Product Overview. UNIFIED COMPUTING Interoute Database & Application Management

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1 Product Overview Interoute Database and Application Managed Services provide our clients with the peace of mind that their systems are managed by a team of experts around the clock. Our proven pedigree spans three decades, working with over 300 customers to manage their key databases and applications. Work with us and you will have some of the best, most respected DBA s and application specialists at your service. Our goal is to provide you with a service that provides reliability, performance and year on year cost savings. We will treat will treat your environment as if it were our own, manage it 24x7 and work with you to help plan for future growth and development. 1

2 Building a service that adapts around both your business and system needs We recognise that not only does each organization have different in-house capability and requirements for support but systems also vary in their criticality and maintenance needs. A customer for example, may require a higher level of support for a system which is business critical and a different support needs for the staging environment. Another example could be that a customer may require a 24/7 managed service for Oracle because they have no in-house skills alongside a need for limited 8x5 support to cover a SQL Server database where there are a few in-house specialists and they are exposure during holiday periods. That s why we have created three easy to understand support levels that can be applied at an individual system level, allowing our customers to personalize their own service agreement. Industry leading accreditations Interoute are one the leading service providers in Europe providing consulting, implementation and managed services for both Oracle and Microsoft technologies. Our position as both an Oracle Premier and Microsoft Gold partner complements our open source capability to provide a comprehensive set of services to our customers, backed by the vendors. Interoute Intelligent Monitoring (IIM) IIM is an advanced monitoring platform which combines the best of breed commercial tools with internally developed technology. The unique architecture aggregates customer events and alerts from all supported technologies to provide real time intelligence and provide instant root cause analysis. The highly resilient architecture is built on Interoute s cloud infrastructure to maximize uptime and offer extendibility to monitor customer systems in third party or on-premise locations. This hybrid, location agnostic approach to monitoring allows Interoute to provide the same level of proactive service for our customers regardless of where your systems are and whether they sit on dedicated servers or a cloud platform. A customer web portal that drives automation and transparency The MyServices web portal offers our customers real-time information on events, tickets and a range of real-time information relating to your services. Our API centric approach provides our clients the ultimate in flexibility for ticketing and reporting. Our web portal RESTful API s allow customers to automate everything from opening tickets, reporting and even editing information real-time. This allows our customers to either integrate their own helpdesk system or even to develop an entirely different web front end. 2 2

3 Example Implementations Web Presence: Web environments act as our clients interface to their customers and reputation can won or lost based on the uptime and performance. With users demanding a richer application layer experience, Web technologies are becoming more complex and administrative heavy. Application and database managed services can offer our clients a fully managed services which includes web services such as Apache, Weblogic and IIS, plus backend database technologies. Multi-Vendor Database Management: Managed multi-vendor, multi version database environments are a reality for many companies. If you have business applications, our customers will typically have a backend of Oracle or SQL Server and then a Web infrastructure using technology like MySQL. Interoute Database management allows our customers to build a service which complements their internal DBA skills. For database s where there is an high level of internal knowledge and support coverage, the Assist service would provide extended support capability for a low cost and for technologies where there are limited internal skills Managed or Critical services allows Interoute to own the operational responsibility with full integration to your internal team. The end result is a consistent support model which provides enhanced services for the databases where skills are weak internally. ISV SaaS Enablement: The hosting of a single or suite of applications either as part of a SaaS architecture or corporate requirement is a common requirement. The ability to utilise dedicated or cloud servers to suit the application or compliancy demands ensure a flexible deployment model without physical constraints. An overlay of a database managed service is a popular option for ISV s which allows them to focus on the application layer. Managed Exchange: Outsourcing the management of Microsoft Exchange is a great way to free up system administrators and allow a team of specialists to look after your business critical system on a 24/7 basis. Typically our customers also choose Interoute to host the service and take our popular Exchangecloud package which provides a SaaS delivery model. Consulting: Our dedicated team on consultants are available to perform a range of work which includes major upgrades, installation, training and customisation. 3 3

