Omegabit's primary support role is to ensure a stable and reliable environment, to monitor for signs of trouble and to provide assistance with issues like plugin deploys and configuration adjustments.

Omegabit monitors for and responds to outages 24x7x365 with a response time of 4hrs or less.  The infrastructure is highly redundant to help protect against unplanned outages at the physical layer, and we will work with you to ensure a similarly stable logical configuration to the best of our abilities.  We do not assume responsibility for outages due to customizations or modifications to the system; for example, if a custom plugin causes breakage to the portal, our recommendation will be to uninstall the plugin.

If a higher level of resilience is required, a clustered configuration is recommended instead.  Contact your Omegabit representative for more information

A robust pre-release testing strategy using an independent Liferay environment is always recommended prior to deploying customizations to production.

Email support is responded to 10am-6pm PST, except holidays, and non-critical support requests can take up to 48hrs, but are typically responded to on the same-day.

● 24x7 Monitoring, On-site Network Administration & Security
● Daily backups of full infrastructure, offsite archives, and disaster recovery procedures
● Fault-tolerant battery + generator backup "continuous" power
● Carrier redundant facility w/direct cross connects to: SBC, Qwest, TWTC, O1, Broadwing and more
● Enhanced fire suppression (VESDA & other measures)
● Seismic rack mount protection
● Separate physical fiber entrances
● Independent network monitoring 24x7x365 and on-premises attendance and biometric security
● Omegabit monitoring 24x7x365 of critical applications and server statistics

Yes; relevant staff are trained to be suspicious of all modes of threat including that which may be internally sourced.

A partially obfuscated org chart is included relating to hot operations and services.

ref: Omegabit Org Chart, Administration and Support Services

Patch management is documented with visibility by the customer and application sponsors via security ticketing system supplied by Omegabit for the purposes of approval workflow, audit, and historical record. Customer specific Wikis are also maintained to help document information that is proprietary to the Client implementation and that is important to all parties. Schedules and approvals are managed in direct coordination with Client teams to ensure changes are controlled and do not cause breakage. Actions are scheduled according to policies defined in the Omegabit SOW/SLA, except where explicitly overridden by special policy or Client requirement.

This is overseen by Senior Information Security officers and verified via electronic audit and change control systems, and monitors, which cannot be altered without evidence of tampering. Sensitive access is compartmentalized and limited to trusted and fully vetted individuals who have an established trust relationship and long-standing reputation for the handling of mission critical data and applications for our customers.

A customer specific architecture diagram will be supplied once an application footprint has been elected. The basic configuration places all Liferay stack resources behind a hardened active firewall, and private vlan segment dedicated for use only by the prescribed Client occupant - a private cloud network segment. Omegabit is happy to accommodate any custom firewall request or configuration require by the client.. All services are restricted or off by default except where required for portal operation.