Assisted
This service is designed for clients with a strong technical profile (developers, integrators, SaaS service providers, etc.) that wish to maintain control (administrator permissions) over their servers and networks (up to middleware), to be able to install applications, change operating system settings, create or remove servers or networks, etc.
For ease of management, clients are given access to a Query Panel, which includes access to the inventory of the components of their platform and access to the monitoring of their servers (basic monitoring of availability and capacity).
They are also able to access an Administration Panel (vCloud Director) where they can create, modify and remove platform components (servers, firewall rules, templates, etc.) as detailed in "Management Levels".
Nexica manages the lower layers (hardware, IDC infrastructure and common services). There are three protocols of action for assisting clients with incidents or in the event that changes are requested:
Remote hands
With the remote hands protocol, a Nexica technician will connect to your server following your instructions and inform you of the responses displayed on screen.
Our technicians remotely execute your instructions, so the responsibility lies with you.
Running predefined routines
When predefined routines are run, you can agree with us which tasks (routines) are to be carried out (documented and low-risk operations) and in which cases (alarms, periodic execution).
It is similar to the remote hands protocol (in that our technicians follow clear instructions with predictable results), but can be triggered by certain events (alarms) or run periodically.
Best Effort
"Best effort" support gives you a team of engineers to:
- Support the diagnosis of an incident.
- Propose and help implement solutions to restore service in the event of an incident.
- Assess the convenience and risk of any changes that you propose on the server configuration.
Tasks performed under the best effort protocol offer no guarantees as to the end results (the resolution of the incident cannot be guaranteed nor can the consequences of the changes assessed or implemented).
