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FAQs

Frequently Asked Questions

 

As an Infrastructure as a Service (IaaS) provider, specializing in government cloud solutions, our customers are granted as much control as they want and/or need, while we stand by ready to assist with guidance or support.

We offer fully managed, FISMA compliant  and FedRAMP certified provider  services, expert technical support, and flexibility for our customers, placing us far beyond the cloud.

 

GovDataHosting services are available through a variety of pre-negotiated Federal, state, and local government contract vehicles. Our FedRAMP certified provider services are available on GSA IT Schedule 70 Contract Number GS-35F-099BA, Special Item No. 132-51 Information Technology Professional Services and Special Item No.132-52 Electronic Commerce and Subscription Services.

We charge a one-time cloud IaaS provider setup fee depending on the size and type of the hosting package, configuration, hardware, and number of managed services ordered. Each customer is initially charged a one-time setup fee and then invoiced in monthly increments for the all-inclusive fixed price hosting package purchased.  Beyond our fixed monthly fee there are no additional hidden fees or charges. Customers that purchase a variable monthly cloud resource utilization plan are typically invoiced based on the amount of resources they utilized in the previous month.

Email invoices are preferred for all customers. Hard copy invoices are available to be mailed to all customers upon request. Each customer receives a monthly invoice for each service/account hosted in our cloud. Special arrangements can be made for custom billing requirements.

GovDataHosting is a one-of-a-kind FISMA compliant, FedRAMP certified cloud provider, specializing in hosting needs for Federal, state, and local government customers. As a government-oriented, IaaS provider, we possess unique expertise that remains unmatched by any other hosting provider.

Our cloud services are delivered on schedule, always within budget, with a goal of reaching 100% customer satisfaction.

We will assist you with all support for services provided directly through GovDataHosting personnel. Our engineering and security compliance team will help you with technical system implementation and security compliance setup, as well as provide additional assistance (e.g. database administration) based on the level of managed services requested.

GovDataHosting offers customer cloud infrastructure support via our service desk and email. An escalation process is also available for mission-critical system deployments and incidents. Response times of just a few minutes are the norm during normal business hours.

Our service desk tracks support requests, incidents and configuration management changes. GovDataHosting support administration and project management team members actively monitor support request flow and associated request response time, with courteous and helpful service in accordance with our demanding quality assurance standards.

For our cloud infrastructure we only use enterprise grade hypervisor servers with a fully redundant gigabit network. All customer virtual servers are stored on our GovDataHosting Cloud Platform Storage Area Network (SAN) redundant storage arrays for maximum data availability and protection.
In an effort to provide our Government customers with maximum hardware flexibility and expedite system setup time, we now offer a variety of options to acquire your system hardware, including setting up a long-term hardware lease from GovDataHosting.

GovDataHosting is standardized on specific hardware manufacturer model numbers, datacenter specifications, and hardware standards policy. On limited basis we allow customer provided hardware /appliance to be installed in our cloud platform. Please contact our customer service team to discuss your specific hardware deployment requirements.

Our Network Operations Center (NOC) maintains an advanced monitoring system for every network device and customer virtual server in our cloud. The servers are constantly checked via the network monitoring software. We typically monitor uptime as well as individual features, processor utilization, memory utilization and services running on each server. Our support staff is immediately notified via alarms, email, screen pop-ups, and paging when a problem occurs and a proper response plan is immediately executed to remedy the alarm.
In addition to operating on fault-tolerant hardware, GovDataHosting stocks replacement parts for all servers and network components. A full inventory of parts is maintained to ensure that shall any hardware fail our support team is able to replace the failed component transparent to the end users thus bypassing total hardware failure. We only use brand name enterprise grade servers and network components that are engineered for maximum performance and availability by incorporating a “hot swappable” redundant architecture and advanced (RAID) storage technologies.
GovDataHosting strives to maintain a 100% network and server uptime service availability. This uptime percentage is a monthly figure, and does not include any scheduled hardware/software upgrades, maintenance or force majeure events. If we fail to meet our 100% uptime guarantee, and it is not due to one of the above reasons, partial downtime credits are available to each customer in accordance with the terms of our Service Level Agreement (SLA).
Yes, GovDataHosting's Terms Of Use Policy, service guidelines, and 100% Uptime Service Level Agreement (SLA) are available from our customer service department.  Please contact us for more information.
GovDataHosting utilizes only tier 1 connectivity providers (such as Verizon, AT&T, Level 3, Sprint) for all datacenter connectivity and redundancy. Our customers can purchase dedicated commercial connectivity starting at 1 Mbps and ranging up to 1,000 Mbps (1 Gbps) per system, or pay based on an actual bandwidth consumption.
All GovDataHosting datacenters are equipped with state-of-the-art technologies to filter, condition, and cool air flow, utilizing the hosting industry's leading commercial Liebert systems.
Yes, each datacenter is protected by APC UPS (Uninterruptible Power Supply) systems. In very rare cases of utility outages, our auto-start diesel generators start automatically, taking over for the UPS system and supplying all necessary power for each datacenter.
Contact our marketing team or telephone 1-800-967-1004 and our trained professionals will thoroughly review your requirements, statement of work (SOW), or a request for quote/proposal to ensure that all your needs are resolved conveniently through a fixed monthly service fee that includes all computing cloud resources, security compliance, licensing, connectivity, off-site backup, disaster recovery, managed services, monitoring, and support.

 

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