Whats included
Listed below are the components that make up the managed service.
fully virtualised linux or windows environments
Xen is used to provide a fully virtualised environment spread over a very large data farm across 2 continents. This allows for rapid build and deploy against standard templates. We are also able to build a custom install as a cost option.
uptime
Our server suppliers publish a 99.5% uptime guarantee. Also given the distributed nature of our solution unexpected server failures are rare. We would normally have some warning and be able to move any affected servers to a new hardware platform in a controlled manner.
monitoring
Servers are monitored both locally performing internal integrity checks but also remotely to ensure they are always available. Server are monitored 24x7x52 and a solution to most faults is provided within 4 hours.
maintenance
Patching the operating system and core software to keep abreast of security threats as required is supplied in the maintenance package.
adequate transfer limits
Very reasonable transfer and storage limits are included in the service bundle. For the most part these are not enforced however they are monitored.
initial group and user account maintenance
Accounts for users are supplied as the box is provisioned. these users can be assigned into various groups for software management and custom configurations are easily accommodated.
software installation
While the servers are managed, you are able to perform an install of almost any software you are legally entitled to operate commercially. Access for upgrades and maintenance can be arranged with us.
secure firewall
By default all ports on the server are locked down to the internet with the exception of SSH and RDP, and the web ports on web layer servers. this can be customised to suite a clients needs and ports can be opened globally, or opened and locked to a destination IP address.
DNS name and dynamic DNS updates
Servers are allocated an internal DNS name when they are created. An IP address does not change while a server is running, however should a server be moved for whatever reason the IP address management and DNS update is done automatically. You can also opt for a static IP address as well if you want to use an external name server.
SSL certificate management
Apache/IIS can be configured to serve secure pages and we can handle the generation of a Certificate Signing Request (CSR) for that server if you need one.
Whats not included
Below is a short list of the kinds of things that are not supported as part of the core package. Protection can be purchased as a separate option.
unlimited support
While accidents do happen they shouldn't happen that often. If servers are constantly failing a charge may be incurred to diagnose and fix the issue. A good example of this is server reboots. Since this is a virtual operating environment there are different procedures in place for performing this action.
application support
The core operating system is supported and maintained by us. a simple LAMP stack can be instaled for you on linux servers at no cost however you will be responsible for it once installed as well as any other software installed by you.
act of god insurance
In the event of a catastrophic server failure it will be the responsibility of your backup solution to provide an adequate disaster recovery and business continuity process. All of this can be discussed up front.
