Virtual Private Servers Support Information

Exabytes Virtual Private Servers (VPS) come with a very high level of support that you won’t get with many other providers. Our support team monitors our online Help Desk 7x24x365. Our emergency pager system is monitored on-site for fast reboots and remote hands services.

Our base service includes basic troubleshooting, hardware maintenance, support of standard software packages and server level monitoring. The server is turned over with network settings and services pre-installed.

We also provide a wide range of fee based services to assist you as needed to manage your server.

Manage Service Plan	Silver	Gold	Platinum	Titanium
Ping Monitoring	yes	yes	yes	yes
24x7x365 Technical Support	yes	yes	yes	yes
O/S Updates and Patches	yes	yes	yes	yes
Remote Hands and Eyes	8x5	24x7x365	24x7x365	24x7x365
Service Monitoring	0	5	10	20
O/S Hardening Services	no	yes	yes	yes
Anti Virus Protection	no	no	yes	yes
Direct Support Escalations	no	no	no	yes
Dedicated Support Engineers	no	no	no	yes
Systems Administrative Service	no	2hr/month	5hr/month	10hr/month
Manage Service Plan	Silver	Gold	Platinum	Titanium
Setup fee	RM500.00 Waived	RM500.00 Waived	RM500.00 Waived	RM500.00 Waived
Monthly Fee	Free	RM200.00	RM400.00	RM800.00

Ping Monitoring

Regular ping monitoring from our IPMonitor system allows us to verify that your server is available online. If your server stops responding to ping requests, our fully staffed, 24x7 network operations center will follow escalation procedures that you, the customer can defined. These escalation procedures can be as simple as having our staff place a phone call or reboot your system, or with our more advanced Managed Services plans, can be as detailed as having us restart services, verify applications are responding, check system logs and/or produce outage reports.

O/S Updated and Security Patches

Exabytes provides comprehensive Microsoft and CentOS Linux update and Security patch services. Microsoft customers are configured with Windows Update, which is monitored and managed centrally by our Information Security team. General release patches are applied using a customer defined maintenance window. Security updates are typically tested and installed within 8-48 hours of their release from Microsoft or CentOS. Our Information Security team monitors Cert advisories, SANS advisories, Slashdot, Microsoft TechNet and other operating system watchdog services.

Remote Hands and Eyes

Our network operations center is staffed by quality technicians trained in multiple operating systems, networking essentials and multiple applications. Whether you need assistance bringing a server back online, installing new hardware or just getting someone to reboot your server, our staff is setup to assist you as quickly as possible.

Service Monitoring

Aside from simple ping monitoring, our IPMonitor system can monitor various services as requested by the customer. From our systems, we can monitor your server to ensure that services such as FTP, HTTP, SSH and others are not only answering, but also responding as expected. Monitoring requests and specific parameters can be provided by completing a form. If a service ceases to respond as expected, our monitoring service will automatically send a notification to the email address(es) specified by the customer.

Anti Virus Protection

As hackers continue to come out with new strains of viruses in attempts to compromise servers, one way to try to stay protected is with anti-virus software. With specific Managed Services Plans, we will install and monitor licensed McAfee or Norton anti-virus tools to help protect your server.

O/S Hardening Service

Hardening your servers can serve to mitigate your risk of being hacked or suffering a denial of service attack by over 90%. Because most hackers use fingerprinting to identify what is running on your system, hardening techniques can hide this information or send misleading information that will make them think, for example, that your Windows 2000 system is a Novell system. This will, of course, cause all of their Novell hacks to be completely ineffective. O/S hardening tactics are frequently updated, and require high levels of security and system administration expertise.

Systems Administrative Service

Depending on the Managed Services Level, the customer may get additional operating system administrative assistance. This might include requests to help adjust the operating system to match new service requirements, install software, maintain user policies, etc. Requests can be regularly scheduled maintenance or ad hoc requests.

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