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This is what a delighted customer has to say after ramp up
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"Well done team U&D, over past 8 months we have grown from 4 to team of 16 and now hoping to double it in next 3 months. This shows our confidence on your abilities. I must take this opportunity to tell all the team member and management that we appreciate every effort of yours and future of this partnership is very exiting. "
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- Alex George
Managing Director
web hosting company from North America |
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| Webhosting and Data Centre Support |
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Managing more than 5000 servers and providing technical & functional support to over 350,000 end websites, we bring you the true meaning of 24x7 support which is the most challenging aspect of web hosting business today.
TRUE 24x7 support for all operating systems and control panels includes
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U&D Square uses proprietary standard methodologies for defining service level targets, severity, resolution phases and response times.
Initial response support engineer >> Problem determination >>
Action plan >> Resolution or re-prioritization >> QA & reporting
Service Levels defines target for maximum elapsed operation in providing support and resolving a problem. The following table illustrates anticipated response from a support engineer. |
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| Responsibilities |
High Severity* |
Medium Severity+ |
Low Severity# |
| Initial response from a support engineer |
Within 10 mins. |
Within 20 mins. |
Within 30 mins. |
| Problem Determination |
Within 15 mins. |
Within 30 mins. |
Within 30 mins. |
| Action Plan |
Within 15 mins. |
Within 30 mins. |
Within 30 mins. |
| Resolution or Re-prioritization |
Within 1 hrs. |
Within 2 hrs. |
Within 3 hrs. |
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* High Severity: System Down. The server/ ystem is completely down or is not operational.
+ Medium Severity: Limited Functionality. The server or application is considered unstable and is subject to periodic interruption.
# Low Severity: Operation not affected. A general networking question. |
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| Linux |
Unix |
Windows |
| Red Hat Linux |
FreeBSD |
W2K |
| Debian |
OpenBSD |
ASP, Cold Fusion, JSP |
| SUSE |
Solaris |
Win 2000, Win 2003 |
| Sackware |
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| Hosting Control Panels |
Cpanel/WHM, Plesk, Helm, Hosting controller, Ensim, Virtuozzo |
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| Copyright © 2008-09 U&D Square Solutions Pvt. Ltd. |
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