Exabytes^®

VPS Support Information

Exabytes^®’s 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.

VPS Manage Service Plan	Silver	Gold	Platinum	Titanium
Disk Space & Traffic
Hardware Node 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
On-Demand Vulnerability Assessments	no	yes	yes	yes
O/S Hardening Services	no	yes	yes	yes
Anti Virus Protection	no	no	yes	yes
Monthly Enterprise Reporting	no	no	yes	yes
Direct Support Escalations	no	no	no	yes
Dedicated Support Engineers	no	no	no	yes
Penetration Testing Service	no	no	1/year	4/year
Systems Administrative Service	no	2hr/month	5hr/month	10hr/month
Manage Service Plan	Silver	Gold	Platinum	Titanium
Pricing
Setup fee	RM500.00 Waived	RM500.00 Waived	RM500.00 Waived	RM500.00 Waived
Monthly Fee	Free	RM200.00	RM400.00	RM800.00

Additional Information:

• Our rate for Fee Base support is RM 80 Hourly in 30 minutes increment.
• Client may request for Fee Base Support on per incident basic or signup for our Managed Service for as low as RM 300 Monthly.
• Silver Manage Service Plan is included in all Exabytes Dedicated Server and Co-location Plans.
• For enquiries, please contact us.

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.

On-Demand Vulnerability Assessment

A good place to start with your risk mitigation is with a vulnerability assessment. Vulnerability assessments identify your systems and the components operating on your servers, and then test these components using a vulnerability database Exabytes updates daily. Using the resulting list of vulnerabilities, the client can either repair these vulnerabilities on their own or have Exabytes apply the appropriates patches and updates.

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.

Penetration Testing Service

Ever wonder how insecure your server really is? Exabytes’s Information Security team can perform a full-fledged penetration test of your hosted server to show you if your system is vulnerable to hacking attempts. This type of testing allows organizations to concentrate on those systems that are the most vulnerable. Penetration testing and vulnerability assessments are often required to comply with industry requirements such as Visa certification, FDIC certification, HIPAA compliance, GLB act compliance and others. Using industry-standard and underground tools and techniques, Exabytes’s certified security engineers will do everything possible to fully test the security of your hosted systems. 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.

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.