Products and Services
Scope of Support

  Hosting Service Levels
Pre-Sales Consultation Essential
Managed
Proactive
Managed
Rewards Program
(Earn points toward hardware upgrades)
   
Industry leading SLA - 100% Guaranteed Uptime
(30 minute hardware swap upon notice from customer)
   
Cost analysis performed on multiple different architectures to ensure proper fit and performance    
Strategizing on your long-term planning, scaling and growth needs    
Architectural Review of your new or existing configuration to ensure expectations and needs are met    

Initial Setup Essential
Managed
Proactive
Managed
Unlimited access to live USA based Customer Support 24x7x365 - Phone, email, chat    
World-class data centers -SSAE16 Level 2 with redundant/HVAC, PCI compliance solutions available    
Fully redundant Tier 1 bandwidth    
Full access to Customer Portal to easily manage your environment    
Server re-images  *  
Configuration review/optimization Tech Concierge Fees Apply**  
Best practices check up / Lockdown / Hardening (Ensuring only used ports and services are enabled) Tech Concierge Fees Apply**  
Software installation management (Only supported software - Available from OS only)    
Technical on-boarding and implementation assistance to ensure your infrastructure is performing to your expectation    
"Smoke-Test" performed on infrastructure to gauge performance    
Dedicated, named contacts available by phone and ticket    
Quarterly account reviews    
Server database clustering    

Server Management Essential
Managed
Proactive
Managed
Patching - OS update/Patching
(Day 1 of server provisioning)
   
Patching - OS update/Patching
(Windows, CentOS 5.x and CentOS 6.x Only)
Available Upon Request  
Network usage statistics Available Upon Request  
Hardware diagnostics/replacement    
3rd party application installation assistance    
Application/script troubleshooting assistance    

Security Analysis/Review Essential
Managed
Proactive
Managed
If server is compromised, mandatory re-install - No charge - Wiki docs for best practices and prevention solutions    
Network - Best practices review and advice on ACLs Available Upon Request  
Network - Traffic analysis
- On-demand, not historical
- Ensuring specific traffic is entering/leaving the DC
Available Upon Request  
Best practices lockdown    
Patching - Linux and Windows    
Process and log analysis    
Traffic analysis    
On-demand security/stability review    

Monitoring Essential
Managed
Proactive
Managed
Unmanaged VPN monitoring with Up/Down
- Acknowledgement and best practices troubleshooting
- Codero side only
   
Ping monitoring    
Service port monitoring (WEB, FTP, SSH, SSL, SMTP) Available Upon Request  
Server resource monitoring (CPU, RAM, DISK) Available Upon Request  
Threshold monitoring/troubleshooting Available Upon Request  

Storage and Backup Management Essential
Managed
Proactive
Managed
EVault Managed Backup offering
(Setup and monitoring)
   
R1Soft Server Backup offering
(Setup)
   
Plesk control panel and FTP backups    
Network device configurations
(Daily backups, 1 week retention)
   
Backups required    
Automated nightly snapshots
(included with Smart Servers - Up to 4 months retention cycle)
   
7 day rolling backups    

 

Services

Email Essential
Managed
Proactive
Managed
Email configuration issues/Troubleshooting
(Review ports and DNS - Provide Wiki docs on setup)
   
If email account compromised, provide wiki article and response with password reset script (Parallels only)    

Sub-System Support Essential
Managed
Proactive
Managed
MSSQL/MYSQL/PHP/Apache/IIS/Website error logs
(No Code Review - Basic installation/review configuration)
   
If email account compromised, provide wiki article and response with password reset script (Parallels only)    

Panel Support Essential
Managed
Proactive
Managed
Full support with productized panels
(Escalation to Plesk or Cpanel)
   
No panels allowed with offering    

Other Services Essential
Managed
Proactive
Managed
Basic software installation of software such as Joomla, Moodle, Wordpress, PhpMyAdmin, etc.  ***  
Gold Image Creation - pre-configured templates    

Storage Essential
Managed
Proactive
Managed
NAS/SAN Storage
(Device installation and server mapping)
   
Cloud Elastic Block Storage (CEBS)
- Connectivity and troubleshooting
- Proactive monitoring of hardware and network failures
   

Networking Essential
Managed
Proactive
Managed
Firewalls and Loadbalancers
(Physical devices only)
   
Base configurations Available Upon Request  
Installation of supported software revisions Available Upon Request  
ACL modifications Available Upon Request  
Firewall - Ping Monitoring Available Upon Request  
VPN
(Physical devices only)
Available Upon Request  
VPN troubleshooting - Site-to-site IPSec VPNs
(Physical devices, Codero-side only)
Available Upon Request  
Remote access VPNs Available Upon Request  
Remote access VPN software
(Codero supported versions)
Available Upon Request  
Modification of VPN settings
(User management, managing remote networks)
Available Upon Request  
Loadbalancer - VIP configuration Available Upon Request  
Loadbalancer - Real Server pool configuration Available Upon Request  
Loadbalancer - Health checks Available Upon Request  
Loadbalancer - SSL certificate installation Available Upon Request  
Loadbalancer - Ping Monitoring Available Upon Request  
 
* Max 2 per Quarter – Additional re-image at $50 per re-image
** Tech Concierge is a premium service option for having non-standard work done on your environment. Normally the charge for this is $99.00 USD per hour. If you are interested simply create a ticket in serverportal.com and a Tech Concierge will quote the work and perform it in a timely manner.
*** Customer is responsible for configuration of software
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