Hosting Services

Software as a Service

Teneo enables you to have a continuous dialog with your customer base over the web 24x7. So it's vital that our hosting system is robust and reliable enough to give you maximum availability. Our dedicated hosting service ensures the infrastructure security and application service integrity.

We use a highly secure, third party data centre with CCTV, unique access cards, and logged server room access with software-level security to protect customer information. Full and incremental backups with both onsite and offsite storage ensure permanent security of information. Multiple servers and infrastructure equipment provide redundancy, load balancing and no single point of failure. Restrictive firewalls protect the applications from unauthorized traffic and operating systems are continuously updated. Disaster Recovery procedures and Business Continuity Plans are a key service feature and are under constant review.

Application service performance characteristics including response times, Virtual Assistant responses and license usage are monitored to ensure consistency with the Service Level Agreement. Alerts which could pose a risk to service availability are escalated to hosting technical support and an Artificial Solutions service support expert. Incidents are classified according to severity and associated responses times. A resolution program collects information, replicates the problem, identifies a root cause, and provides a permanent fix or workaround. All interaction with you during the life of the incident is handled by the first-line support team. Escalation procedures exist through the support management team and account management to keep you fully informed of progress.