Cybersource offers commercial-grade support for Linux (Red Hat, Suse, Fedora Core, Ubuntu, RHEL, Centos, Gentoo etc.), OpenBSD, FreeBSD and for most major vendor-Unix platforms (Solaris, HP-UX, AIX). We do this through maintenance and support contracts with Service Level Agreements.

Cybersource is listed as a recognised support organisation for Debian Linux, OpenBSD and FreeBSD. Cybersource was also a charter member of Red Hat's foundation support channel in 1997.

Cybersource offers three Services; the Basic System Monitoring Service, the Advanced Maintenance Service, and the General Support Service are outlined here. General ad-hoc support queries can be addressed to Cybersource consulting staff on a time and materials basis (an hourly rate would generally apply).

Basic System Monitoring Service

This basic service level includes automated system monitoring and associated reporting of faults to the Client, plus the reporting to the standard vendor channels of any critical software bugs found by the Client. Cybersource need not investigate or resolve monitored faults unless requested to by the Client. In detail, this service offers that Cybersource will provide the following services:

• Daily automated remote system monitoring and client notification for basic system health including unexpected changes to critical system files (which may indicate unauthorised computer access), and virtual memory exhaustion.
• Ongoing automated remote system monitoring and client notification at regular intervals throughout the day and night for basic system health including disk capacity, CPU utilisation, and service availability. Monitoring includes externally available services such as web, mail (SMTP, POP, IMAP), ssh, Internet connectivity, etc.

Cybersource's Basic System Monitoring Service is priced at $890 per annum per Server (Australian dollars. Includes GST) with an initial setup fee of $600.

Advanced Maintenance Service

This advanced service level is intended to offer the Client a degree of assurance that Cybersource will provide proactive installation of system related software updates and patches.

In detail, this service offers that Cybersource will provide the following services:

• All monitoring services offered as part of the Basic System Monitoring Service above; plus.
• On-call server and system maintenance during business hours; and.
• Monthly installation of critical software updates for bug fixes or security patches from the published operating system distribution errata..

Cybersource's Advanced Maintenance Service is priced at $2,990 per annum per Server (Australian dollars. Includes GST) with an initial setup fee of $900.

General Support Service and Pre-Paid Block Hours

Cybersource offers the following general system administration and support services on request on a time and materials basis. These services are provided by qualified staff, and are available during normal business hours or as otherwise agreed by Cybersource and the client:

• On-site attendance in emergency call-out situations;
• Routine system administration provided at the clients premises or, where possible, by remote secure access;
• Installation or configuration of new software, or system changes;
• Work required in support of system recovery following hardware failure or data corruption;
• Management of user PCs, printers, network cabling, switches, routers, hubs and other devices;
• Fault rectification;
• Security or System fault software patches for software which is not part of the standard software distribution from the software vendor (for example, Oracle and Sybase databases, ERP software etc.). Cybersource reserves the right of refusal on some software;
• Expert consulting advice on system configuration and requirements; and
• Any other system administration tasks.

In addition, Cybersource offers substantial discounts for pre-paid blocks of hours. Pre-paid blocks are purchased in quantities of 50 or 100 hours at substantial discounts (See Schedule D for appropriate fee structures). Our pre-paid block options are not only cost effective but also attract our service level agreement (refer to schedule B). Block hours expire after 12 months except by prior agreement.

Obtaining Linux. We recommend Linux Systems Labs.

Contacting Us

For more information about Cybersource's System Support, please mail us at info@cyber.com.au

Note that Cybersource is offering system support worldwide, through remote administration facilities and our 24 x 7 network monitoring and alert services.