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IKOULA managed services offers are based on a common base of commitments on which we added three levels of services to adapt the the different specifications of companies.
Our commitments :
Maintenances of your IT devices
Guarantee of materials during all the contract.
Technical support via your dedicated interface, but also by e-mail
Our team of experts available and watching on your machines
Our 3 levels of services
SILVER : Relying on professional infrastructures and network, this level guarantees customer and material support, combined with a layer of general supervision
GOLD : Added to the services included in SILVER level, we had a tailored supervision layer, and assistance with the OS management.
PLATINUM : The most complete level, including all the previous services and guarantees the full management of the company's SI with a dedicated team of technicians and the overall management of the OS as well as the software layers.
You can request a personalized quote to our sales team who can be reached by phone or email.
You will get an answer within the next 24 hours maximum. Our technical .
SILVER level Guarantees customer and material supportContact us | GOLD level SILVER + tailored monitoringContact us | PLATINUM level GOLD + Full management of the infrastructure (Consulting, evolution, technical management, …)Contact us |
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24x7 technical support by email | |||
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Dedicated and secure customer interfaces (invoicing, statistics, reports, etc.) | |||
Direct contact with a qualified expert within the Data Center | |||
Tickets answered by qualified technicians | N1 | N1 | N2 |
Set up of the backup policy by the customer | |||
Dedicated sales engineer | |||
System (CPU, RAM, Hard disk...) and application monitoring, monthly report by email. | |||
SLA : 99.95% | |||
Guaranteed Time of Intervention (GTI) by email | 6h | 4h | 2h |
Guaranteed Time of Intervention (GTI) by phone | 30min | 15min | 15min |
Proactive GTI after finding the problem | Best effort | Within 1h | Within 30min |
Guaranteed Time of Replacement (GTR Hardware) | Within 12h | Within 4h | Within 4h |
Backup volume | 50 GB | 100 GB | 100 GB |
Daily check of Backups | Optional | Optional | |
Customization of the monitoring procedure (items, thresholds and alert levels, subject to validation) | |||
Alert management support | * | * | |
Ramp-up management (Driving you to the best solution) | |||
Technical support by phone 24x7 | Optional | Optional | |
Monthly time allocated to customer requests (excluding included services) | Optional | 30min / server | 1h / server |
Dedicated Firewall | Optional | Optional | |
Proactive proposal for the evolution of your infrastructures | |||
Support for full system administration (web and database, only excluding the application management) | |||
Application of customer authorized security updates | Optional | ||
Account manager | Optional | Optional | Optional |
Disaster Recovery Plan - Data hosted in 2 different Datacenters | Optional | Optional | Optional |
Commitment period | 12 monthes | 12 monthes | 12 monthes |
Ideal for non-critical services, with a need of computing power.
Suitable for high stakes and/or critical services, requiring high availability / redundancy
Corresponds to the hosting of highly-sensitive data, in accordance with the Security Assurance Plan of large organisations.
Perfect for a team of web developers or for small web agencies. Our experts will assist and guide you in the construction and development of your infrastructure.
Aimed at highly-sensitive services , requiring high availability / end-to-end redundancy, and supporting strong and punctual scale-ups.
Naxos therefore had a double problematic, first to ensure a quality of service to maintain its important infrastructure, but also to ensure a high availability for this infrastructure. This is why it was essential for Naxos and its 3 million monthly visitors to be able to count on a professional and efficient webhoster, and, above all, on a team available at all times and able to answer all their questions, anticipating the slightest problem and developing their infrastructure as needed.
See moreAs a SaaS software publisher, we needed a highly secure infrastructure. IKOULA teams have halped us to create and set-up a tailored and secured infrastructure and guided us on daily basis so we could focus on our core activity
www.micrologiciel.comADELE.ORG is a platform designed to help students finding accomodations or university residences. Due to its activity, the service experiences peaks of activity several times a year, and had to find a host capable of guaranteeing the platform to operate without interruption, while allowing it to evolve quickly in the event of scaling up. The expertise of the IKOULA teams reassures us, and provides students and young workers, but also our employees managing the leases, with an optimal platform.
www.adele.org