CLARA ONLINE, Inc.

Standard Wholesale Support Features

Server reboot request

Form	https://www.clara.jp/form/emergency_english.php
Email	support-en@clara.co.jp

All emails will be answered during business hours. If you need to reboot your server immediately, please use the above form.

1.Universal Support for All PlansTrouble shooting of network connectivity issues

Hardware repair or replacement on the next business day (JST)
24x7x365 reboot (We will perform server reboot at no charge.)

2.Unsupported items

Because the following issues fall outside of Clara's control,
we will not provide technical support for the following:

Console Operation (We will not work from the console)
Domain name propagation
Non Clara routing issues
Non Clara DNS server issues
Third-party e-mail/FTP client configuration and use
Scripting
Plesk/Plesk Add-ons/Webmin operation

3.Support and Inquiry

On business days:
Our support hours are from 10AM to 6PM (JST). Business days are based on business hours in accordance to Japanese time.

Below are the holidays for Clara Online in the business year of 2012
(We are closed on Saturdays and Sundays.)
Click here for the calendar of 2011 / 2012

Jan 2012 to Mar 2012	Jan 1st to 3rd, Jan 9th, Mar 20th
Apr 2012 to Jun 2012	Apr 30th , May 3rd to 4th
Jul 2012 to Aug 2012	Jul 16th, Aug 14th to 15th

Managed Firewall Supported Features

1.Supported items

Fully managed Juniper Firewalls
Trouble shooting of network connectivity issues
Hardware replacement
Firewall Hardware and ScreenOS Trouble shooting
Firewall Rule configurations
Clara will implement a default rule set on all firewalls. Customers who want to customize their rules need to send an e-mail to support-en@clara.co.jp The SLA for a standard rule changes is 24 hours (one business day): A standard change is a change to the rule set to increase, decrease, or modify settings to the firewall.

2.Monitoring and Logging

Clara monitors firewalls uptime only. Customers will not be able to access their firewall console, web interface, or log files.