Managed Platnum SLA

($500 per month per server, plus billable support hours over 3 hours)
  • Complete review of all services on server are documented and managed for guaranteed uptime of all services with a Service Level Agreement.
  • Managed Platinum basically hands management of server to Video App, whom takes responsibility for the server and internally monitors and guarantees uptime of all services.
  • Managed Platinum further includes routine security audits, performance audits, operating system patches, application review,
  • 100% Network, Infrastructure, Server and Application Uptime Guarantee with 24/7/365 monitoring
  • 24/7 Support for Network, Infrastructure, Server and Application issues
  • Nagios monitoring of server performance and services, including CPU utilization, disk space, network response times, and several other key performance factors. Support team will proactively monitor and performance maintenance as required to keep server running optimally.
  • Customer can open any type of support ticket. 3 hours per month included in plan. 30 minute minimum per ticket. Server and End-User requests serviced on a priority and availability basis, typically within 24 hours. Application requests serviced on a best ability basis, but typically initiated with 24 hours. In the case of Platinum managed servers, support team will inform customer of maintenance performed and support hours consumed. It is important to note that Platinum support provides these services inherently to keep your server running optimally, and in some instances, may consume more than 3 hours per month. We will do our best to pace maintenance to minimize and additional support costs, but this cannot be guaranteed.
  • Password Recovery, System Restore and Remote Power Cycle on request.
  • Backups handled as per plan. If applicable, in the event of a server failure, service restoration will occur from most recent full-server backup. Managed Platinum support provides expedited restoration and review of service, typically within hours.
  • Managed DNS provided by Video App, including DNS tuning and optimization. SPF records maintained to maximize mail deliverability.
  • Reverse DNS provided. Custom hostnames available.
  • 1 network adapter included. Unlimited IP addresses. Additional gigabit network adapaters available for cross-connections to a private VLAN, or other custom configurations. Support fees apply.
  • Load-balancing and high-availability clustering implementations available. Support fees apply.
  • Domain registrations and SSL certificates managed by Video App.
  • Advanced firewall access lists lockdown non-standard ports.
  • Intrusion detection, and denial of service resolution using advanced network sniffing tools.
  • Total seamless migration assistance included with contract terms of 1 year or more
  • Dedicated Implementation Manager with direct 24/7 access, to provide oversight and high priority of management within technical team, also, web-based ticket system with phone call back, if desired.