Our Hosting Operations is broken down into three key areas. This creates focus and aligns our resourcing and skills direct with our customer needs.

Hosting Service Assurance

• Facilities Management - Security/Reception, Facilities Operations, Data Centre Policy and control
• Network Operations Centre - Incident Management, 24x7, Availability Management, CAB (Change Advisory Board)
• Infrastructure Management - Maintenance activities required, Patch Management, Tier 3 engineering support (lead engineer), Operations Support – Backup
• IT Security Management - Risk management, Change Detection and Review, Audit and Certifications, Implementation and maintenance of our ISMS (Information Security Management System)

Hosting Service Delivery

• Provisioning - Tier 3 Engineers responsible for building environments end to end – removing any single points of failure, Security, Networking and Server Infrastructure
• Project Office – Project Managers and procurement for leading customer engagements. The Project Office also owns the process via an accountable handover.

Hosting Architecture Group

• Technical Specialists – Own and develop our product architecture, from how we build to run, this includes technical compliance – and the product lifecycle, inception, design, build

Customers have a number of options on how to engage with us

• Management Tools - Service performance, and availability reporting, lodgement of trouble tickets, requests for small moves, adds and changes (e.g. DNS, Firewall and Content Deployment changes) via our Service Desk/Contact Centre.
• Our Network Operations Centre - Our NOC also makes outbound calls – approximately 50% of our tickets are outbound, based on events that they have detected.
• Project Office – as part of an accountable handover from the sales team. We engage our customers and own the process and handover to service assurance – they do not stop there, they are still responsible for 30 days after go live to ensure all expectations have been met.

A strong focus on continuous improvement

Our focus on continuous improvement is built upon industry best practice frameworks.

• ITIL - As a business we have made a commitment to ITIL working through its application
• PRINCE2 - for our project management methodology – every Project Manager is certified P2.
• COBIT- is used across the board as best practice - leveraging the maturity model to help us understand the strength of our people, process and systems and help map out a journey.

Our continuous improvement approach is not random, but planned – linked to established standards

We back up our commitment to continuous improvement by our certifications, each month we employ an external auditor to review and assist, and every 6 months each certification is formally audited (externally) – This helps verify that we practice what we preach.

Want to know more

Contact us today to find out how Dedicated Hosting - Dedicated Servers can benefit your business.