HostVentures offers flexible support options designed to accommodate requirements ranging from maximum availability to non-mission critical applications.

Support Tier Comparison

System Layer	Examples	Comprehensive	Managed	Hands-Off
Application & Database Servers	Microsoft IIS, Apache, ASP, .Net, J2EE, PHP, Ruby, Python, Oracles, MySQL, Sybase, DB2, more...
Operating Systems	Microsoft Windows Server, Linux, Unix, Solaris, BSD, etc...
System hardware	Servers, Storage (SAN), Firewalls, Load Balancers, Switches
Network Connectivity	Diverse fiber, multiple Tier 1 Carriers, Redundancy
Data Center Infrastructure	Cooling and HVAC, Electric Power, UPS, Backup Generators

Support Tier Descriptions

Comprehensive Support

Design Reference

• Site Availability @ 99.961% or 28.8 Hours a year
• Applications requiring maximum availability
• Organizations needing to hand-off all support aspects of their infrastructure

Items Covered

• Electric Power, UPS, Generator
• Cooling
• Network Connectivity
• System hardware, servers, networking equipment
• Operating System
• Off-shelve software components such as web servers, email systems, databases

By selecting the Comprehensive Support plan, an organization entrusts their entire infrastructure and range of system management tasks to our engineering support team. With this support approach the customer delegates accountability and responsibility for maximizing availability and uptime to the HostVentures Support team. Support is provided round the clock, 24/7/365 and all Managed infrastructure components are proactively monitored with automated alerts and response.

The only work that is billable under the Comprehensive Support plan includes customer requested project work such as major infrastructure alterations or enhancements, performance tuning, etc...

Managed Support

Design Reference

• Site Availability @ 99.749% or 22 Hours a year
• Applications requiring high availability
• Organizations who wish to support only their applications and not be involved in operating system maintenance

Items Covered

• Electric Power, UPS, Generator
• Cooling
• Network Connectivity
• System hardware, servers, networking equipment
• Operating System

The Hostventures Managed Support plan is geared towards experienced customers with unique custom developed applications running on top of popular operating systems, like Windows Server 2003/2008, Solaris, Linux, FreeBSD or OpenBSD. Under the Partially Managed plan, HostVentures will maintain the operating system while the application management tasks remain the responsibility of the customer. In the unlikely event of a hardware failure, Hostventures will replace a failed component within agreed upon SLA's (Service Level Agreements) or alternatively, migrate a customer to a different hardware platform in order to restore the service.

Infrastructures under the Managed Support plan get high priority for covered items, while application issues and non-covered items are handled on a best-effort basis. Work performed to remedy or address non-covered items is billable to the customer. Support is provided round the clock, 24/7/365 and all covered components are proactively monitored with automated alerts and response. Items not covered are billable to the customer at agreed upon rates.

Hands-Off Support

Design Reference

• Site Availability @ 99.961% or 28.8 Hours a year
• Applications not requiring high-availability that are not missing critical
• Organizations who wish to be responsible for all aspects of their own hardware, operating systems and applications

Items Covered

• Electric Power, UPS, Generator
• Cooling
• Network Connectivity
• System hardware, servers, networking equipment

Under the Hands-Off Support plan, all customer support inquiries are addressed on a best effort basis. Support is provided round the clock, 24/7/365 and all covered components are proactively monitored with automated alerts and response. Items not covered are billable to the customer at agreed upon rates.

The Hands-Off Support plan assumes that all aspects of operating system, applications software, hardware maintenance are a direct responsibility of a customer. Support priority will be given to Managed and Partially Managed Infrastructure plans, customers choosing Un-Managed Support do not require high-availability.