When you’re running a business, it’s critical to stretch every dollar and get the greatest value wherever you can. And it’s no different with your services here at Vivio. Your hosting services and support need to meet your business needs and your bottom line.  

One of the ways you can get the greatest value is through our SysOps Support Subscription. And the most common feedback we receive from clients when they cancel it is, “we aren’t using it enough”. That’s our fault, because our clients didn’t know all the ways it could have been used to support their business. 

We’re trying to do better. So how do you get the greatest value from your SysOps Support Subscription? 

Understanding What’s Included 

• 2 hours of support work (at 1/3 the price), per month 

• Nearly 43% off the regular price for every hour of support, beyond the first 2 hours 

• Prioritized ticketing queue for faster response times 

• Advanced Monitoring with Active Monitor Response 

• One support subscription for multiple servers (including 3^rd-party) 

What is Advanced Monitoring and Active Monitor Response? 

When hosting services are created for you, Basic Monitoring for Ping, HTTP, and SMTP are configured through our monitoring system so that you are alerted to any issues with your server. When you have a SysOps Support Subscription, Advanced Monitoring (NCPA agent) for ram, CPU, and disk are also configured. Alerts for both Basic Monitoring and Advanced Monitoring are sent to you and our support team.  

The SysOps Support Subscription is built on the proactive response model. When our team is alerted to an issue through our monitoring system, they will investigate and correct it as soon as possible, often before it ever becomes critical. This saves valuable time, improving service uptime and reliability for your online business presence.  

Custom Monitoring for Your Business Needs 

In addition to the Basic and Advanced monitors, you can add custom monitoring for certain processes, or for specific ports or URLs. Alert thresholds are set to our default percentages depending on the type of alert, but those can typically be customized as well. You can decide who receives alert notices for each monitor in addition to our support team. And contact information can be updated periodically as needed. More information about monitoring can be found at https://viviotech.net/server-monitoring/.  

Your SysOps Support Team 

Our SysOps Support Subscription is intended to provide 24/7 access to support like your own Managed IT Services team. In addition to the Active Monitor Response, you can also set up customized, scheduled maintenance. Tasks like software patching and updates, reviewing Endpoint security reports, or database optimizations.  

For example, you can avoid unattended reboots caused by Windows updates by having the team update Windows at a time that works best for your business instead. Or have our team keep an extra eye on your server during high-traffic sales events when your site uptime is paramount. 

You can also use a SysOps Support Subscription to work with our team on larger projects, like server migrations, major software upgrades, evaluating security compliance, and more. We’re happy to work with you to create a plan for your next project and help you reach your online business goals. 

Contacting SysOps Support 

Requests that are received or escalated to the SysOps queue are given the highest priority. With a SysOps Support Subscription, you can escalate a support request yourself by sending an email directly to sysops@viviotech.net. Or you can create a ticket within the SysOps queue in Portal at https://portal.viviotech.net/. And you’re still welcome to call or chat with our technicians and they can escalate a request for you. 

More Questions? 

We understand that we probably haven’t covered everything here. To learn more about our SysOps Support you can visit our website here: https://viviotech.net/sysops-support/. Or if you’d like to learn more about what’s covered in our free Infrastructure Support, you can find that information here: https://viviotech.net/infrastructure-support/. 

If you have any questions about how our SysOps Support Subscription works, please reach out: https://viviotech.net/contact-us/. We’re happy to answer your questions.