HostTime

HostTime makes running application infrastructure simple and easy. It’s an optional service available to software solutions managed by Intersect that offers multi-layered monitoring and management of everything lower on the stack, including guest operating system, virtual server, and virtual infrastructure. This lets you focus on your application, not the upkeep of technology that enables it.

What is HostTime?

OwnTime Hosting increases the resilience and availability of the target system. Intersect services include:

  • Monitoring and resolution of system resources like memory, disk and CPU.
  • Security patching of the operating system.

“Monitoring” means that the health of the system is monitored by automated monitoring tools like Nagios.com.  Any issues are found they are escalated through our Operations protocols and systems. “Management” means responding to and resolving issues detected in a system as well as delivering proactive procedures to prevent issues coming to life.

Performance and Capacity

Standard virtual machine configurations that meets recommended application specifications are proposed for each solution. An optional Energy.intersect.org.au health check can help optimise and redesign as system performance changes.

Network Implications and Charges

Application responsiveness is heavily influenced by the performance of the underlying network path. Whilst resolution of network issues are outside of Intersect’s direct control, we will work with you to identify and optimise network issues in consultation with your local IT.
Our clouds peer with the Australian Academic Research Network for the fastest possible interconnections. The network differentiates between traffic that stays entirely within AARNet and affiliated networks (“on-net”) and traffic that moves outside of this realm (“off-net”) and may impose charges to subscribers for off-net traffic.  Intersect reserves the right to pass on any off-net charges incurred, though this is not standard practice.

System Availability

Virtual machine operating system images are snapshot and preserved daily for the preceding two weeks and weekly for the preceding two months. In the event of corruption or inadvertent data loss these images can be used to restore the operating system and software application to a stable version. Custom arrangements may need to be made to accommodate hot database servers or active application data. Up to two image restores per VM per calendar year are included. Extra restores and custom arrangements attract additional charges.

How is it charged?

One-time establishment and ongoing monthly consumption charges apply. Pricing varies according to the underlying Virtual Machine configuration and the software solution and is commensurate with the level of effort required to provide the service. Factors that influence cost include the nature of the underlying software stack, the total number of instances of the software deployed and Intersect Time, Space and Energy services consumed.

Beyond hosting

Intersect also offers professional consulting, engineering, testing and benchmarking services at published prices – see Energy.intersect.org.au or email energy@intersect.org.au for more information.

Support and Service Levels

Ongoing Support

Standard business support hours are 9am-5pm Monday to Friday, except public holidays.

First level initial point of contact end user support is provided by the customer’s organisation. OwnTime Hosting includes second level support (escalated Identification and reporting of bugs as well as patch deployment) for hosted solutions.

Security Updates and Patches

Security updates and patches for guest operating systems are performed as required. The frequency is outside of Intersect’s control, though biannually is typical for a stable application system. Planned downtime windows are communicated in advance prior to commencement. Where issue resolution requires deployment of a version of software or configuration, a release plan will be created in conjunction with the customer.  This ensures disruption is minimised and release risks are mitigated.

Raising an Issue

Incidents are reported by logging a ticket at help.intersect.org.au or by sending an email to help@intersect.org.au. Issue reports ideally include:

Sample steps to reproduce Sample helpful contextual information
  • Environment used (production, staging, test)
  • Expected vs actual behaviour of the system
  • Date/time of the occurrence
    (to help with log analysis)
  • OS and browser details
  • Username and role
  • Data being worked with at the time of error
  • Screenshots
  • URL of the problem area

Resolving an Issue

Our helpful Operations team will provide an initial response that usually involves contacting you to initiate triage. Typically further responses will be sent to establish:

  • Confirmation that the problem is understood and reproducible.
  • If the solution is known and straightforward, a plan as to how the problem can be fixed, including what needs to be done to deploy locally.
  • If the solution is not immediately obvious, an estimate of time needed to investigate.

Our teams will next diligently work the problem, providing regular updates via Help.intersect.org.au. Support and resolution of production issues take priority over ongoing project work. The size, scope and time to resolve software issues is varies and we will leave no stone unturned to progress as fast as possible, subject to upstream supplier and other technical dependencies.

Service targets

Incident First Response

Backup Recovery Point Objective Backup Recovery Time Objective

1 business day

1 elapsed day

1 business day

The maximum amount of elapsed time from when a ticket is raised to first contact The maximum amount of data missing after restoring from the most recent backup.

The maximum amount of time elapsed before restored data is accessible.

Want to ask questions about HostTime or have us contact you?

Craig Hamilton

Engineering Manager
T: 02 8079 2500
M: 0422 389 590
craig.hamilton@intersect.org.au
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