Every company has different requirements and various abilities to meet those requirements with their internal staff or external suppliers. That’s why ICO offers servers with additional levels of Management.
Level I Management is included free with every ICO Dedicated or Virtual Dedicated Server.
Level II Management is detailed in the following paragraphs. Level II is characterised by higher levels of service and additional services and tools not included with Level I.
Both levels are on this page so that you can compare.
Level II Management Package (Windows)
Full Management for All Firewalls
You must have at least one dedicated firewall to take the Level II management package. In this package we will install and manage redundant-wired multiple or DMZ firewalls. We upgrade and maintain your firewalls, including VPN setup. We use only the award winning, government certified Juniper Networks range of high security dedicated hardware firewalls. http://www.juniper.net/products/integrated/ .
- Proactive Server Monitoring
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.
- Application Monitoring
ICO will monitor at application level, tracking various critical software and database functions and alerting you when they fail. Please ask our .NET development team for the code changes this requires.
- SMS Alerts
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.
- DNS Management
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.
- Backup Mail Server
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.
- Patch Management
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.
- Onsite and Offsite Backup
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.
- Backup Routines for Application and Database
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.
- Anti-Virus
We recommend Anti-Virus protection and unless you ask us not to do so, we install, manage and update on-server anti-virus software.
- Live Stats 8.0
We provide Live Stats 8.0 statistics for one domain, with web access and auto-reports.
- 24x7 Priority Support
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.
Price for Level II Management package above: $139 a month plus GST.
All setup fees for the dedicated server are waived.
The Level I management inclusions that follow come with all ICO servers at no extra charge.
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Level I Management Inclusions
Basics
- No-charge live engineer support for software, application, database and more.
For full details, see http://www.ico.com.au/Service/Real+Support/
- No-charge unlimited business hours phone access to degree-qualified, Microsoft certified support personnel (No annoying "trouble ticket systems")
- 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
SLA
- 99.999% proven uptime Network Guarantee
- 4 hour Hardware Replacement 24x7
- Guaranteed Rebuild Support if required
- No-charge unlimited engineer-supported hard reboots
Customer Care Services
- Dedicated Account Manager
- Business Development Advice
- Scalability Planning
- Degree-Qualified, Microsoft-Certified Support Team Focused on Windows Applications Only
- Unique Custom Software and Hardware Installations
Managed Services
- Managed DNS for 3 Domains
- 20 Email Accounts for one Domain
- Webmail
Monitoring & Issue Response
- 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)
Reporting
- Web Access to Switch for real time bandwidth utilisation
- Web Access to records and description of monitoring events
Server & Device Administration
- Customised Specifications (No pre-packaged hardware or software)
- SPLA monthly Microsoft software licensing
Managed Security
- Managed Network-based Intrusion Detection
- Basic management of a single Firewall Device
- Fully Managed VPN access
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Optional Management Add-Ons
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:
Security
By constantly monitoring logs on servers and other devices, we provide detailed reporting on all security incidents, threats, patches and vulnerabilities.
Intrusion Detection
We upgrade firewalls to provide an expanded set of security signatures and behaviours.
Log analysis
We can provide analysis of server and firewall logs for security incidents and vulnerabilities.
Monitoring
We can provide real-time monitoring of firewall and server activity that alerts ICO personnel if potential security breaches are discovered.
Host Based Intrusion Detection
We provide a range of services to detect and deal with security breaches and intrusions.
Vulnerability Scanning
We provide a range of services to examine vulnerabilities in applications and complete systems.
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