Managed environments provide a high level of customer service and feedback, giving you top-tier levels of service, and direct access to our third-tier support staff.
Often referred to as PaaS (Platform as a Service), we will provide the hardware and core software needed for a site, as well as offer 24/7/365 systems support services.
Offerings may include facilities for application design, application development, testing, deployment and hosting as well as application services such as team collaboration, web service integration and marshaling, database integration, security, scalability, storage, persistence, state management, application versioning, application instrumentation and developer community facilitation.
ProFOSS systems management exists to support the deployment of applications, while protecting you from the cost and complexity of buying and managing underlying hardware, software and hosting/provisioning capabilities. This provides you with the facilities required for supporting a complete life cycle of building and delivering web applications and services.
On managed systems, if a monitored element encounters issues, we will begin working on the issue within the Guaranteed Response Times detailed below.
As for what happens behind the scenes.
Obtain guaranteed response times by including ProFOSS coverage of your VPS, ensuring that we are enabled to acknowledge & begin working on an issue 24 hours per day, 7 days a week, every day of the year, within the following response time commitments:
Platinum | Gold | Silver | Bronze | |
---|---|---|---|---|
Monumental | 30 minutes | 2 hours | 8 hours | 12 hours |
Major | 2 hours | 4 hours | 12 hours | 18 hours |
Minor | 8 hours | 8 hours | 18 hours | 24 hours |
Cosmetic | 12 hours | 24 hours | 1 business day |
Production server or other mission critical system(s) are down, affecting all users, including system unavailability and data integrity issues with no workaround immediately available.
Monumental issues identified by the customer, but not related to a service interruption / outage require the customer to have sufficient dedicated resources available3) to work on the issue.
Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.
System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.
Regular business hours are non-holiday Mondays through Fridays, from 8am to 5pm (US/Pacific).
One business day is one non-holiday or non-weekend day, Monday through Friday4). For example