Host your own server in your data centre of choice, we help you look after it...
What is Remote Hosting?
In many cases, your company policies will require you to host applications within a specific hosting facility or behind your corporate firewall, usually making it difficult to get outside assistance and support.
Our Remote Hosting service gives you additional support and expertise to help maintain Atlassian products that you host yourself.
How does it work?
We offer you the same expert resources as we would for our Dedicated Hosting service, including upgrades and support - the only difference is that you host the server!
Adaptavist manage everything that we would if the machine were in our facility with the exception of hardware and networking as those are obviously already managed by your facility - all you need to do is make sure that the machine is physically running and routing network traffic.
When something goes wrong, we help you fix it. We're the only company in the world that not only have extensive experience of hosting Atlassian products, but also develop plugins and patches for the products - we know them inside and out, as hosts, developers, administrators and end-users and that enables us to solve more problems in less time.
The service also includes a standard 4-hour system health check once every 3 months, on request. This covers general maintenance of the system and a checkup of things like the internal cache configuration.
Unlike other outsourced support, we don't require exclusive control of your servers. We don't replace your in-house team, we work with them to help solve issues more quickly and fill knowledge gaps.
What aspects of the system do Adaptavist support?
We prefer you to be running SuSE Linux, MySQL, Sun's Java 5 (or above) and either the Tomcat or Resin container (that's where the majority of our in-house knowledge is and the same set-up as our own hosting services). If you're Windows based, or using some other environment that is standard within your organisation, we can still provide the remote hosting however you'll be mostly responsible for the areas where we have less knowledge. The key to this service is Adaptavist's experience of making Confluence run smoothly based on our extensive experience of the product.
When it comes to issues relating to Atlassian software we aim for 95% of the issues to be resolved in-house without the need to refer the case to Atlassian (although we may need their input from time to time). In most cases, our customers have never had issues requiring Atlassian input.
We welcome any question you have, regardless of whether it fits within our specialities or not - we're happy to point you in the right direction and even have a go.
If there is anything specific you want to ensure we can support to your required level, please ask and we'll be happy to discuss your concerns.
What does it cost?
Remote hosting costs £150 per month per server, including your first Atlassian application (typically Confluence). Each additional application is supported at £75 GBP per month.
There is typically a £199 set-up fee, which is dependent on the amount of work required to get the server up to our standards. As this can vary (including being reduced where there is less work) we recommend you talk to us. At some point we hope to add a list of common scenarios to help you pre-judge this cost better.
Minimum contract term is 3 months.
In cases where we cannot access your server via the internet or a VPN and are unable to resolve issues via our Customer Support Portal (or telephone in cases were you have an upgraded Service Level Agreement, an on-site visit may be required which would incur additional costs (expenses, travel, accommodation, etc).
Discounts are applicable for paying quarterly (5% discount) or annually (10% discount) in advance.
FAQs
Can you provide the server pre-installed?
No, we do not provide the physical server. In most cases your IT department will have a preferred server vendor. We can, however, remotely install and configure the applications.
Do you support Windows?
Yes, but we are not Windows experts. We will support the applications and manage the system as best as we can, however our performance will be decreased and we will need your assistance to help us with the knowledge gaps when it comes to the more technical windows-specific questions.
We recommend that if you are running Windows, that you have in-house expertise in managing and maintaining applications on Windows servers so that you can answer questions such as:
I know that something is listening to TCP localhost:8080, however I've no idea what. On unix I would just do "sudo netstat -nlp | grep 8080" - can you get me what the equivalent is on Windows please?
Do you need remote access/remote hands?
We'll take what we can get, the cost doesn't vary depending on the level of remote access we have - the time for resolution will just increase as having someone attempt to read out a stacktrace over a phone will clearly take far longer than an engineer who knows what to look for skimming it.
Our preferred environment is:
- Linux (preferably OpenSuSE 10.3)
- Apache v2
- MySQL v4.1 / v5.0
- Tomcat v5.5
- Java v6
- The latest Adaptavist-recommended Confluence release
- Direct SSH access using PKI
We understand that the above is an ideal and each step you take away from that will only slow us down. The equivalent of SSH access on Windows is Remote Desktop.
The majority of our engineer's use Mac OS X, please bear that in mind if you require us to connect to your servers through bespoke VPN software.
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