DescriptionLeaseweb offers two ways to manage a network infrastructure:
1) Self managed: You manage your network equipment (monitoring, backups, and other changes – with Leaseweb's help when needed) and Leaseweb just fixes or replaces when something is broken
2) Networking Management Packs (Leaseweb managed): Leaseweb manages the network equipment on your behalf and you just tell us what changes you need.
In both options, all services to fix or replace your equipment (“Standard Support”) are included at no extra charge in the fee for the equipment. Additional help, expertise, or execution of changes (“Advanced Support”) is charged on a usage basis. Service Level Agreements are available that drive Leaseweb's response time to support requests and that include a number of pre-paid Advances Support hours, making the support costs predictable and decreasing the fee per hour.
Networking Management Packs
Networking Management packs include:
1) Daily configuration back-up
Every 24 hours, a configuration backup is made, which can be restored by Leaseweb in case the equipment is replaced or in case a non-recoverable configuration error was made in the configuration of the equipment.
2) Incident monitoring and resolution
Leaseweb’s monitoring systems monitor the device or service 24 hours per day and alert the Leaseweb operations staff in case of an incident or (risk of) performance degradation.
3) Incident and change logging
Leaseweb records, tracks, and analyzes every incident on an ongoing basis, providing actionable insight on network equipment issues.
5) Software updates
Leaseweb keeps track whenever a major update or a new stable OS version is being released. Whenever this happens, Leaseweb contacts the customer to check whether the customer wants to perform the upgrade.
4) Configuration changes
Leaseweb executes change configuration requests as Advanced Support tasks
Service Level Agreements
The Service Level Agreements (SLAs) for Dedicated Network Equipment are identical to the SLAs for other Dedicated Equipment (e.g. servers). Our Basic Service Level Agreement is free with all our dedicated network equipment.
Free phone support
Hourly Rate Fee Advanced Support
Advanced Support Included