Server Support

Server Support is offered at three service Levels.

Our basic package provides a backbone service which our clients can supplement on an individual server basis. Clients are free to choose the required service level on a per-server basis and even revue and change service levels with a month's notice. All of our clients benefit from service level revue's where we can work together to give the most suitable support on a per server basis.

Our support levels are based on contracts and SLA's which are written specifically to provide problem resolution by fixing the root cause not by one-off patches. Payment per incident is avoided wherever possible while still allowing incident based services where it provides the client with greater flexibility‡.

Our philosophy is quite simple, we increase our profit margin by a process of identifying and fixing your recurring problems thus making our support more efficient, not by charging you repeatedly to fix the same problem. The result, from our experience is that we benefit mutually from solving your problems holistically not by providing one-off patches and fixes.

All of our support is vendor neutral. We do not support nor insist on a single OS nor hardware platform. We support all Server versions of Windows and Linux additionally supporting IIS or apache etc..

Basic Service:

Basic Support is the ideal level for keeping your servers up to date and running whilst you manage the services.

The base package for Server Support is that we keep the server platform running to a pre-agreed level.

UK based Helpdesk: Our helpdesk is the keystone to our support services. We operate a web based ticket system which allows your problems to be monitored by our clients and ourselves and passed to our experts in particular fields as required. The ticket system and its underlying database provides the basis of our reporting and identification of recurring problems which can then be addressed via their root cause and provides our basis for our regular service revues.

Our help desk operates 24x7 however our basic plan operates 09:00 – 17:30* (weekdays except bank holidays). Out-of-hours response however is still possible via our Premium Level service or a per-incident call-out, even for our basic level. It's all about providing flexibility to our clients.

Secure Server Support: In order to support our clients efficiently and effectively all supported servers must allow our team to log-in remotely.

All server's at all levels benefit from OS patch updates and antivirus as standard and will be integrated into our asset management and monitoring.

Advanced Service:

Advanced Service is the ideal level for servers where you need standard services supported.

Our advanced support adds vendor management, identity management alarms and alerts and backup monitoring/management of your existing backup solution. Within our advanced service we will manage your user identities through AD, LDAP or Novell Identity Management.

Vendor Management allows us to extend this support into specialist server applications and make sure all parts of your infrastructure are all working in sync. and we will automatically escalate application problems to the correct vendor.

Advanced support means keeping these specialist applications running (not configuring which is part of the premium level service).

Defining your standard services and specialist applications is undertaken on a client by client basis. We do this to prevent being restrictive and because practical experience has shown that this is better defined as a part of the SLA than within the standard package.

Premium Service:

Premium Support is the ideal level for business critical servers and those running services which need our active support.

Premium Support adds on-site support‡ and out-of-hours support as standard for servers which must be available for business critical functions 24x7. As with advanced level we work with your vendors on specialist software but with our premium service we will undertake (with the support of your vendor) to provide a first line configuration or user support. Again this is a service which we prefer to define in an SLA on a per-client basis.

We also offer our Advanced Online Backup service free up to 20GB/month/server. Additional space can be purchased by agreement at £2.39/GB (Normal rate £2.99/GB). This excludes ADSL line rental which can be provided by the client or provided seperately (£50/mon for business class low contention ratio)