Our Cloud Solutions OUR SERVICE LEVEL COMMITMENTS Our Managed Services Packages Ongoing Support Specific Operational Requirements

Our Cloud Solutions

Every business requires a computing infrastructure that can quickly adapt to their needs. The Ecritel Cloud Center is a fully Managed Cloud Solution which provides the flexibility to meet your evolving business needs.

Outsource your infrastructure while retaining full control of your information systems!

Public

Dedicated Infrastructure in our managed datacenter: An environment built and maintained to your exacting specifications with Ecritel’s world-class expertise and assistance. Let us collaborate with you to create an infrastructure specifically built to meet your needs.

Private

Dedicated Infrastructure in our managed datacenter: An environment built and maintained to your exacting specifications with Ecritel’s world-class expertise and assistance. Let us collaborate with you to create an infrastructure specifically built to meet your needs.

Hybrid

Ecritel’s world-class engineers can create a hybrid environment combining your in-house infrastructure with Ecritel’s Managed Cloud (public and/or private) to create a custom solution to meet your business needs and technical requirements.

OUR SERVICE LEVEL COMMITMENTS

99,99 %

Guaranteed Availability

15 minutes

Guaranteed Intervention Time

4 hours

Guaranteed Restoration Time

Our Managed Services Packages

Ecritel offers different levels of service, all of which guarantee the highest levels of availability.

We also offer Custom Support Packages and Service Level Agreements to meet your workload’s specific requirements.

Level 1Level 2Level 3Level 4
Infrastructure monitoring
Access to the customer portal
L1 technical support via Helpdesk or phone
Ticket opening on supervision alert
Intervention on Linux or Windows serversoptionoption
Intervention on supervision alert
Climbing Engineer L2 via Helpdesk / Email / Tel
Client access for MAJ BDD or via FTP / SSH
Preventative and Corrective Administration of Operating Systems
Software solution for remote control and traceability of actions
Support in 24/7/365
Administration of softwares and system components
Update (security patches, software versions and components)
Annual rocking test on PCA / PRAOptionOption
Personalized monitoringOption
Platform Optimization and Infrastructure ConsultingOption
Indicators of availability and performanceOption
Architecture change that does not require additional investmentOption
Dedicated Project ManagerOption
Monthly Steering CommitteeOption

Level 1

  • Infrastructure monitoring
  • Access to the customer portal
  • L1 technical support via Helpdesk or phone
  • Ticket opening on supervision alert

Level 2

  • Infrastructure monitoring
  • Access to the customer portal
  • L1 technical support via Helpdesk or phone
  • Ticket opening on supervision alert
  • Intervention on supervision alert
  • Climbing Engineer L2 via Helpdesk / Email / Tel
  • Client access for MAJ BDD or via FTP / SSH
  • Preventative and Corrective Administration of Operating Systems
  • Software solution for remote control and traceability of actions

Level 3

  • Infrastructure monitoring
  • Access to the customer portal
  • L1 technical support via Helpdesk or phone
  • Ticket opening on supervision alert
  • Intervention on Linux or Windows servers
  • Intervention on supervision alert
  • Climbing Engineer L2 via Helpdesk / Email / Tel
  • Client access for MAJ BDD or via FTP / SSH
  • Preventative and Corrective Administration of Operating Systems
  • Software solution for remote control and traceability of actions
  • Support in 24/7/365
  • Administration of softwares and system components
  • Update (security patches, software versions and components)

Level 4

  • Infrastructure monitoring
  • Access to the customer portal
  • L1 technical support via Helpdesk or phone
  • Ticket opening on supervision alert
  • Intervention on Linux or Windows servers
  • Intervention on supervision alert
  • Climbing Engineer L2 via Helpdesk / Email / Tel
  • Client access for MAJ BDD or via FTP / SSH
  • Preventative and Corrective Administration of Operating Systems
  • Software solution for remote control and traceability of actions

Ongoing Support

To optimize your ROI, Ecritel works with you to boost the performance of your infrastructure. We take a personalized approach with solutions carefully adapted to meet your requirements. 

The Project Leader

You will have a dedicated Project Leader who will be your key point of contact supporting you throughout the project. He/she will manage the installation, operation and support teams, guaranteeing the satisfactory performance of your operations.
Our Project Leaders are experts at migrating your business systems and draw on their experience to implement, migrate and manage your critical infrastructure.

The Steering Committee

If requested, Ecritel will gladly form a Steering and Monitoring Committee for your IT infrastructure. Leveraging custom reports from our Operations Team, the committee will validate Ecritel’s compliance with: ITIL best practices, the Service Quality Plan and the Service Level Agreement.

In addition, the committee will verify the quality of the deployment, the operational maintenance of the infrastructure and the overall management indicators while providing recommendations for constant improvement.

Specific Operational Requirements

Some applications have unique requirements. In these cases, the Operating Procedures would be detailed in the Operating Schedule. Our engineers are tasked with executing the specified Process & Procedures as well as updating the Change Control Log

AdvantagesWhat we offer
ResponsivenessOur service level agreement means that you can be sure of a minimum processing time for your requests.
EfficiencyIn the event of an incident, we will carry out the necessary checks and cascade the problem to the network or systems operation departments.
TrackingDetails of work performed and operating incidents are stored in a Change Control Database in order to maintain a complete history of your infrastructure and the solutions provided.
TransparencyWe keep you informed throughout and when the work is completed: we will notify you via e-mail, accompanied by a detailed report describing the actions performed.

Reasons to choose us

Flexibility

Leverage the benefits of Ecritel’s Managed Cloud Offerings which allow your computing infrastructure to automatically adapt to your ever changing business needs and demands.

Elasticity

Maintain maximum performance with Ecritel’s Managed Hosting Platform that can handle the ebbs and flows of the demands of your business.

Availability

We guarantee but typically exceed 99.99% uptime 24/7/365.

Reliability

Ecritel’s datacenters are fully redundant with multiple power, cooling and broadband connections ensuring continuous high performance. Always.

Speed

Easier and less restrictive than most. Ecritel’s Managed Cloud Hosting infrastructure lend themselves to a rapid deployment.

Environment

When you choose the Cloud, your energy costs are reduced, making you more environmentally friendly.

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