Premier Hosting understands the importance of server availability to our customers. We have developed the following levels of service to ensure maximum performance and uptime.
The Premier Hosting Service Level Agreement provides commitments in two key areas:
Network Uptime 100%
Premier’s hosting service guarantees that the network will be available at 100% of the time in a calendar month, excluding scheduled maintenance. Premier will credit the customer 1 day’s fee if downtime exceeds 0% of that month. Premier will credit the customer an additional 1 day’s fee for each additional 60 minutes of downtime (up to 100% of customer’s monthly fee).
Network downtime is measured from the time a trouble ticket is opened by a customer to the time that the server can receive and transmit data. Network uptime includes functioning of all network infrastructure including routers, switches and cabling.
Hardware 1Hour
Premier’s hosting service guarantees the functioning of all rented hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Premier identifies the cause of the problem.
Hardware replacement is guaranteed to be complete within 1 hour of problem identification. In the event that it takes us more than 1 hour to replace faulty hardware or provide a similar specification server, Premier will refund the customer 1 day’s fee per additional hour of down time (up to 100% of customer’s monthly fee).
This guarantee excludes the time required to rebuild any RAID array. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server rental.
Premier is committed to providing services at a standard of excellence commensurate with the best practice in the industry.
1. Premier’s Complete Hosted Management Solution
Premier complete management solution is a cost-effective method of contracting us to implement a flexible and intelligent approach to managing your infrastructure dependent on your needs.
Support
Premier’s 24x7x365 support system provides you the security that you need. Our engineers are on hand for any issues you may have, additionally, senior engineers and management are always on-call in the event of an emergency. Our no-nonsense approach to support is designed to be clear and easy to understand and has been praised in the media,
Flexibility
All businesses have different requirements that cannot be reduced to standard packages of service and support. Premier Hosting understand that every setup and every application is bespoke; we work with customers on a consultative basis to ensure that every solution that is sold is customised to the correct fit for the needs of the business.
Our flexibility extends throughout the design and proposal stage of a project through to support and ongoing changes. We understand that your requirements may be unique and will work with you to ensure a premium level of service no matter what you require.
Intelligence
There are often multiple ways to solve a problem or design a solution, by combining the decades of experience from our engineers and relationships with leading vendors we can ensure that the solutions we deliver are the right fit for your business. We will not over-complicate solutions or add components that are unnecessary but will provide clients with intelligent, flexible solution proposals that meet their needs and desires.
We understand that no one knows your application like your technical team but we have the skills and experience to be able to offer advice and recommendations on virtually any solution.
Premier gives all clients access to our unique and powerful customer management portal. The portal empowers customers to view their servers live monitoring data, raise support tickets, manage firewall rules request reboots and a host of other features.
Tied to our internal systems management tools it gives you up to the second information about your environment, whenever, and wherever you need to know. Historical information and trending can be viewed at any time to observe server capacity and performance allowing intelligent and pre emptive decisions about scaling and upgrading solutions.
All our tools are bespoke, written in-house and developed on a continual basis, this allows us to add and tailor features for any specific requirement that your may have.
Monitoring
Premier’s bespoke and sophisticated monitoring solution gathers statistics and performance metrics from your environment. It both alerts our support staff (via SMS and email) of any issue and allows you visibility of your infrastructure performance at any time. Tying into the Dell OpenManage system present on all managed servers we are able to obtain and record deep level metrics from your entire environment.
Metrics and graphs are always available directly to you via the My.Premier Hosting portal so you can have peace of mind that everything is running as it should as well as look at trends and plan future capacity.
The monitoring platform provides the following core elements:
- Monitoring of Internet bandwidth
- Monitoring of network services (Web, Mail, FTP etc.)
- Monitoring of host resources (processor load, RAM & disk usage, etc.)
- Monitoring of network utilisation
- Monitoring of disk IO performance
- Customer notifications, via email, when service or host problems occur and are resolved
- Ability to define event handlers to be run during service or host events for proactive problem resolution (I.E disk approaching maximum capacity)
These functions allow our support team to proactively deal with potential faults before they happen by ensuring that critical components such as CPU, Memory and Disk do not exceed the available capacity.
Should capacity become a problem then they can advise before a failure or degradation of service, giving recommendations and project managing hardware upgrades.