Downtime & Scrambling
Server issues mean unexpected operational downtime and urgent scrambling to find out what crashed.
CLOSED BY SERVER ACCOUNTABILITY
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MANAGED SERVER & INFRASTRUCTURE SUPPORT
SERVICE FAMILY: RUN
Who is accountable for the systems the business runs on?
THE WRITTEN PROMISE
The servers your business runs on, proactively kept available, workload by workload.
100% Written Scope Boundary
3 Tiers START · CORE · STRATEGIC
Named Senior Ownership
Designated Layer Mandate
Server Accountability
Contract Family
RUN
Delivery Model
Outcome-Based · Fixed Tier
Boundary Status
Inclusions & Exclusions Written
Escalation Point
Senior Cape Town Engineers
OPERATIONAL DIAGNOSTIC
Signs nobody owns this yet
If server issues have meant downtime or scrambling, Server Accountability makes OS-level stability a defined, monitored responsibility.
Ad-Hoc Patching
Operating system patching happens ‘when someone remembers’, leaving servers unpatched or rebooting during work hours.
CLOSED BY SERVER ACCOUNTABILITY
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Hoping Instead of Knowing
You’re quietly hoping the server is fine rather than knowing who owns its availability.
CLOSED BY SERVER ACCOUNTABILITY
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WRITTEN SCOPE ARCHITECTURE
What we own — and what stays separate.
Ambiguity is where IT partnerships break down. We publish both what is included in Server Accountability and what is scoped separately so your team never discovers a gap mid-incident.
[!] WHAT STAYS SEPARATE, AND WHY
Scoped separately: Backup and restore · disaster recovery · application and vendor support · database tuning and schema design · major OS upgrades, rebuilds and migrations · storage and network fabric.
We own the server staying up. What runs on it at the application layer, and getting it back after a disaster, are separate commitments.
CONTRACTED INCLUSIONS (5 CORE MANDATES)
FAMILY: RUN
- Availability monitoring: continuous telemetry across uptime, CPU, memory, and disk capacity
- Automated operating system patching, plus secure OS baseline configuration and hygiene
- Core services kept available: Active Directory, DNS/DHCP, file services, Hyper-V hosts & VMs, and SQL engine up/down state
- Incident response within the defined server scope (physical servers, VMs, Hyper-V hosts, and business-critical NAS appliances)
- Microsoft Windows Server and Ubuntu LTS support (including IIS, .NET, Microsoft SQL, MySQL, PostgreSQL, Apache, and NGINX)
OPERATIONAL REALITY CHECK
Coverage and ownership are not the same thing.
GOOD TO KNOW // OPERATIONAL BOUNDARY RULE
A server must be under a Server Accountability tier before we’ll back it up or include it in disaster recovery. We won’t take responsibility for recovering a system we don’t operate.
SERVICE TIER ARCHITECTURE
Server Accountability Tiers
Priced and owned transparently per workload (each physical server, VM, virtualisation host, or critical NAS counts as one unit).
BASELINE HYGIENE
START
Monitoring, automated patching, and reactive business-hours support.
Keeps non-critical servers patched and monitored with business-hours incident response.
RECOMMENDED STANDARD
RECOMMENDED
CORE
Everything in START, plus proactive remediation, incident summaries, and priority handling.
Proactively resolves resource bottlenecks and service faults before they halt production users.
MISSION-CRITICAL
STRATEGIC
Everything in CORE, plus after-hours cover for critical outages, monthly health reporting, and a quarterly review.
Designed for high-dependency production workloads requiring P1 after-hours intervention and governance reporting.
Our services are deliberately modular. Network, backup, security depth, server and cloud are separate commercial decisions — never bundled implicitly into per-user pricing.
CONNECTED ACCOUNTABILITY LAYERS
What connects with Server Accountability
Every layer is modular by design and integrates cleanly with adjacent operational responsibilities.
QUESTIONS & CLARIFICATIONS
Server Accountability FAQs
Why must a server be under Server Accountability before you will back it up?
Successful recovery depends on operating system health, disk integrity, VSS writers, and patch state. We will not promise to restore a server whose underlying operating system we do not monitor and maintain.
Does Server Accountability include support for our ERP or accounting software?
We own the server OS, Hyper-V host, Active Directory, and SQL engine staying up and healthy. Application-level bugs, ERP configuration, and database query design remain with your software vendor.
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