Notifications come automatically, recovery does not come automatically
At 2 a.m., I get a “Site not responding” notification. The surveillance team found that the site was unresponsive while knocking on the site, and notified them of this fact via text and email. Up to this point, the process progresses even if the person is not looking at the screen.
The problem is next. The boss who received the notification who to callIf it is not written in the contract, the site will be frozen until the person in charge arrives to work. The fact that you are paying a monthly maintenance fee does not answer this question.
Receiving notifications and reviving your site are two different tasks. The two must be listed separately in the contract.
The word “management” is divided into four tasks
If the management contract only says “including website management,” the scope is unknown. There are four things that actually happen, and the extent to which each contract is responsible is different.
| What to do | detail | If this field is empty |
|---|---|---|
| find | finding what has stopped | Customers tell us first |
| notice | informing people | Even if we find it, no one will know |
| restoration | bringing it back to life | I greet the morning while stopping |
| Edit letters | Changing text and images | Receive quotations again on a case-by-case basis |
Receiving a notification means that the first two things have worked. You must check separately where the third and fourth are written.
The place where recovery divides our rating table
Instead of quoting someone else's company contract, I used these four control levels that BlueCanvas actually sells. The amounts and ranges below are Control information pageThese values are disclosed in , all prices are exclusive of VAT and are on a monthly basis.
| rating | find | notice | restoration | Edit letters |
|---|---|---|---|---|
| Watch · 100,000 won per month No access to customer servers | ○ | ○ | — | — |
| Guard · 300,000 won per month Monitoring within the server | ○ | ○ | automatic restart | — |
| Managed · 500,000 won per month Delegation of authority to action | ○ | ○ | Action / Report | — |
It is not the number of items that determines the value. Entering the customer server It's one. The external tapping level doesn't install anything on the server, so all they can do is find it and let you know. Reviving services instead of people starts with getting into the server.
The rightmost column is empty for all three ranks. This part is written separately later.
Just because the time is written does not determine the scope.
It's easy to feel reassured when there are numbers on the contract. We also wrote down the times for each situation. If the site completely stops, detection occurs within 1 minute, notification occurs within 5 minutes, and the next action is to attempt an automatic restart and report the results.
But this table until whenI just say do whatIt does not replace . If the contract only says “response within one hour,” it depends on the reader whether it means answering the phone within that hour or reviving the site. A verb must be written next to the time to form a range.
Changing one line of business hours is not subject to government control.
This is the point of most frequent misalignment. Control is Only work on security and operation Includes. On our management information page, we first listed “Site function development/design modification” as an item that is not included.
So, changing a single line of business hours or changing a banner image is not included in any of the three levels. The work is a product related to website maintenance, and the amount is also calculated from a different table. When reviewing your management agreement Which products contain text correction?It is better to ask together.
Three lines to look for in today's contract
I'm not telling you to change companies. All you have to do is open the contract you have now and look at the three lines below.
- find — Who checks the site, and every few minutes.
- notice — Within a few minutes of detection, who will you notify?
- restoration — Whose responsibility is it to revive it, and if it is outside the scope, how much is it per case?
If all three lines are written, the place to call the next morning is determined. If there are empty rows, those rows will be filled in the next contract.
The notification screens and calls shown in this video are all simulated situations and do not represent actual customer failures.
