Support Contracts
We offer two levels of proactive support contracts:
| Benefit | Silver | Gold |
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Break/fix If something was working on your server yesterday and it isn't working today, we'll fix it. |
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Security updates As security patches are made available for the software on your server, we will install them to keep your server secure. |
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Configuration backup Your server's configuration will be automatically backed up to two of our remote backup servers every night. |
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Server monitoring A wide range of system parameters are monitored 24hrs a day. Tiger Computing support staff are notified if any parameters fall outside the acceptable range so that corrective action can be taken in good time. The server monitoring page has more details. |
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Operating system upgrades Your server will be updated to new releases of Linux as they become available (applicable to selected Linux distributions only) |
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Documentation specific to your server We create, and update as necessary, documentation about your system so that all of our support staff understand how your systems are configured |
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| Support hours | 09:00 - 17:00 | 08:00 - 20:00 (or tailored as required) |
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Out of hours security updates Security updates performed outside of 09:00 - 17:00 |
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Out of hours operating systems upgrades Operating system upgrades performed outside of 09:00 - 17:00 |
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System tuning Where appropriate, we will suggest and implement changes to system configuration to improve performance and/or reliability. |
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Guaranteed response time Priority response for business-critical systems |
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1 hour for critical issues |
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Minimum contract period We want you to stay with us because you want to, not because you have to. |
3 months | 3 months |
| Number of incidents | Unlimited | Unlimited |
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Backups of user data Automatic backups of user data to two independent backup servers every night. |
User data backups are available as an additional service; please see our backups page for more details. | |
The vast majority of issues can be resolved remotely, which means far less downtime. If the problem cannot be resolved remotely, however, our support staff will travel to site to address the problem.
Questions?
Take a look at our support frequently asked questions.
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