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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
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
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.