How server management works
Server Management Plans are a monthly add-on service for INTROSERV dedicated servers. You can enable a plan for each server in your account separately.
| Plan | Price | Engineer hours included per month | First response to your request |
|---|---|---|---|
| Starter | €39 per server or node per month | 2 h | 40 min |
| Advanced | €89 per server or node per month | 4 h | 25 min |
| Premium | €110 per server or node per month | 6 h | 15 min |
How we work
Proactive 24/7 monitoring. Agents on the server collect data. Alerts go to the INTROSERV engineering team, not to you.
Reactive work inside the OS. It is carried out only after you approve it.
What engineers do without approval
Hardware and network incidents, that is, anything that affects server availability. We fix them right away without distracting you.
What is done only with your approval
- work inside the OS, hypervisor and virtual machines;
- work that involves downtime;
- any configuration changes.
Info
Nothing changes inside your server until you confirm it in a ticket.
How the plans differ
- depth of server and security monitoring;
- engineer hours: 2, 4 or 6 per month;
- first response time: 40, 25 or 15 minutes;
- maintenance windows;
- list of tasks. The full table for Linux, Proxmox VE and Windows Server is on the Server Management Plans page.
Where your data is stored
Monitoring, security and log collection servers are located in the EU, in the Netherlands.
Communication
- tickets in the client area;
- ticket notifications to your account email;
- optionally, Telegram or WhatsApp in addition.
How to order
- for a new server, choose a plan when you place the order;
- for a running server, open a ticket with support.
How it works
- Agents on the server send data to the monitoring servers in the Netherlands.
- An engineer receives an alert and assesses its severity.
- The engineer fixes hardware and network incidents right away.
- For everything else, you receive a ticket with a description of the problem and a proposed solution.
- After you approve, the engineer carries out the work within the maintenance window.
What included engineer hours are
Included hours are the time of our engineers that is part of the plan price every month. You can spend them on any task from your plan's task list. Hours are used for tasks you set in a ticket and for work you approved after a monitoring alert.
- Time is counted in 15-minute increments.
- Monitoring and alerts do not use hours.
- Hours are granted for each billing period and reset at the start of the next one. Unused hours do not carry over.
When hours run out or a task is not in your plan
| Situation | Price |
|---|---|
| Included hours for the month are used up | €30/h |
| The task is part of a higher plan | €30/h |
| The task is not in any plan's list | on-demand administration, €40/h |
In all cases, the engineer first estimates the scope and time of the work and agrees them with you. Work starts only after you confirm.
Info
Additional hours are never charged without your approval.
Incidents and work approval
We fix hardware and network incidents on the data center side right away, based on monitoring. Anything that affects the OS, hypervisor or VMs is done only after your written approval in a ticket.
Incident path
- An alert goes to an engineer.
- The engineer assesses its severity.
- Hardware and network incidents are fixed right away.
- For everything else, you receive a ticket with a description of the problem and a proposed solution. The notification arrives in the client area and by email, and optionally in Telegram or WhatsApp.
- You give your approval in the ticket.
- The engineer carries out the work within the maintenance window.
- The ticket is closed.
Who starts the work
| Plan | Linux and Proxmox VE | Windows Server |
|---|---|---|
| Starter | at your request | at your request |
| Advanced | at your request or on a monitoring alert | at your request or on a monitoring alert |
| Premium | at your request or on an alert; nights and weekends by arrangement | at your request or on an alert; nights and weekends by arrangement |
Actions on alerts
On all plans, when a monitoring alert fires, the engineer proposes a solution in a ticket and, after your approval, performs standard actions with minimal impact on the server:
| Action | Condition |
|---|---|
| Installing updates | none |
| Applying security settings | only settings that do not affect users or services |
| Restarting services | none |
| Removing temporary files and old logs | when disk space is running low |
| Performance profiling | to find the cause of a load increase |
| Enabling and disabling user accounts | none |
| Other standard actions provided for by monitoring scenarios | within your plan's task list |
Info
Any work inside the OS and any configuration change is done only with your approval in a ticket, including the actions in this table.
Maintenance windows (CET/CEST)
| Plan | Window |
|---|---|
| Starter | weekdays 8:00 to 18:00 |
| Advanced | weekdays 8:00 to 23:00 |
| Premium | weekdays 8:00 to 23:00; nights and weekends by arrangement |
Incident report (RCA)
| System | Advanced | Premium |
|---|---|---|
| Linux | short explanation of the cause in the ticket | written report within 24 hours |
| Proxmox VE | short explanation of the cause in the ticket | written report within 24 hours |
| Windows Server | short explanation of the cause in the ticket | written report within 24 hours |
An RCA contains the root cause of the incident and the measures taken. RCA is not included in Starter.
Work approval
What counts as approval. Your written reply in the ticket.
Who can approve. The account owner in the INTROSERV billing system.
Work time and downtime. They are agreed in the ticket before the work starts.
Info
If you do not reply in the ticket, the work does not start. Without approval, we act only on hardware and network incidents on the data center side.
Responsibilities
INTROSERV is responsible for monitoring, response and approved work. The client is responsible for their applications, data and timely approval of work.
INTROSERV is responsible for:
- 24/7 monitoring and response to alerts within the plan;
- fixing hardware and network incidents;
- carrying out approved work within the maintenance window;
- keeping access credentials safe and confidential;
- storing monitoring data and logs in the EU, in the Netherlands;
- notifying you of problems found;
- reports included in the plan: RCA and the monthly summary.
The client is responsible for:
- timely approval of work;
- notifying us of planned changes that may affect the monitoring agents: OS reinstallation, IP change, firewall changes, new services;
- their own applications, data and licenses;
- consistency of their own backups when restoring from them;
- providing OS access for the work if the engineer account is disabled;
- legality of the data and software on the server.
What is not allowed
Warning
The following actions disable the monitoring included in the service price:
- removing, stopping or reconfiguring the Zabbix, Wazuh and OpenObserve agents;
- blocking their outgoing connections;
- removing, disabling or changing the engineer account without notifying us;
- disabling system logging (journald, Windows Event Log) if log collection is enabled with your consent;
- changing the system at the same time as approved work is being done;
- installing software that blocks the agents.
Consequences
- Monitoring stops detecting problems. Alert response obligations no longer apply.
- Restoring the agents and the engineer account is paid from the plan hours or at €30/h.
- Incidents caused by your actions are fixed using the hours included in the plan.
INTROSERV is not responsible for:
- consequences of changes you made;
- downtime while we wait for your approval;
- consequences of your refusal of recommended fixes;
- third-party software.
