Managed Support & Helpdesk (1st & 2nd Line) - Physical Server (per server, per month) - Initial Term

Prerequisites

·         Supported manufacturer server hardware.

·         Server must be in vendor support and less than 5 years old.

·         Hardware should be covered by a valid manufacturer warranty or support agreement.

·         Supported Windows Server or hypervisor environment as applicable.

·         Administrative access to server, iDRAC/iLO or management interface where applicable.

·         Backup and monitoring arrangements in place.

Setup

·         Initial server configuration and management interface setup.

·         Firmware and driver baseline configuration.

·         Operating system or hypervisor installation support where included.

·         Storage/RAID configuration review.

·         Network configuration.

·         Security baseline configuration.

·         Backup and monitoring integration.

·         Documentation of hardware and configuration.

Maintenance

·         Hardware health monitoring.

·         Firmware and driver review.

·         Storage, disk and RAID health checks.

·         Performance and capacity monitoring.

·         Backup monitoring where included.

·         Patch coordination where applicable.

·         Warranty and lifecycle tracking.

Support

·         Server hardware and operating system troubleshooting.

·         Disk, power, RAID or hardware fault coordination.

·         Vendor support escalation.

·         Recovery coordination following failure.

·         Configuration changes within agreed scope.

·         Incident response for server outages or degradation.