BASE SERVICE

• Physical hosting in Europe, with all active instances in Sweden (unless otherwise specified). 

•   Hosting in Tier-III data centers or equivalent, with 99.9% network uptime.
  

• Grade A SSL (HTTPS) communication encryption.
  

• Data is available on multiple nodes for quick recovery.

• VM and application monitoring.

• Backup [at least 1 image / day].

• The customer can add additional services (additional cost) for example

  • Disaster recovery plan [incl. Backup and recovery plans recovery test].

  • Application and security patches and "hotfixes" [selected applications].

  • Support with license supply and license management.

  • Maintenance and upgrade services [agreed applications / systems].

VM UP-TIME

We work with co-location suppliers who offer at least a 99.9% uptime guarantee.
We can provide 99.9% server uptime (excluding scheduled maintenance).

    *  This corresponds to a maximum unplanned operating time of less than 1.5 minutes / 24 hours or 9 hours / year. 

    * These measured values ​​refer to the availability of the platform itself for all customers. Individual databases may be temporarily available for specific reasons, usually related to the customer's actions or adjustments.

HIGH ACCESSIBILITY

Our data centers are Tier-III certified or equivalent, with N + 1 redundancy for power, network and cooling. Each customer database is replicated in real time on redundant storage in the same data center, so a failure can be remedied quickly in case of hardware failure, with virtually no data loss.

SECURITY

The security of your data is very important to us, and we design our systems and routines to guarantee it. Here are some highlights:

• When used, web connections to client instances are protected with 256-bit SSL encryption (HTTPS with a 2048-bit SSL certificate.
  
  

• Reliable platform - Servers with full hardware warranty, redundant data storage, network and electrical accessories.
  
  

• Passwords provided by us (admin users) are protected by encryption.
  
  

• Safe System - Our cloud servers run current Linux distribution with security patches, as well as firewall and intrusion countermeasures (not shown for obvious reasons).
  
  

• Isolation - Customer data stored in special databases - no sharing of data between clients, no access possible from one database to another.

 

BACKUP AND DISASTER RECOVERY (TARGET)

 

We offer solutions for making incremental and / or image copies and storing backups for up to 90 days depending on your application and choice of services. In addition, we may perform multiple incremental backups on selected systems and or parts of systems during each 24-hour period. After increasing, the customer can download manual backups of their live data for local purposes.

• For a permanent disaster that only affects one server (VM), our typical ** recovery plan has the following metrics:
  
  

  • RPO (Restore Point Target) ** = 60 minutes, ie can lose a maximum of 120 minutes of work

  • RTO (Target for recovery time) ** = 240 minutes, ie. the service will be online again after a maximum of 240 minutes (Standby campaign time - DNS spread time not included)

• For disasters in data centers (an entire data center is permanently down), our disaster recovery plan has these measurement values:

  • RPO (Restore Point Target) = 24 hours, ie you can lose a maximum of 24 hours if the work can not be restored and we have to restore the last daily backups

  • RTO (Recovery Time Object) = 48 hours, ie. the service will be restored from the backup within 48 hours in another data center

** RPO and RTO vary between customers and from instance to instance. The goals depend on the application and the services that the customer has chosen. Contact your salesperson for information specific to your application and instance. These values ​​and goals apply to hardware and VM disaster do not corrupt customer data or databases ..

ADDITIONAL SERVICES

Additional services are charged separately, in accordance with the agreement and in addition to the operating services above.

• Patch services

• Application maintenance services

• Support services and help desk.

• Consulting services

• Mail and DNS related services

• Network operating services

• Application services

• Installation and upgrade services

• Restoration of applications, instances and DB

• Administration of users and AD 
  

• Support for PC MAC and mobile clients
  

SUPPORT AND HELP DESK

 

Our technical support team is available on weekdays from 08:00-1700. Customers can register and follow matters via our customer service portal or use our telephone support service.