Managed Application
Outsourcing
Maintenance by experts to free you from problems
related to hosting
Entrust the Managed Application Outsourcing of your infrastructures to Ikoula, a professional in the sector that understands the complexity of infrastructure management and issues such as: security rules, data volume, environmental requirements and budget optimisation. By allowing you to better control your costs and refocus on your core business, Managed Application Outsourcing and Hosting helps you improve the performance of your business and therefore your employees, your suppliers and your clients.Discover our Ikoula, Managed Application Outsourcing, levels of service,Several levels of supervision for your infrastructures
Liberty level
OFFERED- Dedicated and secure client interfaces
- Proactive intervention
- Hardware and components tested and certified by Ikoula
- Hardware warranty for the duration of the service
24/7 technical support in France- Guaranteed Intervention Time (GIT): 1h by phone/ 24h by e-mail
- Availability rate 99.90%
PRIME level
79€
/month- LIBERTY level
+ Supervision et monitoring - 24/7 System Supervision
- Component and service monitoring
- Monthly full security audit
Intervention window 24/7- Guaranteed Intervention Time (GIT) twice as fast
- Guaranteed hardware replacement within 4 hours
- Fault management / hardware alert supervision
- Availability rate 99.95%
- Discount if availability rate not respected
- LIBERTY level
BUSINESS level
249€
/month- PRIME level
+ Customisation of procedures - Custom intervention procedures defined by the client
- Custom monitoring procedures defined by the client
- Provision of operational and incident reports
Dedicated sales engineer- Guaranteed Intervention Time (GIT) four times as fast
- Fault management / hardware alert supervision
- 40 Gb backup offered per server
- PRIME level
FIRST level
499€
/month- BUSINESS level
+ Full support - Full administration support (web and database)
- Support for scalability management
- Optimisation of server security after security audit
- Installation of client-validated security updates and firewall security policies
- Monthly time allocated to client requests excluding services already included
Dedicated technical expert- Technical support by phone 24/7
- Guaranteed Intervention Time (GIT) eight times as fast
- Support for hardware alert/ fault management, supervision and service
- Discount if intervention time (ITG) not respected
- Discount if replacement time (RTG) not respected
- Discount if dates of availability of reports not respected
- BUSINESS level
Need Managed Application Outsourcing for your servers? Ask a specialist which plan suits you best. Contact our sales division
What does the Ikoula Managed Application Outsourcing hosting service include? To be found in our levels of service
Maintenance and monitoring
From your server platforms 24/7.
Support
We do more than provide you with infrastructure, we safeguard it.
Documentation of your infrastructure
With reversibility clauses and load increase test.
A team in France
On hand within our infrastructure for quick interventions.
Personalised offers
We adapt to the constraints of your business.
Reporting tools
Dashboards, graphs and statistics, monitoring, interventions and advice.
Why Managed Application Outsourcing for my infrastructure?
Be informed
- On the state of your infrastructures in real time via our secure Extranet
Be reassured
- If necessary, ikoula teams intervene automatically.
Measure
- The performance of your platform according to your KPIs
Evolve
- Our team supports you as your needs evolve
Need something else? Discover our Managed Application Outsourcing solutions
Our levels of service
LIBERTY![]() | PRIME![]() | BUSINESS![]() | FIRST![]() |
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Services
Personalised support according to your needs | ||||
---|---|---|---|---|
Dedicated commercial engineer | ||||
Dedicated technical expert | option | |||
Dedicated project manager for consulting, monitoring and construction of platforms | option | option |
Assistance
Dedicated and secure client interfaces (invoicing, statistics, reports ...) | ||||
---|---|---|---|---|
Provision of operational and incident reports | ||||
Technical support by e-mail | 24/7 | 24/7 | 24/7 | 24/7 |
Technical support by telephone | 9am-7pm | 9am-7pm | 9am-7pm | 24/7 |
On-site presence | 24/7 | 24/7 | 24/7 | 24/7 |
Intervention window | 9am-7pm | 24/7 | 24/7 | 24/7 |
Custom intervention procedures by the client | ||||
Monthly time allocated to client requests excluding services already included (current operations and incident management) | 3 hours per server | |||
Technical intervention time guarantee (ITG) by e-mail | 24 hours | 12 hours | 4 hours | 2 hours |
Technical intervention time guarantee (ITG) by phone | 1 hour | 30min | 15min | 15min |
Proactive response time guarantee after finding the problem | under 2 hours | under 1 hour | under 30min | |
Direct contact with a qualified contact without going through a hotline | ||||
Ticket resolution by qualified personnel (Support Technician, Support Engineer, R&D) |
Materiel
Definition of the design most adapted to your needs, and infrastructure evolution | ||||
---|---|---|---|---|
Materials and components tested and certified by Ikoula | ||||
Material warranty for the duration of the service | ||||
Guaranteed replacement time (RTO Hardware) | under 4 hours | under 4 hours | under 4 hours |
System administration
Full system administration support (web and database, only the application is not administered) | ||||
---|---|---|---|---|
