Hosting Capabilities - Macquarie...

macquarietelecom.com | 1800 004 943 Always On | Always Efficient | Always Secure

Managed Hosting

Cloud Hosting

Data & Internet

Voice & Mobile

Hosting Capabilities

Enterprise Grade Hosting for Mission-Critical Business and Online Applications

HOSTING CAPABILITIES 2012 2


CONTENTS

01 About Macquarie Telecom 02 Products and Services 03 Hosting Solutions 04 Our Data Centres 05 Intellicentre 2 Data Centre 06 Our Accreditations and Certificates 07 Management Tools 08 Personal Accountable Service 09 Hosting Management Centre HMC



ABOUT MACQUARIE TELECOM

We manage the infrastructure. You develop your business.

Founded in 1992, Macquarie Telecom (ASX:MAQ) is Australia’s number one Managed Hosting and business-only telecommunications company. At Macquarie Telecom, we believe that business-critical application and communication services should always be delivered and managed with Personal Accountable Service™ across data centre infrastructure and telecom network domains. It's why the most demanding business and government customers entrust us to provide fully managed, 100% Australian-based hosting, cloud, colocation and data, voice and mobile network services that are always on, always efficient and always secure.

WHAT MAKES US UNIQUE Our unique combination of hosting leadership and deep telecommunications expertise means that we avoid the typical silos of responsibility, by offering an end-to-end integrated infrastructure as a service that both hosts applications and delivers them to users located anywhere, over any network – be that the Internet, a WAN or a mobile network.

Always On. Ensured availability of service in its entirety - from the network to the data centre

Always Efficient. Extending your team and infrastructure through one source of exceptional service

Always Secure. Keeping your data safe and in the country with the most secure service provider in Australia

PERSONAL ACCOUNTABLE SERVICE (PAS)TM Unexpected Service. Mission-critical Always. At Macquarie Telecom, a focus on superior customer service drives everything that we do, at all levels of the company. Our philosophy is to go beyond that which is expected, or requested, to deliver Unexpected Service experiences that customers will always remember.

LEADING MANAGEMENT TOOLS Macquarie Telecom’s suite of Management Tools enables you to maintain visibility and control of all your services that are managed by us. Whether it is voice, mobile, data or hosting services, we deliver purpose built and personalised management tools, all designed with the flexibility to meet the unique needs of Australian business customers.

MOST SECURE & CERTIFIED IN AUSTRALIA Macquarie Telecom is the most secure and highly certified Managed Hosting & Data Centre provider in Australia – meaning our clients are assured their choice of partner is thoroughly and regularly audited to ensure the strict standards expected of our services are constantly delivered.

11 YEARS HOSTING & DATA CENTRE EXPERTISE Macquarie Telecom has 11 years of experience building and operating public data centres for the hosting of mission critical applications for business. Experience in operating complex hosting facilities is essential for the delivery of 100% uptime environments and cannot be under-estimated.



WHY CHOOSE MACQUARIE TELECOM


macquarietelecom.com | 1800 004 943 Always On | Always E�cient | Always Secure

WITH ICONIC CUSTOMERSLIKE PRICELINE, RACV , NRMA AND TOYOTA, AND SERVING21 MILLION END USER CUSTOMERS, MACQUARIE ALLOWS US TO HOST HIGHEND MERCHANT TYPE FACILITIES THAT NORMALLYWE WOULD NOT HAVE HADACCESS TO. Marcell Pavlovec , GlobalRed Australia

MANAGED HOSTING + TELCO PROVIDER

Macquarie Telecom is both a business telecommunications carrier and a managed hosting provider – ensuring a true end -to- end solution approach that covers the network, the hosting and the content delivery. One provider, one service level, one point of contact.

SERVICE LEVEL GUARANTEE’S (SLGS)

We take Service Level Guarantees (SLG’s) seriously – providing clear �nancial compensation for non -compliance on the following: Availability (Uptime%) Per month , Response Time , and Time to repair . The rebate commitment will be based on a portion of your monthly rental fee equivalent to the time that the server was unavailable.

