Plan scope, hours and billing

The plans cover the operating system and the server itself: monitoring, maintenance, system software setup and backups. The higher the plan, the deeper the monitoring and the wider the list of tasks. The full list for each system with details is in the table on the Server Management Plans page: the ⓘ button next to each service opens its description by plan.

Supported systems

System	Versions
Linux	Ubuntu Server, Debian, AlmaLinux, Rocky Linux, CentOS Stream
Proxmox VE	vendor-supported versions of Proxmox VE
Windows Server	vendor-supported versions of Windows Server

In all cases, only currently vendor-supported releases are covered. This means the vendor still releases updates and security fixes for the version. A version that has reached its end of life (EOL) no longer receives updates or security fixes.

Info

Servers running an OS version that has reached its vendor end of life cannot be added to the service.

Warning

If the support period of your OS version ends while your plan is active, plan the move to a current release in advance. Upgrading between releases is not included in the plans: it requires a separate analysis and a rollback plan. We can perform this upgrade as part of on-demand administration with hourly billing.

What counts as engineer work

Engineer work is any task from your plan's task list that our engineer performs on your server: in the OS, the hypervisor or virtual machines. It uses the included hours.

Uses hours	Does not use hours
tasks you set in a ticket	monitoring and alert assessment
work you approved after an alert	hardware and network incidents
diagnosing and fixing incidents inside the OS	standard support: reboot, rescue mode, standard OS reinstallation, hardware replacement, root or Administrator password reset
installing, configuring and updating system software
fixing security monitoring findings

What the plans cover

Area	Starter	Advanced	Premium
Server monitoring	network availability	plus resources, disks, RAID, temperature	plus services, RAID controller, custom triggers
Security monitoring	access threats, configuration assessment	plus file integrity monitoring	plus vulnerability detection
Hypervisor monitoring (Proxmox VE)	local storage, VM status	plus network storage, backup jobs, overcommit	plus cluster: Ceph, HA, replication, Corosync
Maintenance and incidents	updates, fixing incidents on request	plus on monitoring alerts	plus nights and weekends by arrangement
Basic server setup	user accounts, firewall, disk partitioning, OS reinstallation, certificates, Windows roles, VMs and LXC	plus VPN, Hyper-V, VM import and templates, Proxmox VE firewall	plus Active Directory, Windows role configuration, SDN
System software: web servers, databases, control panels, Docker	installation and updates	plus configuration, reverse proxy, migration, SQL Server	plus tuning and stack setup to client specifications
Backups	setup and restore from INTROSERV Backup Service (add-on)	plus restore from your own backups, vzdump and PBS	plus setup of your own backups and test restores
Security audit and hardening	not included	✓	✓
Log retention	1 month	3 months	6 months
Reporting	not included	short explanation of the incident cause	written RCA within 24 hours, monthly summary

Each higher plan includes everything from the lower one. The scope of work depends on the system: for example, Hyper-V and Active Directory apply to Windows Server, while VMs, LXC and PBS apply to Proxmox VE.

Info

Monitoring does not use engineer hours. All work inside the OS is done after your approval.

Engineer hours

Each plan includes engineer hours. What they are used for is described in What counts as engineer work above. Time is counted in 15-minute increments.

Plan	Price	Hours per month	Billing increment
Starter	€39 per server or node per month	2 h	15 min
Advanced	€89 per server or node per month	4 h	15 min
Premium	€110 per server or node per month	6 h	15 min

Unused hours

Unused hours do not carry over. They reset at the start of each billing period.

Service notes

INTROSERV Backup Service. Setup and restore are available if the INTROSERV Backup Service add-on (NAKIVO Backup & Replication, bare metal) is ordered for the server. The schedule and retention are configured to the client's specifications.

Restore from your own backup. The client is responsible for the consistency of the backup.

Backup testing to client specifications (Linux, Windows Server). Test restores of database dumps, system components and individual files, up to 1 TB in total.

Backup testing of VMs and LXC (Proxmox VE). To client specifications, no more than once a month.

Backup setup with Proxmox tools. vzdump and Proxmox Backup Server, if the client has an active PBS server.

Log collection. Logs are collected centrally only with the client's consent, because they may contain sensitive data. See the Logs, data access and privacy document for details.

Security audit and hardening. The list of steps for each system is in the Security monitoring document.

What the plans do not include

The plans cover the operating system and the server itself. They do not include:

• application code, CMS and plugins;
• third-party software without vendor documentation;
• development and business logic scripts;
• data recovery from failed disks;
• forensics for court or insurance purposes;
• commercial software licenses;
• the INTROSERV Backup Service add-on, which is ordered separately;
• a Proxmox Enterprise subscription;
• client software, Exchange, SharePoint, ERP, CRM and similar systems.

Standard support

Standard support is part of every INTROSERV server and does not use plan hours:

• reboot;
• rescue mode;
• standard OS reinstallation;
• hardware replacement;
• root or Administrator password reset.

Work beyond the plan

Work	Price
Tasks from a higher plan	€30/h
Work beyond the included hours	€30/h
Tasks outside the list: on-demand administration	€40/h

Info

We estimate the scope and time of such work and agree them with you before it starts. Additional hours are never charged without your approval.