| Multiple Service Levels |
| Pro-Active, Remote Health Monitoring |
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| 24x7 On-Site & Remote Support |
| Maintenance & Emergency Response |
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| Hardware Support |
| Component/hardware swaps, memory upgrades, cable replacement, power cycling,
optional hardware spares management |
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| Operating System Support |
| UNIX or NT upgrades, patches and fixes;
daemon and process stops/starts; escalation |
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| Application Support |
| Upgrades, health, performance; standard & custom support |
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| Network Support |
| Bandwidth mgmt, troubleshoot aggregated bandwidth solutions; BGP4 DNS set-up;
router management; LAN, WAN, etc. |
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| Security |
| Firewall & VPN mgmt; intrusion detection & response; policy
enforcement/maintenance |
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| Back-up & Restore Capacity |
| Standard & Customized Offering |
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| Data Center Management |
| All data center co-location issues, power/ HVAC, network connectivity; racking &
stacking, wiring & cabling; access & security |
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| Pro-active Site Viability Management |
| Capacity planning, performance & scalability report; report analysis |
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| Database Administration |
| Production operations support |
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