1 Clever Technology People Managed Services Telephone Main NOC/Support (24hr) Fax Sales General enquiries Accounts Support By Post Coreware Ltd, The Tannery, Tannery Lane Guildford, Surrey GU5 0AB
2 Who we are What we do Coreware is a specialist digital technology solutions agency made up of a team of skilled professionals based in Surrey. Originally named Russell Sharpe, the company began life back in 2002, changing its name to Coreware in 2004 and growing into the company it is today. Coreware CEO and creator Tobias Russell has a rich and diverse background in digital technology having worked previously for Reuters news agency. CTOSports.com and then Opta Sports Data of which he was a founding member. Comprehensive skills and experience set Coreware aside from its competitors as well as its unique, in-house, hosting infrastructure. We have a small but ever-growing close knit team made up of: Project Managers Designers Developers Testers Helpdesk / Support Management Admin Managed Services We offer comprehensive hosting and support packages that free you from the day-to-day responsibilities of managing an infrastructure and caring for a site. We have a robust and scalable hosting platform, capable of scaling with the growth of your application or website. It has been built to withstand equipment failure without impacting the services hosted within it. Our services includes: Our Own Bullet Proof Hosting (Telehouse London) 24/7 Helpdesk Support 24/7 Application Support Technical Design and Architecture Our architects take outline briefs, gather requirements and architect technical solutions to meet them. We build our systems to be bullet proof: Reliable Resilient Scalable Flexible User Friendly Realtime Content Integration We specialise in integrating realtime content and data feeds. We ensure we fully understand and have solved the technical challenges of delivery. Applications have included: News/media websites Sports results Live travel information Financial trading tools Mobile Websites and Applications We build cross platform mobile applications for iphone, ipad, Android, Blackberry and Windows Mobile. Our development team use PhoneGap which allows us to build a single app for all the different platforms. This significantly reduces the time and costs of building mobile apps. What our clients think: Coreware has enabled Opta to broaden our online product portfolio. We have created new revenue streams because of this, as we can offer a greater range of digital turnkey solutions for Sponsors. Betting companies and Media within Sport.
3 Why choose Coreware? Clients Our clients range from small start ups to some of the worlds largest corporations: 16 years experience 24hr Helpline Team of professionals Expanding client base Friendly and approachable Competitive pricing structure Industry leading infrastructure 24/7 service and support bespoke to each customer s needs Track record with blue chip client base Anti-jargon policy
4 Overview Our Hosting Platform Coreware operate a comprehensive website hosting capability to allow us to provide reliable, scalable and resilient hosting for our customers. We work closely with our customers to architect an optimal setup for their hosting requirement and work diligently throughout the lifecycle of the project to ensure fast, reliable delivery of the hosting platform. Our flagship client in respect of hosting services is Thomson Reuters who have been a client of Coreware now for over 10 years. We are a trusted partner for their business critical services and provide truly world class service for them. Reliability Our hosting platform has been designed to avoid any single points of failure ensuring that the failure of any component within the platform will not affect our capability to deliver. Measures to achieve this include: All servers are connected to multiple network switches. This ensures that in the event of a switch failing the server remains connected to the network. All servers have redundant power supplies running to separate power feeds. This ensures that if the datacentre suffers a power failure or one of the servers power supplies fails the server remains online. Clustering/Load balancing. Sites we host are generally configured in a cluster with a load balancer distributing traffic across the cluster. This ensures that if a server within the cluster fails the site remains online. Multiple connections to upstream connectivity. We connect to the Internet through multiple tier-1/2 transit providers ensuring that if a connection fails we have alternative paths to the internet.
5 Key Benefits Technical Details Scalability Our cluster based approach to hosting allows us to quickly scale our customers platforms as demand dictates. When websites/services experience sudden increases in demand we can quickly and efficiently bring extra capacity online ensuring that delivery remains fast and reliable even under heavy load. Flexibility We are able to support a broad range of operating systems and application vendors including Windows Server, Redhat/Debian Linux, Sun/Solaris, and Mac. Proactive Monitoring We closely monitor all of the websites and services that we host. Our support team monitor the platform 24/7 and immediately action any service issues that are detected. Application Support We pride ourselves in understanding not only the hosting platform but the applications that we host allowing us to provide a high degree of support to the sites that we care for. By providing support at the web application layer we are able to minimize the support demands on our customers technology teams. Datacentres We operate from the following datacentres: Telehouse West, London Telehouse West is a modern state of the art Tier-3 datacentre. We have our own secure suite within this facility and operate our primary hosting from this location. Telehouse East, London Telehouse East adjoins Telehouse West. We primarily use this location to peer with upstream service providers. Telecity Meridian Gate, London Meridian Gate is our contingency hosting location. We operate a backup platform within this facility allowing us to migrate services to this location in the unlikely event of a failure of the Telehouse West facility. Turing House, Manchester We use the Turing House facility to provide a diverse of London location to store off-site backups. This ensures that in the event of the London Docklands area becoming physically inaccessible we can recover our customers services from backups in a new location. Experience We have over 15 years experience of hosting high capacity websites which gives us extensive knowledge of best practice and engineering hosting for our customers.