DEEP VISIBILTY AND CONTROL

LAUNCH Cloud comes with a full suite of management tools as well as control panels for the key security, load balancer and virtualization platforms in your cloud environment. Put simply, this means you will always be one step ahead of what’s happening.

MISSION CRITICAL

Macquarie Telecom provides alwaysavailable infrastructure that customers can rely on.

24 X 7 NETWORK OPERATIONS CENTRE

We provide contact to onsite engineers 24x7, located at the Intellicentres in our Network operations centre. We are on the job monitoring, managing and supporting your mission critical applications at all times. The engineering team has over 30 engineers.

CERTIFICATIONS – PEACE OF MIND

Macquarie Telecom’s data centres,the Intellicentre 1 & 2, are the most certi�ed data centres in Australia – with externally recognised global certi�cations. Certi�cations ensure appropriate people and processes are in place via regular third party audits to ensure compliance.

MULTIPLE AVAILABILITY ZONES IN AUSTRALIA

Take advantage of our 2 Australian data centres to build your IT Continuity, Disaster Recovery or Hybrid Cloud infrastructure solution.

MULTI- CARRIER MULTI- GIGABIT INTERNET

Macquarie Hosting provides a business- grade high- availability Internet core delivered via multiple active carriers. This ensures true redundancy, including diverse international paths, and low latency performance for fastest route to the Internet at all times.



PRODUCTS AND SERVICES

We are the provider of choice for Australia's leading organisations. Always On, Always Efficient, Always Secure.

LAUNCH CLOUD LAUNCH Cloud is a suite of advanced hosting solutions with the scalability, resilience, deep visibility and performance Enterprises need to respond to today’s market conditions. LAUNCH Cloud gives you the power to transform your IT environment into a valuable on-demand platform from which you can launch your next business strategy or idea. With all the benefits associated with mission critical hosting inside a world class data centre, LAUNCH Cloud is best-in-class managed hosting at the click of a mouse.

LAUNCH PRIVATE CLOUD If you don’t have the internal skills you need to deliver and maintain business critical applications, then LAUNCH Private Cloud is for you. LAUNCH Private Cloud is built on dedicated infrastructure so your cloud environment offers the security necessary for your mission critical applications. Macquarie Telecom designs, builds, and supplies all hardware / software for your managed servers. We have 24/7 hardware monitoring, reporting and support, and are backed by our Service Level Guarantee [SLG] with financial rebates.

DATA AND INTERNET

We’re proud to deliver true business grade data networks, high performance and free from consumer traffic. We haven’t won over 3,000 leading Australian businesses just on our competitive prices. Unlike the larger Telco's we offer uniquely tailored and flexible data solutions that work for our customers. We don’t believe that one-size-fits all.

COLOCATION The Macquarie Telecom Managed Colocation service provides you direct access to your own secure lockable cabinet space within our state-of-the-art data centre featuring uninterrupted power supply, temperature control, fire detection systems, communication lines and accredited managed security – all at a fraction of what it would cost to set up and manage your own facility.



GOVERNMENT HOSTING Macquarie Telecom offers secure and accredited hosting services for Australian Government Agencies. Our security certifications include Defence Signals Directorate (DSD) Gateway, ASIO T4 ‘Intruder Resistant’ certification and ISO27001:2006.

HYBRID HOSTING Through Hybrid Hosting, you can leverage Macquarie Telecom Infrastructure as a Service by combining our LAUNCH Cloud, Dedicated, Managed and Colocation. You can connect your computer resources whether they are colocated in our data centre, or in your data centre, over the Internet or over your WAN.

LAUNCH HOSTING SOLUTIONS

We provide complete end-to-end managed hosting solutions that support your mission critical applications.

