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Basic, Semi and Full Managed Service - What should they each have inside them?
| Posted by AstroNyu, 05-12-2009, 03:57 AM | | If there is 3 levels of managed service, what would you put in each of them?
Below are some of the things that I think can be put into each level but perhaps someone can draft them better?
(features taken from here which originally posted by Prashanth)
Basic Managed Service
Reboot servers/restart services when necessary.OS Installation and UpdatesControl Panel Installation and UpdatesWebsite MigrationsGeneral Troubleshooting
Semi Managed Service
Reboot servers/restart services when necessary.OS Installation and UpdatesControl Panel Installation and UpdatesWebsite MigrationsGeneral TroubleshootingCreate domains and mail domainsCreate mail users and aliasesCreate mail filters and manage antispamCreate/Delete databasesTroubleshoot mail delivery problemsMaintenance of security of the server.Monitor server loads.
Full Managed Service
Reboot servers/restart services when necessary.OS Installation and UpdatesControl Panel Installation and UpdatesWebsite MigrationsGeneral TroubleshootingCreate domains and mail domainsCreate mail users and aliasesCreate mail filters and manage antispamCreate/Delete databasesInstall all the software which the customer require on his/her server.Troubleshoot mail delivery problemsMaintenance of security of the server. [Kernel and core server daemons - not in relation to installed scripts & custom code]Monitor server loads.Manage backup of the data and databases and when a backup required by customers is corrupt, they blame the quality of support.
I'm about the differentiate the level of managed service on my company as to prevent people abuse it. I notice there are people who offer managed service without first explaining what they covers.
So, I do hope I can get some help from you guys.
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| Posted by ServerManagement, 05-13-2009, 09:03 AM | | There is no text book definition for any of those categories. It mostly depends on the price.
Basic and Semi managed are really whatever you want to offer. The more you offer, the more it will be attractive to the potential customer.
Fully managed should include anything and everything the customer requests. There really shouldn't be anything that is not covered if you are saying "fully" managed.
But it really is the price that determines what is included. The price of fully managed servers with the same hardware range anywhere from $50 to $500, so the service that is included naturally will differ and so should the customer's expectations.
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| Posted by prashant1979, 05-13-2009, 10:37 AM | | First of all let me tell you, there cannot be anything as a fully managed server. Fully managed server is a vague term and leads to a number of troubles. I have used this term in the past and paid heavily for it. You can distribute the tasks according to the plans you design, but always make sure you have a really strong SLA and AUP defined which will save you lots of troubles later.
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| Posted by expo09, 05-28-2009, 07:24 AM | | Its always important that clients know what is included. Are you looking to offer managed hosting? Is this for your own business?
As long as clients know what they are getting it doesn't matter what is included in each level. Just don't hide anything or give the impression that something is included that isn't. You don't want to say it is fully managed if it isn't.
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