Customer service

Enterprise Hosting is supported by a 24 / 7 Support Centre and a 24 / 7 Monitoring & Management Centre (MMC).

• The Support Centre will manage all service requests logged either by web portal or telephone. All requests will be given a priority which will have a target response time allocated to it.
• The Monitoring & Management Centre will proactively monitor the hardware, operating systems and network for incidents/faults. If they recognise a fault they will contact the client directly for permission to fix the fault.

• A web portal will also be available for you to log and track all incidents/faults, change requests and service request.

Service management
Hardware / software management

• Complete management of hardware, network and operating system.

Back-up and restore

• All Clients will receive daily and weekly differential backups.
• A full restore can be requested using your web portal.

Anti-virus software

• Symantec Norton AntiVirus software will be installed on each server and will be updated automatically as necessary.

Service reporting

• The web portal is available to all clients and allows them to receive availability and system performance reports. The reports include CPU and physical memory usage.

Security patches

• All security patches will be tested and categorised as High, Medium or Low. The client will have the option to opt out for the high and medium security patch and opt in for the low security patch.

Planned maintenance

• Clients will be notified 24 hours before any planned maintenance. Clients cannot refuse planned maintenance.

Details about any security patch or planned maintenance will be available for the client on the web portal. If you would like information about the service description and the Service Level Agreement then please contact our Sales team on 0800 027 0423.