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Our
support staff is dedicated to customers' 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 it is 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: Fully Managed support 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 malfunctioning hardware server components. You
are not alone when you run into problems; we will work with
you to help resolve issues.
SupportCentric™-Custom:
Custom support 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 stand-bys, hot stand-bys, server clusters,
software applications, custom applications, and databases.
Our staff came from high-cost providers such as Digex, Verio,
Level 3, Rackspace, and Interland, but we know how to provide
great service 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
Hours |
24
Hour (1 hour optional) |
| Hardware uptime |
99% |
100%
optional |
| Month-to-Month
Contracts |
optional
(3 min.) |
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 |
| Backup Data Administration |
n/a |
with
backup |
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