Service Provider Activities Frequency Detailed Description. Backup Check Daily Automatic system monitor of backup success Test File Restore Weekly Automatic system test restore Test Server Stand-up (If backup technology supports) Bi-Weekly Automatic system test restore Remediate Failing Backups As Needed Review and failed backup jobs and remediate Restore Files / Data As Needed Restore files as requested by client BU – Job Running > 8 Hours Continuous The backups configuration may need adjusted BU - Backup Failed Continuous The backup failed and needs reviewed BU – Verify Backup Job Failed Continuous The backup couldn’t be verified as successful and needs tested BU – Backup Failed to Configure Job Continuous The backup process did not begin properly ShadowProtect Weekly Report Weekly Shadow Protect report on previous week’s backups Health Report Monthly Provides a count of failed / successful backup jobs Evaluate current backup job(s) and requirements Once per Client Work with Client to assess current backups and current needs Configure, Deploy, and Test Backup Technology Technology Dependent StorageCraft Shadowprotect Latest two major releases Adequate, current, and actively licensed backup software Storage space sufficient for the successful completion of backup jobs Storage space sufficient for adequate retention period Adequate and reasonably fast access to any/all remote, tape, or other physical backup data (Service levels are contingent upon this) Data and storage charges and fees The cost of any necessary software licenses The cost of temporary, permanent, and archival storage Data is not and cannot be guaranteed (However, this service is a method to help protect data) Backup jobs successful 95% of the time File Restore within general service levels listed in Coverage Summary (Technology and environment dependent) Virtual Server Standups within X time* (Technology and environment dependent) Challenges with the technology that require the involvement of the backup technologies’ vendor/manufacturer Recovery of any/all files or data not included within original scoping requirements *Dependent on the Technology being utilized and may not be available
Service Provider Activities Frequency Detailed Description. Act as the single point of contact for Client Requests and interact with vendors to address IT problems and problems with applications on the Client’s behalf. As Needed N/A N/A Vendor Assessment and Documentation Once Per Vendor Establish official relationship with each vendor Once Per Vendor Only applicable when necessary N/A Service and support contracts or agreements must be in place between the Vendor and the Client. Any and all service or support fees with the managed vendors.
Service Provider Activities Frequency Detailed Description. Install or deploy approved software As Needed Software installation and verification Perform minor updates to approved software As Needed Software remediation and updates Uninstall unapproved software As Needed Software removal Logging, tracking, and assessment of licenses Continuous RMM Software monitor SW - BlackListed Install Continuous RMM Monitor SW - Expired ProductKeys Continuous RMM Monitor SW - Over Licenses Continuous RMM Monitor
Service Provider Activities Frequency Detailed Description. Network device configuration adjustment As Needed Client requested modification to current configuration Troubleshoot network issues As Needed Address network issues generated from system alerts VPN and security adjustments As Needed Client requested modification to current configuration Assessment and Device Reboot Quarterly Address network issues generated from system alerts Minor Cabling Adjustments As Needed Client requested modification to current configuration TCP- Suspicious Ports Continuous RMM Monitor EV - TCPMax Connections Reached Continuous RMM Monitor LT - Offline Locations* <Critical> Continuous RMM Monitor n/a Network Configuration Assessment & Documentation Once Per Site Network Configuration Standards Implementation Once Per Site Cabling Clean Up and Documentation Once Per Site Cisco (Your Business Here) Gateway All network equipment is warranted and supported by their respective manufacturers/vendors. The internet connection and network environment cabling and wireless signal is adequate. Project work or other recommendations may be offered. The cost to do setup and configure anything new. (New VPN setup, network jack punch, etc.) The cost of any hardware, software, or licenses necessary. Network Uptime 99% or greater In the event of a denial of service attach, service levels and performance benchmarks will not apply. *Dependent on the Technology being utilized and may not be available
Service Provider Activities Frequency Detailed Description. Level 1 End User Desktop & Mobile Device Support Continuous IT issue assessment, diagnostics, and remote remediation via chat, phone, and email or silently without end-user interruption. Minor situational end-user IT education As Needed Provide as needed IT services on per-request basis As Needed Includes any services defined within this agreement. N/A Ticket Summary Repor As Occurs Service order work is available 24x7 via customer portal
Service Provider Activities Frequency Detailed Description. Monitor and enforce agreed upon IT Policies As Needed Assess and review current IT policies Quarterly Monitors & Service Monitoring* Frequency Detailed Description n/a at this time n/a at this time Work with Client to learn about business, challenges and compliance requirements Once Per Client Work with Client to assess and define IT policies Once Per Client Project Plans and quote submitted to Client for the configuration of the IT environment to support agreed upon and defined IT Policies As Needed Configure systems to the agreed upon IT policies Once Per Client Submit the IT Policies for legal review As Needed Xxxxx drafted IT Policies with Client’s Team Once Per Version Publish the defined IT Policies in a secure and mutually accessible digital site Once Per Version Assess and tune IT policies to ensure desired results Weekly for 30 Days Microsoft Windows Domain or Workgroup Last two major releases IT Environment configuration must help support any defined IT Policies.
