SUPPORT FOR HOSTING PACKAGES
Need help? We’ve got you covered!
- Help Desk Initial Response Time Guarantee (45 minutes)
- Phone Answer Time Guarantee Monday – Friday 8 AM – 5 PM PT (90 Seconds)
- Email Help Desk Response (15 Minutes)
Blytheco’s core-managed customers are covered by three types of initial response time guarantees:
That means that when you submit a hosting support trouble ticket via our help desk system you are guaranteed a response from a Support technician within forty-five minutes or sooner. If blyCloud fails to respond within forty-five minutes, you will be credited 5 times the amount of time exceeding our SLA commitment. That means that if your ticket goes 1 hour past our stated initial response time guarantee, your account will receive a 5-hour hosting credit.
How to Report a Problem
Phone – 888-973-8177 (+1-503-496-5350 International)
E-mail – email@example.com
FREQUENTLY ASKED QUESTIONS
Data is encrypted on the drives. However, the access is to a server and the data is accessible to all users with authenticated access to that server only.
Backup is done using Datto technology. Backup is performed every hour and stored both onsite for quick access and in the Datto Encrypted Cloud (they use multiple data centers).
The main data is stored in a Primary Data Center and replicated to the Datto Cloud for redundancy. We can spin up any customer in the Datto Cloud if needed.
We can accept data either via media (preferred if data is over 10GB) or via the internet.
All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer’s monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Blytheco Terms of Service or if the account is in default of payment. Duplication of SLA compensation is not allowed. Only one SLA credit may be given per incident. For example: if a network outage SLA event and a phone SLA event happen simultaneously. SLA compensation will only be given for one of the events.
Blytheco utilizes some third-party services to provide responses to customers. These include, but are not limited to, our LiveChat system. If a third party system’s failure prevents Blytheco from honoring the Response Time SLA requirements the SLA event will be ineligible for compensation..
We use a product called Parallels RAS to access our data center for anyone needing direct desktop support such as Sage, Dynamics, Epicor, and Quickbooks. You can use either a browser (HTML 5 Compatible Browser Required) or the application on Windows, MAC, IOS, and Android.
We do not support outside Active Directory authentication to our facility. We do, however, support multi-factor authentication if you wish to do so. There is an extra charge for this if you do not have your own authentication service. We currently support Duo. Extra charge of $6.00 per user per month. All hosting customer users must use it.
You can request a restore at any time. If you wish the restore to be done to media there would be a charge. This has never been requested, but we would not be opposed to the request. We would not provide physical drives such as virtual drives. Only files.
There are no additional costs for restores. All our services are managed.
We do not supply access logs unless requested and only for the Windows Server requested. We do track login attempts to each server. You may request access logs only with advance notice, and the request requires 24 hours to process.
Yes, for instance:
- We do not allow access from outside the United States without specific policy requirements.
- We do not sell outside the United States at this time.
- We do not share information with anyone outside of the company.
The network is secured by installing and maintaining industry-standard firewall configurations to protect data, and we avoid the use of vendor-supplied passwords and other security defaults. We only allow traffic when it is acceptable to our security policy.
Yes. We assign a unique ID to each person with computer access. To access the network, you must be a named user with an email address that is working. We do not allow generic logins for accounts.
Yes. We test quarterly for security, monthly for backup, and daily for access lists.
We protect sensitive data with encryption in transit and at rest. We use SSL High Level Encryption. Access is only through our access software. All transfers are secure.
Yes. We use industry-standard products to monitor the networks and US-based antivirus software.
Yes. We use Datto and offsite replication via Azure.