24x7x365 Technical Support

Our helpdesk is staffed 24x7 for servicing all of your technical issues. Additionally, we provide our clients with several ways to reach on-call engineers 24x7 in order to ensure that your urgent, business critical issues are resolved completely to your satisfaction.

Hardware Replacement

Should your server ever experience any hardware issues, we will repair or replace your server so that it is restored to working order as quickly as possible. We maintain an ample inventory of spare parts and servers to deal with any hardware issues that arise.

O/S Updated and Security Patches

Exabytes provides comprehensive Microsoft and CentOS Linux update and Security patch services. Microsoft customers are configured with Windows Update, which is monitored and managed centrally by our Information Security team. General release patches are applied using a customer defined maintenance window. Security updates are typically tested and installed within 8-48 hours of their release from Microsoft or CentOS. Our Information Security team monitors Cert advisories, SANS advisories, Slashdot, Microsoft TechNet and other operating system watchdog services.

Ping Monitoring

Regular ping monitoring from our Monitoring System that checks the server every 60 seconds which are hosted off the network allows us to verify that your server is available online. If your server stops responding to ping requests, our fully staffed, 24x7 network operations center will follow escalation procedures that you, the customer can defined. These escalation procedures can be as simple as having our staff place a phone call or reboot your system, or with our more advanced Managed Services plans, can be as detailed as having us restart services, verify applications are responding, check system logs and/or produce outage reports.

O/S Hardening Service

Hardening your servers can serve to mitigate your risk of being hacked or suffering a denial of service attack by over 90%. Because most hackers use fingerprinting to identify what is running on your system, hardening techniques can hide this information or send misleading information that will make them think, for example, that your Windows 2000 system is a Novell system. This will, of course, cause all of their Novell hacks to be completely ineffective. O/S hardening tactics are frequently updated, and require high levels of security and system administration expertise.

Expert Advice

Our engineers are available to provide you with expert advice regarding any and all server related issues or questions you have. Our engineers are equipped with Microsoft Certified Technology Specialist, Microsoft Certified System Engineers, and Microsoft Certified Professionals, Certified Ethical Hacker or CCNA certifications. We can provide you with recommendations regarding upgrades, performance improvements, third party software, etc.

Service Monitoring

Aside from simple ping monitoring, our Service and Network Monitoring system can monitor various services as requested by the customer. From our systems, we can monitor your server to ensure that services such as FTP, HTTP, SSH and others are not only answering, but also responding as expected. Monitoring requests and specific parameters can be provided by completing a form. If a service ceases to respond as expected, our monitoring service will automatically send a notification to the email address(es) specified by the customer.

Systems Administrative Service

Depending on the Managed Services Level, the customer may get additional operating system administrative assistance. This might include requests to help adjust the operating system to match new service requirements, install software, maintain user policies, etc. Requests can be regularly scheduled maintenance or ad hoc requests.

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