Technical Assistance Services
for cloud and server hosting services
Everbex’s Technical Assistance Services provide professional support to help resolve IT challenges quickly and efficiently. Whether you’re dealing with hardware issues, software troubleshooting, or system configuration, our trained technicians are ready to assist — remotely or on-site.
SmartHand Service
Our SmartHand engineers are ready to assist you in rain or shine with any technical or network issues.
from
MYR 250 /Task /hr
The time allocated per Task is 60 minutes (1 hour). Extra hours will incur additional charges.
- The task performed is subject to the engineer’s availability.
- Co-location customers require to contact their hardware vendors for any hardware replacement.
- The task will be performed on a date and time as agreed by both customer and Everbex.
- Ticket submission is required for each task.
Managed Services
No hassle, no worries. Choose our managed plans and allow us to take care of your daily IT-related challenges.
IT Help Plans: Support for Every Business Need
- Free Plan – Foundational Support
Includes basic system monitoring and automated updates to keep your environment running smoothly.
- Essential Plan – Enhanced Assistance
Adds manual patching, basic troubleshooting, and prioritized response during business hours.
- Pro Plan – Advanced Business Support
Offers extended support hours, vendor escalation management, and enhanced security controls for growing businesses.
- Premium Plan – All-Inclusive Coverage
24/7 expert support with proactive monitoring, comprehensive patch management, and enterprise-level security protections.
Managed Service Plans
| Self-managed | Essential | Pro | Premium | |
| Free | Contact Us | Contact Us | Contact Us | |
| Windows Environment Operating System (Support Windows Server 2016, 2019 and 2022) | ||||
| Windows Update with Default Options |  | | | |
| Allowed to Select/Unselect Update(s) to be Installed | - | | | |
| Roll Back / Remove Windows Update upon Request | - | - | | |
| Troubleshooting with Application Vendor | Yes | - | 9am-10pm, Mon-Fri | 24×7, Mon-Sun |
| Manual Update according to Customer Specified Timing | - | - | 9am-10pm, Mon-Fri | 24×7, Mon-Sun |
| Liaise with Customer’s Application Vendor(s) on What to Patch and Not to Patch Job (upon request) | - | - | - | |
| Patching based on Vulnerable Scanning Report | - | - | - | |
Linux Environment Operating System | ||||
| Support Community / Enterprise Linux | - | | | |
| Troubleshooting with Application Vendor | - | - | 9am-10pm, Mon-Fri | 24×7, Mon-Sun |
| Manual Update according to Customer Specified Timing | - | - | 9am-10pm, Mon-Fri | 24×7, Mon-Sun |
| Liaise with Customer’s Application Vendor(s) on What to Patch and Not to Patch Job (upon request) | - | - | - | |
| Patching based on Vulnerable Scanning Report | - | - | - | |
Firewall, VPN and Secured Network | ||||
| Remote Logging (required separate VM / Server) | - | | | |
| Destination / Source IP Routing Setup | - | - | | |
| PUBLIC, DMZ, PRIVATE Zoning | - | - | | |
| Site to Site VPN Tunnel | - | - | | |
| VPN Tunnel with AWS / Azure / Google Cloud | - | - | | |
| NAT Policies | - | - | | |
| IPS Setup in Firewall (require additional license) | - | - | | |
| Content Filtering in Firewall (require additional license) | - | - | | |
Backup & Restoration | ||||
| Files Backup (requires Backup as a Service) | | | | |
| Files Restoration (requires Backup as a Service) | - | | | |
Server Monitoring | ||||
| Ping Monitoring | | | | |
| HTTP / HTTPS | - | | | |
| CPU, HDD, Memory Usage and Capacity | - | | | |
| Bandwidth Usage Monitoring | - | | | |
| Remote Logging (require separate VM / Server) | - | | | |
| File Sharing / Block Storage | ||||
| NFS Client / Server Setup | - | | | |
| iSCSI Target / Initiator Configuration | - | | | |
| Windows SMB File Sharing | - | | | |
| Security | ||||
O/S Basic Security Hardening and Measurement | - | | | |
Vulnerability Assessment | - | - | | |
| Support | ||||
Methods to Submit Helpdesk for Troubleshooting | - Email - Online Chat 8x5 | - Email - Online Chat - Instant Message (WhatsApp & Telegram) | - Email - Online Chat - Instant Message -Private Group Message (WhatsApp & Telegram) 24x7 | - Email - Online Chat - Instant Message -Private Group Message (WhatsApp & Telegram) |
| Phone Support | 9am - 5pm (Mon - Fri) | 9am - 5pm (Mon - Fri) | 9am - 5pm (Mon - Fri) | 9am - 5pm (Mon - Fri) |
| Online Ticket Support | 24 Hours x 7 Days | 24 Hours x 7 Days | 24 Hours x 7 Days | 24 Hours x 7 Days |
| Report | - | Monthly | Bi-weekly | Weekly |
| Report Tier |
| Type of Devices Supported across all plans | Windows/Linux Server, Firewall (Fortigate and Sangfor), Switch (Manageable) |
| Profession Services for Managed Service On-Boarding | - Monitoring Probe/Agent Installation & Setup - Monitoring Probe/Agent agent installation (Servers) - Configuration & fine-tuning - User Acceptance Test |
| Report Coverage | Tier 3 Report | Tier 2 Report | Tier 1 Report |
| Inclusive Tier 3 reports Add on:
| Inclusive Tier 2 reports Add on:
|
Service Disclaimers
- Self-managed support for installation, patching, and version updating to third party applications is not provided.
- OS installation, custom component installation and server tuning are performed only one time during initial setup.
- Backup offers daily backup from 14 days to 30 days retention, depends on subscription plan you choose. Restoration of an effective backup depends on available up to date copies of the data being held on the backup server
