What’s Included
Managed Solution will provide continuous 24/7 managed operations and infrastructure monitoring for Client’s Microsoft Azure environment using the LogicMonitor enterprise monitoring platform. Services include proactive monitoring, alerting, event correlation, triage, incident response, infrastructure management, and governance across all in‑scope Azure resources and subscriptions. These services are designed to maximize availability, performance, security posture, and cost efficiency while reducing operational burden on Client’s internal teams.
- Managed Solution’s Managed Operations Center (“MOC”) will deliver 24/7 monitoring and alert response for infrastructure health, performance thresholds, and Azure service availability events. Monitoring includes customizable alert thresholds, role‑based access, centralized dashboards, and integration with Client’s existing ticketing and escalation workflows. Critical‑severity incidents are subject to a fifteen (15) minute Service Response Target (“SRT”).
- Upon alert detection, Managed Solution engineers will perform event correlation, triage, automated ticket creation, and tiered remediation. Where required, incidents may be escalated to Microsoft Premier Support under an active Cloud Solution Provider (“CSP”) Agreement. Out‑of‑scope or onsite services may be provided under a separately scoped engagement.
- Managed Solution will manage in‑scope virtual machines, platform‑as‑a‑service (“PaaS”) database services, and supporting infrastructure, including operating system patching and updates, user account administration, and enforcement of security protocols. Virtual machine provisioning support is limited to right‑sizing analysis and architectural guidance; implementation beyond advisory scope may require additional scoping.
- Managed Solution will provide centralized log aggregation, automated anomaly detection, and contextual log analysis alongside metric‑based monitoring, covering application‑level and operating system metrics. Log and configuration data will be retained for a minimum of two (2) years, supporting operational analysis and audit readiness. Extended retention may incur additional costs.
- Cost governance services include spend alerting, consolidated subscription visibility, usage‑based forecasting, and at‑a‑glance optimization recommendations. Access to CSP‑based cost optimization tooling is contingent upon an active CSP Agreement.
- As part of Quarterly Business Reviews (“QBRs”), Managed Solution will deliver service health reporting, incident trend analysis, capacity planning insights, cost optimization findings, and actionable recommendations to support continuous improvement of Client’s Azure environment.
- Managed Solution will maintain role‑based access controls with multi‑factor authentication, configuration audit trails, and encryption of monitoring data both in transit and at rest, supporting security best practices and compliance readiness.
- Note: Delivery of these services requires installation of RMM agents on all in‑scope infrastructure.