Server Management
| Service Provider Activities | Frequency | Detailed Description |
|---|---|---|
| Global Server Group Policy Adjustment | As Needed | Adjusts IT environment configuration. (Non-standard fees may apply) |
| Server Maintenance | As Needed | Disk, raid, performance, OS configuration, service, and event logs. |
| Server Configuration Adjustments | As Needed | If non-standard adjustments are necessary, fees may apply. |
| Monitors & Service Monitoring | Frequency | Detailed Description |
| DRV – Free Space < 10% Total Size or 2GB <Critical> | Continuous | RMM monitor of sever storage space |
| Backlisted Events – Informational, Warnings, and Errors | Continuous | RMM Server event log monitor |
| EV – Drive Errors, Raid Failures, or Smart Errors <Critical> | Continuous | RMM drive error log monitor |
| EV – Excessive Alerts Detected > 25 Like Events | Continuous | RMM Event monitor |
| EV – Reoccurring Critical > 75 Occurrences | Continuous | RMM critical event monitor |
| LT – Offline Servers <Critical> | Continuous | RMM Server offline monitor |
| SVC – Auto Services Stopped <Critical> | Continuous | RMM Server service monitor |
| UPTIME – 1 Month Since Reboot | Continuous | RMM Uptime monitor |
| Service Onboarding Activities | Frequency | Detailed Description |
| Deploy Service Provider’s Management Agents | Once Per Server | |
| Complete Server Onboarding Documentation | Once Per Server | |
| Establish and Implement Server Config. Standards | Once Per Server | |
| Address Monitor Alerts | Until Resolved | |
| Serviceable Technologies | Supported Versions and Releases | |
| Microsoft Windows Server | 2012 R2, Standard, and greater | |
| VMWare ESXi | 6.5 and greater | |
| Serviceable Conditions | ||
| Server’s configuration, physical state, and general health is reasonable. (Out of scope projects may be proposed if necessary to ensure Serviceability.) | ||
| Server is adequately licensed. | ||
| Coverage Exclusions & Exceptions | ||
| The cost for any and all hardware and software required to ensure defined service levels and performance expectations. | ||
| Service Levels & Performance Goals | ||
| Server Uptime is at least 99% excluding downtime due to external conditions (power failure, internet outage) | ||
| Service Level & Performance Exceptions | ||
| Turnaround on hardware failure cannot be guaranteed. | ||
| Vendor/manufacturer warranted repairs are excluded from the general and specific service levels defined | ||
| Any and all 3rd party adjustments that lead to any/all downtime will be excluded from defined service and performance levels. | ||