Zealous! Support

Orcon delivers Zealous! Support as standard, with the option to upgrade to Zealous! Support Premium should you need that extra piece of mind.

Zealous! Support Standard (included)

The Zealous! Support team services are available for day-to-day enquiries including access to Zealous! Email response and 24x7 phone support allowing technical enquiries including; faults resolution and reporting on the following basis:

• System Design and Deployment Consultation: Customer assistance is provided in determining customer's requirements, then the procurement, build and deployment of customer selected infrastructure is delivered.
• Server Hardware Monitor and Alert: Every five minutes the main server components are checked that they are responsive. A failed check results in additional checks spaced one minute apart. If the failure continues, notification is sent to the Zealous! Support team to respond too. Service is dependant on software and hardware configuration.
• 100% Hardware Uptime Guarantee: Guarantees the functioning of all server hardware components and replacement of any failed component within one hour at no cost to customer. In the event where faulty hardware replacement takes Zealous! support more than one hour perform, customer receives a credit of five percent of the monthly service fee per additional hour of downtime, up to one hundred percent of the monthly fee of the affected server. Hardware downtime is measured from the time Zealous! Support identifies the cause of the problem to the time the problem is resolved. This one hour guarantee applies to hardware, not software.
• 100% Network Uptime Guarantee: Guarantees the network will be available One Hundred Percent of the time in a given month, excluding scheduled maintenance. Network downtime exists when the server is unable to transmit and receive data across the core of the iSERVE network. (Excludes Internet). Upon experiencing downtime, a customer credit of five percent of the monthly fee for each thirty minutes of downtime (up to one hundred percent of customer's monthly fee for the affected service).
  The monthly fee is, the equivalent monthly fee agreed with the client prior to commencement of the contract, and will consist of hardware lease fees, network service fees and bandwidth. The equivalent monthly fee will not include fees for items such as software license fees, labour charges and fees paid to 3rd party providers.

Zealous Support Premium (optional upgrade)

The Zealous! Support team services are available for day-to-day enquiries including five instances of system administration, faults and reporting services 24x7 plus a reduced ongoing hourly service fee thereafter.

Included is operation system patch management, server hardware and software monitoring and manage. Monitoring and Patching are not compulsory and available by solution deployment and configuration. Customer has 24x7 access to the Zealous! Email response team along with 24x7 phone support allowing technical enquiries including; faults resolution and reporting on the following basis:

• System Administration Support Instances: Zealous! Support Premium includes technician support for system administration services where five instances of Zealous! Support instances are allocated per server per month under the following conditions;
  
  • Service hours support = Minimum 1 instances per 30 minutes
  • Outside business hours support = Minimum 2 instances per 30 minutes.
  Support instances occur when the customer emails or calls Zealous! Premium Support for system administration support and excludes development services.
• Server Monitor and Respond: Every five minutes customer specific software and hardware is checked that it is responsive. A failed check results in additional checks spaced one minute apart. If the failure continues, a notification is sent to the Zealous! Support team to respond to and take appropriate action to diagnose and repair if required, without prior notification to customer. Service is dependant on software and hardware configuration and Orcon response is logged as a support instance.
• System Administration and Operating System Security Patch Management (included with Zealous! Support Premium, when vHOST or vSERVER deployed): Orcon provides ongoing OS patching and reviewing services for one server instance on a monthly basis. Included are the following:
  • Check for Security Bulletins and patch as necessary
  • Performing Microsoft Baseline reports as necessary
  • Evaluate if/when patches should be applied based on server purpose and status
  • Server health checks
  • Make general recommendations
  Any further System administration technician time needed, either upon request by the customer or agreed after general recommendations are made may incur Orcon technician fees over and above the agreed monthly charges. These fees are based on Orcon's Zealous! Support plans.