Uptime Monitoring: < Top
The GDIS Network Operations Center (NOC) monitors your servers
to ensure maximum availability. Our monitoring system is capable
of monitoring primary services such as HTTP, FTP and DNS,
and secondary services such as postgreSQL, MySQL and HTTPS.
Your servers are monitored in intervals of two minutes. If
your server fails to respond to one of our probes, we will
immediately have the Service Department troubleshoot the problem.
Trouble Ticket System: <
The fastest way to contact the GDIS Service department is
by using our trouble ticketing system located in our customer
extra net, My Account. You can easily submit a trouble ticket,
view the status of open trouble tickets, as well as previously
closed ticket solutions. Tickets submitted in our ticketing
system are immediately forwarded to a Service technician.
Our online ticketing system is available 24 hours per day,
7 days per week.
Level 3 Tech's 24x7x365: <
Support trouble tickets may be opened over the phone our through
My Account. Our Service technicians are available by phone
24 hours per day, 7 days per week to help troubleshoot problems
with your web site. Our award winning Service team is staffed
by Cisco and Microsoft certified Level Two and Three technical
support engineers. Our service hotline is 973.736.7687.
Software Support: < Top
GDIS installs a number of software packages onto your systems
to enhance their capabilities. We fully support these software
packages and have deep expertise in operating them. These
packages include Apache, Sendmail, and BIND on Linux and FreeBSD
systems and IIS and MailMax on Windows systems.
Portal: < Top >
SecureNET, our customer security portal, provides up-to-the-minute
detail on the security of your hosting environment as well
as late-breaking news about security exploits and your exposure
to them. Drawing on the expertise of the GDIS Security Team,
SecureNet offers a listing of known exploits and instructions
on how to check whether any of the devices in your hosting
environment are vulnerable to them.
Knowledge base: < Top >
GDIS maintains one of the most comprehensive repositories
of information on managed hosting in the world. Over the past
three years, we have accumulated a wealth of information on
all aspects of hosting databases, applications, and web sites
on the Windows and Linux platforms.
My Account Customer Support Portal:<
Being able to get an instant snapshot of the servers in your
hosting environment is essential to managing your web presence
properly. Our customer extra net, My Account, provides up
to the minute information about your hosting environment.
My Account is available to customers 24 hours a day. Besides
being able to change specific server details such as usernames
and passwords, you can view bandwidth statistics, your trouble
ticket history, and the latest security information.
Bandwidth: < Top >
Theres nothing worse that having a huge surge of traffic
to your web site and not having the bandwidth available to
handle all the new visitors simultaneously. Our proprietary
network provisioning system can quickly provision network
capacity for your hosting environment to accommodate unexpected
network activity. This means that youll always have
enough headroom to handle new visitors to your web site, even
if 10 times more than you expect show up. You may view your
current bandwidth usage at any time by logging into our customer
Network: < Top >
GDISs network has been designated by Cisco Systems as
"Cisco-powered", meaning that it has passed Ciscos
compliance audit for security, redundancy, and speed. In fact,
GDIS is one of only a handful of hosting companies in the
world to be designated "Cisco-powered". Our ultra
secure and redundant network is built exclusively on hardened
Cisco Systems routing, switching, and security equipment.
The fully switched network is regularly audited for security
by Cisco and regularly tested from both inside and outside
the network by GDIS and certified third party security specialists.
Network Uptime: < Top >
GDIS provides customers with one of the most stringent network
uptime SLAs in the industry. We guarantee that our network
will be available up to 100% of the month. This amounts to
0 seconds of downtime per month. Should GDIS fail to deliver
these levels of network uptime, you are entitled to a service
failure credit. For more information about our network uptime,
please see Service
Replacement: < Top >
GDIS guarantees that all components of your system will function
normally. Should any component of your system fail, GDIS will
replace the failed component at no cost to you. Hardware replacement
will begin immediately upon identification of component failure
and is guaranteed to be completed within 1 hour of problem
identification. Hardware is defined as any component owned
and/or operated by GDIS Managed Hosting. This includes but
is not limited to servers, firewalls, load-balancers, switches,
Bandwidth Reporting: < Top
Understanding your bandwidth usage and traffic patterns is
essential to success on the Web. GDIS provides detailed reporting
metrics on bandwidth usage. You can generate bandwidth usage
reports 24 hours per day on our customer extra net, My Account.
Bandwidth usage can be viewed and sorted by day or by month.
Additionally, both outgoing and incoming bandwidth are measured
separately to provide granular detail on the types of interaction
your users are having with your servers. Estimates of monthly
bandwidth usage provide valuable information when deciding
when it may be necessary to scale your servers to handle the
Billing and Payment Reporting: <
Our online accounting system provides an up-to-the-minute
status of your GDIS account. You have the ability to view
your most current statement and check the bandwidth and system
details on every component in your configuration. Plus, paying
an invoice has never been easier! Our automated payment manager
lets you pay an invoice instantly as well as change your billing
information for future billing periods.
Contracts: < Top >
GDIS is committed to providing the best service in the industry
were dedicated about it! We dont require
long term contracts for our managed hosting services because
we are confident in our ability to earn your business every
month. Plus, with monthly contracts, scaling your level of
service or your system configuration is fast and easy
something thats essential for businesses moving at the
speed of the Internet!
Emergency Response: < Top
GDIS dedicated Support technicians are available by phone
24 hours per day, 7 days per week to respond to emergency
situations that you may have with your servers. To report
a down system or service, or to simply talk to one of our
award winning support technicians about an issue with your
web presence, simply call our support hotline or visit our
online emergency support portal My Account. Our service hotline
Network Intrusion Detection System:
< Top >
GDIS has a multi-layered approach to network security. Your
systems first line of defense from malicious network
activity is our proprietary intrusion detection system. Our
IDS is a host-based system that constantly monitors server
network connections to detect malicious activity. If suspicious
network activity is detected, our team of security specialists
is immediately notified and deployed to investigate the activity.
Providers: < Top >
GDIS utilizes connections to multiple backbones to ensure
that data reaches the end-user in the fastest, most efficient
manner possible. We run the Border Gateway Protocol (BGP4)
for best case routing. Our entirely switched, Cisco powered
network employs Cisco GSR 12000 class routers running HSRP
(N+1 hot failover) to ensure that data can be routed even
in the event of a router failure. The BGP4 protocol is a standard
that allows for the routing of packets of information sent
out from the GDIS Network. Our network also has plenty of
excess capacity, even during peak hours. In fact, we currently
have over 1.8 Gbps of routable Internet transit coming into
our primary data center.