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Basics
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- No-charge live engineer support for software, application, database and more
- No-charge unlimited business hours phone access to degree-qualified, Microsoft certified support personnel
- No-charge unlimited business hours phone access to Red Hat Certified Engineers and Red Hat Certified Technicians
- No-charge live emergency hardware and software support 24/7/365 from ICO engineers
- Managed Dual Tier 1 redundant network (99.999% Proven Uptime SLA).
- World-class AS/NZS 7799 certified data centre with N+1 redundant power and HVAC systems
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SLA
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- 99.999% proven uptime network guarantee
- 4 hour hardware replacement 24x7
- Guaranteed rebuild support if required
- No-charge unlimited engineer-supported hard reboots
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Customer Care Services
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- Dedicated Account Manager
- Business development advice
- Scalability planning
- Degree-qualified, Microsoft-Certified support team focused on Windows applications
- Linux: Red Hat Certified Engineers and Red Hat Certified Technicians support team, focused on Red Hat Linux
- Unique custom software and hardware installations
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Managed Services
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- Managed DNS for 3 domains
- 20 email accounts for one Domain
- Webmail
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Monitoring & Issue Response
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- Standard Monitoring (ports and services)
- 24x7 Email and SMS Alerts (up to three phone numbers)
- Immediate Engineer response to Monitoring Down Events (business hours)
- No-charge 24x7 live emergency support (Hardware and Software)
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Reporting
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- Web Access to Switch for real time bandwidth utilisation
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Server & Device Administration
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- Customised Specifications (No pre-packaged hardware or software)
- SPLA monthly Microsoft software licensing
- Monthly Red Hat Linux software licensing
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Managed Security
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- Managed Network-based Intrusion Detection
- Basic management of a single Firewall Device
- Fully Managed VPN access
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Proactive Server Monitoring
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This includes CPU, hard drive, memory, HTTP and FTP availability, Ping, TCP, DNS and more. Our Network Operations Centre is manned 24x7. Its job is to proactively monitor the network, but it is also a second line of defence for your server.
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SMS Alerts
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We will alert you of any problem (not just HTTP or ping failures) by email and by SMS. You may have up to ten mobile phone numbers and email addresses attached to your alert profile.
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DNS Management
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We ensure that your vital DNS and MX records are maintained by our experts. We change these records accurately for you to avoid the problems that errors can cause. We provide DNS and backup DNS services for 30 domains.
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Backup Mail Server
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If you are running your own mail server, we provide a backup server. If your main mail software should fail, mail will go to the secondary server and not be bounced or lost.
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Patch Management
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Patches are applied to the operating system, IIS and MS SQL as and when they become available. We apply patches on a regular schedule (the time can be chosen by you) and monitor the system to ensure that patches are applied successfully.
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Onsite & Offsite Backup
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We provide 10GB of space on the NAS for your backups. The NAS is backed up weekly to Tape, which is sent offsite to secure storage facilities on the other side of Sydney. Additional backup space is automatically supplied and charged if required to complete a backup. Optionally, ICO offers a Guaranteed Backup Service at a small additional charge.
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Backup Routines for Application & Database
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ICO will advise on backup routines for application and database. The responsibility for ongoing checks of these backups and their restorability is the client’s. ICO takes on this responsibility with our optional Guaranteed Backup Service.
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Anti-Virus
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We recommend Anti-Virus protection and unless you ask us not to do so, we install, manage and update on-server anti-virus software.
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24x7 Priority Support
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During working hours, we take your phone call immediately or call you right back, wherever you are in the world. Our support engineers are on call for emergencies at all times. There is a round-the-clock live operator on duty.
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Optional Management Additions
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These are some typical options that can be added to any management package. Because everything is completely customisable, there are no fixed prices, but typically, might include:
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Security
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By constantly monitoring logs on servers and other devices, we provide detailed reporting on all security incidents, threats, patches and vulnerabilities.
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Intrusion Detection
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We upgrade firewalls to provide an expanded set of security signatures and behaviours.
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Log analysis
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We can provide analysis of server and firewall logs for security incidents and vulnerabilities.
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Monitoring
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We can provide real-time monitoring of firewall and server activity that alerts ICO personnel if potential security breaches are discovered.
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Host Based Intrusion Detection
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We provide a range of services to detect and deal with security breaches and intrusions.
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Vulnerability Scanning
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We provide a range of services to examine vulnerabilities in applications and complete systems.
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