Service Levels

Professional service

StreamZilla offers professional monitoring, management, incident support and customer support services. 

Geographical redundancy

All StreamZilla management and media servers are setup redundantly in different geographical locations. We also automatically synchronise assets to multiple servers. In the event of a hardware, software, power or network issue, all traffic is diverted to live servers.

 

(Small Business customers have the option to turn off redundancy to save costs).

 

Our latest VDO-X CDN management interface automatically synchronises assets and relays live streams to specific servers and dynamically reroutes end users to other available servers whenever a issue occurs.

Realtime monitoring & alerting

All devices and services in our CDN are under 24*7 automated surveillance by our CDN management servers. This includes all delivery processes included RTMP, RTSP, MMS and HTTP, but also all internal services, processes and databases.

 

Whenever a specific service becomes unavailable, we are alerted immediately through a NOC web interface, email alerts and text messages.

 

But we don't wait for a engineer to service a server. Our latest VDO-X CDN Manager is notified as well and immediately redirects end users to other available services.


Customer support

We offer flexible customer support levels. Are you a pro and know everything? Then save on support costs. Are you a pro, but prefer fast, direct response from senior CDN engineers? You get priority support. You want the best support on the market: go exclusive.

 

Online support includes professional support via our online support system. Questions are answered within two business days. 

 

Priority support includes professional online, email and telephone support. Questions are answered with priority within a business day.

 

Exclusive support includes direct access to our senior CDN & streaming engineers. You can call our engineers directly, even after office hours.


>99.99% Historical uptime

Since our launch in 2003, our average historical uptime is >99.99%. This means that per year (525600 minutes), our average downtime is less than 60 minutes. This includes regular servicing.

 

In our history we have had just two large incidents where a small number of customers were affected for 24-48 hours. All these customers were small customers who switched OFF their fallback option on purpose to save costs.

 

Our new VDO-X service further improves the uptime by introducing automated instant relaying of users to available services. Whenever a service has a critical issue (software crash, hardware crash or network issue), this service is temporarily taken out of the active pool and our CDN automatically redirects your viewers to alternative servers. 

 

Service Levels

With our new VDO-X system, delivery servers are just resources in a geographical cloud. A down server or site does not mean a down service.

 

The entire, redundant network layer is managed by a 24*7*1 SLA. Our primary hardware layer (media servers, management servers) is also managed by a 24*7*1 service level. All secundary (fallback) servers are managed by a 8*5*NBD service level. Since all services are redundant, the effective SLA is 24*7*1. 

 

Devices and services with a 24*7*1 SLA enjoy the highest priority service level. 24*7*1 means that we respond to an incident within the hour. 8*5*NBD is for non critical redundant devices which are serviced within a business day.