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With businesses increasingly dependent on technology and the cloud for running their businesses, secure and uninterrupted access to applications and data is critical. But IT staff can quickly become overwhelmed with support requests, impacting resolution times and reducing their focus on core initiatives. EarthLink Business provides an array of support services that reduce the burden of day-to-day maintenance while ensuring secure, reliable access to mission critical applications.
Our experienced IT staff provide 24/7/365 assistance and monitoring of networks, power, and hardware, and can also offer add-on services including operating system (OS) installation and maintenance, advanced monitoring, database backup and restore, performance tuning, and security assessment.
Bronze service is included with Cloud Hosting and Dedicated Server, with three options for added support.
Network Support
Power Support
Bronze
Yes
Yes
Silver
Yes
Yes
Gold
Yes
Yes
Platinum
Yes
Yes
Hardware Support
Server Reboot
Backup Management
Restore
24/7 Emergency Support
Basic Monitoring
Advanced Monitoring
OS Installation
OS Patches & Updates
AV Services
OS Reloads
Preferential Hourly Rate
Performance Tuning
Security Assessment
Exchange Administration
Yes
1
Yes
Yes
Unlimited
Yes
1
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Unlimited
Yes
2
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Unlimited
Yes
4
Yes
Yes
Yes
Yes
Annually
Optional
• Certified server engineers and IT staff
• Support for hardware, software, operating systems and IT infrastructure
• 24/7/365 monitoring and assistance
• Four levels of service based on business needs
• Improve security and reliability by staying current with patches and upgrades
• Reduce downtime with continuous monitoring and automated failover/recovery
• Refocus IT staff on strategic initiatives by offloading the hassles of day-to-day support earthlinkIT@earthlinkbusiness.com | 1-800-957-4872 | www.earthlinkbusiness.com

Bronze support includes the following:
• Network Support: Fully redundant network connectivity with 24/7 monitoring to ensure
100% uptime and to detect traffic spikes, latency, speed and other issues.
• Power Support: Multiple active utility feeds, fully redundant UPS and power generation and
24/7 monitoring to ensure 100% uptime.
• Hardware Support: Maintenance, upgrades, additions and fixes for hardware including memory, hard drives, power supplies, peripherals and network cards.
• Server Reboot: One soft or hard reboot, with additional reboots or dedicated KVM for an added fee.
• Backup Management: Setup and scheduling of local database backups.
Gold level includes all Silver features, up to 2 restores per month, plus the following features:
• Advanced Monitoring: Monitoring and problem resolution by a technician for disk, CPU, memory, content, OS and/or ports.
• Operating System (OS) Installation: Installation and basic setup of OS administration, roles and features, web server platforms and MySQL or
Microsoft SQL server.
• Operating System Patches and Updates:
Automatically applies recommended and critical patches monthly at a set day/time.
• Antivirus: Setup and install of antivirus, automated signature updates and reports.
• Operating System Reloads: OS rebuild or reinstall on a physical or virtual server.
• Preferential Hourly Rate: 25% discount for services not included in support contract.
Silver includes all bronze features, unlimited
Server Reboots, plus the following features:
• 24/7 Emergency Support: Provides technicians to address critical issues with networks, power, hardware and operating systems.
• Basic Monitoring (Ping): Monitoring of end point devices via up/down connectivity check
(ping). Upon three failed pings within a three minute period, a technician will work to resolve the issue.
• Restore: Database restoration from local or off- server backups. Maximum one per month.
Platinum level includes all Gold features, up to 4 restores per month, plus the following features:
• Operating System (OS) Installation: Installation and basic setup of OS administration, roles and features, web server platforms and MySQL or
Microsoft SQL server.
• Performance Tuning: Semiannual review of historical log data to ensure proper utilization of system resources and review of system event logs for server anomalies.
• Exchange Managed Services: Available for an additional monthly fee.
EarthLink is a leading IT services, network and communications provider to more than 150,000 businesses. EarthLink empowers customers with nationwide data and voice IP services, as well as managed IT services including cloud computing, data centers, virtualization, security, applications and support services.
GET STARTED earthlinkIT@earthlinkbusiness.com | 1-800-957-4872 | www.earthlinkbusiness.com