TECANA AMERICAN UNIVERSITY BACHELOR OF SCIENCE – Information System Engineering Trabajo Especial de Grado Internet Service Provider – Hosting Automation Software Presentado por: Bhamidipati Venkata Gopala Anirudha Sharma Como requisito para optar al titulo: Bachelor of Science in Information System Engineering Por Academic Dirección: Dr. Jesús Reinaldo Rivas Zabaleta, Ph.D. Por Academic Staff: Dr. Raúl Roldán, Ph.D. Caracas, 15 de Agosto de 2005 1 TECANA AMERICAN UNIVERSITY BACHELOR OF SCIENCE – Information System Engineering Trabajo Especial de Grado Internet Service Provider – Hosting Automation Software Presentado por: Bhamidipati Venkata Gopala Anirudha Sharma Como requisito para optar al titulo: Bachelor of Science in Information System Engineering Por Academic Dirección: Dr. Jesús Reinaldo Rivas Zabaleta, Ph.D. Por Academic Staff: Dr. Raúl Roldán, Ph.D. Caracas, 15 de Agosto de 2005 “Por la presente juro y doy fe que soy el único autor del presente trabajo especial de grado y que su contenido es consecuencia de mi trabajo, experiencia e investigación académica” _______________________________________________ Autor: Bhamidipati Venkata Gopala Anirudha Sharma Fecha:14-Aug-2005 Ciudad: Caracas, Venezuela. 2 About the Industry Technical Reviewer: Ing. Oswaldo José Inojosa Moya: Ex – CTO, Dayco Telecom C.A. He is one of the founder members of the original team who lead the formation of the 1st Data Center in Venezuela, and was instrumental in the formation of high availability services in the country. He came to lead a multi-disciplinary task force of operations at Daycohost, from a large transnational ATM Solution Provider called Newbridge which later was absorbed Alcatel. He has graduated from the prestigious Simon Bolivar University in Caracas, Venezuela as “Electronics Engineer “and later on specialized in “Business Finance” from the same university. __________________________________ Revisado: Ing. Oswaldo José Inojosa Moya Cedula Identidad: V- 10691872 Fecha: 15-Aug-2005 Ciudad: Caracas, Venezuela. 3 Acknowledgements I thank the extra-ordinary people whom I have met and those who stood by me during the 3 difficult years teaching me not only the language, mannerisms, ideas without which the vision to architect a true Venezuelan hosting company on par or even excel the U.S based Internet Data Centers. I would like to thank my late father, Dr. B.Sree Rama Murthy, M.D.S, FICD, my mother Dr. B. Pushpalata M.B.B.S, DGO for having carefully taught the ropes of life, my late grandmother Mrs. B. Jagadamba for having taught the power to dream and realize it. I also thank my adopted family here in Caracas, Mr. Manuel Iglesias and Mrs. Conchita Iglesias along with all their family members who encouraged and helped me to adopt to the mutli-cultural Venezuelan lifestyle and supported me during the toughest phases. Along with my heartfelt thanks to Ms. Jannina Morales and her family. I would also like to my friends, teachers’ formal and no-formal who have taught many things and to whom I owe all this success. All these people were kind enough to contribute their experience. Thanks to the staff of Kafta Inversiones C.A., who provided good coffee, lunch, dinner, a good atmosphere, and a good conversation along with all the staff members of Copy Red C.A. and King Copy C.A. who provided us the additional material on time for all the team members right on time and even working all the extra hours to push us on without a hitch. As Plato said: “Only if the various principles-names, definitions, intimations and perceptions-are laboriously tested and rubbed one against the other in a reconciliatory tone, without ill will during the discussion, only then will insight and reason radiate forth in each case, and achieve what is for man the highest possible force…..” I would like to thank the following for all the kind discussions provided over the last 3 years for the completion of this project: Mr. Franco D’ Agostino, Chairman, Dayco Telecom C.A. Dr. Rafael Hernandez Millán, Board Member, Dayco Telecom C.A. H.E. The former Ambassador of India in Venezuela, Mr. R. Viswanathan, IFS. Mr. Aeries Barreto, Ex-CEO, Pequiven. Ms. Mariadela Larrazábal Gaston – COO Dayco Telecom C.A. 4 Mr. Tijelino Bravo – VP- Operations Dayco Telecom C.A. Mr. Raghu Ram Reddy, J.D.Edwards USA. Mr. K.S.A.Srinivas – G.E.Financial Services India. Mr. Michael Gold – CEO Sphera Inc. Mr. Pedro Gómez, Sun Microsystems de Venezuela. Mr. Jose Luis Reyes, Presidente, Linux Sistemas, Caracas. Mr. Victor Araque, Ex-Manager Operations Dayco Telecom C.A. All ex-staff members of Dayco Telecom C.A. Mr. Cesar Gonzalez, Administrator – Unix Systems. Mr. José Pinal, Manager-Networking, Dayco Telecom C.A. Mr. Harald Rosch, Sales Manager, Infostrada,Italy. Ms. Shirley Coffee, ExManager SH -Operations Dayco Telecom C.A. Mr. Javier Rincon – Ex-Project Leader, Sphera-Daycohost. The IT-Staff of Seguros Mercantil. The IT-Staff of Mapfre. Mr. Luis Díaz Luna – Ex - Manager Telco, Microsoft de Venezuela. The Sales team headed by Mr. Pedro Espinel, Dayco Telecom C.A. The IT-Staff of Sun Microsystems de