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Outsourcing FIRST level
Entrust the complete management of your machines to experts
To free itself from technical constraints and benefit from the support of experts, IKOULA offers companies a complete outsourcing offer, divided into 4 service levels according to the type of infrastructure and the needs encountered.The FIRST level is the 4th level of IKOULA outsourcing service and the most complete. Thanks to him, the company entrusts the management of its infrastructure in full, and can thus refocus on its core business, while controlling its costs. With this level of service, and via precise specifications, IKOULA offers companies, among other things, customer support at all times with the support of a dedicated sales engineer and technical expert, as well as full support for the system administration part, system, network and hardware supervision with reports, management of alerts and interventions, but also backups and restorations. The outsourcing teams also remain proactive and proactive in the development of infrastructure and equipment.
With the FIRST level, companies also benefit from the IKOULA advantages, namely multilingual teams, present within the datacenters, and available 24/7 by email or by phone for any questions.
Discover FIRST levels of IKOULA outsourcing
Outsourcing LIBERTY LEVEL![]() and Hardware Guarantee OFFERContact us | Outsourcing PRIME LEVEL![]() + Supervision and AuditContact us | Outsourcing BUSINESS LEVEL![]() + Personalisation of Procedures and Supervision + BackupContact us | Outsourcing FIRST LEVEL ![]() + Complete Managed Services consulting, development, rechnical management, etc.)Contact us |
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Support
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 |
Assistance
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) |
Hardware
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 |
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 | |
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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. | ||||
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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
Backup | Option | Option | ||
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Backup space | Option | Option | 40 Gb included Extra size option | 40 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 |
Security
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 |
Networks
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% |
Our commitments
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 |
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