What’s Included
For clients whose RMM agents are Silver-tier only, Managed Solution will assign a qualified Technical Lead on a non-exclusive basis to assist with the management of RMM alerts. The Technical Lead will be available during standard business hours (Monday-Friday, 8:00 AM – 5:00 PM local time, excluding holidays) and may serve as the primary technical point of contact for Client.
For up to four (4) hours per month, subject to prior written approval, the Technical Lead may assist with:
- Configuring and tuning of RMM alerts, including creating or adjusting custom monitoring rules within the capabilities of the Silver RMM service to address Client’s specific needs and suppress unnecessary or false-positive alerts; helping develop and implement supported third-party patch management policies through the RMM platform to ensure critical third-party software is updated in line with best practices.
- Identifying and filtering non-critical alerts and false alarms, and advising on adjustments to alert thresholds or rules to improve the relevance of generated alerts for Client’s environment; periodically reviewing RMM agent deployments and removing or updating agents associated with decommissioned or retired devices to maintain an accurate and current monitoring environment.
- Providing Client with monthly summary reports or updates via email, highlighting significant RMM alerts, recurring issues, and recommendations for configuration changes or potential service upgrades; and offering guidance on Client’s device management and lifecycle practices as they relate to the Silver RMM service, including advising when devices are approaching end-of-life or no longer meet applicable performance or compatibility standards.
Unused hours will not carry forward to subsequent calendar months. Services exceeding the four (4) hour monthly allocation shall be billed on a T&M basis at Consultant’s hourly rates specified in the Service Fees section.