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Outsourcing LIBERTY LEVEL Customer Support and Hardware Guarantee OFFERContact us | Outsourcing PRIME LEVEL Liberty Level + Supervision and AuditContact us | Outsourcing BUSINESS LEVEL Prime Level + Personalisation of Procedures and Supervision + BackupContact us | Outsourcing FIRST LEVEL Business Level + Complete Managed Services consulting, development, rechnical management, etc.)Contact us |
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Personalised support and advice | Team of commercial engineers | Dedicated commercial engineer | Dedicated commercial engineer. Dedicated technical expert optional | Dedicated commercial engineer and technical expert |
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Dedicated project manager for consulting, monitoring and construction of platforms | Option | Option |
Dedicated and secure customer interfaces (invoicing, statistics, reports, etc.) | ||||
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Provision of operational and incident reports | ||||
Technical support via email | 24/7 | 24/7 | 24/7 | 24/7 |
Technical support via telephone | 9 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 presence | 24/7 | 24/7 | 24/7 | 24/7 |
Technical response time guarantee window | 9 a.m. - 7 p.m. | 24/7 | 24/7 | 24/7 |
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 email | 24 hours | 12 hours | 4 hours | 2 hours |
Technical response time guarantee (RTG) by phone | 1 hour | 30 min | 15 min | 15 min |
Proactive response time guarantee after finding the problem | under 4 hours | under 2 hours | under 1 hour | under 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) |
Definition of the architecture most adapted to your needs | ||||
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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 hours | under 4 hours | under 4 hours | under 4 hours |
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 | |
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Access management support and assignment of restricted user rights to update server data |
System supervision (CPU, RAM, hard disk, etc.), monthly report via email. | ||||
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Component and service monitoring via email | ||||
Customising of the monitoring procedure (items, thresholds and alert levels, subject to validation) | ||||
Alert management support | Procedure booklet written by the customer and set up by IKOULA | Procedure booklet written with the customer and set up by IKOULA | ||
Scalability management (finding and proposing an adequate solution) |
Backup | Option | Option | ||
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Backup space | Option | Option | 100 Gb included Extra size option | 100 Gb included Extra size option |
Definition of the backup policy | By the customer | By the customer | By the customer | By the customer |
Performing backups on removable media and archiving | Option | Option | Option | Option |
Restoring backups in case of crash (system or hardware) | By the customer via the web interface | By the customer via the web interface | By the customer via the web interface | By IKOULA in cooperation with the customer |
Online database backup | MySQL and SQLServer Option | MySQL and SQLServer Option | MySQL and SQLServer Option | MySQL and SQLServer Option |
Monthly full security audit - OpenVAS | ||||
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Optimisation of server security after security audit | Option | |||
Application of customer-validated security updates | Option | |||
Firewall security policy management support | Option | Option | Option |
Network supervision | 24/7 | 24/7 | 24/7 | 24/7 |
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Network Availability / Connectivity Guarantee Rate | 99.90% | 99.95% | 99.95% | 99.95% |
Availability rate not met* | 5 penalty points per finding | 5 penalty points per finding | 5 penalty points per finding | |
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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 |