Managed Services & Monthly Subscriptions
If you have engaged Progressive Robot on a Managed Services Agreement (MSA) or a recurring subscription, this article explains how the ongoing relationship works, what is included each month, and how to make changes.
What's Included in a Managed Services Engagement
The exact scope varies by plan, but typically includes:
- Proactive monitoring — 24/7 monitoring of your systems, servers, or cloud infrastructure with automatic alerting
- Patch management — regular OS and software updates applied during agreed maintenance windows
- Helpdesk support — access to our support team for day-to-day IT issues during business hours (or extended hours on premium plans)
- Monthly reporting — a report covering incidents, patch status, performance metrics, and any recommendations
- Scheduled health checks — periodic reviews of your environment to flag risks before they become problems
Monthly Reporting
On or around the 5th of each month, you will receive your monthly service report by email. This is also available in this portal under your project or in the Support section. The report includes:
- Number of tickets raised and resolved
- SLA performance (% within target)
- Infrastructure health summary
- Patches applied and upcoming maintenance
- Recommendations and any flagged risks
Requesting Additional Work Outside Your Plan
Your MSA covers the agreed scope. If you need work outside that scope (e.g. a new server setup, a migration project, or custom development), we will quote this separately and it will be delivered under a separate contract or Statement of Work.
Adjusting Your Plan
To upgrade, downgrade, or modify your managed services plan, contact your Account Manager at [email protected]. Changes typically take effect at the start of the next billing month. Upgrades can be applied immediately if required.
Cancelling a Managed Services Contract
Most MSAs require 30 days' written notice to cancel. Please email your Account Manager or raise a ticket marked as a Cancellation Request. We will acknowledge within 2 business days and begin the offboarding process, which includes:
- Transferring monitoring tools and documentation
- Returning any access credentials
- Issuing a final invoice for the notice period