Business SLA

• 100% network and data centre uptime guarantee
• 60 minute component or server replacement guarantee
• Up to 100% of your monthly solution cost credited if we fail to meet our SLA

Industry Leading Enterprise SLA

• 100% network and data centre uptime guarantee
• 60 minute component or server replacement guarantee
• Up to 300% of your monthly solution cost credited if we fail to meet our SLA
• Stricter timescales and more generous compensation than all our major competitors

Support with Passion

• Unlimited 24/7 telephone support for critical issues
• 30 minute critical response time
• Unlimited support tickets can be raised each month
• Dedicated customer service team, including sales, solution architect and tierless technical support / system administrators

Pro-active Support with Passion

• Unlimited 24/7 telephone support for critical and impacting issues
• 10 minute critical response time
• Unlimited support tickets can be raised each month
• Face to face meetings arranged where reasonable to discuss major implementation roll-outs or service issues
• Dedicated customer service team, including sales, solution architect and tierless technical support / system administrators
• Project management, migration management and one-to-one solution design consultancy with dedicated solution architects
• Pro-active monitoring and capacity checking of your solution platform
• Rapid escalation to senior management team in the event of critical service incidents

Security

• Automatic security patches available on both Windows and Redhat Linux operating systems
• Managed Cisco firewall/VPN appliances (optional)
• Enterprise Anti-virus software included on Windows platforms
• On demand security auditing (charges may apply)

Security

• Manually supervised security patching completed on both Windows and Redhat Linux operating systems and supported applications (e.g. SQL Service and Exchange), to a customised schedule if required
• Managed Cisco firewall/VPN appliances (optional)
• Enterprise Anti-virus software included on Windows platforms
• Monthly security auditing and investigation of any detected vulnerabilities
• Intrusion detection (optional)

Server Management

• Operating system installation and basic configuration changes
• Installation of application software purchased as part of your solution

Pro-active Server Management

• Operating system installation, advanced configuration changes and management
• Installation and basic management of application software purchased as part of your solution
• Full pro-active server management
• Managed capacity planning and load testing on your platform
• Regular reviews of the general performance and reliability of your solution
• SQL database set-up, architecture design and performance optimisation

Additional Managed Services

• Cisco firewalls
• Load balancing
• SSL acceleration
• Direct attached storage

Additional Managed Services

• Cisco firewalls
• Load balancing
• SSL acceleration
• Content Delivery Network service and management
• Enterprise shared or dedicated SAN infrastructure
• Virtualisation (VMWare, Citrix XEN or Hyper-V) design and management
• Managed network connectivity services (such as point to point fibre links to your internal infrastructure)

Back-ups

• Daily back-ups (optional)
• Unmetered data backed up (fixed price)
• 7 days standard retention
• Advanced full system snap shot technology
• Allows bare-metal server restores

Back-ups and Business Continuity

• Daily back-ups (optional)
• Unmetered data backed up (fixed price)
• 30 days standard on-site retention
• 90 days weekly snapshot off-site retention
• Advanced full system snap shot technology
• Allows bare-metal server restores
• Multi-data centre automatic fail-over solutions (optional)

Monitoring and Reporting

• Ping monitoring every 5 minutes, pro-active investigation of down alerts
• Up to 3 standard services monitored (e.g. http, mail, etc) and alerts by SMS and email

Monitoring and Reporting

• Ping monitoring every 5 minutes, pro-active investigation of down alerts
• Unlimited standard services monitored (e.g. http, mail, etc) and alerts by SMS and email, with pro-active investigation on any down alerts
• Advanced Application monitoring with in depth reporting
• Hardware performance monitoring and reporting with pro-active investigation of any issues