Our levels of service

Liberty
  LIBERTY
Prime
  PRIME
PRICE excl. VAT /monthOFFERED+ €79
Choose your server

SUPPORT SERVICES

Personalized support depending on your needs-

ASSISTANCE

Customer portal (billing, statistics, reports)
Support accessBy e-mail: 24 / 7
By phone: 9 h - 19 h (except weekend)
By e-mail: 24 / 7
By phone: 9 h - 19 h (sauf week-end)
Window of intervention9 h - 19 h24 / 7
Single contact-
Agents on operating site24 / 724 / 7
Guaranteed intervention time (GTI)By e-mail: 24 h
By phone: 1 h
By e-mail: 12 h
By phone: 30 min
Proactive : within 2 h

HARDWARE

Hardware components tested and approved by ikoula
Guaranteed hardware during the whole subscription
Guaranteed replacement time (GTR Hardware)-within 4 h

SYSTEM

Root/administrator access

MONITORING

Sytem monitoring (CPU, RAM, Hard drive...)-24 / 7
Alert by e-mail
Monitoring of dedicated server components-

NETWORK

Monitoring network24 / 724 / 7
Network availability / connectivity availability99,90 %99,95 %

SECURITY

Complete monthly security audit - OpenVAS-

OUR COMMITMENTS

Availability rate not achieved*-5 penalty points per verified failure to achieve
*the availability rate is calculated on a monthly basis. 5 points penalty correspond to a rebate of 5% of the monthly bill of the concerned service.
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Data center

Fully reduntant latest-generation infrastructure
Experts on site
NETWORKS
MRTG statistics
Redundant multi-operators OSPF/BGP4 network
12 exit doors, end-to-end duplication
Redundant Gigabits European network
350 + peering agreements
Cisco partner
ENERGY
Double electric induction
Power and protection by inverters @ 1 + 1 over 2 electric circuits duplication with a bypass
Autonomy of the building on inverters20 min
Autonomy of the building on generators30 h
Generator replenishment contract guaranteed by SLA4 h
Intervention period contract on inverter guaranteed by SLA25 min
CONDITIONING
Close control air conditioning system evenly distributed under raised floors @ N + 1
Temperature22 °C +/- 4 °C
Humidity rate50 % +/- 15 %
FIRE & FLOOD SAFETY
System of fire detection by analysis of particles (VESDA)
Fire extinction system by gas fm200 & neutral gas
Sectorial water detection system
Ditch and system of pumps in the basement to avoid any risk of flooding
Building in a non-risk area
SECURITY
Internal and external video monitoring24 / 7
Video recording24 / 7
Presence on site24 / 7