Managed Internet Service Description
1. Service Overview
VUCATech provides managed internet coordination, monitoring, and technical support for customer-premise network environments. This service includes internet vendor management, equipment configuration, remote observability, and support from the network edge to the upstream internet service provider.
2. Included Services
VUCATech will provide the following capabilities on a prioritized effort basis, meaning issues are addressed based on severity and resource availability:
Internet Service Coordination
- Provisioning, configuration, support, and vendor escalation
Network Infrastructure Management
- Setup, configuration, and updates to routers, firewalls, switches, and wireless access points
Remote Monitoring and Alerting
- Availability and performance monitoring
- Automated alerts for outages or degradation
Logging and Observability
- Centralized collection and retention of operational and security event logs
Technical Support
- Remote troubleshooting support for connectivity issues between the customer’s local network and internet provider
3. Service Level Targets
These are non-binding, best-effort response time targets:
| Priority | Example | Response Target |
|---|---|---|
| Critical | Internet or site-wide network outage | Within 4 hours |
| High | Degraded performance impacting ops | Within 1 business day |
| Normal | Routine support or config changes | Within 2 business days |
Response means triage and acknowledgment, not guaranteed resolution.
4. Excluded Services
The following services are not included unless specified in the agreement or a supplemental statement of work:
- End-user device support (laptops, phones, etc.)
- On-site visits unless otherwise contracted
- Structured cabling or low-voltage wiring
- Hardware procurement, repair, or warranty services
- Support for customer-owned software or SaaS tools
- Changes to ISP contracts unless part of VUCATech-provided service
5. Customer Responsibilities
Customers receiving this service agree to:
- Provide and maintain reliable power and internet access
- Ensure VUCATech has secure remote access to managed equipment
- Notify VUCATech of changes to network, equipment, or ISP
- Maintain physical security of networking equipment
- Act on technical recommendations as appropriate
6. Tooling and Technology Stack
VUCATech may use any combination of the following (or similar) technologies:
Remote access: VPN, SSH, or Wireguard
Monitoring: Netdata, Grafana, blackbox, Prometheus
Logging: Loki, ELK stack, syslog, Vector
Documentation: Git-based runbooks, Markdown records, or client-specific documentation platforms
Tooling is subject to change and may vary by customer environment and technical requirements.