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Hosting Comparison - SLA SUPPORT OPTIONS FOR MANAGED HOSTING

Virtual Internet are very clear on their Managed hosting services and support offered. Our two main service level agreements for Managed hosting, Advanced and Proactive, provide different levels of service, in that Advanced offers a 24/7 support service on request, whilst the Proactive involves your own engineer working proactively for you and your service. Should you find something that you require in an SLA is not included, then speak to us about our Custom SLA.

Advanced & Proactive SLA Comparisons

Service	ADVANCED SERVICE LEVEL AGREEMENT	PROACTIVE SERVICE LEVEL AGREEMENT
Network Availability	99.999%	99.999%
Advanced Email Support	Included 24/7/365	Included 24/7/365
Telephone Support	Included General issues: 24/7/365 Emergencies: 24/7/365	Included General issues: Dedicated Personal Engineer 24/7/365 Emergencies: 24/7/365
Hardware Management	Standard & Fully managed Failed server or component replaced within 2 hours*	Fully managed Failed server or component replaced within 1 hour*
Server Monitoring Services	Monitor up to 10 services Alert notification via SMS and email	Proactive monitoring and fixing Pro-active telephone response from VI Engineers and pre-defined action when server or services detected down
Managed Back-up	Optional Extra - Daily incremental, weekly or monthly options 14 days on-site retention	Included 30 days on-site retention Daily incremental 3 months off-site retention (archived monthly)
Managed Firewall	Optional Extra Standard or Fully managed CISCO PIX 501/506E or 515ER	Optional Extra Fully managed CISCO PIX 501/506E or 515ER
Managed Operating System Patching	Automatic patching or specific patches by request	Proactively Fully Managed for you
Anti-virus	Included (Windows Only) Corporate Edition	Included (Windows Only) Corporate Edition
Operating System Management	Optional	Included

Downloads : SLA Service Documents

Available from your Account Director or the Sales Dept on 0800 11 77 44