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Services



//SEIBERT/MEDIA offers you the option to outsource the hosting of your Atlassian applications. The information below provides an overview of the range of services and the associated pricing of our Atlassian-based application operation packages.

Our operation packages ensure that your Atlassian applications are operated with the highest stability and performance possible, at a predictable cost. But you don't have to compromise on flexibility.

You can host your application on-premises. We provide you with a virtual appliance, which can be quickly and easily imported into your VMWare virtualization solution. Alternatively, we can do the hosting for you in a German data center, with no additional costs. 

In both cases, you benefit from our many years of experience. We provide you with a stable, tested configuration, monitoring of your Atlassian Application, and guaranteed response times.

System operation

    • Provision of an Atlassian Virtual Appliance that you can import into your infrastructure
    • Alternative: Hosting of the Atlassian application on on a virtual server in a German data center
    • Regular operating system and security updates
    • Daily backups and monitoring of all components including the Atlassian applications
    • Monitoring of all relevant components including your Atlassian applications
    • Troubleshooting within the service hours
    • 99.8% availability

Implementation of all Atlassian updates

    • Updates to new software versions with permission from the customer
    • Creation of a clone instance and implementation of a test update on the clone
    • Temporary hosting of the clone instance, until the release of the update under testing is approved
    • Implementation of the update on the productive instance


Excluded Services
  • First level support
  • Expenses incurred by priority 3 errors and their resolution (minor errors)
  • Customized IT services and IT support (e.g. alterations to the customer's IT infrastructure or other changed requirements)
  • Software development

The hosting requires a Atlassian Software license which is not included in the monthly price.

Data Security

Hosting governed by German data privacy requirements

The server site is in Germany (Frankfurt am Main). This means that German data protection laws and the most stringent requirements apply to all physical, personnel and electronic security measures regarding the servers and the data stored on them.

Data center certifications

  • ISO 9001
  • ISO 27001
  • PCI-DSS
  • SSAE16 / ISAE3402
Conditions

Operation of a virtual appliance in your infrastructure

(1) //SEIBERT/MEDIA shall provide a virtual appliance (hereinafter "VA") as a virtual machine (hereinafter "VM") for operating the software on the Client's servers. In order to ensure the best possible operation, the following general conditions are specified:

  1. The client must run the virtualization solution from VMWare and can import the VA, which is provided in the *.ova file format.

  2. In order to be able to prepare the VA in advance, the customer must complete a Technical Questionnaire.

  3. //SEIBERT/MEDIA shall specify the operating system in the VM.

  4. PostgreSQL is used as a database in the VM.

  5. In consultation with the Client, and where it is technically justified, connections to database systems managed by the Client are possible.

  6. The VM must have access to the Internet. The VM and the application running on it will be accessed via a domain name that can be resolved in the Client's network.

  7. The VM will be managed via SSH over a Site2Site VPN connection between the //SEIBERT/MEDIA network and the Client.

  8. At least TCP ports 22, 80, 443 and 5666 (to the virtual appliance) and 8086 must be directly accessible via the Site2Site VPN.

  9. The Client is not given root access to the system, but will be provided with a Linux user account with limited administration rights. For emergencies, //SEIBERT/MEDIA will provide documentation on how the Client can obtain full root access.

  10. All activity and login attempts over SSH through both //SEIBERT/MEDIA and the customer's network are logged.

  11. //SEIBERT/MEDIA takes full responsibility for the monitoring of the VM and the application over the Site2Site VPN.

  12. //SEIBERT/MEDIA provides automatic consistent backups of the application in predefined directories in the VM.

  13. The Client is responsible for the historical storage of these backups in their internal infrastructure.

  14. In addition to the backups, block-based VM backups, e.g. as VMware vSphere snapshots, must be created daily by the Client. These backups must be kept for at least 3 days.

  15. The Client must provide direct contacts to people responsible for the following components in the Client’s IT infrastructure, who must also respond during the agreed service hours (see § 7) in order to resolve any problems that may occur:

    1. Virtualization system (e.g. VMware vSphere) for VM snapshots and emergency Linux management.

    2. Active Directory for troubleshooting in case of login problems.

    3. Backup systems to provide access to backups.

    4. If necessary, externally connected database systems or database cluster systems for troubleshooting or to import backups.

