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For most small or medium sized companies, having an IT support department is cost prohibitive. We maintain Linux servers of all sorts for customers across Scotland, why not let us be your virtual IT department — with a local touch.

We offer three standard levels of Service Level Agreement (Amber,Opal, and Sapphire) with fixed monthly costs, offering various minimum service availability to suit your particular needs; please note that pricing is available on a per server basis, should you require differing levels of support per server then you can mix and match as neccessary. These service level agreements can cover server supplied by us and servers supplied by others, as long as they are considered suitable by us following an on-site visitation.

What we can provide under our Server Maintenance Contracts:

Daily
  • Backup user data and critical files as necessary



Weekly
  • Check server logs
  • Check storage device statistics
  • Review daemon statistics
  • Check server disks for errors
  • Update security patches at both OS and application level




Monthly
  • Review users and objects on the network to make sure that there are no intruders, obsolete accounts, or unauthorized accounts
  • Test backup devices




Yearly
  • Perform hardware preventative maintenance
  • Load test UPS batteries


Amber Service Level Agreement


This service level includes all the pro-active system management services, including regular software updating. Adept Open Source Solutions Ltd. will strive to achieve server availability of at least two nines (99.0%, up to not more than 3.7 days of downtime) a year. We would expect to dispatch an engineer on the same day of any problem being logged which could not be solved remotely, however the cost of the callout is not covered under this maintenance agreement. Engineer time IS covered, so you only pay callout which varies according to your geographic location.

Opal Service Level Agreement


As Amber, above, including guaranteed response times on occasions of server/system problems during business hours (9AM-6PM Mon-Fri). After the call is logged, you are guaranteed:

  1. Telephone response within 2 hours
  2. Remote assistance on machine within 2 hours
  3. Engineer dispatch within 4 hours for problems which cannot be solved remotely
  4. Callout & engineer costs are included

Target restoration of services affected by software problems within six hours of initial response. Guarantee of at least two nines server availability (99.0%, up to 3.7 days downtime) a year.

Sapphire Service Level Agreement


Extending the above Opal system maintenance agreement to a 1 hour
response service on occasions of server/system problems (9AM-6PM Mon-Fri).

  1. Telephone response within 1 hour
  2. Remote assistance on machine within 1 hour
  3. Engineer dispatch within 2 hours for problems which cannot be solved remotely
  4. Callout & engineer costs are included

Target restoration of services affected by software problems in within two hours of initial response. Guarantee of at least three nines server availability (99.9%, up to nine hours downtime) a year.


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