Servers Australia Capability Statement 1st January 2012
Servers Australia Servers Australia was established in October 2006 and has become a premium supplier of hosting, VoIP, Co-location, internet services and wholesale services Servers Australia has become an industry leader by delivering integrity, excellence, performance, stability and accountability. Servers Australia believes in providing superior support and customer service, to achieve this, Servers Australia operates a 24x7x365 Network Operations Centre (NOC) for all critical failures, data centre access requests and network routing issues. On top of this Servers Australia provide a 24x7x365 online ticketing system that is supported by staff 24 hours per day 7 days a week for all general support issues, this is then backed by superior phone support which operates from 9:00am 5:00pm AEST Monday to Friday to assist with all general account s, sales and support queries. Servers Australia maintains an average wait time of only 27 seconds so customers do not need to wait on hold for extended periods of time. Servers Australia are currently in the process of obtaining ISO:27001 certification and is due for completion in July 2012. At the time of this document no other Australian hosting company has ISO:27001 certification. Servers Australia has annual revenues in excess of AUD$6 Million and this is growing at a rapid rate month on month. Servers Australia key account s include: - Major Australian financial institutions providing payment gateways to Australia businesses - Airline sub companies (Virgin Velocity Rewards) - Clickview Educational Video s - Valley Girl / Temp Clothing - Electronic Arts Inc. - Deals.com.au - Many more
Network Servers Australia maintains a large multi-homed carrier grade network completely owned and operated by Servers Australia NOC staff. Servers Australia are constantly upgrading and improving the network to keep ahead of the competition. Servers Australia delivers one of the lowest latency networks on offer as well as having a 100% uptime service level agreement with payback penalties for network downtime. Servers Australia s network has 6 major upstream suppliers; - Eftel Wholesale - Soul Communications Australia - Vocus Pty Ltd - Equinix Connect - PIPE Networks - Exetel All network equipment is enterprise grade hardware and consists of both Cisco and Brocade equipment with complete auto fail over between all major upstream suppliers. This allows us to provide our customers with the advertised 100% network SLA. You can view our network map on the next page.
Network Map
Data Centres Servers Australia owns and operates a custom built data centre in Tuggerah NSW Australia housing all of Servers Australia s managed hosting and dedicated hosting customers. Servers Australia also manages multiple racks in; - Penrith DC-1 (DR Site) - Global Switch Sydney (DR Site) - Equinix SYD1 (Primary Site) - Equinix SYD3 (Primary Site) Servers Australia s Tuggerah data centre and the Penrith data centre were designed and built from the ground up to supply maximum environmental and power up time. The Tuggerah data centre is the flagship data centre of Servers Australia and boasts full N+1 redundancy in power, cooling and network. The Data centre security is handled by pass card technology, as well as 24x7 camera monitoring. As well as being our flagship Data Centre at Tuggerah, Servers Australia has 11 NOC staff available at this location during the day and 5 NOC staff available after hours. The Penrith data centre is the newest of Servers Australia data centres and has been built for disaster recovery purposes. The location of the Penrith data centre has been chosen to conform to disaster recovery recommendations for distance from the Primary Sites Equinix SY1 and SY3. The Penrith data centre has 2 NOC staff available at site during the day and 2 NOC staff members during the night, as the facility fills out this number will increase to approximately 10 during the day and 5 during the night.
Equinix Data Centre Equinix operates three Tier-3 data centres in Sydney Australia, Servers Australia has a private suite in Equinix SY3. Equinix completed their ISO:27001 audit in December 2011 and have been successful in obtaining this certification. The certificate is available for download from the Servers Australia website. Equinix SY3 was opened in July 2011 and is Sydney s newest data centre at the time of this proposal. Equinix data centres are known as International Business Exchange data centres and links can be made between their data centres worldwide. The Equinix SY3 data centre is located 4.5Km from the central business district (CBD) Equinix has many facilities available such as boardrooms, meeting rooms, coffee, work areas, Free WIFI, staging areas and breakout rooms, all of which are available to be used by Servers Australia staff and customers. Equinix is the preferred destination for the mission-critical operations of the world s most demanding businesses. With locations in 38 strategic markets the Americas, EMEA and Asia-Pacific, Equinix enables customers to rapidly deploy data centre operations worldwide. Customers can rely on the same state-of-the-art infrastructure, support and experience of Equinix at any of our IBX centre. Equinix has key customers such as Amazon.com, ebay, ACTIV Financial, Bloomberg, sales force and IBM hosed in the Sydney facilities. Access is controlled by a total of 6 biometric checkpoints and one security guard check before gaining access to co-located equipment, this allows us to safely house sensitive and mission critical applications with confidence. Equinix Snapshot Company Founded: 1998 NASDAQ Ticker: EQIX # of Employees: 2,530+ # of Customers 4,000+ # of Countries Served 13 # of IBX Markets 38 # of Networks Available 675+ # of Data Centre s world-wide 100+
Global Switch Global switch Sydney is one of the largest data centers in the southern hemisphere. The site is located just outside the CDB evacuation zone. Servers Australia operates numerous racks within Global switch entirely for geographically redundant hosting.
