Summary. Keep core servers/storage/virtualisation healthy, patched, and recoverable—with simple, auditable change notes.
Who it's for. SMEs with on‑prem or hosted workloads that need steady care without surprises.
Business Outcomes
- Stable platforms with clear patch and backup cadence
- Faster troubleshooting through known baselines and notes
- Restore confidence proven by regular test restores
What’s Included
| Scope | Description |
|---|
| Core Inclusions |
- Patch cadence oversight and health checks
- Backup/restore verification and runbooks
- Capacity monitoring and lifecycle notes
- Config backup for key platforms (hypervisor, storage, core services) with restore checks
- Vulnerability/firmware advisories triage and scheduling (best-effort unless taken as a project)
- Change control notes (CAB-ready) and monthly KPI pack
|
| Optional Add‑Ons |
- Hardware vendor coordination
- Out‑of‑hours maintenance windows
- Performance tuning engagements
|
Onboarding & Steady‑State
Note: timelines depend on size and current tooling.
| Phase | Activities | Deliverables | Indicative Duration |
|---|
| 01 — Baseline | - Config & health import
- Backup policy review
| - Baseline notes • Patch plan • First restore test evidence
| 1 week |
| 02 — Stabilise | - Patch & backup tidy‑up
- Restore test(s)
| - Restore evidence sustained • Exceptions register (owner + expiry)
| 1–2 weeks |
| 03 — Operate | - Monthly health & capacity
- Planned changes
| - Monthly scorecard (health/patch/restore/capacity) • Change notes
| Ongoing |
Service Levels (Summary)
| Plan | Coverage | Response / Restore | Governance |
|---|
| Bronze | Business hours (Mon–Fri 08:00–17:00 NZT, except Public Holidays) | P1: 2h / NBD • P2: 4h / 2BD | Monthly summary |
| Silver | Extended hours (Mon–Fri 07:00–19:00 NZT, except Public Holidays) | P1: 1h / Same day • P2: 2h / NBD | Monthly review |
| Gold | BH + after‑hours (24×7 P1) | P1: 30m / ASAP • P2: 1h / Same day | Monthly review + roadmap |
Success criteria (from our perspective)
- Patch cadence executed to plan; variance visible and within agreed thresholds
- Backup job success ≥ 98% monthly with sampled restores evidenced
- Capacity/risk items tracked with owners and expiries; no critical surprises outside CAB
- P1/P2 MTTR within SLA; change notes captured for auditable handovers
Prerequisites
- Admin/delegated access as applicable
- Maintenance windows agreed
- Tagging/records where required
- Remote access and allow-listing for management tooling
- Maintenance windows agreed (NZT); after-hours for Gold
Assumptions
- Licensing is pass‑through at vendor MSRP
- Standard change control with rollback plans
- Out‑of‑scope activities billed T&M per Annex
Risks & Mitigations
- Silent backup failures: alerting + weekly exception review; sampled restores each month
- Patch-related outages: ringed deployment, maintenance windows, rollback plan
- Capacity surprises: monthly trend report and right-sizing actions
Out of Scope
- Large‑scale re‑architecture or greenfield builds (separate projects)
- Custom integration beyond standard patterns
- Procurement for third‑party tooling (pass‑through only)
