Hosting Support Services

BOCC’s hosting support services agreements cover full system support for items, which are not covered by the initial set-up, configuration and racking of your servers; as well as the standard server uptime monitoring.

Covered under the hosting support services agreement, BOCC will monitor your server(s) 24 hours per day, 7 days per week and will carry out a 'ping' and 'http' request every 5 minutes to ensure that the server or website is available. We automatically alert our clients by SMS text messaging or email if two consecutive failures occur.

If you are unable to resolve the problem for whatever reason, then you have the peace of mind that you can request our Support Team to take a look for you. Your authorised staff will be able to submit support incidents to BOCC via our secure online helpdesk. We will respond and investigate the incident within the agreed service level agreement (SLA) of a maximum one hour response time. This will be in order to bring the server and / or website back online as soon as possible.

As part of your online Helpdesk account you can track and review historical incident information and also access BOCC Server Uptime Monitoring Reports.

Our support service agreements are based on the amount of time you will need on an ongoing basis. Support agreements are flexible and if you find that you need more contract time from us, then you can increase the monthly limit as necessary.

Support agreements are provided on a minimum 12-month contract basis that are payable in advance. We typically annualise agreements so that any unused time from previous months are rolled over into the next until the contract expires.