This post is intended to provide the details of tasks carried out by Auro Infotech Server Support team as a part of managed server support.

Auro Infotech Support team is available 24 by 7 to support all the servers managed by us.

1. Installation and Configuration: The Support team will be responsible for configuring multiple web servers and database servers and maintaining them. Configuration also involves tasks such as disk space optimization (using disk partitions), setting up log file analyzers, install the application (front end as well as the database) etc.

2. The support staff is responsible for taking weekly/monthly backups.

3. The support staff also do daily health checks to make sure the system is stable.

4. The support staff also perform weekly backups which will be sent to the client in the form of physical copies of DVD every month if client requests for an additional cost borne by the client.

5. The support staff actively monitors the server, disk space etc on a periodic basis.

6. Support staff will set up event notifications and alerts so that they can be notified when the server reaches specific threshold as set by the administrators.

7.  The support staff will also assist the developers with data replication when multiple servers are added to the setup.

8. The support staff will also suggest the client on any improvements that can be made to the performance of the application (coding style improvements, database sql script performance tuning, etc) if sought.

Support will include 24 by 7 support by email as primary means of correspondence. We also try to provide IM help on ‘aurohelp’ via Yahoo, MSN, ICQ, AOL, Gtalk and Skype. 

In addition, we will provide a single point of contact to be called in case of any emergencies. If the primary point of contact is unavailable for any period of time during the year, a backup person will be provided as the point of contact.

Pre Requisites

1. The client will provide 24 by 7 unrestricted access to the support staff to call, track, follow up with the data center hosting the servers.

2. The client will be responsible for reimbursing all the costs incurred in providing weekly/monthly physical backups to the client.

3. All changes to the server will be done by the developers only after proper notifications are provided to the support staff. (We would actually encourage the developers to get a ‘sign off’ from the support staff, a day or two before any planned deployment). Emergency changes are exception to this rule, in which case the notification has to be sent to the support team, within 12 hours of making the change. This is mandatory as the support team has to know the ‘state’ of the servers at any point of time, in order to effectively support it.

4. All security updates for OS and Database Server will be taken care of as a part of the managed hosting features.

5. The client will also be open to considerations for acquiring new software that will help us in making the system better.