Industry Leading Management and Monitoring Service Levels
ControlCircle offer industry leading service level agreements (SLA), with the Premium service of providing a 90 minute call out time through out the UK. Your SLA will provide:
24/7 technical support with a dedicated 'One Technical Point of Contact' policy for all clients includes: Parallel, proactive network operation centres (NOCs) - engineers located in Ireland and Docklands to provide resilient, responsive monitoring Bespoke customer portal for customer access of graphical monitoring trends, logs and configuration information. This sensitive information is protected by a SecurID logon system. Problem notification is sent to the client within 15 minutes via defined communication channels along with appropriate escalation processes.
For high-availability networks there are two levels of emergency hardware replacement:
1. Hot Swap - every device in your network can have an identically configured device waiting on stand by at your hosting facility. In the event of failure our engineers can swap devices in 90 minutes. With highly redundant N+1 fail-over architectures this gives the highest level of protection against unscheduled downtime.
2. Cold Swap - ControlCircle will hold an equivalent device on your behalf and at a point of failure will configure it identically to your failed device and then facilitate swap-out.
