Service Levels

Self-Service IaaS

8am - 6pm AEST Helpdesk Email Support Included
Level 1 24 x 7 x 365 Helpdesk Phone Support Included
Support Ticket Logging by Email Included
Support Ticket Tracking via Online Portal Included
Support Ticket Notifications via Email Included
Support Ticket Logging by Phone Included
My Axelera Password Resets Included
Hard Server Reboot Included
Network Availability Verification Included
Server Availability Verification Included
Monthly Backup Restore** Included
OS and Application Troubleshooting Excluded
OS Patching Excluded
End User Administration Excluded
Reporting Excluded
Access to Customer Servers** Excluded

*One restore per VM per month. Additional requirements will incur Support Block Fees.

**Axelera does not have log in access to customer’s servers

Foundation OS

Self-Service IaaS* + Included
Up/Down Server Monitoring Included
OS Level Monitoring (CPU / Memory / Disk) Included
Windows Application Monitoring IIS Services Included
Windows Application Monitoring Exchange Services Included
Windows Application Monitoring SharePoint Services Included
Windows Application Monitoring MS SQL Services Included
Linux Application Level Monitoring Apache Services Included
Linux Application Level Monitoring PHP Services Included
Linux Application Level Monitoring Litespeed Services Included
Linux Application Level Monitoring Postgres SQL Services Included
Linux Application Level monitoring MySQL Services Included
Up/Down Website Monitoring HTTP / HTTPS Included
OS Patching** Included
Self-Service Portal Ticket Submission Included
Self-Service Portal Ticket Reporting Included
Self-Service Portal Ticket Tracking Included
Server Setup Assistance Included
Self-Service SLA Reporting Included
Configuration Management Included
Resolving Alerts Not Caused by Axelera Excluded
Troubleshooting Patches & Upgrades Excluded
Support Block*** Required
Minimum Term**** Required

* Inclusions and exclusions from Self-Service IaaS apply.

** OS Patching: Axelera implements OS Patching on Thursday nights following the release of Microsoft Patches. No independent QA or UAT applies.

*** Support Block (SB): A Support Block must be purchased separately. If customer has SB, customers have access to business hours and after hours support.

**** Minimum Term: A minimum 12-month engagement is required for all Managed Services.

Ops Management

Foundation OS* + Included
Dedicated Account Manager Included
Axelera Responds to Alerts Included
Architecture Advice Included
24x7x365 Response to Alerts Included
Support Block** Required
Minimum Term*** Required

* Inclusions and exclusions from Self-Service IaaS and Foundation OS apply.

** Support Block (SB): A Support Block must be purchased separately. If customer has SB, customers have access to business hours and after hours support.

*** Minimum Term: A minimum 12-month engagement is required for all Managed Services.

Get in touch

1300 932 248

Axelera (formerly BitCloud) is a division of Bucan Holdings Pty LTD ABN 72 924 334 435