Managed services is a business, managed services is our business

Managed services for your server

Entrust the management of your infrastructures to experts, and free yourself from technical problems

Because managing an infrastructure on a daily basis requires solid expertise and constant attention, choosing to outsource technical maintenance can be a winning choice for your company.
Monitoring, supervision, management, reporting, technical interventions, or daily support to create and model the infrastructure according to your needs and objectives, are all tasks that can be entrusted to a managed services provider, and thus allow you to better control your costs and refocus on your core business.


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Examples of infrastructuresmanaged by IKOULA Managed Services
Do you want to personalise your architecture? Do so with the advice and aid of the IKOULA teams. Contact our sales division












Discover the different levels of IKOULA Managed ServicesSeveral levels of service for your infrastructures

LIBERTY LEVEL
LIBERTY LevelCustomer Support
and Hardware Guarantee
OFFER
Contact us
PRIME LEVEL
PRIME LevelLiberty Level
+ Supervision and Audit
Contact us
BUSINESS LEVEL
BUSINESS LevelPrime Level
+ Personalisation of Procedures and Supervision + Backup
Contact us
FIRST LEVEL
FIRST LevelBusiness Level
+ Complete Managed Services consulting, development, rechnical management, etc.)
Contact us

Support

Personalised support and adviceTeam of commercial engineersDedicated commercial engineerDedicated commercial engineer. Dedicated technical expert optionalDedicated commercial engineer and technical expert
Dedicated project manager for consulting, monitoring and construction of platformsOptionOption

Assistance

Dedicated and secure customer interfaces (invoicing, statistics, reports, etc.)
Provision of operational and incident reports
Technical support via email24/724/724/724/7
Technical support via telephone9 a.m. - 7 p.m.
24/7 optional
9 a.m. - 7 p.m.
24/7 optional
9 a.m. - 7 p.m.
24/7 optional
24/7
On-site presence24/724/724/724/7
Technical response time guarantee window9 a.m. - 7 p.m.24/724/724/7
Response procedures customised by the customer
Monthly time allocated to customer requests excluding services already included (current operations and incident management)3 hours per server
Technical response time guarantee (RTG) by email24 hours12 hours4 hours2 hours
Technical response time guarantee (RTG) by phone1 hour30 min15 min15 min
Proactive response time guarantee after finding the problemunder 4 hoursunder 2 hoursunder 1 hourunder 30 min
Direct link with a qualified contact in the Data Center (no outsourced hotline!)
Ticket resolution via email by qualified personnel (Support Technician, Support Engineer, R&D)

Hardware

Definition of the architecture most adapted to your needs
Proactive proposal for the development of your infrastructures
Hardware and components tested and certified by IKOULA
Hardware warranty for the duration of the service
Guaranteed replacement time (Hardware GRT)under 24 hoursunder 4 hoursunder 4 hoursunder 4 hours

System administration

Full system administration support (web and database, only the application is not administered)
Root / Administrator access given to the customer

Root / Administrator access given to the customer

Root / Administrator access given to the customer
Access management support and assignment of restricted user rights to update server data

Supervision

System supervision (CPU, RAM, hard disk, etc.), monthly report via email.
Component and service monitoring via email
Customising of the monitoring procedure (items, thresholds and alert levels, subject to validation)
Alert management supportProcedure booklet written by the customer and set up by IKOULAProcedure booklet written with the customer and set up by IKOULA
Scalability management (finding and proposing an adequate solution)

Backup

BackupOptionOption
Backup spaceOptionOption40 Gb included
Extra size option
40 Gb included
Extra size option
Definition of the backup policyBy the customerBy the customerBy the customerBy the customer
Performing backups on removable media and archivingOptionOptionOptionOption
Restoring backups in case of crash (system or hardware)By the customer via the web interfaceBy the customer via the web interfaceBy the customer via the web interfaceBy IKOULA in cooperation with the customer
Online database backupMySQL and SQLServer
Option
MySQL and SQLServer
Option
MySQL and SQLServer
Option
MySQL and SQLServer
Option

Security

Monthly full security audit - OpenVAS
Optimisation of server security after security auditOption
Application of customer-validated security updatesOption
Firewall security policy management supportOptionOptionOption

Networks

Network supervision24/724/724/724/7
Network Availability / Connectivity Guarantee Rate99.90%99.95%99.95%99.95%

Our commitments

Availability rate not met*5 penalty points per finding5 penalty points per finding5 penalty points per finding
RTG not met*1 point for every 1/2 hour of overrun
GTR not met*1 point for every 1/4 hour of overrun
Compliance with the dates on which the operating reports are made available*1 point per date not met
*Availability rate calculated on a monthly basis. 5 penalty points correspond to a discount of 5% on the monthly invoice of the service concerned, capped at 20% of the monthly invoice of the service concerned.



