At Bashton, we have been offering 24/7 support for Linux since our creation in 2004. We don’t have a ‘support department’ and a ‘consultancy department’ - our staff perform both roles, ensuring that you receive the same high quality of service whether we’re carrying out a large project or you’re just calling for a quick piece of advice.

Support Levels

	Bronze	Silver	Gold
Hours covered	Business Hours	Business Hours	24/7
Response Time	4 business hours	2 business hours	30 minutes
Charging Basis	Pre-paid hours	Per machine	Per machine
Included Support events	As per pre-paid hours	Unlimited	Unlimited
Automated monitoring + alerting
Management available

Automated Monitoring

Our silver, gold and platinum plans include full automated monitoring of the hosts supported. This monitoring includes both checks of functionality, for example ensuring that your website front page responds with the expected text, and service monitoring - for example ensuring that database replication is working correctly.

If something isn’t as it should be, an alert is automatically raised for a member of our staff, and optionally yours too.

24/7 Support

Outside of office hours, we provide round the clock cover by means of a rota system. At all times, there is a primary, secondary and tertiary engineer assigned. The primary engineer is automatically notified in the event of a critical alert from our monitoring systems, or an urgent call from a customer. If the primary engineer fails to respond in a timely manner this is then escalated to the secondary engineer, and if they fail to respond the tertiary contact is notified. During the whole of 2011, a secondary contact was notified only once, and a tertiary contact was never needed, illustrating our commitment to a speedy response.

Management available

If you’d rather hand over the day to day running of your servers to us, we also offer full management. For details, please see our Linux server management page.