Clear Cloud Solutions offers two levels of server management with both the Dedicated and Virtual Dedicated Servers. Level I Management is included free of charge with every Clear Cloud Solutions server (Dedicated or Virtual Dedicated Server).

Level II Management is characterised by even higher levels of service and additional benefits which are not included with Level I. 

Level I and Level II Server Management Packages

 

Level I

Level II*

Basics

SLA

Customer Care Services

Managed Services

Monitoring & Issue Response

Reporting

Server & Device Administration

Managed Security

Proactive Server Monitoring

 

SMS Alerts

DNS Management

 

Backup Mail Server

 

Patch Management

 

Backup Routines for Application & Database

 

Anti-Virus

 

24x7 Priority Support

 

Optional Management Additions

  • Security
  • Intrusion Detection
  • Log Analysis
  • Monitoring
  • Host Based Intrusion Detection
  • Vulnerability Scanning

 

 

 

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 a range of high security dedicated hardware firewalls.

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Item Descriptions

Basics

  • No-charge live engineer support for software, application, database and more
  • No-charge unlimited business hours phone access Microsoft certified support personnel
  • No-charge unlimited business hours phone access to Red Hat Certified Engineers and Red Hat Certified Technicians
  • No-charge live emergency hardware and software support 24/7/365 from Clear Cloud Solutions engineers
  • Managed Triple Tier 1 redundant network (99.999% Proven Uptime SLA).
  • World-class ISO/IEC 27001 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
  • Microsoft-Certified support team focused on Windows applications
  • Linux: Red Hat Certified Engineers and Red Hat Certified Technicians support team, focused on Red Hat Linux
  • 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

Server & Device Administration

  • Customised Specifications (No pre-packaged hardware or software)
  • SPLA monthly Microsoft software licensing
  • Monthly Red Hat Linux software licensing

Managed Security

  • Managed Network-based Intrusion Detection
  • Basic management of a single Firewall Device
  • Fully Managed VPN access

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.

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 & 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, Clear Cloud Solutions offers a Guaranteed Backup Service at a small additional charge.

Backup Routines for Application & Database

Clear Cloud Solutions will advise on backup routines for application and database. The responsibility for ongoing checks of these backups and their restorability is the client’s. Clear Cloud Solutions 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.

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.

Optional Management Additions

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 Clear Cloud Solutions 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.


Serious Backup

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Contact Us

Support technicians can be reached in an emergency, 24x7 by dialing our main Sales and Support number.

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Red Hat Linux Hosting

With our team of Red Hat Certified Engineers and Red Hat Certified Technicians, Clear Cloud Solutions provides 24x7 expert support for your Clear Cloud Solutions virtual dedicated server.

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