Managed Services

• Unlimited support at a fixed monthly fee
• Leveraged technical expertise
• Pro-active monitoring and maintenance

Monitoring and alerting
Sybaweb is responsible for deployment and maintenance of proactive monitoring, default monitors are put in place, any additional service specific monitors that are required must be requested by the client.

Alerting is setup to alert the Sybaweb service desk, any additional contacts to receive alerts must be requested by the client.

Performance trending and optimisation
Standard system performance monitors are put in place to monitor and track system performance to assist with capacity planning and performance related issues. Additional monitors can be requested by the client.

Optimization on the Service, Operating System, Hypervisor and Storage levels are provided by Sybaweb.

Microsoft patches
Microsoft patches are applied to servers during a weekly maintenance window set by the client. As part of this process servers may be rebooted to complete the installation. Should the maintenance window provided not be suitable on a particular week the client can request that the maintenance window is postponed to a suitable time.

By default only patches classified as critical or important will be automatically applied, optional updates may be installed if it is deemed to provide a benefit or it is requested by the client. Sybaweb may choose not to apply certain patches that have failed Sybaweb testing or have known issues. The client may request that these patches are manually installed. The client may also request that any patch is held back should they require.

Incident, problem and change management
Sybaweb's service desk implements Incident, Problem and Change management based on the ITIL v5 framework. Guaranteed response times are set by priority, which is calculated based on the following table.

  Core Services Support Services Non-Urgent Services
All Users Critical High High
Some Users Critical High Medium
One User High Medium Low

The priority is set by Sybaweb Service Desk Staff, should a client disagree with a priority assigned, they can contact their Sybaweb Account Manager to have the priority reviewed.

Response times for the different priorities are as follows.

Office Hours (07:30-18:00 GMT+2 weekdays):
Critical: 1 hour
High: 4 hours
Medium: 8 hours
Low: 72 hours

After Hours (18:00-07:30 GMT+2 weekdays, weekends, South African public holidays):
Critical: 3 hours
High: 17 hours
Medium: 21 hours
Low: 72 hours

Firewall
A shared firewall/router firewalls traffic from the internet. By default all inbound ports are blocked and all outbound access is allowed. Client may request ports be opened or that the default allow/deny policy is changed on a per client, or per server basis.

Virtualisation
Sybaweb manages all elements of the virtualisation service, which is offered as Platform as a Service. The underlying technologies, hardware, etc form part of Sybaweb's intellectual property and not publicly disclosed. Sybaweb may change these systems without notice, as long as the change has no impact on the uptime or performance of the client's contracted Virtual Machine offering.

Anti-Malware
Vipre Business is deployed and threats found create incidents on the Sybaweb Service desk to be resolved. Licensing, scanning and cleaning are all the responsibility of Sybaweb.

Backups
Backup regimes are setup on a case by case basis and are the responsibility of Sybaweb, details for a specific regime can be found in the Sybaweb Provisioning Report. The client may request changes to the regime at any time, these changes may carry storage, bandwidth and/or software licensing costs.

High Availability (hypervisor/SAN layer)
Sybaweb provides redundant infrastructure to improve the resilience of clients server instances. These include:

SAN - Active/Passive Failover
Hypervisor - N+1 redundant hypervisors are deployed to minimise downtime in the event of a node failure.

Disaster Recovery
Optional DR sites are available on request and vary in cost depending of level of redundancy, VM specification, DR site location and bandwidth requirements for remote site.

Networking, Routing and VPN
All switch and router infrastructure is fully managed by Sybaweb and is located on shared infrastructure. Dedicated infrastructure is available on request and may carry additional costs.

IP addresses and routes are provided and managed by Sybaweb, additional IPv4/6 address space is available on request and may require justification according to AFRINIC policies before requests are granted.