Network Monitoring & Management | Managed IT Services

Proactive network infrastructure monitoring and management including routers, firewalls, switches, automated backups, and firmware updates.

Service Overview

Managed IT Services – Network Monitoring & Management provides proactive oversight, maintenance, and support for the client’s network infrastructure. Vicinity Group LLC (“Vicinity”) monitors device health, performance, and security, applies firmware updates, and conducts basic troubleshooting to maintain stable, secure network operations. Large-scale network projects (e.g., topology redesign, major hardware replacements) are not included and require a separate project-based engagement.

Scope of Services

Covered Devices

Device Types: Typical covered equipment includes routers, firewalls, switches, wireless access points, or other network appliances agreed upon during onboarding.

Monitoring & Maintenance

Network Device Monitoring

  • Performance Metrics: Monitoring of bandwidth utilization, packet loss, latency, and interface statuses.
  • Configuration Backups: Automated backups of network device configurations (on supported platforms), allowing for quick restoration in the event of hardware failure or misconfiguration.
  • Alerts & Notifications: Automated alerts for device outages, critical resource thresholds, or security-related events.

Firmware Updates & Routine Maintenance

Firmware Patching: Scheduling and deployment of vendor-released firmware updates to maintain security and stability.

Patch Management & Maintenance Windows:

  • Standard (Default): 9:00 PM – 6:00 AM (local time), every day of the week.
  • Conservative: 11:00 PM – 5:00 AM (local time), every day of the week.
  • Ultra Conservative: Saturday and Sunday only, 12:00 AM – 5:00 AM (local time).

Patches and system reboots will be scheduled to occur during the selected maintenance window. Unless the client specifies otherwise in writing, the Standard window applies.

Help Desk Support

  • Availability: 8:00 AM – 5:00 PM local time, Monday through Friday (excluding holidays).
  • Support Channels: Telephone and email support through Vicinity’s Help Desk.
  • Coverage: Includes basic end-user troubleshooting, login or access issues, Microsoft 365 and related productivity tool support, and assistance with operating system errors.

On-Site Support

  • On-Site Visits: Available during normal business hours (8:00 AM – 5:00 PM) upon request and are scheduled on a T&M basis.
  • Geographic Limitations: On-site service availability may vary based on client location; any travel expenses or extended travel time will be discussed and agreed upon in advance.

Service Exclusions

  • Major IT Projects & Transformations: Any large-scale initiatives, environment redesigns, or architectural changes are not covered. These require a separate project-based engagement.
  • Advanced Security Services: Intrusion detection systems (IDS), security operations center (SOC) services, and extensive incident response capabilities require separate engagements.
  • Specialized Applications & Hardware: Support for custom or proprietary software/hardware beyond general troubleshooting is not covered unless specifically added during onboarding.
  • After-Hours Coverage: Support outside normal business hours can be added via the 24/7 Support Upgrade or billed at after-hours rates.
  • Out-of-Scope Remediation: Complex security breaches, data recovery beyond routine backup scope, or disaster recovery efforts requiring project-level resources.

Deliverables

  • Network Health Monitoring: Continuous ICMP/SNMP-based status checks and performance tracking.
  • Firmware Compliance: Periodic updates to network device firmware, ensuring recommended security and performance levels.
  • Configuration Backup & Restoration: Automated backups (on supported platforms) and restoration assistance when needed.

Service Activation & Onboarding

  • Discovery & Documentation: Vicinity collaborates with the client to identify covered devices, gather system credentials, and confirm OS versions.
  • Network Sensor: Installation of a network sensor on client provided or Vicinity provided hardware connected to the network to be monitored.
  • Credential Configuration: Secure storage of admin credentials for each device, if required for firmware updates and backups.
  • Configuration: Setup of alert thresholds, patch schedules, and maintenance window selection.
  • Client Orientation: Overview of how to contact support, ticketing procedures, and escalation paths.

Change Management & Additional Services

  • Service Modifications: Changes to the quantity or type of covered devices require written approval from both parties and may affect monthly fees.
  • Project-Based Work: Any activities outside the defined SOW (e.g., major upgrades, new office deployments) will be scoped and billed separately under Vicinity’s Professional Technology Consulting rate structure.