| Service Level Guarantees & Contract Term | Colocation | Dedicated Servers | Managed Dedicated Servers | Managed Hosting |
| Power uptime |
100% |
100% |
100% |
100% |
| Network uptime |
100% |
100% |
100% |
100% |
| 1 hour hardware replacement |
 |
|
 |
|
| 15 minute critical incident response time |
|
|
|
|
| Contract term options |
Annual |
Monthly/Annual |
Monthly/Annual |
Annual |
| Enterprise-Class Hardware | Colocation | Dedicated Servers | Managed Dedicated Servers | Managed Hosting |
| Secure direct physical access |
|
N/A |
N/A |
N/A |
| Secure locking cabinets and cage space |
|
N/A |
N/A |
N/A |
| Enterprise-class Dell PowerEdge servers |
Optional |
|
|
|
| 32-bit and 64-bit processors |
Optional |
|
|
|
| Serial Attached SCSI (SAS) & SATA hard drives |
Optional |
|
|
|
| Hardware RAID controllers |
Optional |
Optional |
Optional |
|
| KVM over IP |
Optional |
Optional |
Optional |
N/A |
| Cisco ASA hardware firewalls |
Optional |
Optional |
Optional |
|
| Hardware load balancing with GSLB options |
Optional |
Optional |
Optional |
Optional |
| Server and database clustering |
Optional |
Optional |
Optional |
Optional |
| Private backend networking |
Optional |
Optional |
Optional |
|
| Gigabit (1Gbps) frontend & backend networks |
Optional |
Optional |
Optional |
Optional |
| Custom-built IT environment |
|
Optional |
Optional |
|
| Fully redundant highly-Optional environments |
Optional |
Optional |
Optional |
Optional |
| Bandwidth allocation options |
Account |
Server/Account |
Server/Account |
Account |
| Storage & Backup Technologies | Colocation | Dedicated Servers | Managed Dedicated Servers | Managed Hosting |
| Direct Attached Storage (DAS) devices |
Optional |
Optional |
Optional |
Optional |
| Storage Area Network (SAN) devices |
Optional |
Dedicated |
Dedicated |
Shared/Dedicated |
| Storage Cloud scalable usage-based disk space |
Optional |
Optional |
Optional |
Optional |
| Global Content Delivery Network (CDN) |
Optional |
Optional |
Optional |
Optional |
| Disk-to-disk based performance backup system |
Optional |
Optional |
|
|
| Unmetered backup traffic |
Optional |
Optional |
Optional |
|
| Private dedicated backup network |
Optional |
Optional |
Optional |
|
| Offsite backup storage |
Optional |
Optional |
Optional |
Optional |
| Application-specific backup agents |
Optional |
Optional |
|
Optional |
| Fully managed backup and restore process |
Optional |
Optional |
|
|
| Software – Operating Systems & Applications | Colocation | Dedicated Servers | Managed Dedicated Servers | Managed Hosting |
| Microsoft Windows Server 2003 R2 |
Optional |
|
|
|
| Microsoft Windows Server 2008 |
Optional |
|
|
|
| Microsoft Windows Server 2008 w/Hyper-V |
Optional |
|
|
|
| Red Hat Enterprise Server v4 & v5 |
Optional |
|
|
|
| CentOS Server v4 & v5 |
Optional |
|
|
|
| FreeBSD |
Optional |
|
|
|
| Microsoft SQL Server 2005 |
Optional |
|
|
|
| Microsoft SQL Server 2008 |
Optional |
|
|
|
| MySQL Server v5 |
Optional |
|
|
|
| cPanel |
Optional |
|
|
|
| Plesk |
Optional |
|
|
|
| Ensim Pro X |
Optional |
|
|
|
| Anti-virus |
Optional |
|
|
|
| R1Soft CDPServer |
Optional |
|
|
|
| eVault Backup |
Optional |
|
|
|
| Support Coverage | Colocation | Dedicated Servers | Managed Dedicated Servers | Managed Hosting |
| 24x7x365 support |
|
|
|
|
| Support team is 1st line of defense for all alerts |
Optional |
Optional |
|
|
| Comprehensive customer portal |
Orbit |
Orbit |
Orbit |
Northstar |
| Customer portal API for custom development |
|
|
|
N/A |
| Knowledge base for customer self-service |
|
|
|
N/A |
| Automated operating system reload process |
Optional |
|
|
|
| All support provided by certified engineers |
Optional |
|
|
|
| Dedicated Technical Account Manager |
Optional |
|
|
|
| Dedicated Senior Database Administrator |
Optional |
|
|
|
| Dedicated Senior Systems Administrator |
Optional |
|
|
|
| Dedicated Senior Network Security Engineer |
Optional |
|
|
|
| Server Management services | Colocation | Dedicated Servers | Managed Dedicated Servers | Managed Hosting |
| Remote server reboot |
Optional |
|
|
|
| Remote console & terminal access |
Optional |
|
|
|
| Root/Admin access to all servers |
|
|
|
|
| Server administration services |
Optional |
Optional |
Optional |
|
| Monitoring services | Colocation | Dedicated Servers | Managed Dedicated Servers | Managed Hosting |
| Uptime monitoring |
Optional |
Optional |
|
|
| Application & process monitoring |
Optional |
|
|
|
| Port monitoring |
Optional |
Optional |
|
|
| Proactive hardware failure monitoring |
Optional |
|
|
|
| Advanced CPU thread monitoring |
Optional |
|
|
|
| Advanced memory utilization monitoring |
Optional |
|
|
|
| Proactive storage capacity monitoring |
Optional |
|
|
|
| Distributed Denial of service (DDoS) monitoring |
|
|
|
|
| Bandwidth utilization monitoring |
|
|
|
|
| Custom escalation procedures for alerts |
Optional |
Optional |
|
|
| Security services | Colocation | Dedicated Servers | Managed Dedicated Servers | Managed Hosting |
| Server patching |
Optional |
Optional |
Optional |
|
| Server hardening using best-practice benchmarks |
Optional |
Optional |
Optional |
|
| Server virus protection |
Optional |
Optional |
Optional |
|
| Server vulnerability scanning reports |
Optional |
Optional |
Optional |
|
| Managed hardware firewall configuration profiles |
Optional |
Optional |
Optional |
|
| Managed site-to-site or client VPN access |
Optional |
Optional |
Optional |
|
| Managed dedicated intrusion detection system |
Optional |
|
|
Optional |
| Managed dedicated log management system |
Optional |
|
|
Optional |
| Advanced Management services | Colocation | Dedicated Servers | Managed Dedicated Servers | Managed Hosting |
| Managed customized environment deployment |
Optional |
Optional |
Optional |
|
| Managed server clustering services |
Optional |
|
|
|
| Managed database clustering services |
Optional |
|
|
|
| Regular environment consultation with support team |
Optional |
|
|
|
| Database platform management and optimization |
Optional |
|
|
|
| Centralized & managed role-based access authentication |
Optional |
|
|
|
| Personalized environment run book |
Optional |
|
|
|
| Regular IT business planning |
Optional |
|
|
|
| Proactive IT scalability planning |
Optional |
|
|
|
| Root-cause incident management |
Optional |
|
|
|
| Hardware and software vendor incident escalation |
Optional |
|
|
|