4 Technical Service Details The below software list represents our standard capability, in addition Interoute also provides support for associated technologies and legacy editions, however available support levels may vary. Technology Product Major Version Assist Managed Comprehensive Databases Microsoft SQL Server Oracle Database c 11g Oracle MySQL 5.x Web Servers 7 Microsoft IIS 6 Apache HTTP Server 2.x Application Servers Oracle Weblogic 12c 11g R1 11g Oracle Application Server 10g Exchange Server 2010 Applications Active Directory - Remote Desktop Services - Enterprise Applications Oracle E-Business Suite 12.x 11i 4 4

5 Options To help our customers make the right decision for their own needs we have create 3 support packages namely Assist, Managed and Comprehensive. These can be applied at an individual system level, to build a contract that fits your needs. Assist: Assist is designed for customers who only require ad-hoc support escalation to Interoute s application management team. Our support is delivered on a customer request basis only and our stance is reactive. This service is designed for customers who already have the internal expertise to manage the technology and only need to escalate non-urgent issues when they need access to additional expertise. Managed: The Managed level of service is designed for customers who need Interoute to own the management responsibility for the technology and require a proactive response to issues. This 24x7 service level is ideal for customers who have an established environment that requires comprehensive support but isn t subject to large volume of change or on-going development or upgrade. Comprehensive: Our Comprehensive Service includes the same high level of proactive support and monitoring provided by Managed, but offers an uncapped level of request fulfilment and a number of consulting days included in the agreement. This makes the Comprehensive service level ideal for customers, who not only run 24x7 business critical systems, but also operate in either high change agile environments or expect major technology upgrades over the course of the agreement. 5 5

6 Feature Support Level Assist Managed Comprehensive Support Stance Reactive Proactive Proactive Support Hours 8x5 24x7 24x7 Severity One Response Time 4 Hours 30 Mins 30 Mins Customer Contact Centre Access MyServices Portal Ticketing available via API (create, report, edit) Vendor Escalation* Trouble Tickets Proactive Fault Resolution Interoute Intelligent Monitoring Performance Tuning** Patching Request Fulfilment Consulting Days Included * excludes open source software such as Apache ** applies to databases only not available usage is limited to a maximum number permitted within the contract full feature availability 6 6

7 Key Features & Benefits Gain five specialists for the price of one Employing a team of database and application specialists internally that is available 24x7 to support your environment is an expensive approach. On average an employee is available to concentrate on support only 220 days per year, taking into account holidays, training, sick leave etc. Presuming they work 8 hours per day, that represents only 20% coverage of the hours in a year. That means if you have a 24x7 system whereby you cannot take any risks, you need 5 people minimum. If you have multiple vendors and technologies the overhead rises further, meaning that companies are forced to take a risk and leave themselves exposed. Interoute offers a different approach that allows you to add the skills and support cover you need at a fraction of the cost it would take to grow your team internally. Free up resources to drive your business forward Day to day administration of systems can be labour intensive for internal IT teams and potentially disruptive to staff morale if employees have to provide out of hours support cover for systems. Interoute s database and application management services allow our customers to backfill the maintenance and support tasks typically handled by DBAs and System Administrators. Our services therefore allow customers to reduce their operational maintenance budget and allow resources and cost savings to be repurposed into transformational projects that drive the business forward. Take advantage of our service provider scale As a service provider, our customer base allows us to invest centrally into people, technology and processes for the benefit of all customers. Providing around the clock support, our operations in both staffing and technology are resilient across multiple locations and our geographical diversity brings with it language support and localised staff in most European countries. State of the art service platforms such as IIM and MyServices, plus tactical systems handling patching, backups etc. provide a technology backbone that is hard for our customers to recreate in a corporate world. Support for the whole stack Interoute is unique in the managed hosting market in that it has a rich diversity of skills and capability especially at a database and application layer. Our skill set allows us to provide support from the network to application layer including web servers, operating systems, databases, middleware and enterprise applications such as Oracle e-business suite. All capability from the fibre in the ground, the datacentres and all the skills are our own assets and people. This provides a unique ability to offer a complete stack SLA over which we are fully in control with no third party dependencies. 7 7

8 Related Products & Services Managed Hosting: Compute Managed Hosting: Storage Managed Hosting: Firewalls Managed Hosting: Load Balancers Further Information & Support For product queries please consult your Account Manager. For further features and description of products, refer to the Interoute website

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