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

Prerequisites

·         Supported server operating system and application role.

·         VM hosted on supported virtual host or cloud platform.

·         Administrative access to VM.

·         Backup and monitoring arrangements in place.

·         Licensing for OS and applications in place.

Setup

·         VM provisioning or onboarding.

·         Operating system configuration and patch baseline.

·         Network and DNS configuration.

·         Security baseline configuration.

·         Role/application support configuration where included.

·         Backup and monitoring integration.

·         Documentation of VM configuration and purpose.

Maintenance

·         Operating system health monitoring.

·         Patch and update monitoring where included.

·         Storage, CPU, memory and performance checks.

·         Backup monitoring where included.

·         Security posture review.

·         Service/role monitoring where applicable.

Support

·         Troubleshooting OS, performance and connectivity issues.

·         Service restart or configuration changes within scope.

·         Patch or update issue remediation.

·         Restore/recovery support where backup is included.

·         Escalation to vendor or platform support where required.