Virtual Operations

The Virtual Operations service is designed for companies who need to run a reliable web-based solution without employing specialists. The service is based around standard web hosting (shared or dedicated server) but provides a lot more than the standard offering.

Key features include:

• Hosting supplier assessment and selection
• Liaison with hosting provider operations
• Software Installation
• Software Updates
• Server backups (system and database)
• Availability monitoring
• Second-line support
• Database recovery
• Troubleshooting

A specific package can be assembled to meet individual requirements. The service is renewable quarterly or annually as required with fees payable in advance.

Optional services available separately include:

• Domain registration
• Search engine optimization
• Security audit
• Small project service

Our Virtual Operations service is governed by a specific Service Level Agreement, tailored for each customer.

Hosting supplier assessment and selection

You may already have a satisfactory hosting supplier. However, should you need to change we will advise on selection and/or assess candidate suppliers.

Liaison with hosting provider operations

Once a hosting supplier is established there is a need for ongoing liaison, particularly in connection with any issues of security or availability. We speak your language and theirs so we can provide a convenient channel of communication.

Software Installation and Updates

We will ensure that all the necessary software for correct system operation is installed, including updates, patches etc. as they become available and subject to an assessment of their viability. All software will be maintained to the latest stable release, according to our informed judgement.

Server backups (system and database)

It is strongly recommended that recent backups of all systems and data be maintained at all times. We will recommend a backup strategy, carry out the backups and cause the results to be stored at the server site. By special arrangement we will store backups on an additional site (supplementary fee applies). Alternatively you, are free to download your backups to your own location for safe storage.

Availability monitoring

We will monitor the availability of your server from another internet site and, should we detect any significant outages, make this information available to you. By arrangement, we can also escalate any incidents with the hosting provider.

Second-line support

Normally, you will be expected to field all support request from your customers. In most cases you will be able to handle these as they will typically to relate to the normal use of the system. However, you will sometimes discover problems of a more technical nature or receive questions that require more technical knowledge to answer sufficiently. These questions can be forwarded to us and we will revert to you within a defined response period.

Case Tracking

We maintain a case-tracking system for each of our clients. Problems reported in the agreed manner are held in the system and each party can see at any time what is outstanding plus notes on incidents that have been resolved.

Database recovery

In the event of a hardware failure or other severe server incident it is possible that your database could be damaged. Fortunately, your system has been designed to allow recovery from a recent backup. However, the actual recovery task can be complex and requires a careful choice of approach anf a good deal of skill. We will provide this service in the unlikely event that is needed. Our objective is always to get you back on the air as quickly as possible and with an absolute minimum of data loss.

Troubleshooting

With users accessing the system directly, in many cases through less-than-adequate network connections, there is always the possibility of a difficult problem coming to light that is not well-understood. In such cases we will work with you to gather evidence, diagnose and solve the problem as quickly as reasonably possible.

Domain registration

Now that so many companies are offering easy domain registration over the web there are numerous options available to you, the domain owner. We can either carry out any registrations on your behalf or simply advise you how to do this yourself.

Search engine optimization

This is another area where there is a very wide choice of specialized suppliers. We can help by way of introductions and assessments and give feedback on the effectiveness of such service.

Security audit

If data security is a significant issue for your company you may wish to have your web presence independently audited. For best results this should be done by an approved 3rd party. We are prepared to recommend suppliers, support their activities and, with your express approval, provide priviledged access for the purpose of auditting.

Small Projects service

Major enhancements or extensions to your system are best approached as complete projects and should be subject to a proper process of requirements specification etc. However, you may often have small maintenance requirements and wish to have expert help. Our Small Projects option includes an allowance of up to 5 person-days per month for such tasks.