  16. When anti-virus software is mandatory according to company policy, they may not perform active real-time interventions in the file system (on-access and quarantine function), but only work passively (on-demand and reporting to the client's IT department).

(2) Other conditions reflecting the latest technology shall be specified to the Client before an order is placed, insofar as this is necessary for the operation of the software.


Info

A virtual server solution hosted by //SEIBERT/MEDIA

  • //SEIBERT/MEDIA provides a managed solution of a virtual server system based on Linux.
  • There is no provision for customer access to the managed, virtualized systems.
  • All activity and login attempts over SSH through //SEIBERT/MEDIA are logged.
  • LDAP user authentication is possible via the internet using the LDAP protocol. If you wish to connect the user directory via a Site-2-Site VPN, an additional VPN hosting package is required.



This operation package includes a temporary clone of the live system as a test system prior to implementing an update on the live system (and hosting of the temporary clone when //SEIBERT/MEDIA hosts the live system).

Customers who require a permanent test system can purchase this service separately for a monthly flat rate.

Are you interested in a hosting solution without SLA's and without all of the essential components for the operation of your Atlassian software for a fixed cost?
Our Atlassian Hosting Packages are perfect for you!





Hosting Package or Operation Package?



Our Atlassian Hosting Packages and our Atlassian Operation Packages have different scopes of services.

The Atlassian Operation Package includes all necessary components to operate an application for a monthly fixed price. The advantage is that you have the best security and reliability of your application for an optimal price.

The Atlassian Hosting Package includes only the components necessary to host the application, without any assurances of response and resolution times. Additional services required to repair or maintain optimal operation of your application separately invoiced according to the expense incurred. The advantage of this package is its low monthly cost.


Differentiation from Atlassian Operation Package

 

Atlassian Hosting Package

Atlassian Operation Package

Hosting of the Atlassian application(tick)(tick)
Daily data backups(tick)(tick)
Operating system backups(tick)(tick)
Monitoring

passive,
only logged to allow for faster analysis of problems

active,
troubleshooting, even without direct instructions from the customer
Supportemail, chatemail, chat, telephone
Availability99.5%99.8%
Service hours

Monday - Friday, 9:00am - 5:00pm CEST

up to 24/7
Response and resolution times(error) best effort(tick)
Services to repair application faults (priorities 1 and 2)(error) at cost(tick)

Updates of the Atlassian application on a test and the productive instance

(error) at cost(tick)
Link to LDAP, accessible over the internet(tick)(tick)
Link to LDAP via Site2Site VPN(warning) additional monthly costs(tick)




Service Level Agreement



The following service level agreements are included in our operation packages for Atlassian software. They can be upgraded to higher level agreements. SLA Bronze is included in an Atlassian operation package, SLA Silver is included in a Linchpin operation package.


 SLA BronzeSLA Silver SLA Gold
Priority123123123
Response Time4 hours2 workdays5 workdays2 hours4 hours2 workdays1 hour2 hours1 workday
Resolution Time---8 hours--4 hours--
Support Hourswork days from 9:00am until 5:00pm (CET/CEST)work days from 9:00am until 5:00pm (CET/CEST)work days from 7:00am until 8:00pm (CET/CEST)
Price for Atlassian Operation Packageincluded+ 100 EUR / month+ 300 EUR / month
Price for Linchpin Operation Packageincludedincluded+ 300 EUR / month
PeriodDescription
Support HoursFault reports are accepted and worked on during support hours. Response and resolution times refer to support hours.
Response TimeResponse time is the period between the report of a fault and the first action taken for failure analysis and troubleshooting.
Resolution TimeThe maximum time before troubleshooting resolves the fault or a workaround is implemented.
Work dayWork days are from Monday to Friday, with the exceptions of all public holidays in the state of Hesse, Germany.
PriorityDescriptionExample
1¹HighUnplanned complete outage, or more than 50% of all users unable to log in.
MediumSevere performance issues, central features unusable by more than 50% of users.
3LowIndividual components (macros) don't function, or few users are affected.

