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Managed Services Options FAQs


There isn’t a standard pricing model, but rather we encourage our clients to choose or create a plan which suits their needs perfectly. Package choice should reflect the needs and budget of your organization.

Speaking with a Sales Representative can help you determine what level of service would fit your business.


Clients may opt for one of three (3) packages.

Opt for the Basic Package to ensure support and assistance whenever needed. When in need of a fully managed server experience, opt for the Advanced Package. For business solutions we offer the Custom Package, which functions as a customizable version of the Advanced package.


The Basic Package includes:

  • All server and network management capabilities provided in the Technical Scope.
  • Availability monitoring for up to five custom services (such as HTTP, Ping and Sensu alerts) per managed server or Virtual Machine.
  • Ability to choose one of six (6) pre-defined patching windows.
  • Server performance statistics provided weekly via email.
  • One (1)-hour First Meaningful Response time.

The Advanced Package includes:

  • Availability monitoring for unlimited custom services per managed server or Virtual Machine.
  • Ability to set a custom patching window for the account, with the exception of off limits hours dictated by NOC Services as 7am to 12pm MST.
  • Includes up to one (1) hour of custom work per month. (Custom work is defined as non-automated, customer requested work.)
  • Server and Network performance statistics provided weekly via an automated email.
  • Proactive troubleshooting and attempted resolution in addition to standard customer escalation.
  • 30-minute First Meaningful Response time.

The Custom Package includes:

  • All server and network management capabilities provided in the Technical Scope and additional capabilities and responsibilities defined in a customer-specific Statement of Work.
  • Availability monitoring for unlimited custom services per managed server or Virtual Machine.
  • Ability to set a customer patching window per application or service group as defined by pre-sales engineering in the Statement of Work. (With the exception of off limits hours dictated by NOC Services as 7am to 12pm MST.)
  • Includes up to three (3) hours of custom work per month. (Custom work is defined as non-automated, customer requested work.)
  • Proactive troubleshooting and attempted resolution in addition to standard customer escalation.
  • 30-minute First Meaningful Response time.

 Note

Bare metal customers are not eligible for this plan without approval from Sales or Product Management.

You can inspect the included services of every package, identify the services you need, and choose the package that best suits you. You can always contact our Sales department for Bare Metal clients or Business Solutions for further assistance.