MANAGED HOSTING
We bring your ideas to life.
Skills, experience, support and commitment to your project.
The best support for your managed solution
A project with specific requirements can only be developed within a customised work environment and with a team of qualified professionals. To offer you the managed services you need, you can rely on experts to support you from the beginning, with detailed advice, to the control and analysis of each step of the implementation and further development.
Arsys has consolidated the ITIL philosophy in its Technical Area through specialised training programs. In line with the Code of Good Practice, our processes of Managed Services in Information Technology are focused to back services level, its security, availability, continuity and financial availability
Advanced Monitoring
Our High Availability Centre has Advanced Monitoring tools capable of detecting possible problems in real time, 24 hours a day. The Centre monitors the state of the communication lines and infrastructures of the three Data Centres where your services are hosted, and immediately activates the necessary protocols in case of any incident. Also, the Arsys technicians monitor other fundamental aspects:
- the level of hardware resources and connectivity of your server
- the performance of your platform
- and produces monitoring reports
This means our technicians are continually supervising and controlling the status of your server and can even manage alerts and take the necessary actions indicated in the mutually agreed protocol.
Levels of support for your managed services
With arsy.es Managed Hosting you'll always have tailored, customised support from specialised engineers, 24/7/365.
The support is divided into 3 levels: the first level of support (L1) receives, records, classifies and carries out an initial analysis of your requests. It resolves 80% of the service petitions and passes the rest of the tasks to the next levels (L2 and L3). If you've subscribed to Advanced or Premium support, your requests will be given higher priority, with the possibility of having a Technical Account Manager.
We offer different types of support according to your needs:
| Op Levels | Standard | Advanced | Premium |
|---|---|---|---|
| 24/7 service | Yes | Yes | Yes |
| Response time | 15min. | 5min. | 5min. |
| Resolution time | ASAP | ASAP | ASAP |
| Escalation time | 180min. | 60min. | 20min. |
| Notification time | - | 60min. | 30min. |
| Access to support Level 2 | - | Yes | Yes |
| Dedicated engineer | - | - | Yes |
| Post-incident report | - | - | Yes |
Service Level Agreements (SLA)
The complete confidence in the quality of our managed services allows us to set service level agreements (SLA) with 99.9% availability and above. These agreements include, among other beneficial terms, penalties for Arsys if the service level is not met. The parameters over which these agreements can be formalised are very diverse and depend on your requirements and your project: service availability, electricity or network availability, support response time and any other requirement you feel is necessary.
