sorbus BASE is included as standard with all sorbusASP applications and services.
The primary objectives of sorbus BASE are to ensure that we deliver a comprehensive and quality service to our customers, and that their users access sorbusASP applications and services in a transparent manner.
sorbus BASE achieves this by providing a tightly integrated set of sub-services that deliver common components to sorbusASP applications and services.
These sub-services provide a solid foundation upon which to build an expanding range of cost-effective, subscription-based applications and services that are scalable and can be rapidly deployed.
Connectivity
The Connectivity sub-service provides connectivity between sorbusASP,
our customers and the Internet. Customers have a choice of connectivity
options that have been designed to meet a variety of business needs.
Customer connectivity - Options include:
- Site access to sorbusASP via the Internet using either Virtual Private Network (VPN) or server-based computing technologies.
- Site access to sorbusASP via a direct connection to our data centre.
- Access to sorbusASP via the Internet, using either secure tunnelling technology or a Web browser with secure connections (SSL), for mobile workers.
Internet connectivity - This includes:
- Multiple high-bandwidth connections using different telecommunications providers.
- Support for automatic re-routing of network traffic should a connection fail.
- Facilities to increase bandwidth as required.
Security
sorbusASP applications and services are tailored not just to your business
and users needs but also to meet your security considerations. We review
your network's business needs and service requirements to create a sensible,
effective and manageable security plan, which allows secure and manageable
access to sorbusASP applications and services without disrupting your
normal flow of business and information.
With high-visibility applications such as collaborative computing and CRM, users require exceptional levels of security. sorbusASP utilises industry standard electronic encryption and password based access to ensure no prying eyes have access to sensitive information.
The sorbusASP Security sub-service addresses both network and application/transaction security and includes the:
- Use of authentication/encryption.
- Use of Virtual Private Networks (VPNs).
- Installation and configuration of firewalls.
- Detection of attempted security breaches with automatic notification to the sorbusASP Service Desk and verification that the sorbusASP Security sub-service was not compromised.
With respect to sorbus COLLABORATOR, all information passed between the full Microsoft Outlook client and the Microsoft Exchange server is encrypted, providing peace of mind when it comes to company confidential information. Similarly, when Outlook Web Access is used, information is only passed over secure connections.
Anti-Virus Protection
The Anti-Virus Protection sub-service provides scheduled and on-access
file scanning for predefined viruses across all servers in the sorbusASP
data centre. The virus library is updated regularly, together with automatic
monitoring of third-party virus alert services.
With respect to sorbus COLLABORATOR, scanning is performed on all inbound and outbound e-mail content (including attachments) thereby ensuring that individual users, or external e-mail recipients, do not propagate viruses.
Backup & Restore
Backing up application servers can be problematic and may result in server
downtime. In the 24-hour non-stop "e-enabled" world of today, this is
increasingly not an option. The Backup & Restore sub-service ensures regular
tape backups are performed and that servers keep running non-stop. Backup
tapes are stored at secure, off-site locations. The restoration of user
data that has been accidentally lost is provided as standard (upon request).
Software Update
Updating operating system and application software can be expensive and
time-consuming. The Software Update sub-service ensures sorbusASP servers
and user workstations are automatically updated as and when required.
Software updates may consist of security updates, product updates (i.e. new functionality) and new releases. These are delivered through flexible but controlled procedures. Updates may be delivered remotely, on-site or via self-service (i.e. where the customer applies the updates).
As part of our change management procedures, all server-based updates are tested and verified off-line before being applied to a live application/service. Note that workstation updates are only applied to sorbusASP application components.
Service Desk
The Service Desk is the central point of contact between sorbusASP customers
and ourselves. All calls to the Service Desk are logged and tracked by
a call handling system to ensure service levels are met. The Service Desk
handles all user administration requests, any service-related enquiries,
and all problem/fault reports. Behind the sorbusASP Service Desk is a
team of technical experts who can often identify faults before they cause
an application failure, thereby reducing the risk of service interruption.
Service Management
Service Management encompasses both customer management and systems management.
Customer management
As a customer-focused service, sorbusASP treats customer management very
seriously. With this in mind, the following service elements are central
to our approach:
- Creation of Service Level Agreements (SLAs) detailing the services, costs, terms and conditions. Our SLAs are designed to ensure high availability, reliability and data integrity - all with completely visible and scalable cost of ownership through use of the subscription model.
- Professional project management at service initiation, ensuring a smooth and trouble-free introduction to sorbusASP applications and services.
- Proactive account management, via named account managers, with regular service reviews.
- Comprehensive user administration.
- Clear and concise billing system.
- Service change management.
Systems management
As the health of our systems (i.e. infrastructure and applications) is
vitally important to the operation of our services, systems management
is also taken very seriously. We keep our network, servers and applications
tuned for optimum performance, enabling users to stay their most productive.
Our servers are built using the latest fault-tolerant hardware to maximise their availability and reliability. Each server is individually documented and monitored to ensure it remains in peak health, thereby providing the most efficient service possible. The sorbusASP data centre is protected by both electronic and physical security measures to ensure the security of customer data. Our customers can rest easy knowing their information is secure and regularly backed up, and that any problems will be quickly resolved by the highly qualified technical experts at our data centre.
