Our expertise is at your disposal. With less investment into the time and resources required to manage IT needs, your organisation can focus more intensely on achieving business outcomes.
Whether you require innovation or risk elimination, we can meet your needs. Whether your business needs reliability or scalability, we will accommodate. We dedicate resources to deliver a solution that eliminates instability, worry and hassle.
That dedication extends from our solutions to our service. We call this Ultimate Support. Micron21 proudly adopts a concierge approach to Managed IT Services. Whenever you need to tap into the necessary skills of our practiced experts, you can. Night or day, from anywhere in the world.
24/7 Support
Expertise
Generous Inclusions
| Plans | 24/7 Support | ESSENTIALS | MANAGEMENT | COMPREHENSIVE | TOTAL CARE |
| Allocated monthly time | N/A | 1 hour | 3 hours | 6* hours | 10 hours |
| What's Included | Initial fault investigation & Self Serve ("How To") assistance. All requests responded to within 24 hours. | Basic problem diagnosis and resolution & general configuration changes | Advanced problem diagnosis and resolution & service management | Proactive service monitoring, management & reporting. Priority support & escalation. | Comprehensive Plan for all our Services. Includes access to senior technicians and account management. |
| CLOUD WEB HOSTING (SHARED) |
24/7 Support | Website: Essentials | Website: Management | Website: Comprehensive | Total Care |
| PRICE | Included | $55.00 inc | $110.00 inc | $220.00 inc | $1650.00 inc |
| Single cPanel Express Transfer | Turn-Key migrations for a single website | Turn-Key migrations for multiple websites | Priority support and issue escalation. | ||
| Service access and connectivity issues | php.ini and .htaccess configuration assistance | Content Management System (CMS): Resolve security breaches | Vendor support escalation | ||
| Account enquiries | Content Management System (CMS): Basic Support "How to" | Content Management System (CMS): Plugin Install, Configure & Remove | Content Management System (CMS): Perform any requested work | ||
| Licensing assistance | Control Panel (cPanel/Plesk): Configuration & Support | Content Management System (CMS): Settings & Configuration | Content Management System (CMS): Updates & Upgrade scheduling | ||
| Control Panel (cPanel/Plesk): Basic Support Includes all "how to" queries | Diagnose and resolve DNS issues | Business Hours Change Management Windows | Uptime Management: Proactively respond to service down events | ||
| Settings configuration advice | Support and configure DNS settings and nameserver delegation | Advanced problem resolution (<30m/incident): OS, Web Server & Network | Monthly Site Health Reporting (Availability & Performance) & Advice | ||
| Password resets | Diagnose and resolve AutoSSL & SSL issues | Uptime Monitoring | Outside Business Hours Change Management Windows | ||
| Backup & Restore advice | Create, restore and manage backups | Compromised website recovery | Best Efforts Third Party application and web code support | ||
| Initial fault investigation | Basic problem resolution (<10m/incident): Operating System | Database (DB): Repair & Optimise | |||
| Service Restarts | Database (DB): Installation & Configuration | Remote Eyes: Local PC issues in accessing M21 services |
| CLOUD WEB HOSTING (RESELLER) |
24/7 Support | Website: Essentials | Website: Management | Website: Comprehensive | Total Care |
| PRICE | Included | $110.00 inc | $220.00 inc | $330.00 inc | $1650.00 inc |
| As Above | As Above but for multiple cPanel Accounts | As Above but for multiple cPanel Accounts | As Above but for multiple cPanel Accounts | ||
| Turn-Key migrations based on plan size | Additional Turn-Key migrations included | Full website migrations |
| EMAIL HOSTING | 24/7 Support | Mail: Essentials | Total Care | ||
| PRICE | Included | $55.00 inc | $1650.00 inc |
| Account Management | Push Queued Mail | ||||
| Service access and connectivity issues | Create Distribution Lists, Alias', Forwarders, Contacts & Shared Resources | ||||
| cPanel to cPanel Migrations | SPAM investigation & Custom Rules | ||||
| Licensing assistance | Remote Device Access: Email configuration (Business Hours as scheduled by M21) | ||||
