We’ll monitor your websites and take action to restore downtime immediately. While other services support you through lengthy ticketing processes, Arcane provides 24/7 coverage to take action as a part of your team, without all the hand-holding.
Supporting cloud servers can be a rough experience without proper support. Arcane’s Systems Administration service offers dedicated human interaction, here in the U.S., with an understanding of your environment, to build an ongoing and supportive relationship.
With 24/7 monitoring, ticketing, email support, and access to our proprietary, industry best DevOps platform, Arcane’s Support for cloud instances, is finally the answer to your support needs.
Hosting with AWS, Azure, or Rackspace? Arcane’s engineers are qualified in these platforms, we’re customers of all three providers and have managed our own instances, for years! We believe in quality and attentive service from engineers you can trust to understand your system and handle your account with care. Our “Standard” SLA is an industry leading cost effective solution for small and mid-sized businesses with basic cloud support needs1.
1 “For business critical applications, consider upgrading to the Premier support package for greater response times and operator availability.
|Standard2 Service Level||AWS||Azure||Rackspace|
|< 4 Hour Standard Response Time||(12 – 24 hours)||(24 hours)|
|< 4 Hour Urgent Response Time|
|Dedicated US Engineers3|
|Supported Providers||AWS Only||Azure Only||AWS, Azure, Rackspace||AWS, Azure, Rackspace, Homebrew, etc.|
|Proactive Website Monitoring and Restoration?||Monitoring Add-On. Reactive Restore.||Monitoring Add-On. Reactive Restore.|
|Free DevOps Licensing and Integration?|
Pricing is based on a model of single production server on a single account, which is the minimum contract value for all 4 services. Rates may vary per provider, based on the number and size of servers.
|Premium3 Service Level||AWS||Azure||Rackspace|
|Price||AWS Does not offer an escalated SLA|
below its $15,000 Enterprise SLA
1 “Standard” SLA identifies the equivalent SLA/price tier for each corresponding service: Amazon’s “Business, Microsoft’s “Standard”, Rackspace’s “Navigator” (and “Managed Operations” for Rackspace solutions), and Arcane’s “Standard”.
2 All services offer dedicated Account Managers.
3 “Premium” SLA identifies the equivalent SLA/price tier for each corresponding service: Azure’s “Business Direct” and Rackspace’s “Aviator” services most closely, while Amazon offers no comparable option.
Arcane’s team of experienced LAMP/LEMP engineers are available on a 24/7 SLA to ensure up-time with monitoring and alerts systems that notify our down-time response support team, to take immediate action. Additionally, our premium SLA subscribers have access to our 24/7 SLA team by phone, email, and support system.
Arcane’s SysOps and DevOps Support and Hosting Division operates under a flat-rate recurring monthly service. Our SysOps service offers unlimited support requests for Systems Administration needs on compatible platforms. We offer several support level tiers, based on your response time and availability needs
Downtime proactive response is handled as priority/emergency, based on homepage 40X & 50X errors, and server outage. This is included in all services, regardless of SLA.
Our DevOps SLA includes access to our proprietary DevOps platform, compatible with the AWS and Azure API’s. This linux-supportive platform will identify performance, optimization, security, and longevity flaws in your frontend and backend codebase, database, and server stack. DevOps licensing is provided free of charge to our hosting clients and is made available to our Partner Network, as well. Integration capabilities and feature set, as follows:
Our hosting services offer tiered pricing for any of our 3 vendors (Amazon, Rackspace, and Azure) on a flat rate. Our 24/7 uptime guarantee may entitle you a proportionate discount for each minute of downtime.
As an agency, our strength in comparison to our competitors is not in our numbers but rather, our engineers and our pricing. We believe we offer a more affordable support service for a reasonable up-time need and will never send you overseas to a call center. CEO Michael Ricotta has worked with Rackspace for more than 10 years, even before to their acquisition of Mailtrust. Arcane Strategies also employs the use of AWS servers for all of our own hosting needs and several of our clients work with Azure. We trust that our experience is sufficient evidence of our capabilities and can help make your business more successful, too!
Arcane’s Systems Administration (SysOps) packages are offered at a flat rate, unlimited support starting at $300/mo:
This is our minimum service level with a 24/7 support and 2-4 hour response time SLA. Dedicated Account Managers are made available through extended business hours, and off-hours staff are on the clock with availability to be reached by chat, email, and ticketing.
This is our urgent response service, which continues our 2-4 hour response time through 24/7 coverage and an emergency response eligible response time of 1-2 hours. This may be compared to Azure’s “Professional Direct” service at $1,000/mo and Rackspace’s “Aviator” service, starting at $2,500. Rackspace does not offer a higher service level for its Managed Operations service (Rackspace’s own servers). AWS’s next tier is its Enterprise SLA, starting at $15,000.
Our Pay As You Go option is our least cost effective option for those relying upon Arcane for continued support. With a 9/5 SLA and 8 hour response time, it is most effective for organizations with an existing support staff, looking for backup. This option is only available to clients with an existing Client Services Division contract.
Our SLA and Pricing White Paper contains all of the details of our supported platforms, stacks, services, and detailed pricing and contract information.