Linux servers support plans
Choose SLA Perfect For Your Needs !
All Linux Support FeaturesChoose Your SLA |
Minimal Support |
Business Optional |
Not Critical Production |
Production Necessary |
best value
Production Essential |
Mission Critical |
Mission Highly Critical |
Mission Impossible |
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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 | 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 | Server failure | Server failure | Server failure | Server failure | One data center disaster | Major global disaster |
Support access hours | 8x5 | 8x5 | 16x6 | 24x5 | 24x7 | 24x7x365 | 24x7x365 | 24x7x365 |
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 | 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 | 8 hours | 4 hours | 2 hours | 60 min | 30 min | 15 min | 10 min | 8 min |
High severity Priority 1 Mean Time to Repair | 48 hours | 24 hours | 12 hours | 4 hours | 2 hours | 1 hour | 45 min | 30 min |
Medium severity Priority 2 Mean Time to Repair | 8 days | 4 days | 2 days | 24 hours | 8 hours | 4 hours | 2 hours | 1 hour |
Low severity Priority 3 Mean Time to Repair | 8 weeks | 4 weeks | 2 weeks | 8 days | 4 days | 2 days | 1 day | 12 hours |
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 | 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.) | Very Basic | Basic | Basic | Advanced | Advanced | Most Advanced | Most Advanced | Most Advanced |
OS patches | Yearly | Yearly | Yearly | Twice a year | Twice a year | 4 times a year | 4 times a year | 4 times a year |
OS and Middleware Security patches | Yearly | Yearly | 48 hours after the decision | 24 hours after the decision | 6 hours after the decision | 3 hours after the decision | 1.5 hour after the decision | |
Middleware updates and third-party applications | Up to 1 time a year | Up to 1 time a year | Up to 2 times a year | 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 | 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 | 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 | 80% | 90% | 95.00% | 99.00% | 99.50% | 99.75% | 99.85% | 99.95% |
System error log monitoring | yes | yes | yes | yes | yes | yes | ||
Host hardening and Security administration | Minimal | Medium | Advanced | Advanced | Most Advanced | Most Advanced | Most Advanced | |
Malware Management | Free clamav | Free clamav | Free clamav | 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 | Once a year | Once a year | Twice a year | Twice a year | Four times a year | ||
Local network vulnerability scanning | Once a year | 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) | VM image export after major upgrade (not imported) | 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, no files backups | DB backups every day, files backups every day | DB backups every day, files backups every day | 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 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 | 24 hours | 12 hours | 12 hours | 15 min | |||
DR RTO | 48 hours | 24 hours | 12 hours | 12 hours | 15 min | |||
DR test | Once a year | 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.