Server Support

We deliver reliable, secure, and proactive server support to keep your business running without interruption.

✔ High server uptime & fast response
✔ Proactive maintenance & monitoring
✔ Strong security & data protection
✔ Expert support with clear communication
✔ Backup & business continuity assurance

Our promise: We don’t just fix issues—we prevent them, ensuring stable and secure server operations you can rely on.

✔ Windows & Linux Server management
✔ Active Directory, DNS & DHCP support
✔ Server health monitoring & performance optimization
✔ Security patching & server hardening
✔ User access & permission management
✔ Backup monitoring & restore support
✔ Remote & on-site troubleshooting
✔ Preventive maintenance & reporting

Pay-Per-Visit Pricing
(For customers without an active AMC)

💼 On-Site Visit Charges

• Standard On-Site Visit (Business Hours):
  ₹3,500 – ₹5,000 per visit
  
  

• Urgent / Same-Day Visit:
  ₹5,000 – ₹7,000 per visit
  
  

• After-Hours / Weekend Visit:
  ₹6,000 – ₹8,500 per visit

• All prices are exclusive of GST.

• AMC validity is 12 months from the start date.

• Payment terms: 100% advance (or as mutually agreed).

• Scope is limited to services mentioned in the selected AMC plan.

• Hardware replacement, spare parts, and licenses are not included.

• On-site visit limits apply as per AMC plan; extra visits are chargeable.

• Emergency on-site support without AMC is billed per visit.

• Service requests must be raised via email / phone / ticket system.

• Resolution timelines depend on issue severity and SLA.

• Unused AMC services or visits do not carry forward.

• Travel costs may apply for locations outside city limits.

• AMC is non-transferable and non-refundable.

We deliver server support services in compliance with industry best practices, applicable regulations, and agreed service standards to ensure security, reliability, and confidentiality.

Our Compliance Commitment

• Adherence to industry-standard IT service management practices

• Compliance with data protection and information security requirements

• Strict confidentiality of client data and systems

• Controlled access to servers using authorized credentials only

• Regular updates, patching, and security hardening as per scope

• Change management followed for all planned server activities

• Audit-ready documentation and service records maintained
  
  

Data Security & Confidentiality

All client data, credentials, and system information are treated as confidential and used solely for service delivery purposes. No data is shared with third parties without prior authorization, unless required by law.

Responsibility Disclaimer

Compliance applies strictly within the defined scope of the AMC or service agreement. Clients are responsible for ensuring appropriate licensing, legal usage of software, and regulatory compliance specific to their industry.

1️⃣ Purpose

To define standardized processes for delivering reliable, secure, and efficient server support services, ensuring maximum uptime and minimal business disruption.

2️⃣ Scope

This SOP applies to all supported servers under AMC or contractual engagement, including:

• Windows & Linux Servers

• File, Application & Database Servers

• Active Directory, DNS & DHCP services
  
  

3️⃣ Support Coverage

• Remote Support: As per AMC plan (Business hours / 24×7)

• On-Site Support: As per plan-defined visit limits

• Emergency Support: Based on SLA priority
  
  

4️⃣ Service Request Handling

1. Client raises request via email / phone / ticket system

2. Ticket logged with severity level (Critical / High / Medium / Low)

3. Assigned engineer initiates troubleshooting

4. Resolution provided or escalated if required

5. Ticket closed after client confirmation
   
   

5️⃣ Incident Response Process

• Critical Issues: Immediate response as per SLA

• Non-Critical Issues: Scheduled resolution

• Root cause analysis performed for recurring issues

• Preventive measures implemented where applicable
  
  

6️⃣ Preventive Maintenance

• Scheduled server health checks

• Disk, CPU & memory utilization review

• Patch updates & security hardening

• Backup verification & reporting

• Log review & cleanup
  
  

7️⃣ Change Management

• All planned changes documented and approved

• Backup taken before critical changes

• Changes executed during approved maintenance windows

• Post-change validation performed
  
  

8️⃣ Data Security & Access Control

• Access restricted to authorized engineers only

• Credentials handled securely and confidentially

• No data copied or shared without client approval
  
  

9️⃣ Backup & Recovery Support

• Monitoring of backup jobs

• Assistance in data restoration upon request

• Disaster recovery support as per agreement
  
  

🔟 Documentation & Reporting

• Service logs maintained for all activities

• Preventive maintenance & incident reports shared

• AMC compliance records preserved
  
  

1️⃣1️⃣ Exclusions

• Hardware replacement & spare parts

• Software licensing

• Major OS upgrades unless agreed separately
  
  

1️⃣2️⃣ Review & Improvement

This SOP is reviewed periodically to improve service quality, security, and operational efficiency.