¹ Support requests for priority 1 und 2 must contact emergency support at //SEIBERT/MEDIA by telephone.

All expenses for the solution of priority 1 and 2 errors (operation-preventive and non-operational errors) are included.
All the prices mentioned exclude any statutory VAT applicable at time of purchase.




Prices



The hosting package requires an Atlassian software license which is not included in the monthly price. The prices depend on the software product and the size of the license.


Number of users1025501002505002,00010,000
Operation of Confluence or Jira Core/Software350 EUR350 EUR400 EUR450 EUR550 EUR650 EUR850 EUR1,200 EUR
Operation of an additional test system100 EUR100 EUR120 EUR120 EUR150 EUR150 EUR200 EUR200 EUR
Number of Jira Service Desk agents3510152550100250250+
Operation of Jira Service Desk400 EUR450 EUR550 EUR550 EUR650 EUR850 EUR850 EUR1,200 EUR1,200 EUR
Operation of an additional test system120 EUR120 EUR150 EUR150 EUR150 EUR200 EUR200 EUR200 EUR200 EUR
Number of users1025501002505002,00010,000
Operation of Crowd300 EUR300 EUR300 EUR350 EUR400 EUR450 EUR500 EUR600 EUR
Operation of an additional test system80 EUR80 EUR80 EUR80 EUR100 EUR120 EUR120 EUR150 EUR
Number of users1025501002505002,00010,000
Operation of Bitbucket Server300 EUR300 EUR400 EUR400 EUR500 EUR550 EUR750 EUR1,100 EUR
Operation of an additional test system75 EUR75 EUR100 EUR100 EUR120 EUR150 EUR200 EUR200 EUR
Number of usersServer 1 AgentServer 2-5 AgentsServer 6-10 AgentsServer 11-25 AgentsServer 26-100 AgentsServer 101-250 Agents
Operation of Bamboo300 EUR400 EUR500 EUR650 EUR750 EUR1,000 EUR
Operation of an additional test system75 EUR100 EUR125 EUR150 EUR200 EUR250 EUR
Number of users1025501002505002,00010,00010,000+
Operation of Linchpin450 EUR450 EUR500 EUR600 EUR750 EUR1,000 EUR1,250 EUR1,750 EUR3,000 EUR
Operation of an additional Linchpin test instance150 EUR150 EUR150 EUR150 EUR200 EUR250 EUR300 EUR400 EUR500 EUR

When purchasing more than one operation package we grant you a discount of 20%. You only pay the complete price for the most expensive package.
The test systems are not included in this discount. All the prices mentioned exclude any statutory VAT applicable at time of purchase.




Allocated server resources



We ensure the smooth and high-performance operation of your application. The price depends on the size of the license and not on rigidly allocated server resources.We generally use the following resources for the different license sizes.


License size (users)1025501002505002,00010,000
vCPUs (cores)3345681216
RAM (memory)6 GB6 GB6 GB8 GB10 GB12 GB16 GB28 GB
SSD (disk space)100 GB100 GB100 GB100 GB100 GB120 GB240 GB600 GB
Traffic120 GB120 GB120 GB160 GB160 GB240 GB480 GB1,200 GB
License size (users)102550100250500
vCPUs (cores)2233-44-54-6
RAM (memory)4 GB4 GB4 GB6 GB8GB8-10 GB
SSD (disk space)100 GB100GB100 GB100 GB100 GB120 GB
Traffic25 GB25 GB25-50 GB50-100 GB100-250 GB250-500 GB
License size (users)102550100250500
vCPUs (cores)222233
RAM (memory)3 GB3 GB3 GB3 GB4 GB4 GB
SSD (disk space)100 GB100GB100 GB100 GB100 GB100 GB
Traffic25 GB25 GB25 GB25 GB25 GB50 GB
License size (users)12-56-1011-2526-100101-250
vCPUs (cores)222348
RAM (memory)4 GB4 GB4 GB6 GB8 GB16 GB
SSD (disk space)160 GB160 GB200 GB200 GB200 GB300 GB
Traffic25 GB25 GB50 GB100 GB150 GB250 GB



Operation Packages




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