Server Management & Monitoring Quick Guide

Server Management &

Monitoring

Quick Guide

Updated August 10, 2015

Server Management & Monitoring - Overview

Service Positioning Maximize the reliability and performance of your servers and business applications without adding IT staff. Refocus your IT staff onto more strategic initiatives.

EarthLink provides advanced server management and monitoring tools, and our engineers can perform a majority of the system administrator and server management functions that customers might otherwise have to provide themselves. In addition to managing our own EarthLink Cloud servers, we can proactively manage and monitor Customers HP, Dell and other Windows servers at non-EarthLink locations. And our technical teams and security experts are poised to handle any issues that might occur – not matter what time of day or what day of the year – to minimize any impact on your business.

Product Description Ability to managed customer’s on-premises servers providing four (4) levels of Service -

Bronze Support for (EarthLink Cloud Hosting Customers Only) includes:

 24/7 NOC Support

 Proactive Management - EarthLink Infrastructure

Silver Support adds:

 Incident Management

 Server Set-up including OS installation and FTP accounts

 Monitor Alert – Server Hardware availability – alert only

Gold (Formerly “Basic”) adds:

 Proactive incident management, remediation and root cause

analysis

 Advanced Monitoring of Server Hardware, Disk, CPU, Memory

and Operating System

 OS Patching

Platinum (Formerly “Standard”) adds:

 Proactive Support of Customer-provided Hardware

 Optional Support of Approved 3rd _{Party Software (e.g. SQL, IIS,}

Benefits

 Predictable OPEX: Avoid hiring and training IT staff to manage/monitor servers.

 Improve application reliability and performance:

o EarthLink rapidly identifies and corrects network issues o Keep your business running without interruptions o Better customer experience

o Keep employees productive

 MyLink portal provides real-time visibility of server status

 Metrics and reports available to improve planning process

 Redeploy your IT staff to focus them on strategic, business-building initiatives

Availability by Server Type

Server Type Bronze Silver Gold Platinum

EarthLink vCloud Virtual Servers

Included Optional Optional Optional

EarthLink Dedicated Server Option

Included Optional Optional Optional

EarthLink Private Cloud Server N/A Included N/A N/A

Customer-Owned Servers at

Client/3rd _{Party Data Centers}

N/A Included Optional Optional

EarthLink Cloud Disaster Recovery (Replication Server)

N/A N/A N/A Included

Included = Service Level is included/required

Key Features

24x7 Staffed Network Operations Center (NOC) Support

EarthLink EarthLink EarthLink EarthLink

Incident Management -Receive, Log, Classify & Track - (Reactive)

Customer EarthLink EarthLink EarthLink

Proactive Incident Management, Remediation & Root Cause Analysis

Customer Customer EarthLink EarthLink

M o n ito r & M an ag e

Proactive Management - EarthLink Infrastructure EarthLink EarthLink EarthLink EarthLink

Server Set-up – including OS installation EarthLink EarthLink EarthLink EarthLink

Monitor and Alert - Server Availability Customer EarthLink EarthLink EarthLink

Advanced Monitoring and Alerts Customer Customer EarthLink EarthLink

Proactive Management of Server and/or OS, includes patching1

Customer Customer EarthLink EarthLink

A d d it io n a l S e rv ic e s

Asset Tracking (Dashboard via myLink – varies by service)

EarthLink EarthLink EarthLink EarthLink

Private Network Setup EarthLink EarthLink EarthLink EarthLink

DNS and IP Addressing/Management Customer EarthLink EarthLink EarthLink

NTFS & Shared folder & file permission management Customer Customer EarthLink EarthLink

PHP Setup, Configuration, and Module Installation Customer Customer EarthLink EarthLink

Active Directory Support Customer Customer EarthLink EarthLink

Configuration Management Customer Customer Customer EarthLink

Proactive Management– Customer Server Hardware Customer Customer Customer EarthLink

Anti-Virus and Anti-Malware Customer Customer EarthLink

(Optional)

EarthLink (Optional)

Install 3rd _{Party Software}1 _{Customer Customer EarthLink}

(Optional)

EarthLink (Optional)

Monitor and Manage - 3rd _{Party Software (includes}

install and patching1₎

Customer Customer Customer EarthLink

Target Market

 Businesses with three or more on-premises servers running Windows (HP, Dell or IBM)

 Businesses that have small IT staffs

 Businesses that desire more IT staff attention to strategic, business-building projects

 Businesses that have geographically diverse server locations

 Businesses that have challenges supporting servers 24x7

 Businesses where IT is not a core competency

 Businesses that would experience significant issues or financial loss if their applications

were to go down

 Businesses that are considering moving all or some of their servers to the cloud in near or

long-term, and need a combination of public and private-facing cloud environments

Customer Profile

Potential Buyers Potential Influencers

• Chief Information Officer (CIO)

• VP/Director of Information Technology • VP/Director of Strategic IT Management • Chief Technology Officer (CTO)

• Chief Executive Officer (CEO) • Chief Financial Officer (CFO) • VP/Director of Finance • Chief Revenue Officer (CRO) • Chief Marketing Officer (CMO) • Chief Operational Officer (COO) • VP/Director of Operations • VP/Director of Retail Operations • VP/Director of Supply Chain (Sourcing) • VP/Director of Investments and Special

Probing Questions

1. How do you provide routine monitoring and maintenance for the on-premises servers supporting your business applications?

2. Do you have business applications that are critical to your business and need to be running 24/7?

3. How do you monitor servers and applications on a 24/7 basis – during off-hours, weekends and holidays?

4. Do you have servers in multiple locations? Do you have IT staff in all of those locations to support those servers?

5. How do you deal with servers that crash? Are you able to immediately recognize those events and are you able to resolve those issues as quickly as you would like?

6. Do you know how much time your IT staff spends on routine server monitoring and maintenance?

7. Does your IT staff have enough time to work on business building projects?

8. Are you considering moving any servers to the cloud? Have you considered how you will manage on-premises and cloud servers in a cohesive way?

 No limit on devices included