Support, Maintenance, and Hosting

VerseOne is the creator of browser-based content management applications and, as such, secure hosting is a vital component in the company's strategy. Not only are the servers backed up and constantly monitored 24/7, but VerseOne offers a comprehensive Disaster Recovery Plan and escrow service should the unthinkable happen.

Combined with the dedicated expert support team—of whom VerseOne is justly proud—all of this adds up to an after-sales partnership which is second to none.

Support

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.

All customers 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.

Maintenance

VerseOne provides on-going maintenance for all of its solutions, from design enhancements to software bug-fixes and minor upgrades. This continuous maintenance ensures that VerseOne solutions continue to work for customers now and in the future, gracefully and without degradation.

Hosting

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 24/7 x 365 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.

Last updated: 16 May 2012