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Methodology
Systems
& Tools
Our
Team
Monitoring ( 24 X 7)
Security
Disaster
Control
Panel:
Control Desk.........Login
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S e r v
i c e s ................................
Methodology
We continually work on implementing & improving processes to
remove hassles for our customers and improve the overall
service standards.
 Our vision to make it easy
for our customers to do business with us is a key focus of
"Live Support". We look for processes that could be made
automated or simpler for our customers and when we find one,
we make changes. Each and every TEAM member of Missing Link is
expected to identify processes that could be improved.
Customer feedback is one of the main key inputs to improve
processes. We solicit and encourage feedback from our
customers.
Systems
& Tools
To meet & exceed customer's expectations, is impossible
without proper systems in place. Systems serve as foundation
upon which our Managed Hosting Platform is built. Flexible
systems are must to achieve our vision "Live-Support".
We have
in-house developed number of systems & tools, from the phone
system that tracks customer calls, online support ticketing
system, automated centralized hosting environment which is
capable of controlling hundreds of servers right from one
single control panel, server & port monitoring tools, server
robots capable of self-correcting technical issues to complex
reporting tools. Real advantages Missing Link has over other
technology service company is that our systems are built
specially for MANAGED HOSTING.
Integration of our systems gives us incredible flexibility
when serving our customers. Our systems do not only offer
automation for our services that can deploy complex hosting
environments within minutes, but once they are deployed, we
are able to monitor, identify & resolve problems all from
within one system very quickly.
Our tools provides over 80% of required man power. Efficiency
& automated processes translates into faster service and a
dramatic reduction in human error.
Our
Team
 As a focused Managed Hosting Provider, we take customer service &
satisfaction as our highest priority. We believe that Customer
Support focus is a key area for any company to offer high
level of services and generate trust in customers. We have
always been dedicated to committed & personalized customer
services. Although many of the key services can be automated,
service level ultimately relies on customer support team. More
than just great technical skills, they must have strong desire
to solve problems for customers.
We only hire those who
demonstrate dedication & strong passion for helping people.
Potential employees must posses qualities like friendliness,
patience & desire to grow in a self challenge environment. We
recruit executives based on their personal values and we train
for technical expertise.
Our team members at all levels of the company go through the
ongoing training programs which makes us a Strong work force.
Our information sharing process, group discussion and internal
bulletin boards ensures that all key information is shared by
all team members.
Finally, our employees function in a team environment which
encourages an outstanding service experience to our customers.
Our Team Work approach allows customers to develop deep
personal relationships with team members. Each employee's
compensation is linked directly to the overall satisfaction of
their team's customers. Each member's metrics are tracked
individually and results of the team are published on daily
basis. Team members take pride in sharing how satisfied their
customers are.
Missing Link is a company committed to hiring and training
people that fit our values. We realize that this is an MUST
element to keep our Live-Support philosophy intact as we
grows.
Monitoring (3 Levels of 24 X 7)
Our Virtual Data Center
infrastructure is equipped with Live-Alert, our in-house
developed Automated Monitoring system.
Live-Alert monitoring is deployed at 3 stages.
Process Monitoring
Process Monitoring Robot monitors & logs all running processes
every minute. If robot notices any process which is utilizing
more resources than the accepted threshold or process is found
to be malfunctioning, they are immediately terminated. In case
of such events, email & SMS alerts are sent to Customer
Support Team for further investigation. Live-Alert robots are
capable of restarting or terminating any process required for
smooth functionality of servers.
Our system also generates real time report which are manually
reviewed by our Customer Support Team.
Server Load Monitoring
Load Monitoring Robot logs server load every minute. If server
load is found to be higher than accepted level, responsible
service is terminated and email/SMS alerts are sent to
Customer Support Team for further investigation.
Remote Port Monitoring
All our servers and server ports are externally monitored from
2 different locations every minute. In case of any failures
email & SMS alerts are sent to Customer Support Team for
further investigation. In case of any of the services
malfunctions or goes off-line, immediate notification is sent
to our team.
(Monitoring services are platform specific)
Managed Dedicated Defined
At Missing Link, providing outstanding service is at the core of our
culture. We believe that you are entitled to extraordinary support at an
affordable price with technology and infrastructure that you can trust.
That critical balance is the key to our success and the reason for the
overwhelming satisfaction of our customers. Our staff is ready to provide
assistance 24x7x365. Whether you contact us by phone, email, or live chat,
you will speak with a knowledgeable and professional representative
trained to deal with a broad range of technical scenarios
Initial Setup and Configuration
Missing Link will install and configure your servers exactly to your
specifications. If you need advice on the optimal configuration for your
application, our knowledgeable Linux and Windows engineers provide expert
advice, setup, and deployment services. We will also provide technical
support services to help you become familiar with any software we provide
Monitoring
Our infrastructure is equipped with in-house developed Automated
Monitoring system called Live-Alert. This is apart from our Manual
Monitoring process.
