate the contract with 14 days of notice.
General conditions of operation
All of DIR’s servers are located in a separate locked-up server room, to which only DIRs technicians have access to. Any other person only has access accompanied by one of DIR’s technicians. DIR exclusively uses servers with mirrored discs and any additional server components has pre-failure guarantee. I.e. At least 3 days before a component fails it is error-reported and afterwards replaced within 24 hours. Uptime is calculated by making requests to the servers every fifth minute. If the response time is more than 1 second requests is made every minute, until the response time again is less than 1 second. In case of response time 5 minutes in a row is more than 1 second, the period is calculated as downtime, and a technician is immediately called – around the clock.
Backup
Backup is made of all servers every night, unless anything else is stated in the terms for the one product. The backup servers are located in another physical server room than the rest of the servers. Furthermore the backup media is moved every week to a third location. DIR uses backup for reestablishment in case of breakdowns, but the backup can also be used for reestablishment in case the customer by accident looses data. In such a case, the reestablishment is charged by the hour with the present hourly fee.
24/7 hotline
It is possible to contact Technical hotline around the clock. It is free of charge to use the 24/7 hotline, if you report a problem that falls under DIR’s operational responsibility. For normal support, a fee is charged per 15 minutes.
Examples on normal support:
- Help on bug searching custom made scripts
- Alteration of domain setup
- Forgotten logins/passwords
- Errors, caused by circumstances on the Internet, out of DIRs control.
The fee for using the 24/7 hotline is:
- Workdays 8:30-17:00, DKK 250,- every started 15 minutes
- Workdays 17:00-22:00, DKK 375,- every started 15 minutes
- Weekends 10:00-22:00, DKK 375,- every started 15 minutes
- All other hours, DKK 500,- every started 15 minutes
Technical hotline has phone number:8732 4405
Planned service
Planned tasks are agreed upon beforehand. The fee to have a technician perform planned service is:
- Workdays 8:30-17:00, free of charge if included in SLA otherwise DKK 250,- every started 15 minutes
- Workdays 17:00-22:00, DKK 250,- every started 15 minutes
- All other hours, DKK 300,- every started 15 minutes
Service performed outside of normal opening hours will be added 2*15 minutes for transportation, if the planned service requires physical access to the datacenter.

Support
It is free of charge to use DIR’s support function by e-mail support@dir.dk and by phone: 87324400 during normal work hours. DIR reserve the right to charge support requests to present hourly fee, if the problem is caused by matters out of DIR’s control.

Special terms for Hosted Exchange

There is a general limit on the size of users mailboxes at 1,Gb. This is among other reasons set op to ensure that a users size usage doesn’t run wild. If wished, this limit can be removed, so there is no limit on the size of the mailbox.

Backup is exclusively performed for disaster recovery scenarios. Restore of individual mails is performed via the Outlook client, where all deleted mail is kept for a retention period of 14 days. The “Deleted Items” folder is automatically emptied for items older than 30 days.

The MailPlus product is included in Hosted Exchange. MailPlus is used for filtering spam and virus. Terms for Mail Plus also applies for Hosted Exchange.

Support included, free of charge

When a customer is set up on the Exchange server, DIR guarantee that a connection can be established. I.e. a connection can be established through the Internet by a client designed for the purpose. DIRs solution is designed to be used with the newest version of Outlook for PC. At current this implies that you have to use Outlook 2003 or newer if DIR is to guarantee that everything is working. If you don’t already have Outlook 2003 or newer DIR can supply one free of charge, as long as DIRs Exchange server is used. The process of establishing a connection is described in the manual, found under description of the product on http://www.dir.dk.

Access is granted to self-service options on the address: https://thor.exchangehost.dk/exchangeadm, where most of the daily use of exchange functions can be administrated by the customer. This includes changing usernames,Groups, changing passwords, creating new users and deleting existing accounts.

Support charged by the hour

DIRs support does not include:

Connecting of client units
Special adaptations
Installation and configuration of third party software
Restore of data from backup, if it is not because of a system breakdown

DIR can provide support via telephone charged by the hour. DIR can also refer to partners that can come out to the customer and complete the installation of the clients.

Special terms for MailPlus

MailPlus is a central solution for filtering virus and spam.

Virus is deleted immediately while spam is moved to quarantine for a period of 14 days. During the quarantine period, the user can release the quarantined mail.

SPECIAL TERMS FOR KONTORSERVER

Backup is sold seperately. The techinal documentation is written during implementation and describes final conditions concerning backup, monitoring, alerting and support.

Support included, free of charge
DIR´s service includes that the operating system and attached services are available on the internet.
I.e. a connection can be established through the Internet by remote Desktop(RDP) or by Citrix (ICA)

Examples of support that is included

Securitysettings/updates done to the datacenter network, operating systems and applications rented from suppliers.
Troubleshooting, cleanup after security breaches that are not due to customers neglect or fault
Troubleshooting and restore after hardware or operating system breakdowns

Charged by the hour
Additional support can be bought. This may include:

Special adaptations on the operating system or applications E.g. Setting up websites, printer drivers
Connection of client units
Installation and configuration of third party software
Restore of data from backup, if it is not because of a system breakdown
Problem escalation in connection with third party software

SPECIAL TERMS FOR SERVER HOSTING

Backup is sold seperately. The techinal documentation is written during implementation and describes final conditions concerning backup, monitoring, alerting and support.

In case of server hosting where virtulisation software is used, e.g. VMware, no availability guarentee of guest operating systems is given.

SPECIAL TERMS FOR REMOTE BACKUP

DIR will grant the customer access to the server. The customer is responsible for setting up the client units
I.e. servers to be backed up. A dialy report is sent to the customer. It is the customers responsibility to check the reports and ensure that nothing is missing. The customer is also responsible for performing restore tests.
DIR will provide the customer with all information and manuals needed.

DIR can provide support via telephone charged by the hour. DIR can also refer to partners that can come out to the customer and complete the installation of the clients.

SPECIAL TERMS FOR SHAREPOINT SERVICES

Backup is exclusively performed for disaster recovery scenarios. Restore of individual Sharepoint Services sites or parts thereof is not a service that DIR provides.