Outsourcing LIBERTY level

The level of service included with all IKOULA products

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 LIBERTY level is the 1st level of IKOULA outsourcing service, and is de facto included with all products. Faithful to the commitments of IKOULA, this level of service includes customer support, with a team of commercial engineers and a material warranty for the duration of the service. The state of the physical or virtual server (s) is monitored, and certain network ports are subject to a thorough verification.
On the assistance side, our teams can be reached 24/7, by email or by phone. Present within our datacenters, they are able to intervene and act on machines.

Discover LIBERTY level of IKOULA outsourcing

	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

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
Dedicated project manager for consulting, monitoring and construction of platforms			Option	Option

Assistance

Dedicated and secure customer interfaces (invoicing, statistics, reports, etc.)
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
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
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 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
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
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
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
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