Network SLA The Service level agreement is designed to ensure that there is a shared understanding between the customer and Servers Australia in relation to the service levels to be provided. This Service level agreement is intended for a network service only and does not provide coverage for additional services provided by Servers Australia. Performance objectives Service availability target 100% measured monthly. Fault severity levels Minor Degradation in service performance, with service continuity remaining. Major intermittent service stoppage, causing intermittent service disruption. Critical Continuous service stoppage, causing complete service disruption. Fault response time targets Fault Severity Level Level 8am 11pm Monday Friday Target Response* Other Times Target Response Minor 30 minutes 1 Hour Major 30 minutes 1 Hour Critical 15 Minutes 30 Minutes Penalties Servers Australia will credit the customer 25 times the downtime per month upto 100% of the customers hosting costs. 1 hours downtime will generate on request a credit of 25 hours on the customer s account for the following month. Full terms and conditions can be found under the legal section of the Servers Australia website.
Support and Services Servers Australia operates 3 separate ways to engage support: Critical Network Operations Support (NOC) The Servers Australia NOC team are available 24x7x365. They handle all server down and network issues. The current average wait time for the NOC queue is under 20 seconds and they can be contacted via phone or e-mail: Phone: 1800 248 478 or +61 2 90374 343 E-Mail: noc@serversaustralia.com.au General Email and Ticket Support Servers Australia has 24x7x365 ticket support. Staff members are available at all times to provide support. The ticket system is there for all non-critical requests. The SLA for ticket response times is 30 minutes. The ticketing system can be accessed via the Servers Australia portal (http://my.sau.net.au) or by emailing support@serversaustralia.com.au Business hours general support 9am to 5pm During NSW business hours support staff are available to take all general support calls, accounts or sales queries. Support staff will also log a ticket to track each call. The general support is for all non-critical requests. The current average wait time on the general support queue is under 60 seconds. Phone: 1300 788 862 or +61 2 4307 4200
Managed Services: Complete Management Our complete management solutions give you the flexibility to focus on your business while we manage your servers. As your Managed Hosting provider, a dedicated team of certified engineers will proactively manage your infrastructure so you no longer have to worry about monitoring your servers, creating backups, or updating patches. This is all handled by Servers Australia staff. Server Monitoring Servers Australia s server monitoring is included with all managed hosting plans to maintain your service uptime and stability. The server and the services that are live and require monitoring are added the Servers Australia Synopsis monitoring system that will alert the NOC of any server down or service issues with your service, currently we monitor the below; If there is an error with any one of the above services, the Servers Australia NOC will act on the alert within 15 minutes to resolve any service issues. SMS Notification Status notifications are automatically sent to your nominated mobile phone. In the event of a problem with your managed service Servers Australia will ensure you are kept upto date with any issues. Operating System Management Server patches and software updates are run automatically or sometimes manually as and when necessary. Periodic checking for such updates is also done and this ensures that the servers are running with latest versions of software and are secure. Firewall Management Running a firewall effectively is rarely easy. Setting and maintaining the rules, interpreting and reacting appropriately to the logs, keeping software up-to-date - all these tasks require time and skills that are often in short supply. If you cannot deliver, your network security is in danger. Servers Australia s Firewall Management provides your company with outside security experts to remotely manage your firewall and watch your network perimeter 24x7. This ensures protection of your business-critical data while reducing the burden on your in-house network support team. Our security engineers will manage your firewall.
Backups Servers Australia will manage all your backups, our backup engineers will make sure all backups run successfully. All backups are managed using the backup flow chart below. Backup Starts Backup report emailed to customer and SAU No Was backup Sucessful Yes Yes Issue resolved Support Ticket Logged End of Month Backup Yes EOM backup customer Yes Create EOM backup, ship to customer and/or place copy in Safe No No No Issue Escalated to Supplier Backup Report Emailed to Cus and SAU Process End Software Installs Servers Australia understands that your time is precious, Spending hours installing software on your hosted server where you should be concentrating on your business. All standard and complete management plans include software installation. Just let us what you want installed and if we have the software on file we will get it done, if we do not have the software onfile then upload the software to your server and we will install it from there.
Spam & Anti-virus Spam (unsolicited commercial e-mail) accounts for 45% of all messages and is rapidly increasing. 1 in 150 messages contains a virus, costing many billions of dollars around the world every year. Surveys have shown that removing 1 virus from 1 PC costs over $600. Removing a virus infection from a server can cost over $50,000. We use the latest AntiVirus and AntiSpam filters on our servers to keep your information protected and virus free. Dedicated Account Manager Your dedicated account manager is responsible for the day-to-day management of your service and is accountable for proactive follow up and management of administrative requirements and technical inquiries. The dedicated account manager is responsible for understanding and anticipating your needs as a customer and to work to support you over the term of the agreement. Hardware SLA Servers Australia guarantees all critical hardware failures will be resolved within a maximum of 4 hours.