Monitoring and Maintenance Monitoring Objectives Round-the-clock vigilance Remote and on-site support Instant response Multiple means of notification Services Remote central monitoring and control Remote diagnostics E-mail, telephone, and pager alert Telephone support Problem escalation defined by customers Periodic reports of server performance patterns Report on your Internet connection speed Maintenance Objectives Simple pricing structure Predictable cost Flexible contract term Reliable services Services Remote and on-site troubleshooting Short and long-term maintenance contracts Remedial maintenance Preventive maintenance Necessary re-configuration and re-installation