Interested in managed services? Take stock of your needs with our experts and find the level of service that suits you. CONTACT OUR SALES DIVISION
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Choosing the right level of service Frequently asked questions

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Why should I use managed services for my infrastructures?
Opting for managed services allows you to entrust the maintenance of your machines to professionals, who have a perfect command of the various issues in the sector.
    Choosing managed services means choosing:
  • Peace of mind: opting for outsourcing allows you to be informed in real time of the status of your infrastructures via our secure Extranet. If necessary, our teams of experts - based within our data centres - can respond automatically. So no need for you to worry! You can refocus on your core business!
  • Security: because the security of IT systems is our priority, our teams follow a very strict daily monitoring protocol, which allows them to identify potential vulnerabilities and correct them as quickly as possible. The following is included in this protocol:
    • Thorough monitoring, with verification of recognised sources (operating system sites, such as Debian or Centos, but also ssites such as ANSSI, Zataz or NVD)
    • An update of internal information databases, listing application information (names and versions concerned) but also customer documentation, with explanations of weaknesses found and corrective measures taken (available via each customer's Extranet.)
    • Direct communication with customers according to the criticality of the identified vulnerabilities, to plan the operations to be carried out
  • Control: from IKOULA's secure Extranet, you can monitor the performance of your platform according to your KPIs. Our teams will also support you to adjust and adapt your infrastructures in line with the development of your company, while controlling your costs.
What do managed services at IKOULA entail in practice?
Because each company has its own infrastructure and different needs, IKOULA offers 4 distinct levels of managed services: LIBERTY, PRIME, BUSINESS & FIRST. Each service level follows 3 main axes: monitoring, backup/restoration and system management.
  1. Monitoring (Zabbix tool):
    • LIBERTY Level: Monitoring of the physical or virtual server status (“up” or “down”) and check certain network ports.
    • PRIME Level Monitoring standard via Zabbix. This tool takes accurate readings, and checks the status of system resources (RAM, CPU, disk, network, etc.) and services (https, web, search, bdd, etc.).
    • BUSINESS and FIRST level: Advanced monitoring with customised probes, to check both the availability and the consumption of resources. For example, on a web platform we check the response time of a home page. These measures are recorded and compared to identify service impairments. Beyond a certain threshold alerts are sent, and human intervention is necessary. These interventions can be planned in advance in a procedure booklet.
  2. Backup / restoring:
    • LIBERTY and PRIME Level: Available as an option
    • BUSINESS Level: the customer retains full power over backup and restores. IKOULA remains available if necessary to advise the customer on the tools to be implemented.
    • FIRST Level: IKOULA teams manage backup and restore on behalf of the customer according to established criteria. The customer cannot modify or restore an item without first going through the managed service. The presence of a firewall is also mandatory.
  3. The management system:
    • LIBERTY Level: includes monitoring of your infrastructure and certain network ports
    • PRIME Level: in addition to the LIBERTY level, includes the monitoring system of your platforms (CPU, RAM, hard disk, etc.)
    • BUSINESS Level: in addition to the PRIME Level, includes advanced and personalised monitoring, backup/restoration and actions to maintain the availability of services, according to a procedure manual defined by the customer in advance
    • FIRST Level: in addition to the BUSINESS Level, this defines the human time required to manage the platform on a daily basis (security update, software)
How can your platforms be supervised remotely?
To support the managed services running your platforms, IKOULA provides you with various reporting and supervision tools, accessible from a single, secure web interface, called the Extranet.
With the Extranet, you have all the information you need to manage your platforms:
  • Supervision of systems and services
  • Monitoring dashboards
  • Follow-up of major indicators
  • Response reports
  • Annual review, identification of potential new needs, definition of major orientations
Are all applications supported by managed services teams?
As experts, IKOULA's teams master many applications, including the following (non-exhaustive list)
  • Linux:
    • Web services (Apache, Nginx, lighttpd, NodeJS, Haproxy, Varnish, Tomcat, PHP - FPM & module , Plesk, etc.)
    • Databases (MySQL - alone or replication, MariaDB - alone or replication, Postgres - alone or replication, MongoDB - alone or replication, SQlite, etc.)
    • Applications (Docker, Supervisor, Bascule, CoroSync, etc.)
  • Windows:
    • Web services (IIS, Apache, Nginx, PHP - FPM & module, Plesk, etc.)
    • Databases (Microsoft SQL Server - alone or replication, MySQL - alone or replication, MariaDB - alone or replication, Postgres - alone or replication, etc.)
Why choose IKOULA ?
Choosing IKOULA for managed services brings certain advantages:
  • Supervision is fully customisable:
    • “made in IKOULA” templates can be applied, with the modification of the thresholds
    • web scenarios can be created and monitored, based on the return code, the search for text in the page and the response time
    • specific elements of supervision can be created, in collaboration with IKOULA teams
    • intervention procedures in the event of alerts can also be put in place
  • Backups are the subject of particular attention:
    • they can be customised (schedule, periodicity and backup method used: file copy, dump, etc.)
    • they are by default located on a remote site, for example, if your infrastructure is located in our IKDC1 data centre, the backup will automatically be located on our 2nd IKDC2 data centre, and vice versa)
  • There are several PRA options, it is possible to fully replicate the main platform, or to have a lesser platform with degraded operation.
What concrete actions can be carried out by IKOULA's managed services teams?
It all depends on the level of service chosen and the company's objectives/needs. We can mention for example:
  • The creation of a VirtualHost (web configuration, database with its user, SFTP user, etc.).
  • Analysis and implementation of specific configurations according to the customer's needs (redirection, URL rewriting, caching, etc.)
  • Monitoring updates and security vulnerabilities of servers and applications, with analysis and proposal of solutions to the customer, then applying patches in agreement with the customer.
  • Monitoring of the platform, with advice on its evolution. A steering committee can even be set up, whether in conf-call or even on site.
  • Daily monitoring of platform backups, with automatic error correction (upgrades, etc.). The important thing is to ALWAYS have a functional backup!