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[Tide Point Data Center]

COMMON SERVICES:

Tide Point Technical Response Team (TRT):

The Tide Point Technical Response Team support system is activated when any threat or problem is detected in your systems from application or operating system failure to a denial of service attack. This team of trained personnel is structured to provide you with the right level of support when you need it. Depending on your needs for system and application availability, the Tide Point Technical Response Team can adapt their support structure to provide you the type of support you require. Service is billed in 15-minute allocations within committed service blocks or as needed. Prepay service contract customers will hold priority in the event of multiple service requirements.

IP Addressable Power Distribution Units (PDU)

For those customers that desire an additional level of system administration, TPDC can provide IP addressable and controllable power distribution units (PDU). These units allow you to turn individual outlets on and off from a web browser. If your system is locked and you do not what to utilize the Tide Point Technical Response Team, you can now log in to your PDU and shut off the individual power outlet feeding the locked system which will power cycle the machine. The control unit will even allow you to shut down power coming from redundant PDU to systems with redundant power supplies.

Basic Network Monitoring:

Tier 1 Monitoring- Included at no additional charge for every colocation customer, Tide Point Data Center Network Operations Center (NOC) will monitor network connectivity to the customer rack. Given access, TPDC-NOC will ping the customers firewall, border router or switch. Pings will be sent every five minutes. If any three successive pings fail, an error message will be emailed to the customer point of contact (POC) and TPDC. Additionally, TPDC will call the customer POC within 45 minutes to further inform them that a failure has occurred within their system. TPDC staff will work with the customer POC for any additional services required by the customer under the Tide Point Technical Response Team Program.

Advanced Network Monitoring:

Tier 2 Monitoring- In addition to the Basic Network Monitoring, TPDC will monitor additional devices within a customer’s rack. The first five (5) devices are included in Base Silver Service Monitoring. Pings will be sent every three minutes. If any three successive pings fail, an error message will be emailed to the customer POC and TPDC. Additionally, TPDC will call the customer POC within 30 minutes to further inform them that a failure has occurred within their rack. TPDC staff will work with the customer POC for any additional services required by the customer under the Tide Point Technical Response Team Program.

Tier 3 Monitoring- In addition to the Silver Service Plan, TPDC will monitor five (5) IP ports within each rack. Pings will be sent every three minutes. If any three successive pings fail, an error message will be emailed to the customer POC and TPDC. Additionally, TPDC will call the customer POC within 20 minutes to further inform them that a failure has occurred within their rack. TPDC staff will work with the customer POC for any additional services required by the customer under the Tide Point Technical Response Team Program. Additional ports can also be monitored to provide further system information to the customer and TPDC. Examples include HTTP, HTTPS, DNS, telnet, mySQL, SMTP, POP3, FTP, SSH, GRE.

Tier 4 Monitoring- In addition to the Gold Service Plan, TPDC will monitor five (5) customer defined SNMP traps. In the event one of these traps is generated, an error message will be emailed to the customer POC and TPDC. Additionally, TPDC will call the customer POC within 10 minutes to further inform them that the trap has been generated. TPDC staff will work with the customer POC for any additional services required by the customer under the Tide Point Technical Response Team Program.

Data Back-up and Tape Rotation:

Weekly On-site Tape Storage- For servers configured with backup devices, TPDC will manage weekly rotations on a 13 or 26-week schedule. TPDC staff will exchange backup media every weekend through the schedule period. At the end of the schedule period, the first backup media will be reused and the process will continue. Depending upon customer requirements and business needs, the rotation day can be varied. (media charges not included)

Daily On-site Tape Storage- For servers configured with backup devices, TPDC will manage daily rotations on a 14 or 28-day schedule. TPDC staff will exchange backup media every day through the schedule period. At the end of the schedule period, the first backup media will be reused and the process will continue. (media charges not included)

Weekly Off-site Tape Storage- After the current media is exchanged as with On-Site Storage. It will then be shipped to an off-site storage facility outside Baltimore. Depending upon customer requirements and business needs, the rotation day can be varied (media charges not included)

Daily Off-site Tape Storage- After the current media is exchanged as with On-Site Storage. It will then be shipped to an off-site storage facility outside Baltimore. (media charges not included)

Off-site Real-time Back-up- Internet based electronic backup for customer-selected data. Backups can be performed continuously or scheduled to reduce bandwidth requirements during peak periods. Pricing is based upon the amount of data protected with a minimum of 2GB.

One-time long-term storage- Based on your needs, TPDC can create a one-time backup for your data. This data could be used to permanently archive month-end system status, quarterly financial records, or year-end business records. These backups can be designed to archive the same data that is regularly scheduled or any amount and configuration of data requested.