Data Center on Demand – Platinum Support
The Platinum service provides the same service deliverables as the Gold Service except that it has the advantages of providing full 24x7x365 coverage for your supported Infrastructure.
Included within the service
- Full 24x7x365 monitoring and fix resolution of support Infrastructure
- All calls answered in the UK by trained, accredited analysts
- Alerts monitored and managed from server hardware elements
- Alerts monitored and managed from Operating System Incidents
- Alerts monitored and managed from supported Application Incidents
- Full Alert and Incident escalation
- Incident Resolution and Restitution
- Unlimited calls to the Service desk within your supported hours
- Escalation of any incidents that cannot be resolved remotely
- First hour resolution attempt
- 4 Hour fix or Escalate
- Escalations made automatically to your onsite provider
- Patch of critical and security elements carried out in a time of your choosing
- Monthly Report on service metrics and incidents, including improvement or change recommendations
- Access to our knowledgebase.
In addition to the above other service options can be added, such as backup monitoring, dedicated firewall management and a number service protocol options such as change management, configuration management and release management. Please enquire if you require more information on these options.