For those clients that require it, Eagle Creek provides a comprehensive and cost-effective hosting service. We recognize how important system availability and security are to your enterprise application environment. Our guarantees reflect how seriously we take this responsibility.

Physical Security

Eagle Creek maintains the following physical security levels at our Data Centers at all times:

• 24 hour per day card-key controlled access
• After regular business hours, card-key controlled access to the building, floor and wing where the Data Center resides
• Logs of all entries and exits to and from the Data Centers
• Security staff patrols of the Data Centers

Server Hardware and Network Design

We only use, name brand server and networking equipment to host Customer’s content. Equipment manufacturers include: Dell, Cisco, HP, Juniper, Oracle/Sun, and EMC.

We offer:

• Configured mirrored drives, redundant power supplies and multiple network interfaces.
• Dual-connected network switching equipment, clustered firewalls and a redundant core routing infrastructure to prevent network failures.
• Workflow software during the deployment of our clients’ server infrastructure to ensure best practices are enforced and nothing is overlooked.

Server, Application, and Network Monitoring

Our servers and network infrastructure utilized in the performance of the Services are monitored 24 x 7 x 365 by various monitoring software and daily virus scans of the servers and website availability checks will be performed. In the event that the monitoring software, virus scan or availability check detects a failure, Eagle Creek administrators enter a trouble ticket within 15 minutes.

Server and Network Maintenance

We stocks spare parts including drives, power supplies, cooling fan trays, processors, memory, network interface cards, and motherboards for all of the servers we utilize. In case of a catastrophic failure, Eagle Creek employs spare servers and, promptly after such failure, moves all client content to such servers and confirms the full functionality of such servers.

Eagle Creek also maintains its network infrastructure as completely redundant with multiple switches and routers at every level of the network, as well as stocking spare switches, routers and parts for all its network equipment.

Failover Testing

The failover solution, including all backup tapes, is at a minimum tested once per calendar quarter at our clients’ request.

Data Security

We implement security procedures consistent with the practices generally accepted in the managed hosting service industry to protect our clients’ content and transmissions from unauthorized access.

Uptime Guarantee on Non-Clustered Servers

We guarantee that, if one or more of our Clients’ servers is down, Eagle Creek will have it fully functional within one hour.

Uptime Guarantee on Clustered Servers

We guarantee 100% uptime on our Clients’ clustered servers and disk subsystems. Although there may be a failure of a server or disk subsystem within the cluster, Eagle Creek guarantees that it will not affect the functionality of our clients’ content application(s) except for the time it takes the application to fail-over to another server in the cluster.

Uptime Guarantee on Network Infrastructure

Eagle Creek guarantees 100% uptime on its network.

Uptime Guarantee for Siebel/OBIEE applications

We guarantee 99% uptime of the supported Siebel/OBIEE applications and all associated interfaces other than planned, scheduled maintenance for the period from 8 AM eastern U. S. time through 9 PM eastern U. S. time, Mondays through Fridays and including confirmation of system availability and full functionality following all planned weekend maintenance activities.