What managed services do you actually expect from a managed dedicated server?

[SenseiSteve]

The term managed dedicated server seems to mean something different depending on the provider.

Some companies consider managed services to include operating system updates, security patching, proactive monitoring, hardware replacement, and troubleshooting. Others go much further with firewall management, backup administration, performance tuning, migrations, and even application support.

At the same time, some customers expect their provider to help with virtually everything running on the server, while others only want infrastructure management and prefer to handle the software stack themselves.

So I'm curious...

What services do you consider essential for a managed dedicated server?
Where do you think the provider's responsibility ends?
Have your expectations changed over the last few years?
Have you ever switched providers because their definition of "managed" didn't match yours?

Whether you're a hosting provider, reseller, developer, or end user, I'd be interested to hear what you expect when you see the word managed on a dedicated server plan.

 

[Mivocloud]

Server management can include absolutely anything a hosting provider wants, and is limited only by their own scope.

For instance, our server management includes the following:

• Web Site Statistics
• Software installation
• Fully Managed & Monitored
• Managed Security
• Software Updates
• 24/7/365 Support
• Managed Backup & Recovery
• Virus Scanning
• Ticket Communication
• Up to two instances

However, some clients who purchase server management literally expect us to modify their website's code according to their wishes, and they don't understand when we refuse to do so.

In the end, it all depends on the clients themselves and how far the hosting provider is willing to go.

 

[AlexTechie]

I think most clients simply want someone to take care of the dedicated server for them. That usually means keeping it updated, monitoring it 24x7x365, fixing issues when they happen, handling security, backups, and helping with migration process. In short they want peace of mind so they can focus on their website or business instead of server management.

 

[NiceNIC]

For me, managed means the provider keeps the server healthy. OS updates, security patches, monitoring, firewall basics, backup checks, and help when something breaks.

 

[OnTheCloud.co]

The problem (in my opinion) begins when the type of use of the server isn't defined. For example, is the use type for web hosting and a control panel is required? What if the server is running Windows and some corporate application?

 

[Ticaga]

To be honest in my opion a managed server means if I'm struggling to do something, I ask the provider and they direct me or either help me do it and explain how to do it, however there are people who take liberties and assume they're paying for the provider to do everything.

I suppose unless it's written down explaining what's part of the service they don't know what's included. You pay more for a managed server so I understand both sides.

 

[nonamehosts]

For me, managed means the provider keeps the server healthy. OS updates, security patches, monitoring, firewall basics, backup checks, and help when something breaks.

Agree, but I would add that it can depend on the managed service agreement and price. There can be that lets say basic plan includes only OS updates, security patches and so on. But more expensive one for example high availability setup with database monitoring and reacting to alerts.

 

[FrancoFang]

The question about where responsibility ends is the one worth answering,
and I do not think a feature list can answer it. Two providers can
publish identical lists and behave completely differently when something
breaks.

Three things decide it in practice.

Whether there is a clock. "We handle patching" with no stated window is
a sentence, not a commitment. Worth asking what the response time is and
what happens when it is missed - if the answer is nothing, it was never
really a commitment.

What the provider may do without asking. Can they reboot. Can they roll
back a change. Can they pull a compromised box off the network at 3am to
contain it. Most people find out where that line sits during their first
incident, which is the worst possible moment to be negotiating it.

What is explicitly out of scope. Mivocloud's frustration with clients
expecting website code changes, and the customer's frustration that
"managed" did not mean what they assumed, are the same problem from
opposite ends. Plans almost always list what is included and almost
never list what is not. Writing the exclusions down costs nothing and
removes most of the argument before it starts.

From the other side of the fence - we are deliberately unmanaged, and
the honest reason is that managed done badly is worse than unmanaged. A
customer who believes patching is handled when it is not is more exposed
than one who knows it is theirs.

 

[Cantech Networks]

For me, "managed" should at least mean: OS updates/security patches, monitoring, hardware replacement, and basic troubleshooting if something breaks. That's the baseline.

Anything beyond that backups, firewall setup, app-level support, I treat as a bonus, not a given, so I always confirm with the provider directly what is actually included before signing up.

And, expectations have gotten more specific over time, since "managed" really does mean different things to different hosts. Best habit: ask for a clear list in writing, not just the word "managed" on the plan page.

 

[FireVM.]

Web hosting service has vastly improved since the beginning days of the internet: you no longer need a programming guru to set up your site; you no longer need to be a computer guru to get a web site posted. Just my 2 cents.