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All our configurations are available with the following levels of service:
All our configurations are available with the following levels of service: |
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| Level of service |
Essential | Zen | Serenity |
| Common | |||
| Level of management | Monitoring | Facilities management |
Facilities management |
| Service criticality | Low | Medium | High |
| Monitoring | yes |
yes |
yes |
| Facilities management | no | yes |
yes |
| Physical intervention | yes |
yes |
yes |
| Incident resolution | yes |
yes |
yes |
| Scalability management | yes |
yes |
yes |
| Server high availability | yes |
yes |
yes |
| Customisation |
|||
| Customised project study |
yes |
yes |
yes |
| Customised project monitoring |
yes |
yes |
yes |
| Dedicated account manager |
no | yes |
yes |
| Current and future needs analysis |
yes |
yes |
yes |
| Technical support |
|||
| Guides and tutorials |
yes |
yes |
yes |
| 24/7 e-mail contact |
yes |
yes |
yes |
| Telephone contact during working hours (10-5) |
no | yes |
yes |
| Telephone contact outside working hours (24/7) |
no | yes |
yes |
| Scheduled interventions |
10/5 | 10/5 | 24/7 |
| Bespoke escalation |
no | no | yes |
| Hardwarel |
|||
| Hardware incident management |
yes |
yes |
yes |
| Maintenance and upgrade replacements |
yes |
yes |
yes |
| Bespoke hardware |
no | no | yes |
| Guaranteed hardware |
yes |
yes |
yes |
| Systems and applications |
|||
| OS system supervision |
yes |
yes |
yes |
| Facilities management |
no | yes |
yes |
| Installation of critical system patches |
no | yes |
yes |
| Installation of non-critical system patches | no | no | yes |
| Monitoring | |||
| Network hardware monitoring | yes |
yes |
yes |
| Internet access monitoring | yes |
yes |
yes |
| Server monitoring | yes |
yes |
yes |
| Application monitoring | no | yes |
yes |
| Customised alerts | no | yes |
yes |
| Client e-mail alert | yes |
yes |
yes |
| Client SMS alert | no | no | yes |
| Security |
|||
| Network hardware security audit | yes |
yes |
yes |
| Server security audit | no | yes |
yes |
| Customised firewall rules | yes |
yes |
yes |
| Intruder detection | yes |
yes |
yes |
| Backup | |||
| Data backup | no | yes |
yes |
| Recurrent server snapshots | no | weekly | daily |
| Dedicated backup policy |
no | no | yes |
| Dedicated snapshot policy | no | no |
yes |
| Snapshot on demand | optional | optional | yes |
| Remote site backup | no | optional | yes |
| Remote site snapshot | no | optional | yes |
| Data integrity check | yes |
yes |
yes |
| Free data restoration | yes |
yes |
yes |
| Networks | |||
| Network supervision | yes |
yes |
yes |
| Multi-operator redundant network | yes |
yes |
yes |
| Interconnection with more than 60 operators | yes |
yes |
yes |
| Dedicated, dual fibre, inter-site Interlink connections |
yes |
yes |
yes |
| Interlink statistics and supervision |
yes |
yes |
yes |
| Foundry and Ciena hardware | yes |
yes |
yes |
| Network availability rate | 99,8% | 99,8% | 99,8% |
| Data center | |||
| Dual site infrastructure | no | yes |
yes |
| On-site engineers | 24/7 | 24/7 | 24/7 |
| Access control | yes |
yes |
yes |
| Double or triple electric induction | yes |
yes |
yes |
| Double or triple fibre induction |
yes |
yes |
yes |
| Electricity supply protected by UPSs | yes |
yes |
yes |
| Electricity supply protected by generators | yes |
yes |
yes |
| UPS autonomy | 30 mn | 30 mn | 30 mn |
| Generator autonomy | 72h | 72h | 72h |
| Guaranteed temperature |
24°C +2/-2°C | 24°C +2/-2°C | 24°C +2/-2°C |
| Guaranteed humidity | 50%rh +/-10% | 50%rh +/-10% | 50%rh +/-10% |
| Fire protection |
Siemens class A FSS | Siemens class A FSS | Siemens class A FSS |
| Fire extinguishing | Automatic via FM200 | Automatic via FM200 | Automatic via FM200 |
| Water leak detection | Digital leak locating system | Digital leak locating system | Digital leak locating system |
| Cable channels | Internal mesh and multiple secure routes | Internal mesh and multiple secure routes | Internal mesh and multiple secure routes |
| Site under CCTV surveillance | yes |
yes |
yes |
| Priority site for electricity and fuel supply | yes |
yes |
yes |
| ISO 9001, ISO 27001 and ISO 14001 certification | yes | yes |
yes |