World Class Managed Security
Customers Hit by Ransomware
- 002020
- 002021
- 002022
Ultimate SLATM
|
NETWORK UPTIME |
100% |
|
POWER UPTIME |
100% |
|
SAN STORAGE UPTIME |
100% |
|
DIRECT ATTACHED STORAGE UPTIME |
99.9% |
|
BLOCK STORAGE UPTIME |
99.9% |
|
HELP DESK PHONE CALL RESPONSE All calls answered within seconds by a live technician – within No operators. No hold times. No automation. |
60 seconds |
|
FIRST RESPONSE TO SUPPORT TICKET |
1 hour |
|
DEDICATED SERVER DEPLOYMENT |
3 hours |
|
CLOUD SERVER DEPLOYMENT |
5 minutes |
| PRIORITY 1 CRITICAL System down or many of parties affected | 1. Open multiparty bridge communications to determine exact nature, impact and possible solutions to reported issue |
Immediate |
| 2. Escalate to senior staff within |
1 hour |
|
| 3. Make real time updates to Customer from senior staff until issue is resolved |
Continuous |
|
| PRIORITY 2 NON-CRITICAL Few people substantially affected or system not functionally impaired | Expect response within |
4 hours |
| PRIORITY 3 SCHEDULED REQUESTS As scheduled with Customer | For work orders based on schedules requested by Customer or recommended by us. Expect responses |
On Time |
|
PRIORITY 1 CRITICAL ISSUES Escalated when technician taking the call has not been trained to resolve the issue, within |
30minutes |
|
PRIORITY 2 NON-CRITICAL ISSUES Escalated within |
12hours |
|
PRIORITY 3 SCHEDULED MAINTENANCE As scheduled with Customer. Expect response |
On Time |
|
ESCALATION MATRIX Full matrix agreed on at signing of contract |
As Agreed |
|
BACKUP RECOVERY |
Commencement of onsite data restores, within |
30 minutes |
| Completion of direct attached data restore after commencement, depending on data size |
30 minutes |
|
| Completion of SAN based data restore after commencement |
30 minutes |
|
|
RECOVERY POINT OBJECTIVES |
Standard backups |
24 hours |
| Standard backup retention periods, as high as |
7 YEARS |
|
| SAN snapshots, as low as |
1 minute |
|
|
RECOVERY TIME OBJECTIVES |
High availability single site, depending on service, as low as |
5 seconds |
|
NOC MONITORING Proactive detection and resolution of issues, whether or not you call us about them |
24x7x365 |
|
PATCH MANAGEMENT Scheduled and requires no request from Customer |
Monthly |
|
PATCHES OF ZERO DAY VULNERABILITIES Made from time we detect them, within |
8 hours |
|
HARDWARE REPLACEMENT TIME Failed hardware replaced with spares stored in inventory as part of our service package. |
3 hours |
|
ULTIMATE SLA GUARANTEE™ You receive a credit of 10 FREE MINUTES for every MINUTE of system downtime on your end for which we are responsible. That’s a restitution of 1,000%. |
1,000% |
