Ongoing service plan
Observability / Monitoring
See what is happening across your IT environment
Combine metrics, logs and available application telemetry into one view of your environment. Receive automatic notifications when a service stops working or approaches its performance limits.
Core scope
What do we deliver in the Observability / Monitoring plan?
One place to check environment health, search historical data and receive warnings that help your team take action.
Connecting assets and data sources
Deploying standard agents, collectors, device polling and API integrations for assets covered by the agreement. Assigning names, locations, owners and service categories.
Infrastructure health monitoring
Collecting available metrics from servers, network devices, storage, virtualisation and other agreed components. Checks include CPU load, memory, disk space and hardware status.
Network availability and performance monitoring
Checking device reachability, interface and link status, and available transmission parameters such as latency, packet loss, errors and bandwidth utilisation.
Basic service checks
Checking service responses, such as HTTP/HTTPS, DNS and specified TCP ports. Monitoring response times, selected error codes and certificate validity.
Centralising logs and events
Receiving agreed system, application and device logs. Standardising basic fields, timestamps and source labels, and providing historical data search.
Collecting application telemetry
Obtaining available application metrics and request traces where the application already exposes them or a supported standard integration exists. This does not require rebuilding application code.
Dashboards and asset context
Providing standard views of availability, performance and events. Associating data by system, location and service to help the client analyse issues more efficiently.
Alerting and automatic escalation
Configuring thresholds, alert conditions, recipients and notification channels. Grouping recurring alerts and accounting for approved maintenance windows.
Monitoring quality control
Detecting missing telemetry, collector errors, data ingestion delays and integration issues. Resolving platform faults within VigilHorizon’s area of responsibility.
Retention, reporting and configuration maintenance
Storing data according to service parameters, providing a monthly summary of availability and resource utilisation, and making standard adjustments to thresholds, recipients and monitoring configuration.
Working together
Clear scope. Agreed actions.
Responsibilities are documented in the service specification, alongside assets, tools, permissions and escalation paths.
- Event diagnosis and actions in the environment remain the client’s responsibility. The plan does not include NOC outage handling or SOC security incident analysis.
- Application telemetry covers data already exposed by the application or available through supported standard integrations. Code changes and extensive instrumentation require an extension.
- Basic checks test the response of specified services. Multi-step business scenarios, such as logging in and completing a transaction, are agreed as Synthetic Monitoring.
- The number of sources, data volume, retention period and notification channels are defined in the service specification.
We define the SLA for starting work separately from incident containment and service restoration time. 24/7 operation does not guarantee availability of customer systems.
Service onboarding
Before we begin handling events.
We agree the scope
We inventory assets, data sources, service owners, contacts and expected outcomes.
We connect and configure
We activate standard integrations, access, alerts and procedures appropriate to the selected plan.
We verify readiness
We test telemetry, escalation and approved actions, and agree acceptance criteria and the start of operations.
Standard implementation is part of onboarding and may carry a separate setup fee. Dedicated connectors or application code changes are agreed as separate work.
Choose a plan
Frequently asked questions
Will an engineer respond to an alert overnight?
This plan provides automated alerting around the clock. Human alert analysis and response in the client’s environment are not included. NOC provides 24/7 outage handling, while SOC handles security incidents.
Does monitoring cover our own applications?
Yes, within the data exposed by the application or supported standard integrations. If a dedicated connector, code change or new request tracing is needed, we define a separate integration or Advanced Observability scope.
What happens when a system stops sending data?
Missing telemetry is detected as a monitoring issue. We maintain the platform components under our administration; matters requiring action in the client’s environment are referred to the agreed contacts.
Related expertise
Connect activities that complement each other.
The next step
Let us define a scope that makes sense for your organisation.
Let us discuss your environment, priorities and team responsibilities. We will use this to define the work, required access and service conditions.