The Standard Service Plan includes the following:

• Managed shared firewall
• Automatic O/S updates for Windows
• 24x7 hardware monitoring
• 99% uptime SLA
• Support
  • Email or phone: 9am to 5pm mountain time
  • Next business day response for virtual machine uptime issues
  • Two business day response time for customer specified MapGuide application issues, billable at $125/hour CAD.  Initial triage is limited to one hour.
  • Regular business hours support billable at $125/hour CAD
  • After hours support billable at $175/hour CAD

An Enhanced Service plan is available for $150/month:

• Managed shared firewall
• Automated nightly backup of virtual machine
• Automatic O/S updates for Windows
• 24x7 hardware monitoring
• 24x7 virtual machine ping monitoring
  
• Off-hours MapGuide Server and Web Server restart
• 24x7 MapGuide website monitoring via HTTP (set up by request)
• 99.9% uptime SLA
• Support
  • Email or phone: 9am to 5pm mountain time
  • Same business day response for virtual machine uptime issues
  • Two business day response time for customer specified MapGuide application issues, billable at $125/hour CAD.  Initial triage is limited to one hour.
  • Regular business hours support billable at $125/hour CAD
  • After hours support billable at $175/hour CAD 

Service Level Agreement (SLA)

OTX Systems guarantees network and virtual machine availabiilty.  For every month where the SLA is not met, OTX Systems will credit the customer one day of base hosting fees for every hour outside the bounds of the SLA up to a maximum of 50% of the base hosting fees.  The customer must request the credit within 30 days of the incident.  Total allowable outage for a given month is 7 hours for 99% uptime and 45 minutes for 99.9% uptime.

For nightly automated backups, OTX Systems will verify that the backups are running on a weekly basis.  Other backup arrangements can be accomodated by request.

Please note:  OTX Systems is not liable for any data loss associated with virtual machine failure or backup failure.