6 Technical Details Server Cloud We operate a cloud of servers running virtualization technology. Our use of this cloud approach allows us to separate our customers services from the physical hardware ensuring that in the event of a server failing we are able to transition the services to alternative hardware. In addition it allows us to quickly and efficiently bring more capacity online to ensure the smooth running of services under heavy load. Our servers are all enterprise class Dell servers and feature redundant PSUs, RAID-10 disk arrays and remote management cards. All servers are backed up by Dell 24/7 4hr support contracts, ensuring that in the event of failure they are quickly repaired and restored to service. Bandwidth We manage our own BGP based highly-resilient platform for peering with upstream providers. We take multiple gigabit connections from diverse tier 1 and tier 2 transit providers ensuring fast, reliable delivery of bandwidth to end users. Wide Area Networking Our facilities are connected together by a redundant ring of interconnects ensuring that in the event of an interconnect failing we maintain alternative routes between the sites. Security We operate firewalls in front of all services that we host and lock servers down to minimize exposure to the outside world. We regularly review and audit security on our platforms and ensure software is kept regularly patched. Monitoring We operate a 24/7 365 monitoring platform that checks on the health and availability of services. All key parameters of a server are checked and the system automatically escalates to our operations team in the event of a problem being detected. In addition we operate remote monitoring of customers sites from multiple locations around the globe so as to enable us to detect service availability within different territories. CDN We offer both Amazon S3 and Akamai based CDN solutions allowing our customers to offload static website components to these platforms to provide faster delivery to the end users. Each interconnect is taken from separate suppliers so as to ensure that we are not reliant on any one supplier.
7 Technical Details 24/7 Helpdesk Support & Service Level Agreements Load Balancers Within our primary and contingency locations we operate redundant pairs of layer-3 load balancers that allow us to resiliently distribute incoming traffic across a cluster of servers. Caching Appliances We can offer a range of caching appliances in order to offload cacheable traffic from the main hosting platform. Datacentre Redundancy We operate from 4 datacentres with the capability to mirror hosting setups allowing customers who want the ultimate level of resilience to benefit from our datacentre failover capability, ensuring that in the unlikely event of a datacentre failing we can quickly restore service in an alternative facility. The Coreware 24/7 helpdesk provides a simple to use mechanism that allows our customers to contact Coreware. You can contact the helpdesk by telephone, or through the helpdesk website. Bespoke Service Level Agreement(s) Issue Type Description Response Time Resolution Target Critical Service unusable Immediate (24/7) 1 hour Serious Significant parts of the service are seriously degraded or failed Immediate (24/7) 4 hours Minor Some aspects of the site are running unreliably or slowly although overall the site is functioning Within 1 hour (office hours) 1 business day Bug fixes that do not effect service General questions and site administration requests Within 1 hour (office hours) 5 business day General General questions and site administration requests Office hours only (8am to 6pm) 1 business day
8 Case Study - Managed Services - Media and Publishing Case Study - Managed Services - Sport Reuters Videopoint To create an online application that allows media companies search for and select Reuters videos. A bespoke platform that has extremely high levels of reliability and performance. This is critical as Videopoint is an essential tool for Reuters television clients to plan their news schedules. Reuters Blogs To reinvigorate Reuters global blogging platform both in terms of content management and performance. A WordPress based blogging platform with MANY bespoke plugins used by over 2,000 journalists. Coreware provide a fully managed service for Reuters, which includes design, development, hosting and Helpdesk support of the platform. Sky Datacentre To develop a comprehensive sports results service with real-time and archived results and upcoming events lists. We developed powerful website widgets to serve real time content. We support this content on a daily basis, ensuring that sports audiences in Germany receive the highest quality information experience. Built, managed and hosted by us in partnership with Opta Sports. Castrol Football To build a stats rich site aimed at football fans and promoting the Castrol brand. Using a combination of technologies, we built a completely bespoke solution. The site features news and articles as well as stats, facts and figures on football teams and players. We also created widgets to allow users to research Castrol s predictions on the outcome of matches.
9 Case Study - Managed Services - Public Sector Case Study - Managed Services - Charity & Financial Star IDAZ and To develop private working group sites for the European Funded Star-Idaz and CWG networks which focus on the coordination of research into infectious diseases within animals and their potential to transmit into humans. The challenge was to deliver a platform that supported 10 independent research networks with the following features: Closed platform with access rights granted by site administrators Single sign in allowing project members to only have to sign in once in order to access their applicable research networks Home Page - Description and links to upcoming events and What s new links to all recent updates to members area Discussion Forums - members can create and respond to topics with a notification feature when someone responds to a topic you have expressed interested in File Sharing - ability to upload and share documents with the rest of the network with version control User Profile - captures users information on first log in which can be viewed by other network members this is particularly useful for the international projects Shared Calendar - ability to create events and invite network members and non network members who have the ability to RSVP without requiring access to the system. Ability to attach documents We developed a generic, white label-able platform based around the WordPress CMS which handles multiple members areas running under differing web addresses. Each members area was setup to have it s own data and files which can only be accessed if you a user was granted access by the relevant system administrator. If you are a member of more than one of the areas you can easily switch between the areas once logged in. Douglas Bader Foundation Douglas Bader Foundation needed an accessible, robust and user friendly website that was going to be easy to edit and expand by their own staff. Their previous site lacked CMS capabilities making it a slow and cumbersome process to make any changes. Coreware redesigned and redeveloped the site using WordPress as a CMS. WordPress is the ultimate in easy to use CMS platforms and their staff quickly and effortlessly took to the platform, allowing them to update the site with ease. GCI - Online Trading Coreware hosted a Financial trading application for GCI Online trading. Our service included full Managed Hosting of around 8 dedicated servers out of our suite in Telehouse North which included a mixture of 2850 and 6850 boxes running a Windows 2003 Server. In addition Coreware managed a pair of firewalls in front of the servers with redundant configurations improving their existing setup.