Managed Hosting and Support Services

Operational Support Services

Overview

Operational Support Services are designed to assist businesses in managing and maintaining their IT infrastructure, middleware and artefacts (API’s and Integration Services) efficiently across various integration platforms (iPaaS) such as WSO2, Boomi, Azure, AWS, and Mulesoft. Our team of experts provides round-the-clock (24/7) support, ensuring your systems are running smoothly and efficiently. This service is ideal for organizations that require expert assistance to manage daily IT operations, including troubleshooting, maintenance, and updates on these technologies.

Main Features

• 24/7 Monitoring: Continuous oversight of your IT systems, including integration platforms (iPaaS) like WSO2, Boomi, Azure, AWS, and Mulesoft, to identify and resolve issues before they impact your operations.
• Help Desk Support: Direct access to a knowledgeable global support team experienced in a variety of technologies to resolve technical issues and answer IT-related queries.
• Maintenance and Updates: Regularly scheduled maintenance and updates for a range of platforms, ensuring your systems are up-to-date and running optimally.
• Security Management: Proactive security measures and strategies specifically tailored for the technologies you use, safeguarding your systems from cyber threats and vulnerabilities.

Main Benefits

• Expertise in Key Technologies: Deep knowledge and support across essential integration platforms (iPaaS) such as WSO2, Boomi, Azure, AWS, and Mulesoft, ensuring expert guidance and problem resolution.
• Entire IT Support: From monitoring to security, get all aspects of your IT infrastructure managed effectively, regardless of the technologies involved.

Managed Hosting Services: Connext Platform

Overview

Managed Hosting Services provide businesses with a comprehensive hosting solution that includes extensive management of compute power and Middleware iPaaS like WSO2 and Boomi, across different environments in the cloud, such as Azure and AWS. This service ensures high availability, performance, and security for your API’s, Integrations and Identity Management hosting needs, with specialized support for integrating and managing WSO2 or Boomi iPaaS integration platforms.

Main Features

• Custom Server Setup and Configuration: Private and tailored configuration of compute power in the cloud, to meet specific business requirements, including setup for WSO2 or Boomi.
• Managed Security: Advanced security measures implemented across all supported technologies, ensuring your hosted environments are protected against threats.
• Performance Monitoring: Dedicated monitoring of compute power performance on Azure or AWS, to ensure your applications run smoothly and efficiently.
• High Availability: Comprehensive high availability solutions, safeguarding your critical business processes.

Main Benefits

• Specialized Hosting Expertise: Whether you’re using WSO2, Boomi, Azure, AWS, or Mulesoft, our managed hosting services are designed to provide expert management and optimization.
• Technology-Specific Support: Benefit from our specialized knowledge in managing and optimizing a wide range of technologies, ensuring your hosting solution is fully aligned with your business needs.

Leaflet Connext Platform

Core features

Download now

Managed Hosting Services: Monitoring-as-a-Service

Overview

With our cloud-based Monitoring-as-a-Service solution we support our customers with an easy solution for complex monitoring technology. We provide out-of-the-box monitoring solutions for WSO2 stacks as well as Boomi stacks. With our plug-in’s you can monitor the underlaying technology as well as your business processes. Due to the dashboarding, you are always able to see and watch what is going on in your organization.

Main Features

• Elastic Search, Logstash, Kibana (ELK) for WSO2 stacks including plug-ins.
• Elastic Search, Logstash, Kibana (ELK) for Boomi stacks including plug-ins.
• 24/7 managed and operated by Yenlo.

Commercial model

For both services, Operational Support as well as Managed Services, the commercial model is based on a one-off budget and a yearly recurring budget consisting of two parts and works similar.

One-off budget: Setup the service in scope

During the setup-phase we onboard your infrastructure, application systems and artefacts in scope in our support documentation and procedures. Next to the onboarding of the IT-resources, we also enroll your organization into our support service desk, communication matrix and SLA monitoring.

After the setup-phase your organization is ready to get served by our support team. In case of our Managed Hosting Services, the finalization of the setup-phase is also the start of the execution phase whereby Yenlo takes control for the managed artefacts, including underlying platform technology, in scope.

Yearly recurring budget: Execute the service in scope

Inside you support contract, you will find a section for the yearly subscription on our service as well as the variable support hour bundle.

Part 1: Fixed yearly subscription

The fixed yearly subscription gives you per default a couple of guarantees and services.

• Assistance from Service Manager
• Availability of Yenlo Support Team conform SLA
• Incident follow-up for the Target Solution conform SLA
• Maximal 3 user account access to Support Portal for support inquiries
• Default component monitoring (if in scope in the Agreement):
  • Health checks on the Connectivity (endpoints, certificates)
  • Health checks of the Middleware components
  • Health checks of the Artefacts on technical level
• Log analyses and optimalisation recommendations
• Monthly Operational Support service report
• Yearly Target Solution health check report
• Frequent Operational, Tactical and Strategical meetings

In case of Managed Hosting Service, also included are (if not agreed otherwise):

• All hosting compute resources (servers, CPU, memory, storage, connections)
• All software subscriptions and licenses

Yenlo supports several SLA-models. Each SLA-model stands for; The guaranteed reaction time on incidents and service request. The windows-of-operation (when are you eligible to connect to our support team). And in case of Managed Hosting Services also the uptime guarantees applied on the managed infrastructure and artefacts in scope.

• Model 1: P1 and P2 based on 24/7
• Model 2: P1 in 24/7, all other priorities during Window-of-Operation
• Model 3: All priorities during Window-of-Operations (Same-Business-Day)
• Model 4: All priorities during Window-of-Operations (Next-Business-Day)
• Model 5: All priorities during Window-of-Operations (Within-5-Business-Days)
  The height of the yearly subscription fee is based on the SLA-model of your choice.

Part 2: Variable Support Hour Bundle

The Support Hour Bundle is designed to flexible react on support tickets by our support- and expert teams:

• Incidents automatically generated by our monitoring system
• Incidents requests manually entered by your organization
• Service requests manually entered by your organization

Time spent on these kind of support tickets will be deducted from the Support Hour Bundle. To avoid delay in reacting on (critical) incidents, the Support Hour Bundle needs to be purchased upfront. Support Hour Bundle vary in the number of included support hours. The higher number of support hours in the Support Hour Bundle during purchase time, the relative lower price per support hour gets.