CHOOSE SLA PERFECT FOR YOUR NEEDS !

All Linux Support Features

CHOOSE YOUR SLA

1

Service Level
Minimal
Support

2

Service Level
Business
Optional

3

Service Level
Not Critical Production

4

Service Level
Production Necessary

Short
Description

Basic monitoring, reboot, bring online, no DR, no backups

Staging development environments and other optional desirable functions

Medium importance environments with local backups and without Disaster Recovery

Production level with Disaster RPO=24h and RTO=48h

Risks

Server failure

Server failure

Server failure

Server failure

Support access hours

8×5

8×5

16×6

24×5

Issue reporting (issue tracking and resolution)

E-mail and online support ticket

E-mail and online support ticket

E-mail and online support ticket

E-mail, web support ticket, live chat and phone

Guaranteed acknowledgement response time

8 hours

4 hours

2 hours

60 min

High severity Mean Time to Repair Priority 1

48 hours

24 hours

12 hours

4 hours

Medium severity Mean Time to Repair Priority 2

8 days

4 days

2 days

24 hours

Low severity Mean Time to Repair Priority 3

8 weeks

4 weeks

2 weeks

8 days

Scheduled maintenance
window (PST)

Friday 5:30pm-9pm, Saturday 9am-9pm PST

Friday 5:30pm-9pm, Saturday 9am-9pm PST

Friday 5:30pm-9pm, Saturday 9am-9pm PST

Friday 5:30pm-9pm, Saturday 9am-9pm PST

OS Administration ((User Account Adm., Files Permission Adm.)

Very
Basic

Basic

Basic

Advance

OS patches

Yearly

Yearly

Yearly

Twice a year

OS and Middleware Security patches

Yearly

Yearly

48 hours after the decision

Middleware updates and third-party applications

Up to 1 time a year

Up to 1 time a year

Up to 2 time a year

Proactive
monitoring

Basic cpu, ram, disk space with e-mail alerts, software Inventory

All monitoring from lower SLA and plus: HTTP active check with e-mail alerts

All monitoring from lower SLA and plus: Service monitoring (JVM, SMTP, MySQL, etc.) with e-mail alerts

All monitoring from lower SLA and plus: Process monitoring with alerts to cell phones

Estimated uptime SLA according to the risks

80%

90%

95.00%

99.00%

System error log monitoring

yes

yes

Host hardening and Security administration

Minimal

Medium

Advanced

Malware Management

Free clamav

Free clamav

Free clamav

SSL/TLS (certificate installation, cipher and protocol maintenance)

Advanced host firewall: CSF

Malicious IP’s block lists management

Public vulnerability scanning

Once a year

Once a year

Local network vulnerability scanning

Once a year

Proactive security monitoring and response with Security Event and Information Management system

Local DR: Local vm standby copy

VM image export after major upgrade (not imported)

VM image export after major upgrade (not imported)

Local DR: Local NAS files and DB data backups

DB backups every day, no files backups

DB backups every day, files backups every day

DB backups every day, files backups every day

Remote DR: remote files and DB data backups

DB backups every day, files backups every day

DR RPO

24 hours

DR RTO

48 hours

DR test

Once a year

All Linux Support Features

CHOOSE YOUR SLA

best value

5

Service Level
Production Essential

6

Service Level
Mission
Critical

7

Service Level
Mission Highly Critical

8

Service Level
Mission
Impossible

Short
Description

Production level with Disaster RPO=24h and RTO=24h

Production level with Disaster RPO=12h and RTO=12h

Redundant hosts load-balancing in one data center

Load-balanced hosts in multiple data center

Risks

Server failure

Server failure

One data center disaster

Major global disaster

Support access hours

24×7

24x7x365

24x7x365

24x7x365

Issue reporting (issue tracking and resolution)

