Server management plans

FAQ

• What happens after I order?

  On new or existing servers, we set up monitoring and security agents, configure required ports, and create a dedicated administrative account for our engineers – you retain full control and can disable this account later or keep it active for fast emergency support. During the first hours of onboarding, we perform a initial configuration assessment and provide you with a security report. Based on this report and our security checklist, we coordinate with you to resolve identified issues. 

• How do I receive alerts?

  You do not receive raw monitoring alerts directly. All alerts are routed to our sysadmin team, who immediately evaluate the severity of the issue. If an incident requires your consent – such as OS-level intervention, service downtime, or administrative access – we create a support ticket detailing the problem and proposed solutions, notified via your client area and email (with optional Telegram or WhatsApp integration). Hardware and network issues are resolved proactively without disturbing you.

• Do I need to give you my root password?

  No, not initially. During onboarding, we create a dedicated administrative account with root privileges to manage system-level tasks. You maintain full visibility of this account and can disable or revoke it at any time. However, perform internal OS tasks requires elevated access – if you choose to disable our dedicated account, you will need to provide root credentials each time you request engineer support for OS-level operations.

• Will you change anything on my server without asking?

  No. We never make unauthorized OS-level or application changes. When monitoring detects an issue, our engineers proactively investigate the root cause, notify you, and present a clear solution. Any actual remediation, maintenance, or configuration adjustments are executed strictly after your explicit consent. Hardware and network availability incidents are the only exception, which we resolve proactively to keep your infrastructure online.

• Does every plan include vulnerability scanning?

  Every plan includes basic security monitoring – such as brute-force attempt alerts and an initial configuration assessment with hardening recommendations. Advanced adds continuous file integrity monitoring. Comprehensive vulnerability detection for the OS and installed software, complete with detailed reporting, is exclusive to the Premium plan.

• What load do the agents put on the server?

  Very little. The monitoring and security agents are exceptionally lightweight, consuming negligible CPU and RAM resources. They operate strictly via outbound connections, so no inbound ports need to be opened for them.

• Is INTROSERV Backup Service included in the plan?

  The backup service itself is not included – it is a separate add-on available for every server and must be ordered alongside your server for us to configure it. Once active, all management, schedule configuration, and full server restoration from INTROSERV backups are included on every plan.

• I already have an administrator. Does a plan still make sense?

  Yes, absolutely. Many clients use our service as a second pair of eyes and reliable 24/7 coverage. Our continuous monitoring catches infrastructure issues around the clock when your in-house team is offline, while the included engineer hours handle routine system maintenance – freeing your administrator to focus entirely on core application development and business logic.

• What if I need something that is not in my plan?

  Any task covered by a higher plan or work beyond your monthly hour allowance is billed at €30/hour. Custom administrative requests outside the standard scope are available as on-demand system administration at €40/hour. In all cases, our engineers evaluate the scope, estimate the required time, and confirm everything with you strictly before starting any work.

• Do unused hours carry over to the next month?

  No. Included engineer hours are allocated per calendar month and reset at the beginning of each billing cycle – unused time does not roll over to the next month.