GEMS Technical Support Information

To provide the high level of service outlined in each plan's details, GEMS implements best-in-class protocols for site management designed to meet our client's exacting support needs.

Site Monitoring Metrics and Alert Thresholds

Clients receive system alerts anytime a trigger event occurs.

Metric Warning Condition
Threshold 		Serious Condition
Threshold 		Critical Condition
Threshold
CPU Utilization 50% 75% 90%
Disk Space Utilization 90% 95% 98%
RAM Utilization 90% 95% 99%
Network Interface Utilization 50% 75% 90%
Monitiroed TCP response time 100ms 200ms 250ms
Monitored page load time 3 sec 5 sec 10 sec
Monitored page content error N/A N/A Occurrence
Monitored security provision NA NA Occurrence

Issue Severity Level Definitions

Level 1 Level 2 Level 3 Level 4 Level 5
Cosmetic site issues, such as misaligned blocks or images, wrong fonts, and similar issues Minor site functions are affected, such as CMS pages not displaying, shoppers can’t leave reviews, and similar issues Secondary site functions are affected, such as search returns no results, images are not displaying, and similar issues Partial site outage, such as not all categories or products are available or business logic of the site is disrupted, however some shoppers can still place orders Complete site outage or complete inability for shoppers to place orders

Service Response and Escalation Timeframes

Service Description Security Level Service Level
Initial response time,
for all new issues logged in Customer Service Portal 		5 2 hrs
4 2 hrs
3 4 hrs
2 8 hrs
1 8 hrs
Issue update time,
for existing issues logged in Customer Service Portal 		5 4 hrs
4 8 hrs
3 24 hrs
2 48 hrs
1 48 hrs
Initial escalation time,
for existing issues logged in Customer Service Portal 		5 12 hrs
4 24 hrs
3 72 hrs
2 144 hrs
1 144 hrs

Help Desk

Personnel with the appropriate skill sets are available to provide expert assistance with issues relating to the following software and hardware components:

  • x86 hardware platforms
  • Linux Operation Systems and related components
  • PHP runtime environment
  • Apache Web Server
  • MySQL database management system
  • Subversion code repository
  • Magento Commerce platform (Enterprise, Professional, or Community versions)

Support Process

ITIL - Information Technology Infrastructure Library
  • ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL is published in a series of books, each of which covers an IT management topic.

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sales@gorillagroup.com

Contact

Business Development

+1.888.601.2091