Network Management is a 24/7 service for monitoring customer servers and detecting problems before they escalate into downtime.

What’s included:

24×7 server monitoring
Monitoring through Atera Remote Monitoring and Management (RMM) software.
Parameters can be set to alert if certain conditions are met on any machine. These parameters can be but are not limited to:
Connection status
Time since last connection
CPU temperature
Memory
Disk space
Percentage based
Gigabyte based
Service status
Time since last reboot
Patch availability
Alerts can be set to be marked at different severity levels:
Critical severity: SA is notified via PagerDuty so the issue can be immediately addressed any time of day.
High severity: a ticket is created for the alert and moved to the top of the queue.
Moderate severity: SA is notified via email, so the issue can be reviewed and addressed.
Low severity: SA is notified via email so the issue can be addressed at our earliest convenience.
Reports can be generated for customer at any time so monitoring status and environment upkeep can be reviewed.

Patch management
SA maintains an accurate inventory of all machines to which patches are administered.
A testing procedure is developed to:
Define patch deployment time frame
Define patch deployment release schedule
Identify any machines that are managed but must not receive updates
Create patch test environment
Review and release patches based on defined deployment parameters
All patched machines are reviewed weekly to identify any potential service interruptions.

Weekly maintenance
Alerts are reviewed for frequency and severity.
Tickets are reviewed for frequency and severity.
Patches are released based on defined deployment parameters.
Existing or potential issues are reviewed and addressed.

Application management
Database applications such as SQL, and third party applications (i.e. BlueBeam) are identified and can be monitored to some degree.
Any application issue can be addressed so long as a support contract with the application developer is maintained.
Application issues first go through SA, and SA would engage developers if an issue is encountered that we cannot not resolve.
Any issue for an application that is out of scope will be addressed on a case-by-case basis and only “best effort” support can be promised.
Managed applications can be patched and deployed by SA.
User creations in applications can be done by SA, however this is not preferred because SA will most likely not have training in many third party applications.

VPN site to site monitoring
SA will:
Monitor moment to moment connection status of site-to-site VPN tunnel
Address any connection issue that may occur
Implement any necessary changes to the existingVPN tunnel

Remote access implementation
SA can set up a basic remote access procedure if one does not exist:
Port forwarding for Microsoft remote app
Teamviewer or other requested third party software
Standard remote access server configuration
If the customer requires a more complicated or secure remote access set-up the the above, this will need to be done as a separate project.
Any reported connection issues will be reviewed and any problems that are occurring due to network issues will be addresses. This will not include and issues that are caused by the end user’s equipment.

DHCP configuration changes
SA will:
Change/set IP address configurations for any machines that require it
Assign DHCP role to any server that needs it
We will resolve any issues that occur due to incorrect DHCP configuration or role malfunction such as:
Duplicate IP addresses
No IP assigned
IP assignment rules not being adhered to
Reserved IP’s being distributed

Virtual network creation
SA can create virtual machines on an existing VM network.
A simple VM environment can be created that that ill include:
Deployment of VMware (license purchased by customer) or Hyper V
Deployment of VM tools
Creation of domain controller
Creation of one virtual machine for testing
Anything more complex than the above will require a separate project.

Network routing between virtual and physical
Joining of physical and virtual environments so data can be effectively passed between the two.
Addressing any issues that occur due to network routing issues.

Capacity management
Monitoring disk space on all managed machines.
Notification to customer of any machines that are approaching disk capacity.
Providing remediation recommendations and applying any that are approved by the customer.

License audits (Microsoft, VMware)
SA will assist any Microsoft or VMware personnel to complete any audits that may be done on the supported network environment.This includes but isn’t necessarily limited to:
Giving personnel access to network
Assisting with documentation
Answering personnel inquirie