• Responsive — Quickly diagnose and rapidly respond to potential and actual fault conditions.
• Proactive — We identify issues and can resolve problems identified via monitoring before they impact your environment.
• Expertise — Our staff is trained in all and certified in many of the technologies required to understand and rectify problems on behalf of our clients.
• Cost-Effective — Provides an economical way to purchase the support you need.
• Scalable — 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.