Dedicated Customer Team

PEOPLE THAT MAKE A DIFFERENCE

Your dedicated customer team consists of technicians that know you and your solution. You will also have a Technical Account Manager and a Service Manager who will manage the daily routines.

Your dedicated customer team is there to support you with their knowledge, professionalism, and skills. They ensure that your service requirements are met and that services are provided according to agreement. Our processes are based on ITIL’s IT Service Management approach together with our best practices.

The Basefarm Operation Center is one of our customer’s most important points of contact with Basefarm. This is where highly qualified IT consultants are available to take support calls on everything from error reporting to change requests. 80% of all cases submitted to the Basefarm Operation Center are resolved there. More complex cases are passed on to senior level technicians with special skills in the relevant field.

The Basefarm Operation Center’s operating hours are from 8 AM to 5 PM, Monday – Friday. Our customers can contact us by telephone, email, or through our Customer Portal.

Contact information

Phone: +46 850 11 26 00
E-mail: post@basefarm.se

Outside of Basefarm Operation Center’s normal operating hours, customers who have 24/7 service level agreements can also contact the on-call operational support team.

Basefarm DDoS Protection

Continuous monitoring
To ensure that early signals of an incoming DoS attack is detected.
Fast handling
Our advanced system verifies the data packets that are addressed to the service to create damage and sends them on to our advanced management systems.

Mitigation:
Our Anti DoS systems analyzes and filters the malicious traffic from legitimate traffic, such as customer requests and thus ensuring that the malicious traffic does not affect the availability of the service.
Traffic management:
Our systems will not interrupt the real traffic, but ensuring that legitimate transactions continually reach your services, which maintain business continuity.

Our emphasis on security

Security is not a component, but something that must permeate all parts around an IT service. We ensure that security is taken into consideration in every step of the service delivery. We believe that security is key to our customers, and we continuously work to improve the security of our customer solutions from both a vulnerability and operational perspective.

Secure operations

Optimal secure solution
Our pre-sales engineers first examine your specific needs as a customer, and create an architecture that will meet your requirements.
Accountability
We are responsible for the operation of your mission critical applications so that you meet both business and legal requirements.
Local physical security
We place our cloud infrastructure in our own secure data centers.

Fast action
We keep you informed, in real time, if a security incidents should strike that affects your environment.
Preventive approach
We implement preventive measures to protect against future threats, in order for you to focus on your work.

PayEx needed to design, build and run their state of the art Nordic payment solution catering robustness, flexibility and cost efficiency. The platform needed to be PCI DSS compliant as it exchanges, processes and stores huge amounts of card data and financial information. The solution is mission critical and margins and reputation are built over time, by delivering payment services with high quality, competence and value. They needed a secure and stable environment and a partner with solid systems for operations and interaction, as well as an “advisor” regarding technology.

Basefarm designed the platform in close collaboration with PayEx. Since the PCI solution went live in the summer of 2011, it has now passed 300 million transactions with excellent performance, peaking at around 1.3 million transactions per day. PayEx use Basefarm actively and proactively in decision-making regarding the environment and other challenges related to technology.