E-mail, web support ticket, live chat and phone

E-mail, web support ticket, live chat and phone

E-mail, web support ticket, live chat and phone

E-mail, web support ticket, live chat and phone

Guaranteed acknowledgement response time

30 min

15 min

10 min

8 min

High severity Mean Time to Repair Priority 1

2 hours

1 hours

45 min

30 min

Medium severity Mean Time to Repair Priority 2

8 hours

4 hours

2 hours

1 hours

Low severity Mean Time to Repair Priority 3

4 days

2 days

1 days

12 hours

Scheduled maintenance
window (PST)

Saturday 8am-5:30pm PST

Saturday 3:30pm-5:30pm PST

Saturday 9:30pm-11:30pm PST

Sunday 12:00am-2:00am PST

OS Administration ((User Account Adm., Files Permission Adm.)

Advanced

Most Advanced

Most Advanced

Most Advanced

OS patches

Twice a year

4 times a year

4 times a year

4 times a year

OS and Middleware Security patches

24 hours after the decision

6 hours after the decision

3 hours after the decision

1.5 hours after the decision

Middleware updates and third-party applications

Up to 2 times a year

Up to 4 times a year

Up to 4 times a year

Up to 4 times a year

Proactive
monitoring

All monitoring from lower SLA and plus: Log monitoring with alerts to cell phones

All monitoring from lower SLA and plus: Most advanced

All monitoring from lower SLA and plus: Most advanced

All monitoring from lower SLA and plus: Most advanced

Estimated uptime SLA according to the risks

99.50%

99.75%

99.85%

99.95%

System error log monitoring

yes

yes

yes

yes

Host hardening and Security administration

Advanced

Most Advanced

Most Advanced

Most Advanced

Malware Management

Paid antivirus

Paid antivirus

Paid antivirus

Paid antivirus

SSL/TLS (certificate installation, cipher and protocol maintenance)

Advanced host firewall: CSF

Malicious IP’s block lists management

Public vulnerability scanning

Once a year

Twice a year

Twice a year

Four times a year

Local network vulnerability scanning

Once a year

Twice a year

Twice a year

Four times a year

Proactive security monitoring and response with Security Event and Information Management system

Local DR: Local
vm standby
copy

VM image export after major upgrade (not imported)

Cold fail-over application server file sync every day and DB import for local DR

Hot copy of application and DB in one data center

Hot copy of application and DB in multiple data centers

Local DR: Local NAS
files and DB
data backups

DB backups every day, files backups every day

DB backups twice a day, files backups twice a day

DB real time replication and DB backups twice a day. Files replication every minute and backups twice a day

DB real time remote replication and DB backups twice a day. Files remote replication every minute and backups twice a day

Remote DR: remote
files and DB
data backups

DB backups every day, files backups every day

DB backups twice a day, files backups twice a day

DB backups twice a day, files backups twice a day

DB backups twice a day, files backups twice a day

DR RPO

24 hours

12 hours

12 hours

15 min

DR RTO

24 hours

12 hours

12 hours

15 min

DR test

Once a year

Twice a year

Twice a year

Twice a year

SEVERITY - PRIORITY LEVELS DESCRIPTION

High Severity – Priority 1 Level Description

Critical Failures: An error in, or failure of, infrastructure that:
a) materially impacts the operations of the Customer’s business
b) prevents necessary work from being done; or
c) disables major functions from being performed
ITsecura shall work on the problem continuously and implement a Solution within Mean Time to Repair of the Support Request. If ITsecura delivers a Solution by way of a workaround reasonably acceptable to the Customer, the Priority Level assessment shall reduce to a Medium Priority 2 or lower.

Medium Severity – Priority 2 Level Description

System Defect with Workaround:
a) a critical error in C2P for which a workaround exist; or
b) a non-critical error in C2P that affects the operations of the Customer’s business.

Low Severity – Priority 3 Level Description

Minor Error: An isolated or minor error that:
a) does not significantly effect Service functionality;
b) may disable only certain non-essential functions;
c) does not materially impacts the Customer’s business performance.