Because your servers, desktops, laptops and mobile devices are so vital to your business, LightEdge offers several levels of computer support to ensure that your platforms are performing as expected, secure from viruses and up to date with the latest patches.
| Level |
Basic |
Premium |
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Monthly Pricing
Basic is included with any Dedicated Server Purchase. |
$30/month |
$150/month |
$60/month |
$10/month |
24x7 Telephone Support
Toll Free Telephone based support available 24 hours a day, 7 Days a week. 2 hour guaranteed response time. |
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Basic Support
Basic setup and functionality testing within the LightEdge Data Center. |
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Premium Support
Virtual, or if necessary, physical IT staff that will provide support and troubleshooting for application, operating system or other issues with system performance or operations. |
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Basic Availability Monitoring (ICMP)
Basic up/down testing of your server via ICMP and alerts if your server goes down. Up to 5 tests per month. |
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Network Usage Reporting (SNMP)
Bandwidth reporting for servers available via our Customer Portal. |
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Performance monitoring (ports)
Ability to externally poll TCP or UDP ports to check connectivity and performance |
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Free Remote Hand Requests
Includes Hard/Soft Reboot, Access Request, Cable Moves and Crash Cart services. Requests will be fulfilled 8 a.m. - 5 p.m. for Basic support plan and 24x7 for Premium support plans. |
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OS Patch Management
Operating System Patches, Application Patching and Security Updates are applied on a monthly basis or as needed. |
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Hardware Continuity**
In the event of a hardware failure, the device or failed component will be replaced for up to 14 days with no additional cost.
**Replacement will be maximum of Level 2 Server. |
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Component Monitoring
Component Monitoring utilizes an agent installed on your server to monitor the health of your server's hardware components including disks, RAID controllers, memory and processors. |
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Component Usage Reporting
Component Usage Reporting monitors the utilization of RAM, CPU and Disks. Alerts are sent out as thresholds are hit. |
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Anti-spyware software (Spybot) |
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| Level |
Basic |
Premium |
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| Windows 2003, 2008 (server) |
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| Redhat Enterprise Linux |
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| Novell SUSE Linux |
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| Sun Solaris (8, 9 or 10) |
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| Windows XP, Vista, 7 (desktop) |
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| BlackBerry |
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| iPhone |
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| Palm |
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| Windows Mobile |
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Included in package
Included in package with some exceptions. Please discuss with your Sales Engineer.
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