Essentia is committed to fully supporting our customers and their initiatives around Open Source Communities, Online Customer Experience, Rich Internet and OnDemand. Our core expertise in the hosted model and support will enhance customer experience with reduced cost and time much the long term.
Essentia maintains its data center with a SAS-70 Type II certified co-location facility. Our customer’s data is protected in secure areas with 24x7 physical security, multiple levels of authorization and authentication including hand scans, and redundancies at many levels for power, network, storage and servers. Key attributes of our hosting services are highlighted.
• Security – our highly secure and SAS 70 Type II certified facility is protected by both physical and electronic measures 24 hours a day, 7 days a week.
• Reliability – all key server processes are monitored every 24 hours a day, with alerts sent by email and optionally SMS messaging.
• Service Level Guarantee – our service comes with a comprehensive SLA, backed by our skilled technical support team. We also offer tailored service level agreements to meet our client’s specific needs.
• Resilience and disaster recovery facilities – automatic failover and automated replication of key data can be scheduled to our secure disaster recovery facility ensuring maximum resilience for your critical business needs.
• Performance Test – Load testing to validate system scalability and capacity; establish baseline performance of business transactions under load; validate redundancy/fail-over; diagnose and resolve bottlenecks.
• Performance Management – Performance monitoring of business transactions; early warning via configurable transaction performance targets; performance graphed over time; drill-down to resource utilizations to diagnose root-cause.
• Problem Management – 24/7/365 operational support; named-engineer-on-call; trouble ticket system; customer portal for remote monitoring & reporting.
Customers will be provided with the user administration privileges and will be responsible for all users allowed access to the system. Customer’s data will be backed-up every week and stored offsite for 3 months. Restoration from backup will be tested once a month. Essentia will provide access to the Hosting Services Desk through both a US and international toll line for support inquiries, accessible through email, web and telephone. For all calls reported during Service Hours, a Hosting Service Specialist shall determine if the question can be answered or problem resolved immediately over the telephone. If the problem cannot be resolved immediately over the telephone, the Hosting Service Specialist will:
(a) assign a priority code to the call;
(b) provide a good faith estimate for the time required for resolution, having regard to the nature of the question or problem and the priority code assigned to it; and
(c) attend to each Customer service call in the order of the priority codes and date of receipt of the call.
Essentia will remotely repair reported issues that prevent the Hosted Services from operating in conformity with the requirements. Response times are set forth in the following table:
Hosting services can be custom configured to meet specific needs of our customers. Typical upgraded services include the following
• Custom Backup – An alternative NAS backup solution for DMZ-use and others
• High Availability Server – Custom disaster recovery and staging solution
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