About Server Support (Subscription)

Server Support services provide specialist support for cloud-based, on-prem servers and cloud services related to infrastructure. This service is tailored specifically for individual business needs, ensuring that systems function properly and efficiently.

What problems it solves

This service helps solve cloud service and on-prem infrastructure issues and solves interruptions in system functions. It also ensures that cloud-based and on-prem servers are properly functioning and maintained to prevent technical malfunctions, which could result in service interruptions or other issues.

What the Service provides

• The ASET Cloud Operations team is designed to provide the following support models:
  • Phone calls
  • Web/remote hands
  • Onsite support
  • Email support
• Ongoing support from a cloud server specialist or on-prem server specialist as needed
• Support tailored specifically to an agency’s needs
• 24x7x365 support on production servers, including operating system vulnerability patching and remediation
• Monitoring of servers (CPU, RAM), storage, and network connectivity
• 24x7x365 uptime with on-call support for production servers

Benefits of this Service

• Convenient support from a specialist
• Allows agencies to stay up-to-date with the latest features of cloud-based services and remain in compliance with statewide policies
• Maintain operating system compliancy via upgrades and vulnerability management

Billing Unit: Device/Month

Billing Code: 5711

Eligible Customers

• Any Agency in need of support for ADOA hosted systems or applications or onboarding to our ADOA-ASET services.

Service Prerequisites

• Completed review and approval with ASET Engagement Management & Cloud/DC Infrastructure Teams.
• On-prem servers require the following services: Enterprise Compute and Virtual Storage.
• Cloud servers have no service requirements.

Scope of Service

• ASET Responsibilities:
  • Provide daily operational support for the server along with vulnerability remediation services.
• Customer Responsibilities:
  • Request assistance or support via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk. Select Server then Server Support T&M.
• Shared Responsibilities:
  • Agree on changes to the server through our Change Advisory Board process.

Service Commitment

• Response Time: 24 - 48 hours (depending on severity)
• Resolution Time: Dependent on issue
• Support Time: 8AM - 5PM Monday - Friday (after hours on-call provided on production systems as needed)

Related Services

• Server Technician

How to order this Service

To order this service or for any questions related to it, please reach out to your Engagement Manager or submit a request using our Contact form (select Subject "Engagement Management").