As Linux goes mainstream, Linux support will become critical. Caldera blew us away with its TEAM (Technical Expertise Account Management) support service.
The TEAM tech staffers are accessible and responsive--and go the extra mile that makes for a successful long-term support relationship. The main leg up Caldera has on rivals--and on most service providers--is that it assigns each customer a technical account manager who serves as a single, accessible point of contact.
In our tests, Caldera sent us a welcome e-mail containing information pertinent to our fictional account and detailed instructions on how to access technical support. Caldera also encouraged yearly on-site visits and sent us weekly status reports via e-mail regarding all support activity. Our account manager routinely called us after an incident to ensure our problem had been solved.
The average time to a solution for a non-critical incident was one hour. Caldera also offered us Web access via its Online Manager feature, a value-add to the TEAM service. A wealth of information, from configuration to security issues, was at our fingertips, and we were able to submit incident reports, check the status of ongoing incidents and search Caldera's knowledge base for solutions to other problems online.
Caldera, (888) GO-LINUX, (801) 765-4999. www.caldera.com
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Categories: Managed Web Hosting Service | Outsourced B2C Solution | Linux Support Service
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Managed Web Hosting Service
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WINNER: EDS Hosting Services
When we created our RFI to choose a top managed Web hosting provider, we found many companies weren't up to the challenge. Of those who made the cut, EDS impressed us with the extensiveness of its proposal, showing the insight and knowledge of a long-time player in the outsourcing market by its willingness to detail limitations in its ability to completely fulfill our requirements.
EDS' solution met our needs for high availability and redundancy in its choice of supporting infrastructure and geographical disbursement, and it showed maturity in its understanding of current security issues. EDS also addressed the need for communication and management of issues via a Web-based management solution, with careful attention paid to customer-submitted issues.
Electronic Data Systems, (888) 889-1392, (972) 605-6000. www.eds.com/webhosting
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Finalist:
• Managed Application Infrastructure Provider, Xand Corp., (914) 592-8282. www.xand.com
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Outsourced B2C Solution
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WINNER: LoudCloud
There are myriad concerns when outsourcing your B2C site, including management, responsiveness of staff, availability and security issues. Loudcloud addressed all of these issues and more, making them our choice in the Outsourced B2C Solution category.
LoudCloud provides a well-rounded service, including a custom-built remote monitoring and management solution, and offers a detailed escalation and problem-resolution scheme. Coupled with its attention to security details, including routine security assessments by a third party, Loudcloud addresses concerns common to outsourcing any mission-critical application. In addition to its attention to infrastructure concerns, Loudcloud offered multiple partnerships with development firms to assist in the implementation and deployment of B2C applications as well as detailed service-level agreements to ensure timely updates and changes.
LoudCloud, (408) 744-7300. www.loudcloud.com
Finalists:
• Digitas, (617) 867-1000. www.digitas.com
• NaviSite, (888) 298-8222, (978) 682-8300. www.navisite.com
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Linux Support Service
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WINNER: TEAM Services for Linux
A good outsourced solution for any IT function requires that the service provider become an integral part of the enterprise. When we reviewed Linux support service providers, Caldera was the shining star, not only for its responsiveness, but for its service model as well. Caldera's TEAM services for Linux provided a comprehensive plan for integration of the service into the IT organization and an excellent level of technical competency and assistance.
The service's online service manager offers an additional avenue of incident management and provides a plethora of knowledge and technical tips as well.
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Finalists:
• HP Support Services for Linux, Hewlett-Packard Co., (888) HP-LINUX, (905) 206-3913. www.hp.com/linux
• Linuxcare Enterprise Support Solutions, Linuxcare, (888) LIN GURU, (415) 354-4878. www.linuxcare.com
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