Dedicated Server Support Information

Exabytes' dedicated servers 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.

Manage Service Plan	Silver Management Plan	Gold Management Plan
24x7x365 Technical Support	yes	yes
Hardware Replacement	yes	yes
O/S Updated and Security Patches	yes	yes
Ping Monitoring	yes	yes
O/S Hardening Service	no	yes
Expert Advice	no	yes
Service Monitoring	no	10
Remote Hands and Eyes	8x5	24x7x365
Systems Administrative Service	no	2hours/month
Price	RM150/month	RM300/month

24x7x365 TechnicalSupport

Our helpdesk is staffed 24x7 for servicing all of your technical issues. Additionally, we provide our clients with several ways to reach on-call engineers 24x7 in order to ensure that your urgent, business critical issues are resolved completely to your satisfaction.

Hardware Replacement

Should your server ever experience any hardware issues, we will repair or replace your server so that it is restored to working order as quickly as possible. We maintain an ample inventory of spare parts and servers to deal with any hardware issues that arise.

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.

Ping Monitoring

Regular ping monitoring from our Monitoring System that checks the server every 60 seconds which are hosted off the network 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 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.

Expert Advice

Our engineers are available to provide you with expert advice regarding any and all server related issues or questions you have. Our engineers are equipped with Microsoft Certified Technology Specialist, Microsoft Certified System Engineers, and Microsoft Certified Professionals, Certified Ethical Hacker or CCNA certifications. We can provide you with recommendations regarding upgrades, performance improvements, third party software, etc.

Service Monitoring

Aside from simple ping monitoring, our Service and Network Monitoring 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.

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.

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.

Fee Based Support

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.

Fully Managed Backup

Fully Managed Backup from Exabytes offers you a quick and easy way to backup and protect your business data. Exabytes Fully Managed Backup Service provides you with Backup Storage and Industry Leading’s R1Soft CDP (Continuous Data Protection) Software as an integrated solution. Once configured, Exabytes Fully Managed Backup is fully automated, eliminating the manual process traditionally associated with backup technologies (e.g. FTP).

R1Soft CDP Solution is a server software application that enables disk-based data protection and disaster recovery for linuxservers and workstations running Microsoft Windows and Linux operating systems. CDP Server protects disk volume data using synchronization over the network storing point-in-time snapshots in disk-based storage.

Exabytes Fully Managed Backup Service delivers a data-protection and disaster-recovery solution that runs on your server and allows you to store backups to highly redundant and fault-tolerant storage devices.

Fully Managed Firewall

Secure your network and information from unauthorized access, while maximizing network resiliency and maintaining business continuity. Cisco ASA 5500 provides advanced application-aware firewall services with identity-based access control, denial of service (DoS) attack protection, and much more - all built upon market-proven Cisco PIX Security Appliance technology.

Extend your network with secure, flexible, seamless remote access. Cisco ASA 5500 Series, Cisco's premier VPN solution, offers unmatched clientless portal capability and cross-platform full-tunnel client for up to 10,000 simultaneous SSL or true IPsec connections in one device - all protected by world-class firewall services and much more.

For more information regarding CISCO ASA Security Appliances go to:
http://www.cisco.com/en/US/products/ps6120/prod_models_comparison.html

Software Installs

We typically install most software packages for our clients at no charge. However, we do reserve the right to charge a reasonable one-time fee for the installation of any custom software packages you require.

Server Migrations

We are extremely experienced in performing all varieties of server migrations. Any properly executed server migration requires extensive planning, hours of hard diligent work by expert server administrators, and post migration support. All in all, a successful migration is a very time consuming project. Our migration services start at RM1200. If you are interested in having us migrate a server for you, please contact our sales team for a customized quotation.

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