|
Our
support staff is dedicated to your technical needs by providing
excellent customer service, 24 hours a day, 7 days a week.
There are three different
support offerings - Self-Managed, Fully Managed, and Custom
- to meet our customers' specific needs and budgets:
SupportCentric™-Self-Managed:
Provides 24x7 monitoring of your server to ensure itis up
at all times. We manage the data center, network, Internet
access, and all core infrastructure. Plus, we monitor your
servers and replace malfunctioning hardware components. We
provide operating system support and OS re-installations for
a separate fee.
SupportCentric™-Fully
Managed: Provides even quicker response times and
includes advanced technical support and troubleshooting in
addition to managing the data center, network, Internet access,
and all core infrastructure. Plus, we manage and monitor your
servers, provide operating system support, and replace any
malfunctioning hardware server components. You are not alone
when you run into problems; we will work with you to help
revolve issues.
SupportCentric™-Custom:
Gives you the ability to meet any requirement or SLA. We will
provide customized support to manage high-availability solutions,
custom configurations, special hardware or equipment, cold
and hot standbys, server clusters, software applications,
custom applications, and databases. Our staff comes from high-cost
providers such as Digex, Verio, Level 3, Rackspace, and Interland,
so we know how to provide great service…and we do it
at 25% to 67% less cost and we will guarantee it.
| MANAGED
SERVICE |
SupportCentric:
Self Managed |
SupportCentric:
Fully Managed |
| Customer Support Team
availability |
24
x 7 x 365 |
24
x 7 x 365 |
| Full Admin/Root level
access for customers |
24
x 7 |
24
x 7 |
| Severity Level 1 (Emergency):
Response Time |
<60
Minutes |
<30
Minutes |
| Severity Level 2 (Priority):
Response Time |
<8
Hours |
<4
Hours |
| Severity Level 3 (Non-Critical):
Response Time |
<48
Hours |
<12
Hours |
| System Monitoring |
1
Port every 5 Min. |
1
Port every 5 Min. |
| Reboots |
Unlimited |
Unlimited |
| OS installation |
yes |
yes |
| OS re-install (subject
to $100 re-install fee) |
yes |
yes |
| Unlimited Support Tickets |
yes |
yes |
| Updates of Support Status |
yes |
yes |
| Automatic Senior Management
Escalation |
yes |
yes |
| Network Uptime SLA |
99.9% |
99.99% |
| Hardware Replacement SLA |
48
Hour |
24
Hour (1 hour optional) |
| Hardware uptime |
99% |
100%
optional |
| Month-to-Month
Contracts |
optional |
n/a |
| Data Recovery Protection
with Backup Service |
yes |
yes |
| billing and reporting |
yes |
yes |
| Advanced
technical support |
$85/Half
Hour |
yes |
| trouble shooting |
$85/Half
Hour |
yes |
| On-call Support guru for
customer issues |
$85/Half
Hour |
yes |
| Database Troubleshooting |
$175/Half
Hour |
yes |
| Dedicated Customer Service
Manager |
n/a |
yes |
| Application
monitoring |
n/a |
yes |
| Database Administration |
n/a |
Optional |
| Exchange Administration |
n/a |
Optional |
| Back up data administration |
n/a |
with
backup |
|