LAUNCH VIRTUAL DATA CENTRE

LAUNCH Virtual Data Centre (VDC) provides you with a complete compute, networking and storage infrastructure within our world-class datacenter that is directly under your control. By selecting a LAUNCH Virtual Data Centre you become your own resource manager with the ability to turn up, turn down and re-size your cloud computing resources at the click of a mouse. This optimization means you can save on IT costs as well as quickly deploy your cloud environments as and when your business demands.

LAUNCH MANAGED DEDICATED SERVERS

A LAUNCH Managed Dedicated Server is a complete hosting solution for your critical applications. Macquarie Telecom designs, builds, maintains and manages your operating system. There are a wide range of dedicated servers, VMs and Operating Systems to suit your business needs. Macquarie Telecom also offers Multiple Availability Zones In Australia for use with LAUNCH Managed Dedicated Servers as part of your IT Continuity, Disaster Recovery or Hybrid Cloud infrastructure solution.



LAUNCH MANAGED SECURITY LAUNCH Managed Security is a mission-critical element of any Hosting solution. Macquarie Telecom’s Managed Security suite of products is a complete end-to-end integrated security solution, designed exclusively for business and government organisations backed by a 99.9% uptime Service Level Guarantee.

LAUNCH MANAGED STORAGE Macquarie Telecom provides LAUNCH Managed Storage tiering, using the Fully Automated Storage Tiering (FAST) technology from EMC. Managed Storage presents a file system spread across Flash drives, SAS and SATA drives, as opposed to all data stored on one drive type. You can allocate LAUNCH Managed Storage to any LAUNCH Managed Dedicated Servers & LAUNCH Virtual Data Centre.

DISASTER RECOVERY

Macquarie Telecom has a range of Disaster Recovery services to meet every budget and objective, from Managed Backup and restore through to replicating your site to our dedicated virtual DR facility. With the most secure and available data centre in Australia, we can help you prevent disruptions with high availability and fully redundant hosting solutions.

LAUNCH MANAGED LOAD BALANCING Managed Load Balancing allows businesses to maximise availability and user experience of their web applications by sharing user load across a pool of servers, as well as off-loading common tasks. This is built on industry leading F5 technology, so you benefit from enterprise grade infrastructure without the up-front costs and the need for skilled resources.


macquarietelecom.com | 1800 004 943 Always On | Always E�cient | Always Secure

OUR DATA CENTRES

Being based in Australia with no o�shore components, you can be assured that your data remains completely within Australia, unlike many other cloud providers.

ALWAYS ON Data centre power is supplied via redundant power components to guarantee continuous power availability. In- building dedicated power sub station, uninterruptible power supply systems (UPS), battery backup and multiple diesel -powered generators provide the n ecessary power during utility interruptions, such as weather -related events or transmission system failures.

ALWAYS EFFICIENT Macquarie Telecom's high - speed Tier 1 Backbone Internet connection provides you with signi�cant advantages in speed and through put, delivering the highest quality bandwidth. The architecture provides redundant and diverse Internet connectivity, protecting against �bre cuts and router outages. Customers can also select alt ernate providers routed to the data centre.

ALWAYS SECURE Data Centre security is our forte and we employ multiple security measures to enhance physical security. Mantraps, access - card, biometric scanning, and round- the- clock interior and exterior surveillance monitors protect access to the data centre. CCTV, including motion detection and �xed cameras utilise digital recording capability and video archival.

Our stringent security has been independently veri�ed through our certi�cations including ISO27001 , ASIO T4 Intruder Resistant and DSD “Highly Protected” .

Intellicentre 1 in Pitt Street, Sydney

Intellicentre 1 in Pitt Street, Sydney

Intellicentre 2 in Macquarie Park NSW



INTELLICENTRE 2 DATA CENTRE

Intellicentre 2 is Macquarie Telecom's new $60m state-of-the-art, purpose built data centre located in North Ryde, NSW - approximately 15km from the Sydney CBD.

