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— Quickly diagnose and rapidly respond to potential and actual fault conditions.
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— We identify issues and can resolve problems identified via monitoring before they impact your environment.
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— Our staff is trained in all and certified in many of the technologies required to understand and rectify problems on behalf of our clients.
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— Provides an economical way to purchase the support you need.
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— You don’t need to hire system engineers on your staff to support your needs; you can add additional blocks of hours when the need arises.
The following actions are examples of services that Proactive Resolution covers:
- Mitigate Operating Systems (OS) level problems
- Make system configuration changes
- Apply OS patches
- Apply system changes
- Add new or upgrade hardware
- Stop and restart applications and processes
- Update file permission/ownership
- Rotate, distribute, archive, and analyze
- System log files
- Webserver log files
- Application log files
- Provide account maintenance and user administration
- Manage disk allocation
- Provide error recovery as necessary
- Install customer-provided digital certificates
- Add new programs/processes to system boot scripts
- Add/remove IP addresses from TCP access controls
- Investigate system anomalies
- Request scheduled client tasks and troubleshooting incidents to resolve OS, hardware, and application-related problems
Service Level Agreement
Globix offers Proactive Resolution Service to clients during normal business hours with the following SLA for technical issues.
- 90 minute guaranteed response time from time of request during normal business hours
Supported Platforms
Operating Systems
- Red Hat Linux
- Sun Solaris
- Windows 2k3/2k
- HP-UX
Monthly Time Allocation
- Service is sold in blocks of time. One block of time is equivalent to ten 30 minute incidents or service requests per month.
- The client can purchase as many blocks of time as needed.
- Timeframes are calculated from the time that a Globix system administrator begins troubleshooting.
- In the event an incident/service request exceeds 30 minutes, the client may use up to and including that month’s remaining incident/service request allocation for that system support package.
- In the event requests exceed the allocation for that month, the client will be billed at standard time and materials rates.
- Unused blocks of time cannot be carried over from one month to another month.
- All work is to be performed during normal business hours (M-F 8 a.m. to 5 p.m. EST, excluding federal holidays). All work done outside of normal business hours will be done at the current time and materials rates.
Disclaimer: Globix is not responsible for any unexpected results arising from untested client scripts. Globix will only review and not test the triage scripts that are provided by the client.
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Proactive Resolution Service