Standard
This includes everything from Monitoring and Base plus the additions below. (Monitoring and Base is detailed below)
Disaster Recovery Testing
- At a scheduled time, we built a recovery environment, then restore the server(s) from a point in time, ensured they all came up properly, then verified with the customer that the recovery environment is viable. We then document the process and steps required to ensure everyone knows what the expectations and parameters are in case of a real disaster.
10 point checkup
- Just like you bring your vehicle in for regular maintenance checkups, we will remote onto your computer for a 10-point checkup. We will ensure company standards are being met, applications are all operational and up to date, documentation standards are being met, and the computer is in good working order. Although we monitor the computer remotely, we often find that a remote session with the end user allows us to experience the computer like the end user and work through any issues directly with them.
Policy – Cybersecurity
- We will create and implement a cyber security policy, work with the primary customer contact to get it approved, then implement and publish it to the end users. If the customer already has a policy, will review, edit, approve, and publish it.
Policy – BYOD
- We will create and implement a BYOD policy, work with the primary customer contact to get it approved, then implement and publish it to the end users. If the customer already has a policy, will review, edit, approve, and publish it.
Policy – Network
- We will create and implement a Network policy, work with the primary customer contact to get it approved, then implement and publish it to the end users. If the customer already has a policy, will review, edit, approve, and publish it.
Policy – Data Access
- We will create and implement a Data Access policy, work with the primary customer contact to get it approved, then implement and publish it to the end users. If the customer already has a policy, will review, edit, approve, and publish it.
Spare Computer Setup
- If a company computer fails for some reason and needs to either be replaced or be sent out for warranty repair, we will set you up on either a spare computer from the customer’s office, or Core IT could provide a loaner computer while the computer is being repaired. The Core IT loaner computer is free of charge if the computer being repaired/replaced is either under a current warranty agreement or being replaced by a computer being purchased from Core IT. If these conditions do not apply, then we will provide a quote for the loaner laptop. The temp computer will be set up with the base customer applications and access to the data stored on the customer’s servers. Applications outside the approved applications and data not stored on the customer servers can be restored, but the time to do this will be billable outside this agreement.
CFP Box
- Core IT will supply and maintain a computer/VM that is installed into the customer’s environment (as needed) that can be used to test, troubleshoot, and work on customer issues without having to connect to an end-user computer
Monitoring and Alerting
- Core IT will configure monitoring, alerting, and reporting from these tools (CIPP and AdminDroid) to help enforce standards, monitor for configuration issues, and alert on events that fall outside of the configured parameters.
Base
This includes everything from Monitoring plus the additions below. (Monitoring is detailed below)
Server Updates
- This builds on the Base server updates, but instead of automating the install and reboot, we plan an outage window with the staff. Then one of our team remotely connects to each server to apply the updates, reboot the server, ensure all services start properly, and confirm that users can access the services hosted on that server.
Network Devices Updates
- At a scheduled time, we connect to the supported network devices to back up the configuration, then apply any updates and reboot the appliances.
Antivirus Agent Auditing and Resolution
- Regularly, we will audit all the devices that are in the environment to ensure all devices have AV installed, that the agent is using the latest engine, that it is updating properly, and remove any ghost entries.
Backup Agent Auditing and Resolution
- Regularly, we will audit the server backup configuration in the environment to ensure that the agent is using the latest engine, that all the policies are applied correctly, and clean up temporary information.
Standard Process Creation and Management
- Onboarding and Offboarding users involve many decision points and multiple tasks. The goal of these processes is to ensure that all the required information is captured so once the task is completed it is 100% complete and nothing is forgotten. The processes are customized per customer, and we work with your team to add/remove tasks (even things that are outside Core IT control) into the process.
Application Administrator Elevation
- Privileged Access Management (PAM) allows us to remove users from requiring local administrator rights to a computer while still allowing the application to perform as if it has local administrator rights. This allows approved company applications to update without requiring the end user to open a ticket with support. By removing local Admin rights and employing endpoint privilege management, you will immediately enhance all your cybersecurity efforts. Privileged Access Management (PAM) is one of the best ways to help stop malware and thwart attackers. Some estimates say that users with Standard privileges can help mitigate 94% or more of Microsoft vulnerabilities.
Monitoring
Automated Workstation Updates
- We first verify and approve Windows updates that are released. Once approved, we automate the application of the updates to Windows computers based on the customer’s preferred schedule.
Automated Server Updates
- We first verify and approve Windows updates that are released. Once approved, we automate the application of the updates to Windows computers based on the customer’s preferred schedule.
Automated Standard Application Updates
- We first verify and approve the standard applications (ex. Adobe Reader, Chrome, Zoom, Office, etc.) released updates. Once approved we automate the application of the updates to Windows computers based on the customer’s preferred schedule.
Domain Renewal
- Any domains that were captured during the onboarding process are documented and monitored in our systems. As the domains come up for renewal, we will quote you the renewal price for one or multiple years. Once you choose the option you would like, we will apply the renewal and continue monitoring the domain.
Email Filtering
- Only customers that use Office 365 for their email. We will ensure the base Office 365 mail filtering rules are in place and let the end users know how to manage and access the emails as they move through the system.
Spam/Phishing Filtering
- Only customers that use Office 365 for their email. Core IT will implement the based Office 365 Spam and Phishing rules and quarantine summaries that go to the end users.
Central Team Resource Portal
- Each customer will get set up with a Team Resource Portal that contains links to the companies IT resources, standards, documents, etc. We also publish company specific knowledge base articles for end users to reference.
Antivirus Monitoring and Escalation
- Antivirus systems are monitored for active alerts and active threats are actioned as we receive them, but for items that have been detected and mitigated there still me be some cleanup that is required. On a regular basis we review all devices being monitored and escalate any issues that need addressed.
Backup Monitoring and Escalation
- Daily we monitor the server backups to ensure they are running successfully. If the backup failed we investigate to understand the reason for the failure then implement the appropriate resolution. If the backup fails, more than 3 consecutive days in a row we will let the customer know about the issue as well as the next steps.
Site Documentation
- Good documentation is the corner of any managed environment. As we onboard each customer, we endeavor to gather all aspects of each customer’s environment including passwords, configuration information, diagrams, contacts, etc. This documentation is then recorded in a secure and shareable application that allows us to not only collaborate on this information but also share specific pieces as required.
Exec Summary Reports
- Each month, customers will receive Exec-style summary reports so customers can understand what is going on in their environment.
License Auditing and Reporting
- Regularly, we will complete a full audit of the licenses we sell each customer, then send this information to the customer for review and approval. Adjust and update licensing as required.
Operating System Cleanup
- Windows computers only
- Regularly scheduled tasks to clean up temp and operating system update files. We also run scripts to check the integrity of operating system files and repair them if required.
Antivirus Scans
- Regularly, we will schedule full scans of your computer. Although there is real-time scanning of your computer all the time, there is a possibility that malicious content is injected or was not detected, so a regular full scan of your computer is recommended.