MOST SECURE AND ACCREDITED DATA CENTRE IN AUSTRALIA Certified to ISO 27001 and ASIO T4 “Intruder Resistant”, Intellicentre 2 will ensure your infrastructure is secured to the highest levels possible in Australia. SCALABILITY AND FLEXIBILITY The 20,000 square metre site, combines flexible configurations, flexible contract terms and pricing models to meet your current requirements and future needs. INDUSTRY LEADING POWER EFFICIENCY Using the latest in sustainable power generation, Intellicentre 2 will have a world leading PUE (Power Usage Effectiveness) of 1.3 to help you significantly cut the amount of power required to run servers and in turn provide substantial cost efficiencies and a lower carbon footprint. CARBON TAX AND GREEN IT Intellicentre 2 features advanced Green IT technology and air cooled chillers designed to help you reduce your carbon footprint and IT infrastructure energy costs. It meets an LEED (Leadership in Energy and Environmental Design) Rating of “Gold” - amongst the world’s best. “ALWAYS ON” AVAILABILITY With redundancy built into every component to meet Tier III Uptime Institute requirements, hosting with Intellicentre 2 will reduce the risks and costs of your critical infrastructure being down. CONVENIENT LOCATION Intellicentre 2 is located only 15kms from the Sydney CBD, providing your staff and customers easy access, by car or public transport.

Intellicentre 2 in Macquarie Park NSW



OUR ACCREDITATIONS AND CERTIFICATIONS

Macquarie Telecom is the most highly accredited hosting provider in Australia.

INTELLICENTRE 2 ACHIEVES TIER 3 CERTIFICATION Macquarie Telecom’s Intellicentre 2 is the first data centre in Australia to receive Tier III Design Certification from the Uptime Institute. Intellicentre 2 is a $60 million, 20,000 square metre, world-class data centre in North Ryde, Sydney. PCI DSS ACCREDITED LEVEL 1 SERVICE PROVIDER Macquarie Telecom was the first PCI certified hosting provider in Australia. Hosting Providers perform a critical function for many Merchant & Service Provider organisations, providing IT management & support for the systems that store, process or transmit their cardholder data. VMWARE SERVICE PROVIDER PROGRAM Macquarie Telecom was the first Australian VMware certified provider for complex managed hosting services using the VMware enterprise virtualisation platform. One of a small number globally able to offer service provider licensing and support models – including cloud.

ISO27001 ACCREDITED Macquarie Telecom was the first ISO 27001 certified hosting provider in Australia. Certification to ISO/IEC 27001 ensures your provider has a system information security management - audited against a global standard by an independent third party. VMWARE ENTERPRISE PARTNER Macquarie Telecom is also a certified VMware Enterprise partner – providing people, training, software and management skills necessary to achieve Enterprise certification. MICROSOFT GOLD CERTIFIED Assurance of our ability to deliver high-performing Microsoft hosted solutions and support. Ensures Microsoft Certified engineers with direct access to both post-sales and pre-sales Microsoft technical support. REDHAT ADVANCED HOSTING PARTNER The first & only Red Hat Advanced Hosting Partner in Australia. Certified people, training, expertise, processes, patch management and administration ensure delivery of RedHat linux-based solutions.

ASIO T4 & DSD GATEWAY TO HIGHLY PROTECTED & RESTRICTED Certified by DSD (Defence Signals Directorate) to provide assurance of protection from external threats appropriate for the hosting of Federal Government systems & data classified up to “Highly Protected” & “Restricted” levels in accordance to ACSII33 & PSM – audited annually.



ONLINE PORTALS AND MANAGEMENT TOOLS

Macquarie Telecom’s suite of Management Tools enables you to maintain visibility and control of all your services that are managed by us.

Whether it is hosting, data, voice or mobile services, Macquarie Telecom delivers purpose built and personalised management tools, all designed with the flexibility to meet the unique needs of Australian business customers.

With an intuitive web based interface, MacquarieView and InView provide near real-time data performance as well as downloadable CSV files for more detailed analysis. You have the ability to set alert thresholds with notifications sent to you via email or SMS, all visible from your web dashboard.

