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Outsourcing BUSINESS level
Personalize with our teams your intervention and monitoring procedures
To free itself from technical constraints and benefit from the support of experts, IKOULA offers companies a complete outsourcing offer, divided into 4 service levels according to the type of infrastructure and the needs encountered.The BUSINESS level is the third level of outsourcing service from IKOULA, and offers customer support, equipment warranty, supervision, infrastructure audit, but also customization of procedures and backup. A commercial engineer is dedicated to infrastructure management, and can optionally be accompanied by a technical expert. He supports the customer day after day and helps him create and personalize intervention and monitoring procedures (items, thresholds and alert levels, etc.) using personalized probes, according to the specific needs of the company. 100 GB of backup are also included in this level of service, leaving the company full powers over the backup and restoration processes to be implemented.
With the BUSINESS level, companies also benefit from the IKOULA advantages, namely multilingual teams, present within the datacenters, and available 24/7 by email or phone for any questions.
Discover BUSINESS level of IKOULA outsourcing
Outsourcing LIBERTY LEVEL Customer Support and Hardware Guarantee OFFERContact us | Outsourcing PRIME LEVEL Liberty Level + Supervision and AuditContact us | Outsourcing BUSINESS LEVEL Prime Level + Personalisation of Procedures and Supervision + BackupContact us | Outsourcing FIRST LEVEL Business Level + Complete Managed Services consulting, development, rechnical management, etc.)Contact us |
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Support
Personalised support and advice | Team of commercial engineers | Dedicated commercial engineer | Dedicated commercial engineer. Dedicated technical expert optional | Dedicated commercial engineer and technical expert |
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Dedicated project manager for consulting, monitoring and construction of platforms | Option | Option |
Assistance
Dedicated and secure customer interfaces (invoicing, statistics, reports, etc.) | ||||
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Provision of operational and incident reports | ||||
Technical support via email | 24/7 | 24/7 | 24/7 | 24/7 |
Technical support via telephone | 9 a.m. - 7 p.m. 24/7 optional | 9 a.m. - 7 p.m. 24/7 optional | 9 a.m. - 7 p.m. 24/7 optional | 24/7 |
On-site presence | 24/7 | 24/7 | 24/7 | 24/7 |
Technical response time guarantee window | 9 a.m. - 7 p.m. | 24/7 | 24/7 | 24/7 |
Response procedures customised by the customer | ||||
Monthly time allocated to customer requests excluding services already included (current operations and incident management) | 3 hours per server | |||
Technical response time guarantee (RTG) by email | 24 hours | 12 hours | 4 hours | 2 hours |
Technical response time guarantee (RTG) by phone | 1 hour | 30 min | 15 min | 15 min |
Proactive response time guarantee after finding the problem | under 4 hours | under 2 hours | under 1 hour | under 30 min |
Direct link with a qualified contact in the Data Center (no outsourced hotline!) | ||||
Ticket resolution via email by qualified personnel (Support Technician, Support Engineer, R&D) |
Hardware
Definition of the architecture most adapted to your needs | ||||
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Proactive proposal for the development of your infrastructures | ||||
Hardware and components tested and certified by IKOULA | ||||
Hardware warranty for the duration of the service | ||||
Guaranteed replacement time (Hardware GRT) | under 24 hours | under 4 hours | under 4 hours | under 4 hours |
System administration
Full system administration support (web and database, only the application is not administered) | Root / Administrator access given to the customer | Root / Administrator access given to the customer | Root / Administrator access given to the customer | |
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Access management support and assignment of restricted user rights to update server data |
Supervision
System supervision (CPU, RAM, hard disk, etc.), monthly report via email. | ||||
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Component and service monitoring via email | ||||
Customising of the monitoring procedure (items, thresholds and alert levels, subject to validation) | ||||
Alert management support | Procedure booklet written by the customer and set up by IKOULA | Procedure booklet written with the customer and set up by IKOULA | ||
Scalability management (finding and proposing an adequate solution) |
Backup
Backup | Option | Option | ||
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Backup space | Option | Option | 100 Gb included Extra size option | 100 Gb included Extra size option |
Definition of the backup policy | By the customer | By the customer | By the customer | By the customer |
Performing backups on removable media and archiving | Option | Option | Option | Option |
Restoring backups in case of crash (system or hardware) | By the customer via the web interface | By the customer via the web interface | By the customer via the web interface | By IKOULA in cooperation with the customer |
Online database backup | MySQL and SQLServer Option | MySQL and SQLServer Option | MySQL and SQLServer Option | MySQL and SQLServer Option |
Security
Monthly full security audit - OpenVAS | ||||
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Optimisation of server security after security audit | Option | |||
Application of customer-validated security updates | Option | |||
Firewall security policy management support | Option | Option | Option |
Networks
Network supervision | 24/7 | 24/7 | 24/7 | 24/7 |
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Network Availability / Connectivity Guarantee Rate | 99.90% | 99.95% | 99.95% | 99.95% |
Our commitments
Availability rate not met* | 5 penalty points per finding | 5 penalty points per finding | 5 penalty points per finding | |
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RTG not met* | 1 point for every 1/2 hour of overrun | |||
GTR not met* | 1 point for every 1/4 hour of overrun | |||
Compliance with the dates on which the operating reports are made available* | 1 point per date not met |
Interested in managed services? Take stock of your needs with our experts and find the level of service that suits you. CONTACT OUR SALES DIVISION