Venezuela. The Sales team of Dell in both USA and Venezuela. The IT-Staff of Sphera – USA (Especially to Mr. David Greenberg, Mr. Jaimeeson Moore) & Israel (Mr. Don Frenklen) along with all ex-staff members. And every single member of the Daycohost family. The one individual whom I would like to thank is the greatest back-office manager I have been very fortunate to work with and learn the art of back-office management, Mrs. Mayanin Lara. The VP-Finance Mr. José Manuel Rivero, along with the soft-spoken and a very sharp legal mind, Dr. Luis Marcano, the success factors to all efforts at Dayco Telecom C.A. 5 Contents 1. Foreword……………………………………………………………………..Page 8 2. Part 1: Technology Issues of web hosting…………………………………...Page 10 3. Part 2: Shared Hosting Issues………………………………………………..Page 17 4. Part 3: Technology Selection for Shared Hosting…………………………...Page 18 5. Part 4: Existing hosting technology at Dayco Telecom C.A. in Shared Hosting …………………………………………………………………..……………Page 32 6. Exhibit A – Verio-Dayco web hosting service description …………….........Page 38 7. Part 5: Implementing a new Shared Hosting Platform ..……………………..Page 67 8. Part 6: Migration of Clients from existing platform to new Shared Hosting Platform………………………………………………………………………Page 77 9. Part 7: Stabilization of Clients……………………………………………….Page 80 10. Summary…………………………………………………………………….Page 114 6 Appendix 1. Appendix A: Internet Protocols terms and how they are used………………...…Page 84 2. Appendix B: Monitoring System of Shared hosting services……………………Page 88 3. Appendix C: Ports – TCP & UDP………….……………………………………Page 90 4. Appendix D: Network Layout…………………………………………………..Page 92 5. Appendix E: Firewall …………………………………………………………..Page 95 6. Appendix F: LACNIC issues…………………………………………………..Page 104 7. Appendix G: Billing System…………………………………………………..Page 108 8. Appendix H: Availability Framework for Applications in Shared Hosting ….Page 110 • Bibliography……………………………………………………………………Page A • Web-sites……………………………………………………….……………….Page A • List of figures………………………..…………………………………….……Page B • List of Tables……………………...…………………………….……………...Page D 7 Foreword For all ISP - Internet Service Providers the set up of new services has always been a technical and a financial nightmare come true, which affects the very way they have been making their presence felt in making the lives of their customers easier of otherwise. MSP – Managed Service Provider is still higher latitude of the services paradigm for all ISP’s since it is the most financially lucrative business available to all involved in the Telecommunications industry. After a gap of 7 years I had returned back to the Telecom segment and after living it on a second by second basis, I still find the most amazing thing I have seen is the “Internet” and the fantastic notions it produces making our lives richer. Changes are permanent and so does ones knowledge, I have learnt to live with this changing scenario and it is forever that one learns. Shared hosting is the most profitable segments of the Worldwide hosting industry and by far will continue to grow providing the large segments of individuals, small and medium business the “Show case” to present them to the world anywhere, anytime on a 24 x 7 x 365 basis through the WWW – World Wide Web, testing the hosting providers might to deliver effectively at the OSI Layer 7 – Application Layer. Abstract: The shared hosting being still a very new service in the internet service provider realm, Daycohost started to provide this service with the world leader in web hosting , called Verio. This was due to the fact that Daycohost did not have the sufficient know-how and the market was just growing in Venezuela so to position itself strongly in this segment the alliance with Verio was sought. But as time went on into the 2nd year of operating the platform, there were challenges like problems with technical support, absoluteness of the platform, and pricing became a problem for Daycohost to compete against new providers who did not have any or very low investment in Venezuela and thereby a alternate business plan to replace the platform was sought which resulted in the project “Rendezvous” after a lunch meeting in Caracas year 2002. Based on industry standards, client requirement analysis after interviewing around 100 clients, and a clean financial analysis, strategic planning meet it was decided that we go ahead quietly. After careful selection of world leading providers of Hosting automation software – Sphera was selected aptly. It is now to be seen how Daycohost makes the most of this application framework after a successful implementation. 8 Note: “Daycohost” is the trademark of Dayco Telecom C.A., a Venezuelan ISP, also referred to as Dayco, Daycohost, Dayco Telecom C.A. in the thesis”. Verio a Colorado based ISP internet service provider is herein referred to as Verio. 9 Part 1: Technology Issues of web hosting One of the major forces that drove the rapid adoption of the Internet beyond academia and research labs was the invention of the Web browser along with the development of the Hypertext Transfer Protocol (HTTP).