Managed Services Addendum
||Supported Manufacturer / Publishers
Any IP enabled device
|Level 1 Support
||Basic level of support where service problems are triaged, troubleshot, and elementary problems are resolved. NOC technicians who have general technical knowledge primarily provide this level of support. Examples of this include basic “how to questions”, basic hardware and software diagnostics, basic system administration tasks, etc.
|Level 2 Support
||Intermediate level of support where advanced problems not resolved by Level 1 Support personnel are resolved by either NOC Tier II technicians or Engineers. Examples of this include advanced software issues, operating system, web services, network connectivity issues, virus eradication, etc.
|Level 3 Support
||The highest level of support within an end user’s environment where complex issues not resolved by Level 1, and Level 2 are resolved and/or escalated to NOC Sr. Engineers, Network Engineers, Infrastructure Principals, manufacturers and vendors as required. This may include resources from the manufacturer or software publisher. Examples include operating system bugs, Application conflicts, Network failures, etc.
Description of Offering
CaveCreek’s Managed Services provides 24x7 proactive monitoring and management of client network infrastructure and systems including servers, switches, virtualization, and firewalls.
Experienced and certified engineers offer expert troubleshooting and day-to-day administration. Operational reporting along with systems and network performance analysis provides clients critical information they need to run their business.
TIERS OF SERVICES
|Monitoring and Troubleshooting
|24x7 Fault Monitoring
|Level 1 – 2 Incident Management
|Level 3 Incident Management
|Hardware Replacement (CaveCreek provided hardware)
|Hardware RMA Support
|Remote Hands Support
|Level 1 & 2
|Operating System Patching (Linux / Windows / ESXi)
|LAMP Stack Patching
|cPanel and Plesk Patching
Note: The patching service includes quarterly patching for “Basic” and monthly for “Enhanced”
Scope of Services
Hours of Support – 24 x 7 x 365
- Server setup and configuration (RAM, HDDs, RAID) – Cavecreek supplied servers only
- Operating System installation (Current and next previous version)
- Control Panel installation (Current and next previous version)
- DNS Setup
- Installation and configuration
- HTTPD (Apache/IIS)
- Apache and PHP module (ZEND, OpenSSL, cURL, Proxypass, mcrypt)
- User management for ssh and ftp
- Add, remove, update users
- System administration and troubleshooting
- Level I and Level II (Basic and Enhanced)
- Level III (Enhanced only)
Remote hands support (Defined below)
- Hardware upgrades (Cavecreek supplied servers only)
- Hardware repair/replacement (Cavecreek supplied servers only)
Monitoring Services (Ping, HTTP, BB alerts)
- Level 1 (Basic and Enhanced)
- Level II (Enhanced only)
- CPU Usage
- RAM Usage
- HDD Usage
- IO Details
- System Load
- Ping Test
- Port Status (up/down)
- Min/Max bps
Apache / IIS
cPanel / Plesk
Applications (PHP, MySQL, Perl, Ruby, Ruby, ZEND, OpenSSL, cURL, Java, Tomcat)
Mail Services - IMAP, POP & SMTP E-mail services (Round Cube)
- Operating System (Current and next previous version)
Migration Services (Enhanced only)
- Spam Filtering
- POP mail setup for the following: Outlook, Thunderbird
- Postmaster setup assistance
Remote Hands Support
Remote hands support are provided as part of our standard services and are provided at no additional cost. Under this level of remote hands service technicians will provide, but are not limited to, the following levels of assistance:
- Pushing a button, toggling a switch or setting an externally accessible dip-switch.
- Rebooting or power cycling of equipment.
- Reading off serial numbers on equipment to customer
- Providing visual verification (remote eyes) to assist customer's remote troubleshooting efforts.
- Relaying status of equipment status indicators or typing specific commands on a pre-installed console.
- Plug in a console port for remote management by customer.
- Moving or securing a single cable.
- Adding, removing, or verifying a demarcation label.
- Basic troubleshooting of customer equipment.
- Inventorying customer’s equipment or taking digital pictures of equipment and/or space.
- Labeling equipment and cable connections.
- Assisting customer with physically installing, relocating, or movement of equipment.
- Shipping and handling RMA equipment.
- Installing, replacing/removing equipment components (e.g. router/switch, internal module or card, disk drive, memory, etc.) that are hot-swappable and/or highly modular in design.
- Swapping of pre-labeled, pre-ejected, removable media (tapes, CDs, DVDs, etc.)
- Installing or swapping pre-configured equipment or components.
- Installing cross-connects from customer equipment to patch panels.
- Diagnostic and signal testing a circuit with diagnostic equipment.
Initial Setup & Configuration
- Move Public IPs over to the firewall
- Add Address Objects to Firewall
- Each Public Range that is moved over to the Firewall will need to be added as an Address Object.
- Each Public Range that is added as an Address Object will need to have a static route and static ARP added.
- Configuration of VLAN and NAT’s
- Configure Private Network
- The Customer’s Firewall will need to have a Private network configured on the x0 interface in order to translate traffic to their servers.
- This Private Network can be created new or configured to and existing Network the customer may already be using.
- Each Public IP will need to have a basic NAT policy in order to be affective as a Firewall.
- Each NAT can be set to ANY/ANY or can be specified with a basic or well know port. Exp: port 80, 443, 995, 22, 21
- Setting of rules and policies
- Ongoing maintenance
- Firmware maintenance
- User creation
• Setup management interface
• Setup SSH credentials
• Manage SSH credentials
• Backup configuration for customer to store
• Restore configuration from backup
• Add/Remove IP’s
• ADD/Remove VLAN’s/VE’s
• Add/Remove static route