Linux servers support plans

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All Linux Support Features

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1

Service Level
Minimal Support

2

Service Level
Business Optional

3

Service Level
Not Critical Production

4

Service Level
Production Necessary
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 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
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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.