Remote Monitoring and Management

Software agents installed in Covered Equipment (defined below) report status and IT-related events on a 24x7 basis; alerts are generated and responded to in accordance with the Service Levels described below.

• Includes capacity monitoring, alerting us to severely decreased or low disk capacity (covers standard fixed HDD partitions, not external devices such as USB or mapped drives)
• Includes routine operating system inspection and cleansing to help ensure that disk space is increased before space-related issues occur.
• Review and installation of updates and patches for supported software on a mutually agreed upon schedule.
• Enables Technicians to Remote into the system

As part of our RMM service, we will monitor and maintain managed servers and workstations as follows:

• Software agents installed in covered servers and workstations report status and IT-related events on a 24x7 basis; alerts are generated and responded to in accordance with the Service Levels described below.
• Online status monitoring, alerting us to potential failures or outages
• Capacity monitoring, alerting us to severely decreased or low disk capacity (covers standard fixed HDD and SSD partitions, not external devices such as USB or mapped network drives)
• Performance monitoring, alerting us to unusual processor or memory usage
• Server essential service monitoring, alerting us to server role-based service failures
• Routine operating system inspection and cleansing 
• Secure remote connectivity to the server and/or workstation and collaborative screen sharing
• Review and installation of updates and patches for Windows and supported software on a mutually agreed upon schedule
• Asset inventory and server information collection

In addition to the above, our remote monitoring and management service will be provided as follows:

(Event: Server (Y/N); Workstation (Y/N))

Hardware Failures: Server (Y); Workstation (Y)

Device Offline: Server (Y); Workstation (N)

Failed/Missing Updates: Server (Y); Workstation (Y)

Low Disk Space: Server (Y); Workstation (Y)

Agent missing/misconfigures: Server(Y); Workstation (Y)

Excessive Uptime: Server (Y); Workstation (N)

Automatic Reboots (weekly): Server (N); Workstation (Y)

Updates & Patching are included in our RMM service. Features include:

• Remotely deploy updates (e.g., x.1 to to x.2), as well as bug fixes, minor enhancements, and security updates as deemed necessary on all managed hardware.
• Perform minor hardware and software installations and upgrades of managed hardware.
• Perform minor installations (i.e, tasks that can be performed remotely and typically take less than thirty (30) minutes to complete).
• Deploy, manage, and monitor the installation of approved service packs, security updates and firmware updates as deemed necessary on all applicable managed hardware.

Operating system upgrades are not included in this service offering. Installations that tale more than 30 minutes to complete will be billed to you at your hourly rate. 

Please note: We will keep all managed hardware and managed software current with critical patches and updates ("Patches") as those Patches are released generally by the applicable manufacturers. Patches are developed by third party vendors and, on rare occasions, may make the Environment, or portions of the Environment, unstable or cause the managed equipment or software to fail to function properly even when the Patches are installed correctly. We will not be responsible for any downtime or losses arising from or related to the installation or use of any Patch. We reserve the right, but not the obligation, to refrain from installing a Patch if we are aware of technical problems caused by a Patch, or we believe that a Patch may render the Environment, or any portion of the Environment, unstable.