TOCICI

What is Managed hosting

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.

What's Managed?

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.

What To Expect

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.

  • Our support ticketing system manages automated notifications and priority escalations, immediately upon receipt of a new support ticket.
  • When you're covered by a managed support plan, your ticket is manually reviewed and prioritized within the respective support plan's “monumental” timeframe. During this initial review, an engineer is assigned, and additional correspondence/work is scheduled to begin within a ticket's then-assigned severity definition.
  • From our internal engineer's perspective, they're notified of new and upcoming tickets through a variety of means1):
    • eMail
    • iCal notifications
    • RSS based dashboard feed
    • Chat/IM notices
    • TXT/SMS messages
    • Automated voice phone calls

Guaranteed Response Times

Managed VPS (ProFOSS Plans)

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

Self-Managed Plans

  • For self-managed/unmanaged VPS plans, we will do our best to respond to tickets within one business day, during business hours2)
  • There is no automated monitoring on self-managed/unmanaged VPS plans; we will not be aware of any outages or other issues with your specific VPS environment if we are not enabled to also monitor your specific environment using the tools integrated with our ProFOSS managed VPS plans.

Infrastructure & Platform as a Service: Severity Definitions

Monumental

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.

  • All or a substantial portion of your mission critical data is at a significant risk of loss or corruption.
  • You have had a substantial loss of service.
  • Your business operations have been severely disrupted.
  • Service is down or unavailable.
  • Service crashes or hangs indefinitely causing unacceptable or indefinite delays for resources or response.
  • Data corrupted or lost and must restore from backup.
  • A critical pre-existing and documented feature / function is not 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

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.

  • Service is operational but highly degraded performance to the point of major impact on usage.
  • Important pre-existing features have become unavailable, with no acceptable workaround; however, operations can continue in a restricted fashion.
  • Access to a particular third-party application or service provider deemed noncritical is impacted.
  • A temporary workaround is available.

Minor

System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.

  • Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.
  • Problem with pre-existing non-critical feature or functionality

Cosmetic

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.

  • General usage or systems status questions.
  • Minor problem not impacting service functionality.
  • Enhancement requests, missing or erroneous documentation.
  • Minor problem or question that does not affect delivery of service.
  • Questions already answered within our existing online resources.

Business Days & Hours

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

  • Tuesday plus one business day = Wednesday
  • Friday plus one business day = Monday
1) specific method is dependent upon priorities, time-passed, time of day, and available alternative support engineers
2) this is best-effort only, and does not constitue a guaranteed response time
3) e.g. sufficient pre-arranged/pre-paid retainer hours