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Service Level Guarantees & Contract Term Colocation
Dedicated Servers
Managed Dedicated Servers
Managed Hosting
Power uptime X% X% X% X%
Network uptime X% X% X% X%
1 hour hardware replacement
15 minute critical incident response time
Contract term options Annual Monthly/Annual Monthly/Annual Annual
Enterprise-Class Hardware Colocation Dedicated Servers Managed Dedicated Servers Managed Hosting
Secure direct physical access N/A N/A N/A
Secure locking cabinets and cage space N/A N/A N/A
Enterprise-class Dell PowerEdge servers Leasing optional
32-bit and 64-bit processors Leasing optional
Serial Attached SCSI (SAS) & SATA hard drives Leasing optional
Hardware RAID controllers Leasing optional Available Available
KVM over IP Leasing optional Available Available N/A
Cisco ASA hardware firewalls Leasing optional Available Available
Hardware load balancing with GSLB options Leasing optional Available Available Available
Server and database clustering Available Available Available Available
Private backend networking Available Available Available
Gigabit (1Gbps) frontend & backend networks Leasing optional Available Available Available
Custom-built IT environment Available Available
Fully redundant highly-available environments Available Available Available Available
Bandwidth allocation options Account Server/Account Server/Account Account
Storage & Backup Technologies Colocation Dedicated Servers Managed Dedicated Servers Managed Hosting
Direct Attached Storage (DAS) devices Leasing optional Available Available Available
Storage Area Network (SAN) devices Leasing optional Dedicated Dedicated Shared/Dedicated
Storage Cloud scalable usage-based disk space Available Available Available Available
Global Content Delivery Network (CDN) Available Available Available Available
Disk-to-disk based performance backup system Available Available
Unmetered backup traffic Available Available Available
Private dedicated backup network Available Available Available
Offsite backup storage Available Available Available Available
Application-specific backup agents Available Available Available
Fully managed backup and restore process Available Available
Software – Operating Systems & Applications Colocation Dedicated Servers Managed Dedicated Servers Managed Hosting
Microsoft Windows Server 2003 R2 Leasing optional
Microsoft Windows Server 2008 Leasing optional
Microsoft Windows Server 2008 w/Hyper-V Leasing optional
Red Hat Enterprise Server v4 & v5 Leasing optional
CentOS Server v4 & v5 Leasing optional
FreeBSD Leasing optional
Microsoft SQL Server 2005 Leasing optional
Microsoft SQL Server 2008 Leasing optional
MySQL Server v5 Leasing optional
cPanel Leasing optional
Plesk Leasing optional
Ensim Pro X Leasing optional
Anti-virus Leasing optional
R1Soft CDPServer Leasing optional
eVault Backup Leasing optional
Support Coverage Colocation Dedicated Servers Managed Dedicated Servers Managed Hosting
24x7x365 support
Support team is 1st line of defense for all alerts Available Available
Comprehensive customer portal Orbit Orbit Orbit Northstar
Customer portal API for custom development N/A
Knowledge base for customer self-service N/A
Automated operating system reload process Available
All support provided by certified engineers Available
Dedicated Technical Account Manager Available
Dedicated Senior Database Administrator Available
Dedicated Senior Systems Administrator Available
Dedicated Senior Network Security Engineer Available
Server Management Services Colocation Dedicated Servers Managed Dedicated Servers Managed Hosting
Remote server reboot Available
Remote console & terminal access Available
Root/Admin access to all servers
Server administration services Available Available Available
Monitoring Services Colocation Dedicated Servers Managed Dedicated Servers Managed Hosting
Uptime monitoring Available Available
Application & process monitoring Available
Port monitoring Available Available
Proactive hardware failure monitoring Available
Advanced CPU thread monitoring Available
Advanced memory utilization monitoring Available
Proactive storage capacity monitoring Available
Distributed Denial of Service (DDoS) monitoring
Bandwidth utilization monitoring
Custom escalation procedures for alerts Available Available
Security Services Colocation Dedicated Servers Managed Dedicated Servers Managed Hosting
Server patching Available Available Available
Server hardening using best-practice benchmarks Available Available Available
Server virus protection Available Available Available
Server vulnerability scanning reports Available Available Available
Managed hardware firewall configuration profiles Available Available Available
Managed site-to-site or client VPN access Available Available Available
Managed dedicated intrusion detection system Available Available
Managed dedicated log management system Available Available
Advanced Management Services Colocation Dedicated Servers Managed Dedicated Servers Managed Hosting
Managed customized environment deployment Available Available Available
Managed server clustering services Available
Managed database clustering services Available
Regular environment consultation with support team Available
Database platform management and optimization Available
Centralized & managed role-based access authentication Available
Personalized environment run book Available
Regular IT business planning Available
Proactive IT scalability planning Available
Root-cause incident management Available
Hardware and software vendor incident escalation Available