MACQUARIEVIEW A near real-time, online service management dashboard. Available anywhere with an internet connection, MacquarieView allows you to manage your orders, alerts, bills, faults and performance for all your Macquarie Telecom services. INVIEW A near real-time management and reporting tool for data and hosted services. Available anywhere with an internet connection, InView lets you plan, monitor and troubleshoot issues across your network, from the core to the edge of your infrastructure. FEATURES & BENEFITS Comprehensive performance information to enable timely

management decisions Near real-time alerts that facilitate faster response time,

reduced business impact and more satisfied users Customised reporting periods, notification preferences and

alert thresholds helps you maintain visibility and control Trending and performance reports that help you identify

and support network investment requirements Full configuration control and visibility of your LAUNCH

Managed Firewall, LAUNCH Managed Load Balancer and LAUNCH Virtual Data Centre.



PERSONAL ACCOUNTABLE SERVICE

At Macquarie Telecom, a focus on superior customer service drives everything that we do, at all levels of the company.

As Australia's leading provider of Managed Hosting, Cloud and Telecommunications services, business customers entrust us with their most important, business-critical applications and voice, data and mobile communications.

Your business depends upon the service we provide, and you expect the highest levels of quality and reliability. Our philosophy is to go beyond that which is expected, or requested, to deliver unexpected service experiences that customers will always remember. This philosophy, which we call Personal Accountable Service™ (PAS), is at the very core of our success and value to customers – delivering unexpected service experiences on a foundation of mission-critical service expectations.

What does this mean for your business?

We do this using an extensive team of experienced engineers, with a wide and deep range of skills, combined with our highly certified facility and services management model. We support our customers with named dedicated Account Teams offering personal and accountable service; and premium online Management Tools (MacquarieView and InView) offering you real-time information and transparency into the hosting solutions we are delivering. We enable our customers to re-focus resources away from day to day infrastructure support and onto the key applications that enable them to better compete in their markets, and we do so at a lower TCO (Total Cost of Ownership) due to our scale, focus and experience.

We are professional, flexible and innovative with our customers – enabling them to take a leadership position through our partnership with them. We see ourselves as being a part of their IT Support Team, not simply a supplier. Our clients typically require 99.99% uptime for their applications, with high-speed redundant Internet performance. Macquarie Hosting designs, builds and manages all infrastructure and operating system environments for the solution, generally using a 3-tier high-availability design model. Our customers then provide and manage their own applications – leaving customers in full control of their application whilst Macquarie Hosting provides 24/7 onsite expertise and support for the managed infrastructure.



HOSTING MANAGEMENT CENTRE HMC AT THE HEART OF OUR BUSINESS SUCCESS

Our Hosting Management Centre gives you immediate contact with our hosting engineers 24x7.

The Hosting Management Centre is a 24/7 technical support centre based in our Pitt Street, Sydney data centre facility. HMC is accountable for managing hosting incidents end to end, and as a customer you will be in direct contact with engineers with the ‘know how’ and ‘technical expertise’ to promptly and effectively resolve your matter.

By selecting the hosting option when calling us you will be put in direct contact with our hosting engineers. You will also receive updates throughout the life of the ticket directly from our engineers plus confirmation of resolution and closure of all incidents.

HMC improves your experience by:

Reducing call times when you lodge an issue Providing you with informative, technical updates during the life of the ticket as well as an improved

resolution time for each incident HMC engineers are accountable for hosting incidents end to end, so there is transparency of ownership

and a clear expectation set on service and resolution time-frames with customers

Our engineers will also be focusing on proactive tickets with the detection and communication of potential issues placing an outbound call to customers as well as raising and addressing concerns prior to a potential incident occurring.



To find out more about Macquarie Telecom and how we can help your business, visit our website on www.macquarietelecom.com/hosting or call us at 1800 004 943.

http://www.macquarietelecom.com/hosting

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