Access management support and assignment of restricted user rights to update server data | ||||
Provision of Root Access/ Administrator |
Supervision
System supervision (CPU, RAM, Hard disk...), monthly report by e-mail. | 24/7 | 24/7 | 24/7 | |
---|---|---|---|---|
Component and service monitoring by e-mail | ||||
Customising of the monitoring procedure (items, thresholds and alert levels, subject to validation) | ||||
Support alert/ fault management | Only hardware | Hardware + client defined supervision | Hardware + client defined supervision + system + service | |
Support for scalability management (finding and proposing an adequate solution) |
Backup
Definition of the backup policy | By the client Extra size option | By the client Extra size option | By the client 40 GB by server includes Extra size option | By the client 40 GB by server includes Extra size option |
---|---|---|---|---|
Completion of backups on removable media and archiving | Option | Option | Option | Option |
Restoring backups in case of crash (system or hardware) | By the client | By the client | By the client | By the client |
Security
Monthly full security audit - OpenVAS | By the client Extra size option | By the client Extra size option | By the client 40 GB by server includes Extra size option | By the client 40 GB by server includes Extra size option |
---|---|---|---|---|
Optimisation of server security after security audit | Option | |||
Application of client-validated security updates | Option | |||
Firewall security policy management support | Option |
Networks
Network supervision | 24/7 | 24/7 | 24/7 | 24/7 |
---|---|---|---|---|
Network Availability/ Connectivity Guarantee Rate | 99.90% | 99.95% | 99.95% | 99.95% |
Our commitments
Availability rate not respected* | 5 penalty points per finding | 5 penalty points per finding | 5 penalty points per finding | |
---|---|---|---|---|
ITG not respected* | 1 point for every 1/2 hour lateness | |||
RTO not respected* | 1 point for every 1/4 hour lateness | |||
Respect for dates of provision of operational and incident reports* | 1 point per non respected date |
*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.
Choosing the right level of service Frequently asked questions
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- What is the point of Managed Application Outsourcing?
- Managed Application Outsourcing allows you to entrust the maintenance of your machines to professionals in the sector who perfectly master the various issues related to web hosting.
- To choose Managed Application Outsourcing is to choose:
- Peace of mind: If necessary, our teams of experts on site intervene automatically. This allows you to keep your platform available and prevent downtime. You can refocus on your core business.
- Security: Our experts are familiar with the security issues that may affect our business and are best placed to provide you with maximum security.
- Information: You can follow the status of your infrastructure in real time thanks to our secure Extranet. You can also track the performance of your platform based on your KPIs.
- What does a Managed Application Outsourcing service include?
-
- Monitoring (Zabbix tool):
- Liberty level: Monitoring, know the physical or virtual server status (“up” or “down”) and check certain network ports.
- PRIME level: Standard monitoring, a Zabbix monitoring tool agent is installed on your server. Like a probe, it takes accurate readings, checks the status of system resources (RAM, CPU, disk, network, etc.) and services (https, web, search, bdd, etc.).
- Business and First level: Advanced monitoring, custom probes are installed on your platform, they check the availability but also the quality of your resources (Eg response time of a server). 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 may be provided for in a book of procedures.
- Backup/ restoring:
- Liberty and Prime level: Available as an option
- Business and First level: Included, a backup must be externalised (different from a Snapshot), it includes a copy of all the resources needed for restoring (system + databases).
- System Management: There are 2 levels of system management available at Ikoula.
- Section A: actions to maintain the availability of services according to a procedure book
- Section B: defines the human time necessary for the daily management of FP (security update, software)
- Are there different types of Managed Application Outsourcing?
- We offer 4 different levels of outsourcing:
- LIBERTY level: includes monitoring of your infrastructure
- PRIME level: in addition to the LIBERTY level, includes standard monitoring of your platforms
- BUSINESS Level: in addition to the PRIME level, includes advanced monitoring, backup/ restoring and Section A system management.
- FIRST level: in addition to the BUSINESS level, includes Section B system management “Shared Outsourcing” option: the client acts during the day, and Ikoula ensures the availability of the service during non-business hours
- Monitoring my platforms from the Extranet
- To support the Managed Application Outsourcing of your platforms, Ikoula provides various reporting and supervision tools available from a single and secure web interface. With the Extranet, you have all the information you need to manage your platforms:
- Monitoring
- Dashboard
- Follow-up of major indicators
- Reporting
- Advantages of the Ikoula Extranet:
- Secure web interface with monitoring dashboards.
- Intervention report, advice, and identification of needs.
- Annual satisfaction report and objectives guidance.
- Supervision of services and specific monitoring.