| Service |
Business Class (details) |
Enterprise Class (details) |
|
Hardware Management |
Fully
managed
Failed server or component replaced with 4 hours* |
Fully
managed
Failed server or component replaced with 2 hours* |
|
Network Availability |
99.99%
Business SLA |
100%
Enterprise SLA |
| Email
Support |
Included
- Working hours |
Included
- Working hours |
|
Telephone Support |
Included
General issues: Working hours
Emergencies: 24/7/365 |
Included
General issues: 24/7/365
Emergencies: 24/7/365 |
|
Managed Back-up |
Optional
Extra (details)
7 days on-site retention
Daily incremental |
Optional
Extra (details)
30 days on-site retention
Daily incremental
3 months off-site retention (archived monthly) |
|
Managed Firewall |
Optional
Extra (details)
Fully managed SonicWall TZ150 |
Optional
Extra (details)
Choice of:
Fully managed Cisco PIX 501;
Fully managed Cisco PIX 515;
Fully managed Cisco PIX 515 with Failover unit. |
|
Managed Operating System Patching |
Automatic
patching only
|
Fully
Managed (Windows or Enterprise Edition Linux only) |
|
Anti-virus |
Included (Windows Only)
Corporate Edition |
Included (Windows Only)
Corporate Edition |
|
Operating System Management |
Not
Included |
Included (details) |
|
Monitoring Services |
Ping
monitoring only
Pro-active telephone response when server detected down |
Monitor up to 5 services
Pro-active telephone response and pre-defined action when server or
services detected down |
* Hardware replacement guarantee does not include the time to recover data from a back-up or to rebuild a RAID array. We may replace the server with a server of a slighty different specification if the required hardware is unavailable.
