Managed Services

Dynamic Dedicated Support

RackForce's Managed Support provides 24/7/365 monitoring and proactive response to alerts from monitored services. RackForce can help you free up your IT and Manage your Virtual Servers, your Dedicated Servers, Network or Colocation - what ever your need we can take care of it. Our goal is to help you focus on your business and applications and we take care of the rest.

Items you can choose with RackForce include:

O/S Patch Management Services:

RackForce provides O/S Level Patch Management services for Redhat Enterprise Linux, SuSE Linux, CentOS, Windows Server 2003, and Windows Server 2008. Patch Management consists of installing vendor security patches, O/S updates, and service packs.

Enterprise Backups:

Tivoli Storage Manager (TSM)

RackForce provides data backup services utilizing IBM's Tivoli Storage Manager (TSM). Leveraging an IBM SAN and LTO 4 Tape infrastructure, RackForce's TSM backup solution backs up to disk then moves the data to tape with smart data store technology. TSM is fully automated and its centralized policy management system allows authorized customer users to dictate which files are included or excluded from backups. Custom management classes are available for an additional cost allowing customer to customize backup frequency and version retention policies.

A specific amount of backup space is included in the monthly cost as indicated in the Statement of Work. Additional Backup data overages are calculated monthly and billed separately.

IPS Data Vault

RackForce's IBM IPS Data Vault - remote data protection is a new offering for business resiliency and continuity services that provides automatic, security-rich and offsite information backup and recovery service for servers-file, database and e-mail and PCs.

• Delivers a turnkey service focused on distributed or remote environments that includes the hardware and software plus the monitoring and management capabilities necessary to implement an effective data protection strategy
• Reliably protects mission-critical information by providing continuous, bandwidth-efficient, deduplication, network-based daily backup to a data vault located at a remote RackForce Data Center
• Delivers rapid, user-initiated, Web-based data restores - virtually anytime, anywhere
• Offers a "pay-as-you-use" pricing model that helps ensure predictable monthly costs and requires no capital investment; the service is priced according to the amount of data protected (cost/GB/month)
• Provides clients a complete approach to business resilience by incorporating information protection services into their overall business resilience plan

Help Desk Service Level Objectives:

RackForce endeavors to respond to and begin trouble-shooting for any support ticket opened, either by RackForce monitoring systems or by the customer through the RackForce Customer Service Center, within thirty (30) minutes of the opening of the trouble ticket. Service level objectives and escalation objectives for critical service trouble tickets are indicated below.