Service Provider Activities Frequency Detailed Description. IT support provided at levels 1,2, and 3 Continuous IT issue assessment, diagnostics, and remote remediation via chat, phone, and email or silently without end-user interruption. Minor situational end-user IT education As Needed Provide as needed IT services on per-request basis As Needed Includes any services defined within this agreement. N/A *Packaged with monthly invoice* Service Onboarding Activities Frequency Detailed Description Service Provider’s helpdesk learns about Client Once Per Engineer The best approach depends on the Client’s IT environment, size, business model, and culture. Will work together and decide best approach. Client’s end-users learn how to work with Service Provider Once Per Client This is often most successful by printing the processes and sharing them digitally. Windows 8.1, 10 and greater Microsoft Windows Server 2012 R2 and greater Common Windows Software Applications Products and applications for Adobe, Intuit, Synchro and Google Microsoft Office Suite Latest two releases N/A Services will only be provided on covered IT assets, users, client sites, and will not exceed the scope of the services defined within this agreement. The cost of any hardware, software, or licenses necessary to the successful resolution of Client requests are not included. Given this becomes necessary, the Service Provider will draft a quote and seek appropriate approvals. General service levels apply Priority 1 issues must be reported via telephone by the on-site technical contact or site’s primary contact. Service levels on priority 1 issues reported any other way are exempt from defined service levels and will be best effort. *Dependent on the Technology being utilized and may not be available Assisted Configuration Adjustment As Needed New User Provisioning Support w/ Vendor As Needed Minor situational end-user IT education As Needed Issue Reporting to Vendor As Needed N/A N/A Document New User Provisioning Process and Share Once Per Service Provision Cloud Service or Take Over Management Once Per Service Microsoft Office 365 and Teams n/a Google Business Apps n/a Drop Box for Business Business Version Salesforce Cisco Webex An adequate license and subscription is required The cost to integrate multiple cloud services Any licensing or subscription fees associated to the cloud service General Helpdesk service levels apply for issues and new user requests Cloud Services are managed, supported, and serviced by the vendor and in turn, delays caused by...
Service Provider Activities Frequency Detailed Description. Remediate Monitor Alerts As Needed System alerts generated by RMM Remediate Malware/Virus Infection As Needed Address AV issues identified by RMM Adjust Antivirus Configuration As Needed Modify AV exceptions and settings AV - Disabled Continuous RMM Review of AV status AV - Out of Date Continuous RMM Review of AV status AV - Software Missing Continuous RMM Review of AV status REG - Windows Appinit DLL Defined Continuous RMM Review of AV status Antivirus_Policy Quarterly Report of AV settings Antivirus_Threats Monthly Report of AV threats and interference Setup and Configure Antivirus Server Once per Client Deploy Antivirus to Workstations Once per workstation Deploy Antivirus to Servers Once per server Webroot antivirus Latest Antivirus is licensed, warranted and supported by vendor. Antivirus software/license purchases Malware remediation due to injection or negligent Client end-user activity. Antivirus Definition up to date within 1 day of available definitions. Antivirus Software Installed and Running on at least 95% Malware is unpredictable and in turn, so is remediation. Therefore remediation attempts do not fall under general resolution service levels. Mass infections of a Client environment due to the unpredictable nature of malware, service levels cannot be guaranteed. *Dependent on the Technology being utilized and may not be available
Service Provider Activities Frequency Detailed Description. Off-site data transfer check Daily Report of backup success Off-site data transfer issue remediation As Needed Intervention when alerted to backup system issue Excessive data transfer review As Needed Intervention when alerted to backup system issue DR Offsite Transfer Excessive* <Critical> Continuous There is much more data queued to transfer than usual DR Offsite Transfer Nearing Cap* Continuous Warning that transfer cap is nearing cap and charges possible DR Offsite Transfer Failure* Continuous Warning that the offsite transfer is not functioning DR Offsite Transfer Status* Evaluate current backup job(s) and requirements Once per Client Work with Client to assess current DR plan and needs Configure, Deploy, and Test DR Technology Technology Dependent Efolder backup for file Latest two major releases Efolder Replibit Adequate storage, internet bandwidth, and software licenses Data transfer and storage charges and fees Offsite data transfer within X hours of current data. (Technology and environment dependent) *Dependent on the Technology being utilized and may not be available Group 4 – Identity Management Coverage (A3.4)
Service Provider Activities Frequency Detailed Description. Domain User Permission Management Continuous Monitor AD user permissions Domain User Password Resets and Account Unlocks As Needed Approved user requested access Domain User Setup As Needed Approved user requested access Domain Group and Folder Permission Management As Needed Approved user requested access Offline Servers Monitor Continuous Monitoring for offline Domain Controllers EV – Blacklisted Events (4720, 4238) Continuous Locked User Accounts 30 Day AD Changes Monthly Report as requested by client of AD changes Login Status Report Quarterly Report as requested by client of system logins Active Directory Review and Cleanup Once Per Client Setup of Administrative and Support User Accounts Once Per Client Microsoft Windows Domain Latest three major releases Active Directory has been cleaned up and standardized to the Service Provider’s specifications. User must be physically or wirelessly connected to the Domain network and maintain an adequate internet connection Microsoft Server and Active Directory Licensing The costs to manage, implement, and/or procure a single sign on solution Active Directory Uptime to equal or exceed 98% by means of server uptime and routine backups Non-standard and/or complex multi-site or multi-domain environments *Dependent on the Technology being utilized and may not be available Group 5 – Patch Management Coverage (A3.5)
