Hosting and Support

VerseOne has invested very heavily in providing a secure, powerful and reliable hosting infrastructure that the vast majority of customers use to host their websites. VerseOne only hosts its own solutions, meaning that there are no concerns over unknown uploads or user applications. The bandwidth available is virtually unlimited and customers are not restricted to a limit on resources such as disk usage.

All of this comes with 24x7x365 onsite support, server monitoring and guaranteed 1-hour hardware replacement. All servers utilised by VerseOne have high levels of redundancy.

The state of the art data centre includes:

• Highly secure data centre—CCTV monitoring, halon gas fire protection
• Constant air temperature air conditioning
• Industrial grade generator power
• Fully redundant industrial grade UPS
• Security is obviously paramount, and our facilities have full police security approval.

All VerseOne customers are supported in line with the standard Service Level Agreement, incorporating escalation procedures and relevant contacts. The application support service includes a full fault diagnosis and error correction service for all of the solutions for the duration of the agreement. In addition, the service also provides for the implementation of minor enhancements and extensions to the application software, so that simple changes can be implemented under the service for an annual fee.

All customers will benefit from the following:

• Dedicated account management
• Dedicated support desk to log all support calls
• Calls can be logged either via phone, email or through the Solve support desk application
• Each call will generate a call reference number, which will be emailed to the customer
• Each call will be prioritised
• The call lifecycle will kick off internal escalations when needed
• When a call is closed. the customer will be notified and have the ability to reopen the call.