Support Matrix

RackForce's "Fast Attack" Technical Support team is proud to deliver exceptional professional technical assistance to our customers, and is committed to providing fast, expert troubleshooting and problem resolution. Below is our support matrix indicating the specific types of services that are available with each given level of support. Please note that this is meant to serve as a general guideline to help you determine which level of support is right for you. If you are unsure if a specific technical issue is covered, or what level of support is best suited to your business needs, please ask one of our technical or sales professionals for assistance. Chat live now.

Three support levels to choose from:

  • Basic Support is designed for clients who are completely self-sufficient in managing a server. Issues supported by our technical team are primarily limited to hardware and network problems.
  • Co-Managed Support includes comprehensive real-time monitoring, proactive ticket creation, advanced customer call-out and problem resolution management. This service provides the most peace-of-mind for your business-critical, "24/7" production environment, confident in the knowledge that your systems are being closely monitored every second of every day.
  • Fully Managed Support adds one more important layer to RackForce's trusted managed support - proactive application and management of patches for your server's Operating System. RackForce's technical professionals will track, manage, evaluate and install recommended and critical patches to your server's operating system.
Services Basic Co-Managed Fully Managed
Maintenance and troubleshoot of hardware, network, power and cooling 1 check check check
Access to Remote Hands & Eyes Service check check check
Access to the Customer Service Center (CSC) check check check
Asset Barcode/Inventory (colocation) check check check
24x7x365 Ticket and Phone Access to Support check check check
BiOS/Firmware Updates check check check
Server Reboots check check check
Change Management check check check
Operating System - Install & Troubleshoot 1 & 2 check check check
Operating System - Reinstall 1 & 2 - check check
DNS - Install & Troubleshoot1 check check check
DNS - Reinstall1 - check check
Pro FTP - Install & Troubleshoot 1 check check check
Pro FTP - Reinstall 1 - check check
Mail server - Install & Troubleshoot 1 & 2 check check check
Mail server - Reinstall 1 & 2 - check check
SSH2 - Install & Troubleshoot 1 check check check
SSH2 - Reinstall 1 - check check
SSL Certificates - Install & Troubleshoot 1 - check check
Proactive Ticket Creation - check check
Customer Alert Notification - check check
Threshold Monitoring - check check
Problem Resolution Management - check check
Device Up/Down Monitoring - check check
Hardware Status Monitoring - check check
Identify, Schedule and Apply Operating System Patch updates, including security/integrity patches, as required 3 - - check
Rollback Operating System Patches (if required) 4 - - check
RackForce Manages Root Access - - check
Administer file system directory distribution and replication - - check
Evaluate planned changes to the server environment and advise of any requirements to support such changes - - check
RackForce performs problem determination and resolution of services which are in scope - - check
Manage existing operating system configuration, by modifying configuration files, documenting system configuration, and controlling access to system configuration files - - check
Monitor and periodically reduce operating system log files to help prevent file systems from overfilling - - check
Manage operating system files, by creating, maintaining and deleting volumes and directory structures, modifying file system sizes, verifying mount point availability, repairing defective file systems, and modifying file system permissions - - check
Manage operating system processes (e.g., continuously running system subtasks); by refreshing processes as required, establishing startup sequences, and changing process priorities as appropriate - - check
Recommend operating system updates and configuration modification - - check
Perform minor upgrades to the server operating system which includes service packs, minor version upgrades (ie, 5.0 to 5.1, etc) - - check
Apply available new firmware for servers as required - - check
Maintain tools for server management to enable performance of installs, modifications and removals - - check
Maintain operational support procedures - - check
Evaluate planned changes to the server environment and advise of any requirements to support such changes - - check
  1. Not applicable to Colocation.
  2. Mail server options include Qmail, Exim and Mailenable.
  3. Supported Operating System: Redhat Enterprise Linux, CentOS, SuSE Linux, Windows Server 2003 and Windows Server 2008.
  4. In the event a patch or update has an adverse effect on the operating system, RackForce will rollback the patch, notify the customer, and research reason and resolution.

Help Desk Service Level Objectives

Severity Level Description MTBSU MTTR
1 (Urgent)
  • A supplier provided Service is "hard" down or there is a critical impact to the Customer's business operation.
  • There are either no possible workarounds or a possible workaround exists that will have a considerable impact on the services to Customer
30 min. 4 hours or work until resolved or Severity level downgraded and escalate to Buyer DPE
2 (High)
  • Operation of a supplier provided Service is severely degraded, or significant aspects of the Customer's business operation are being negatively impacted by unacceptable network performance.
  • There are possible and acceptable workarounds that will have little to no impact on the services to End-User
1 hour 24 hours or until resolved
3 (Medium) Operational performance of the supplier provided Service is impaired while most business operations remain functional. 1 hour 48 hours or until resolved
  • MTBSU : Mean Time Between Status Updates
  • MTTR : Mean Time To Repair

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