| Included Services | Basic | Active | Proactive |
|---|---|---|---|
| 24/7/365 Server monitoring¹ | + | + | + |
| Response time² to the server problem | 20 minutes | 15 minutes | 10 minutes* |
| 24/7/365 Service monitoring | + | + | + |
| Number of key services being monitored | 2* | 3* | 5* |
| Response time for issues with a key service³ | 20 minutes | 15 minutes | 10 minutes |
| Making a diagnosis for a server / service issue from the moment of response | over 15 minutes | over 15 minutes | up to 15 minutes |
| Analysis of the issue and actions for its prompt resolution. Escalation to the Client’s team if the issue is caused by anomalous (atypical) behavior on the part of the Client. | + | + | + |
| Reporting an issue via a report in the task management system to which the email address you provided is linked⁴ | + | + | + |
| Reporting an issue as part of proactive customer engagement via real-time communication (online chat) | - | - | + |
| Basic configuration of server hardware (Linux/Windows OS) in accordance with the Client's subsequent standards | + | + | + |
| Time for regular maintenance work on the server and key services (per month) | 4 hours | 6 hours | 8 hours |
| Operations with server equipment in a data center | + | + | + |
| Backing up data specified by the Client, at the specified frequency | + | + | + |
| Participation of a Haguards employee in identifying "bottlenecks" that may arise at the interface between the Client's application and platform services. | - | - | + |
| Access to the task management system | + | + | + |
| Number of hours to assist the client when working with the server (per month) | 4 hours | 6 hours | 8 hours |
| Number of hours for client assistance while working with the server (per month) | 1 hour | 30 minutes | 15 minutes |
| Assist in real time | - | - | + |
| Assist task execution time | up to 2 hours⁵ | up to 2 hours⁵ | up to 2 hours⁵ |
| R&D (hours included) | - | - | - |
*Your specific requirements can be accommodated, which will affect the cost of the package. This is discussed on an individual basis.
Monitoring is the continuous collection and analysis of data on the current performance of data storage systems.
«Response» refers to a set of measures aimed at restoring the functionality of a server or service once a problem has been confirmed.
For example, consider the «Proactive» package, which has a 10-minute response time. This means that within this timeframe, we will:
1) identify the problem;
2) conduct a preliminary analysis of the incident;
3) notify you via a direct communication channel if the issue cannot be resolved immediately;
4) begin taking steps to restore the server/service;
5) keep you updated on the situation via a direct communication channel.
Response time is not the same as the time required to restore the server or service.
If the issue concerns a non-critical service, it is not subject to the specified response time, and work on it will be carried out upon the Client’s request.
Integration with other instant messaging systems is possible, which will affect the package cost. This is discussed on an individual basis.
If the task is typical according to the description of the tasks in the block «Our services».
While receiving support from us, you also have the option to commission project-based work (R&D) and purchase additional hours for server-related assistance (Assist).
The table below shows the hourly rate for our technical team, depending on the type of task, your support package, and the task priority:
| Task Type | Priority | Time for completing additional tasks | Basic | Active | Proactive |
|---|---|---|---|---|---|
| Assist | High | up to 2 business days | $70 | $45 | $45 |
| Middle | up to 4 business days | $45 | $30 | $30 | |
| Low | up to 7 business days | $35 | $22 | $22 | |
| RnD | High | up to 2 business days | $200 | $100 | $100 |
| Middle | up to 4 business days | $150 | $75 | $75 | |
| Low | up to 7 business days | $100 | $70 | $70 |