| Control Panel (cPanel/Plesk): Basic Support Includes all "how to" queries | Message Tracking | ||||
| Settings configuration advice | |||||
| Password resets | |||||
| Backup & Restore advice | |||||
| Initial fault investigation | |||||
| Service Restarts |
| VPS, VCS & PHY | 24/7 Support | Server: Essentials | Server: Management | Server: Comprehensive | Total Care |
| PRICE | Included | $165.00 inc | $440.00 inc | $770.00 inc | $1650.00 inc |
| Account Management | Push Queued Mail | Content Management System (CMS): Resolve secuirty breaches | Priority support and issue escalation. | ||
| Service access and connectivity issues | Create Distribution Lists, Alias', Forwarders, Contacts & Shared Resources | Content Management System (CMS): Plugin Install, Configure & Remove | Vendor support escalation | ||
| cPanel to cPanel Migrations | SPAM investigation & Custom Rules | Content Management System (CMS): Settings & Configuration | Content Management System (CMS): Perform any requested work | ||
| Licensing assistance | Remote Device Access: Email configuration | Business Hours Change Management Windows | Content Management System (CMS): Updates & Upgrade scheduling | ||
| Control Panel (cPanel/Plesk): Basic Support Includes all "how to" queries | Message Tracking | Advanced problem resolution (<30m/incident): OS, Web Server & Network | Uptime Management: Proactively respond to service down events | ||
| Settings configuration advice | Diagnose and resolve Hypervisor Issues | Uptime Monitoring | Monthly Site Health Reporting (Availability & Performance) & Advice | ||
| Password resets | Operating System (OS): Settings & Configuration | Compromised website recovery | Outside Business Hours Change Management Windows | ||
| Backup & Restore advice | Networking (NW): VLAN configuration, IP Tables & Basic config | Database (DB): Repair & Optimise | Best Efforts Third Party application and web code support | ||
| Initial fault investigation | Application (APP): Supported Apps - Installation & Configuration | Remote Eyes: Local PC issues in accessing M21 services | Operating System (OS): Perform any requested work | ||
| Service Restarts | Operating System (OS): Resolve Security Events | Operating System (OS): Resolve Application Events | |||
| Firewall configuration changes | Operating System (OS): Package Install, Configure & Remove | Customer scheduled Updates & Upgrades | |||
| Add/Remove Resources | Operating System (OS): Resolve System Events | Monthly Services Health Reporting (Availability & Performance) | |||
| Operating System (OS): Performance | Root Cause Analysis | ||||
| Micron21 scheduled Updates & Upgrades | Dedicated Problem Manager | ||||
| Formal Incident Reporting | Application (APP): Third Party - Issue Management (Best Efforts) | ||||
| 24/7 Monitoring: Infrastructure, Server & Network | Third Party Vendor Management | ||||
| Networking (NW): VPN configuration | 24/7 Proactive Issue management | ||||
| Application (APP): Supported Apps - Issue Management | Solution & Network Architecture | ||||
| Application (APP): Third Party - Installation & Configuration | Newtorking (NW): Advanced Routing: BGP, OSPF & eVPN | ||||
| IRAP Management & compliance maintenance* | |||||
| PCI Management & compliance maintenance* |
*Excludes external charges and licences such as compliance certification, vulnerability scanning, independent audits and penetration testing
| COLO | 24/7 Support | Server: Essentials | Server: Management | Server: Comprehensive | Total Care |
| PRICE | Included | $165.00 inc | $440.00 inc | $770.00 inc | $1650.00 inc |
| Server Racking & Deracking | Remote Hands (REM): Hardware installation & Configuration | Remote Hands (REM): Hardware diagnosis & resolution | Remote Management (REM): Third Party DC Colo facilities | ||
| Packaging removal & disposal | Create, restore and manage backups | Operating System (OS): Resolve Security Events | Operating System (OS): Perform any requested work | ||
| Remote Hands (REM): Power Cycles & Equipment Checks | Support and configure DNS settings and nameserver delegation | Operating System (OS): Package Install, Configure & Remove | Operating System (OS): Updates & Upgrade scheduling | ||
| Escorted Data Centre access by appointment | Diagnose and resolve DNS issues | Operating System (OS): Resolve System Events | Operating System (OS): Resolve Application Events | ||