Live-Alert monitoring is deployed at 3 Levels.
1. Server Level Monitoring
2. External Port Monitoring
Server Level Monitoring Robot checks all running processes along with Load
on every servers. Any resource hungry process or process which is
malfunctioning are terminated. In case of any of such unexpected events,
SMS alerts are sent to Customer Support Team for further investigation.
Live-Alert robots are capable of restarting or terminating any process
required for smooth functionality of servers.
All our servers and server ports are externally monitored from 2 different
locations (USA & India). In case of any failures, SMS alerts are sent to
Customer Support Team for further investigation.
Upgrades
You can upgrade your server or software at any time. At Missing Link, we
provide a flexible environment where you can upgrade easily to meet the
demands of your business. Upgrading hardware or software is generally
fee-based work. Due to the wide variety of possibilities for expansion,
pricing varies. Please contact us for details at
customercare@missinglink.in
Security (Multilayered Approach)
Missing Link strives
to ensure uninterrupted service and a high level
of security. Missing Link has developed a
comprehensive approach to safeguard all
infrastructure & services right from Network level
to Application level.
Data Center Security
Data Centers are physically isolated from everyone
but level three technicians. Public access is
strictly forbidden. Data Centers are equipped &
monitored round the clock with closed circuits.
Strict access controls are implemented including
keycard protocols/biometric scanning protocols and
continuous interior and exterior surveillance.
Network Security
Data Centers used by our Virtual Data Center
infrastructure has fully switched network. Traffic
destined for a website hosted on a server is sent
only through switching equipment necessary to
deliver the information to that server. This
minimizes the risk of someone sniffing or
capturing traffic being sent across the network.
Operating Systems
All our servers are installed with Enterprise
version of Linux or Windows 2003. We do not use
operating systems which are known to have security
loop holes. All our servers' operating systems are
automatically patched at regular interval. This
ensures that servers are always protected against
all known vulnerabilities with latest security
patches.
Server Access
Access to servers is restricted. Console/Shell
access to our servers is restricted only from our
Hosting Operations Center for management purpose
only.
Operating System
Hardening
We follow a strict Security Audit Process. All
unwanted services on servers are disabled.
Operating System applications & commands including
compilers (which are used by hackers to compile
programs and gain access) are removed.
Firewall
Our Virtual Data Center Infrastructure is
protected by Firewall at various levels. Our
Security Audit Team monitors traffic with-in and
out-of our network & ensure that necessary
security settings are implemented as and when
required to safeguard all our services, servers
and your data.
Remote Port Monitoring
All our servers are monitored for server ports
remotely every alternate minute by Live-Alert, our
own proprietary port monitoring system. If system
detects any open ports besides the allowed ports,
our Security Audit Team is immediately alerted.
In most compromised systems, hackers install and
runs backdoor services, backdoor consoles or
services like IRC / Chat Servers which opens a
port on server. Such attempts are immediately
detected.
Process Monitoring
Process Monitoring Robot checks all running
processes along with Load on every servers. If
robots detects any unauthorized process or
processes eating up resources beyond allowed
threshold or are found to malfunction, are
immediately terminated. In case of any of such
events, email & SMS alerts are sent to Security
Team for further investigation. Process monitoring
robots are also capable of restarting or
terminating any process required for smooth
functionality of servers.
Application Security
Most of our server management applications &
control panels are in-house developed. Any 3rd
party products go through a thorough security &
performance testing before they are deployed on
servers. Any such third party applications are
monitored regularly for their functionality.
Data & Directory
Protections
User on the server are restricted only to their
designated directories. This ensures that no other
user on the same server has access to your files
(unless granted with permissions).
Disaster (Automated
Recovery System)
The prospect of data loss from
an unexpected disaster is one which looms over many
businesses. We understand how crucial it is to have your site
back up and running in case of an unexpected event, which is
why we have implemented a fool-proof disaster recovery
system which can ensure that your site will be up and running
as quick as possible, minimizing downtime and potential data
loss.
Database Driven Configurations
Our Virtual Data Center infrastructure uses Database driven
configuration system. Server configuration files are generated
from Database which resides on our central server (with hourly
backup on backup servers). In event of a server crash, our
Disaster Recovery Robots can replicate system configurations,
User accounts and every important settings to new server in
just few minutes.
While most Hosting companies has to manually setup server &
user account spending couple of hours, our Disaster Recovery
Robots can do this automatically in less than 5 minutes
minimizing the time required to have your websites back up &
running.
Data Backup & Recovery
All your website data & databases are backed-up on second hard
drive & also transferred to a secure location on a remote
server at regular interval. In event of a server crash, our
Disaster Recovery Robots can automatically restore the backups
on new server.
We do follow a strict data backup policy & keep at least 2
copies of previous backups. However, looking at the
sensitivity & importance, customer will be responsible to
ensure that they have latest backup of their data off-line. We
strongly recommend customers to take backups at regular
intervals.
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