24×7 Ultimate Managed Services™ | Other vendors 24×7 Support | ||
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Service Level
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Proactive and PreventativeDesigned to prevent many problems and resolve others promptly. See our Project Management page. |
ReactiveSupport only when something goes wrong. |
Framework
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ITIL® compliantOur IT services comply with the authoritative ITIL® standards that align IT to the needs of business worldwide. |
Not ITIL® compliant. |
Monitoring
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Proactive and extended, with expert technician response. | Basic – you get alerts. |
Backups
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We manage backups, fix issues and recover your data. | You manage backups. |
Patches
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We identify and install automatically, with manual testing by our staff. | You install and test. |
Security
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We protect with our comprehensive Data Armor® Managed Security package. | You secure the system. |
Help Desk
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24x7x365 Instant access to engineers and technicians who understand your system. No operator, no hold time, no automation. Guaranteed. | Call center technicians answering questions. Queue and on-hold telephone access. |
Design
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We continuously assess IT components to core functionality and make recommendations. | You are responsible for upgrading your system as your needs change. |
Change Management
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We help you quickly implement the latest IT infrastructure technologies with minimal service disruption. | You make updates and install new software. |
24×7 Ultimate Managed Services™ | Other vendors’ 24×7 Support | ||
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Helpdesk/Incident Management
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Instant phone pickup by a live trained technician. No operator, no automation, no call waiting. Guaranteed. | Call center technicians answer questions. Queue and on-hold telephone access. |
Problem Management
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We respond to all issues reported to us that require a longer term resolution (such as a patch or a required upgrade) with a written RCA (Root Cause Analysis) and our commitment for resolution within seven days of day when issue was reported. | None offered. |
24×7 Ultimate Managed Services™ | Other vendors’ 24×7 Support | ||
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Change Management
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We perform maintenance and changes only with your written consent via a scheduled change request. | It’s up to you to make updates and new software installations. |
Patch Management
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We regularly schedule, notify and install patches to your system on a monthly basis, using a change management process that lets you designate maintenance windows that work best for you. | You install. |
24×7 Ultimate Managed Services™ | Other vendors’ 24×7 Support | ||
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Backups
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We set up, manage and monitor your backups. We fix issues and recover lost data. | You get alerts. |
Design
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We continuously assess IT components to core functionality and make cost-effective recommendations for maximum functionality. | You are on your own to design and evolve your system as your needs change. |
Monitoring
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We monitor your systems using a variety of monitoring systems. We check approximately 10-50 parameters on any system. | Basic – you get alerts. |
24×7 Ultimate Managed Services™ | Other vendors’ 24×7 Support | ||
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DDoS Protection
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We ensure the availability of your services by continuously monitoring traffic on our edge routers with our DDoS mitigation system. | None included in the service |
Intrusion Detection System
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We use many tools to detect and log patterns of odd and unusual behavior. Where some rules on these intrusion detection systems generate instant alerts, others alert us to patterns of unusual behavior. | Service is offered |
Regular Vulnerability
Scanning |
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We identify vulnerabilities within various OS and application builds that could expose servers to attacks from various sources. | Service offered by some vendors. |
Security
|
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Data Armor ® Managed security protects your system. | You secure your system. |
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