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Gold Server RMM & Support

Managed Solution will install Gold ConnectWise Remote Monitoring and Management (“RMM”) agents on Client servers to enable 24/7 server monitoring, intelligent alerting, issue detection, proactive maintenance, remediation, remote management, patch management, performance tracking, performance optimization, and priority support across Client’s supported devices, not to exceed the number specified in the Monthly Recurring Charges (“MRC”) section of the Service Fees.

RMM agents shall monitor the following system areas and alert conditions:

  • Disk Space
    • Low disk space conditions
    • S.M.A.R.T. errors
  • General (Up/Down/Reboot)
    • Server/Device down conditions
    • Linux down conditions
    • SNMP device interface down
  • Hardware (Windows/Macs/Linux)
    • Raid controller predictive fail
    • Dell PERC firmware old/outdated
    • Bad block discovery
    • HP Smart Array issue
    • Logical drive critical status
  • Patch Management
    • Server patch issues
    • Patch assessment failures
    • System reboot notifications
  • Performance Metrics
    • I/O operations at logical block
    • Average CPU utilization
    • Disk queue length
    • Available/Used memory
  • RMM Agent Status
    • Gateway agent communication failures
    • Partially installed agent detection
  • Windows Failover Cluster
    • Cluster network down
    • Cluster shared volume down
    • Shared volume I/O is paused​

 

For servers with a Gold Server RMM agent installed, Managed Solution’s Managed Operations Center (“MOC”) shall provide remote technical support services on a 24/7/365 basis. The MOC shall provide real-time technical assistance delivered through one or more of the following communication channels: telephone, email, ticketing system, customer portal, or other communication methods as may be mutually agreed upon in writing by the Parties.

The MOC shall respond to and assist with tickets such as:

  • Management and troubleshooting of AD services, including user and computer account lifecycle management, security and distribution group management, GPO configuration and troubleshooting, domain controller replication and connectivity issues, FSMO role management, AD sites and trust relationships, and domain security policy enforcement.
  • Administration of cloud-based identity management in hybrid or cloud-only environments, including directory synchronization (e.g., Azure AD Connect), conditional access policies, MFA, application authentication (OAuth/OIDC or SAML), SSO integrations, and identity-related security alerts.
  • Operational support of Client’s M365 environment, including Exchange Online mailbox and distribution list management, SharePoint Online and OneDrive administration, Microsoft Teams configuration, license management, and M365 security and compliance alerts.
  • Remote support for on-premises server hardware, including fault diagnosis, vendor coordination for repairs, RAID monitoring and management, firmware/BIOS updates, performance monitoring, capacity planning, and routine health checks.
  • Support and administration of VMware vSphere/ESXi, Hyper-V, or other virtualization environments, including VM creation and configuration, resource pool management, live migration, virtual networking and storage, snapshot and backup integration, and hypervisor troubleshooting.
  • Management of SAN, NAS, and cloud-based storage systems, including volume and LUN configuration, capacity and performance monitoring, replication and backup, vendor coordination for hardware alerts, and data integrity assurance.
  • Supporting Client’s change management procedures, including reviewing and executing approved changes, maintaining configuration baselines, conducting pre- and post-change validation, coordinating maintenance windows and CAB approvals, and implementing rollback procedures as needed.
  • Managing regular patch cycles for Client’s servers, including OS and application updates, critical and out-of-band patches, staging environment testing where possible, troubleshooting patch failures, and providing compliance reporting.
  • Developing and maintaining baseline server images and templates incorporating standard OS settings, security configurations, and approved software. Images will be updated periodically and used for new deployments and rebuilds. We will also manage P2V and V2V conversions as required.
  • Assisting Client with SOE image development for workstations and laptops, integrating necessary drivers and software, configuring domain-joined device settings, and employing automated deployment tools (e.g., WDS, MDT, or Microsoft Endpoint Manager).
  • Remote administration of VDI environments (e.g., Citrix Virtual Apps and Desktops or Azure Virtual Desktop), including master image management, patching, virtual desktop pool configuration, profile and user environment management, and platform troubleshooting.
  • Managing cloud-based device management services (e.g., Microsoft Intune or equivalent MDM solutions), including device compliance policies, Autopilot/automated enrollment, and endpoint security configuration.
  • Supporting enterprise applications and databases on managed servers, including service monitoring, connectivity troubleshooting, log analysis, service recovery, backup verification, vendor coordination, and user access management per Client’s instructions.