Managed Services Matrix
Our technical support team is proud to provide excellent technical support. However, they cannot provide free technical support for every problem you may encounter or create when managing your system. Below is a quick reference chart for determining what support services are included with each level of support. This is only a guideline. If you are unsure if your technical issue is covered, please ask your support representative to clarify any possible charges before proceeding.
ZZ Servers managed service levels are based on predefined levels of service needs and are only a small example of services provided. Because every business environment is different, please feel free to call us at 1-800-796-3574 so we can custom tailor a plan to fit your exact needs.
NOTE: Basic “self-managed” support is designed for clients who are self-sufficient in managing a dedicated server. Clients with Basic support requiring assistance from our support team for any issue not indicated below will be charged our standard fee. In contrast, Level 1 provides the maximum level of management and allows us to provide you with a full level of system administration.
Basic Level: Little or no involvement from ZZ Servers support team. Best for expert system administrators.
Level 3: Minimal amount of management; automatic server updates and monitoring.
Level 2: High level of security; increased amount of management; automatic server updates and monitoring.
Level 1: Maximum level of security; fully managed services; automatic server updates; full system and service monitoring.
| Physical Server |
|
Basic |
Level 3 |
Level 2 |
Level 1 |
| Reboots |
 |
|
|
|
| Troubleshoot Hardware |
|
|
|
|
| Replace Bad Hardware |
|
|
|
|
| |
| Network |
|
Basic |
Level 3 |
Level 2 |
Level 1 |
| Troubleshoot Network |
|
|
|
|
| |
| Your Skill Level |
|
Basic |
Level 3 |
Level 2 |
Level 1 |
| Expert |
|
|
|
|
| Self Sufficient |
|
|
|
|
| Novice |
|
|
|
|
| |
| Root Access |
|
Basic |
Level 3 |
Level 2 |
Level 1 |
| Yes |
|
|
|
|
| No |
|
|
|
|
| |
| System Monitoring |
|
Basic |
Level 3 |
Level 2 |
Level 1 |
| No Monitoring |
|
|
|
|
| Service Monitoring |
|
|
|
|
| Full System Monitoring |
|
|
|
|
| |
| Advanced Support |
|
Basic |
Level 3 |
Level 2 |
Level 1 |
| 0 Hours |
|
|
|
|
| 30 Minutes |
|
|
|
|
| 1 Hour |
|
|
|
|
| 2 Hours |
|
|
|
|
| |
| Software Updates |
|
Basic |
Level 3 |
Level 2 |
Level 1 |
| No Updates |
|
|
|
|
| Automatic Updates |
|
|
|
|
| Full Updates |
|
|
|
|
| |
| Security |
|
Basic |
Level 3 |
Level 2 |
Level 1 |
| No Security |
|
|
|
|
| Increased Security |
|
|
|
|
| High Level of Security |
|
|
|
|
| |
| Scripts and Third Party Software |
|
Basic |
Level 3 |
Level 2 |
Level 1 |
| Troubleshoot |
|
|
|
|
| Configure |
|
|
|
|
| Install |
|
|
|
|
| |
|