| Initial Fault Investigation | Diagnose and resolve Hypervisor Issues | Operating System (OS): Performance | Monthly Services Health Reporting (Availability & Performance) | ||
| KVM over IP access by appointment | Operating System (OS): Settings & Configuration | Formal Incident Reporting | Root Cause Analysis | ||
| Networking (NW): VLAN configuration, IP Tables & Basic config | 24/7 Monitoring: Infrastructure, Server & Network | Dedicated Problem Manager | |||
| Unescorted Access: Staging Room & Common Areas | Networking (NW): VPN configuration | Third Party Vendor Management | |||
| Unescorted Access: Customer Office Space, Kitchen, Rec Room | 24/7 Proactive Issue management | ||||
| Solution & Network Architecture | |||||
| Networking (NW): Advanced Routing: BGP, OSPF & eVPN | |||||
| Securely dispose/destroy data or hardware | |||||
| Unescorted Access: Meeting Rooms, Gym, Shower |
| SECURITY APPLIANCES | 24/7 Support | Service: Essentials | Service: Management | Service: Comprehensive | Total Care |
| PRICE | Included | $165.00 inc | $440.00 inc | $770.00 inc | $1650.00 inc |
| E.g. DDoS, WAF, Custom FWs | Custom Firewall (FW): Installation & Configuration | DDoS: Custom Layer 7 Signatures | |||
| Custom Firewall (FW): Issue Management |
Our fully managed support plans offer peace of mind and the security of support any time you need it. Remove the worry and stress associated with maintaining IT infrastructure and an in-house IT department, and focus energy on more important operations.
Micron21 support plans encompass everything from self-managed services to fully managed solutions. There are options for small businesses, and clients who require the reliability of an enterprise solution without the responsibility of maintaining the entire environment.
With Business Support, our engineers are available to help when you need it most. Our engineers are highly responsive, and we welcome phone contact from 9am to 5pm, Monday to Friday.
Micron21 support engineers will assist you with any inquiry – from setting up a mailbox, to a sysadmin wanting a second pair of eyes to check his database configuration. In the event of a problem with your service, call or e-mail us for on-the-spot problem resolution.
With all the benefits of the Business Support package, 24/7 Premium Support comes with an added suite of extras. If your business needs more than just a 9-to-5 lifeline, our 24/7 Premium Support package gives you a direct line to our dedicated on-call support technicians. We understand that businesses run outside of traditional hours; we're a round-the-clock company ourselves.
In addition to 24-hour phone support, we provide passive support and monitoring – we add your servers to our alerts list. Our engineers are aware of critical problems and working to fix them before you can pick up the phone. Where possible we keep you informed – for updates and assurance on the performance of your service. You will also receive automatic e-mail notifications about usage and alerts regarding your services.
For enterprise level operations, secure a vast array of benefits in addition to Business Support and 24/7 Premium Support while covering your entire suite of products for one cost.
Customers with our Ultimate Support package receive a custom proactive monitoring set up, with the option to receive SMS and e-mail notifications in the instance of an event regarding mission-critical services.
Ultimate Support customers demand every aspect of High Availability, monitoring, support, security, and maintenance possible. If risk-free operation is a priority, the Ultimate Support package delivers absolute assurance and the confidence of devoted engineers bolstered by robust support frameworks.
With a self-managed solution, you are responsible for the administration of the operating system and all software applications running on your service. This includes all updates, patches, security and backups.
Self-managed service is designed for organisations with their own IT system administrators.
Micron21 retain responsibility for maintaining the physical hardware and data centre infrastructure, including power, cooling and networking services. We have the foundations covered – so you can focus on your own servers.
