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Tourplan Hosting Services Technical Overview
 

This white paper will help you to …

  • understand the technical infrastructure underpinning Tourplan's hosting services
  • locate the Service Level Agreement (SLA)
  • know how to access support relating to hosting services

Tourplan Hosting Services provide a range of quality 'fit for purpose' hosting services for new and existing clients designed to simplify and reduce costs of implementing and maintaining the Tourplan hardware and operating environment.

Tourplan administration of these services means that we take care of the server specifications, security, performance monitoring, data backups, disaster recovery, the integration of the various Tourplan platform components, and additional third party software (including installation and licencing).

All you need to run Tourplan is a device that can access the internet.

And through our Service Level Agreement we provide a 99% uptime guarantee.

Server Architecture

The Datacentre used by Tourplan Hosting Services is highly geared towards meeting the needs of even the most risk averse organisation. Technology deployed for Tourplan hosting includes a full virtual server environment, running on elite grade IBM Blade server infrastructure, complete with dedicated hardware firewall and networking.

Backups

All client data saved in the hosted environment is backed up within the hosting environment daily.This facilitates rapid recovery for most situations. A second off-site backup to an independent cloud based Backup facility provides complete disaster recovery options.

Disaster Recovery

Both the Datacentre and the Backup facility have redundant, geographically-spread replication facilities.

Information Security

UAC (user access controls) are provided in the form of RBAC and DAC (role based access control and discretionary access control), and are managed by Active Directory. Active Directory is PCI DSS, HIPPA and ISO27000 certified compliant. This means that Cobit5 standards of Information Systems Security are fully maintained. The Datacentre itself is also certified in terms of physical security and environmental controls to maintain the above listed benchmarks in its own right.

Technical Support

Customers may contact their local Tourplan helpdesk regarding Tourplan Hosting Services using these methods:

  • Submit a ticket online via myTourplan – monitored 24 x 7
  • Email a help request to the local office support email address –monitored 24 x 7
  • Phone call to the local office helpdesk – available during business hours

Requests for support will be prioritised based on status (Normal, Urgent, Critical) determined by level of impact on the customer's business.