Server Monitoring & Management | 24/7 IT Support

24/7 server monitoring and management for physical and virtual servers with automated patching, performance tracking, and proactive maintenance.

Service Overview

Managed IT Services – Server Remote Monitoring & Management provides proactive oversight, maintenance, and support for the client’s physical or virtual servers. Vicinity Group LLC (“Vicinity”) will continuously monitor server health, apply operating system patches, and perform basic troubleshooting to maintain stable, secure server operations. This service does not include large-scale projects (e.g., migrations or environment redesigns) which require a separate project-based engagement.

Scope of Services

Covered Devices

Device Types: Physical or virtual instances running a Server Operating System (e.g., Windows Server, Linux distributions, etc.) designated by the client and agreed upon by Vicinity.

Monitoring & Maintenance

Server Monitoring

  • Health Metrics: CPU, RAM, disk usage, disk SMART status (if supported), critical services status, and system logs.
  • Alerting & Notifications: Automated alerts for resource thresholds, service outages, or hardware faults (if physical).
  • Performance & Uptime Tracking: Ongoing performance metrics and uptime monitoring, with monthly summary reports.

Scheduled Patching & Maintenance

  • Operating system patch management to ensure timely security and performance updates.
  • Basic troubleshooting for standard applications (as identified during onboarding).
  • Third-party application patching is available as an optional, time-and-materials (T&M) add-on unless specified otherwise.

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.
  • Scope of Assistance: General end-user issues (e.g., login problems, application errors) and hardware troubleshooting for covered devices.

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

  • Proactive Monitoring & Alerts: 24/7 surveillance of server health, with automated alerting.
  • Monthly Patch Compliance Summary: Overview of applied OS updates and critical patches.
  • Issue Tracking & Ticketing: Centralized system for capturing, managing, and resolving server-related incidents.

Service Activation & Onboarding

  1. Discovery & Documentation: Vicinity collaborates with the client to identify servers, gather system credentials, and confirm OS versions.
  2. Agent Deployment: Installation of RMM and security agents on each device.
  3. Configuration: Setup of alert thresholds, patch schedules, and maintenance window selection.
  4. 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.

Included Bundled Services

Within this Standard service tier, the following third-party licenses and tools are bundled into the monthly per-device cost:

  • Self Service Portal: Gives end users access to a self-service portal for creating support tickets, accessing knowledge bases, and communicating with Vicinity’s team.
  • SaaS Protection (Time-Based Retention, 1 Year): Protects Microsoft 365 data (e.g., Exchange Online, OneDrive, SharePoint) with automated backups and 1-year retention.
  • Cloud Printing Management: Facilitates secure, cloud-based print management for covered devices.
  • Anti-Malware: Enterprise-level endpoint security solution providing real-time malware and threat protection.