What service areas are covered in a complete Managed Services agreement and what is excluded? We have established four levels of increasingly supportive managed services

Please take note that there is a difference between a MANAGED SERVICES agreement and a MANAGED SUPPORT agreement. Essentially managed services are maintenance, monitoring, remediation, training, and management items:

1. Backup & Recovery
2. Remote Access and Monitoring
3. End-Point Protection (EPP)
4. Training, Desktop/Laptop, Server, Printer, Network, Domain Name,
   Mobile Phone and Tablet, and Office365 functions:

The Backup and Recovery functions:

Clients are provided with backup and recovery of any data on any computer or server that is specified in our agreement: These may be Windows, Linux, or MacOS-based machines.

1. We will configure backups the way you want. Our recommendation is to use the 3-2-1 principle of backups: 1 live copy, 1 copy in local storage, and 1 or more copies stored securely offsite in the cloud. We use Amazon Web Services and other storage providers.
2. We provide image-based or file-level backup and recovery
3. We track the status of backup software on your managed machines
4. We monitor the full backup history of any device
5. We respond to alerts for any measurable system problems, and
6. We use Two-Factor Authentication (2FA) for security in accessing your private data and operate with confidentiality agreements regarding your data.
7. The amount of available storage is unlimited, but the storage fee is measured per Terabyte. The rate per Terabyte of storage is specified in each client’s contract and varies according to the features needed for your protection.

The Monitoring functions:

Flagstaff Tech Net’s (FTN) clients are provided with comprehensive monitoring of the status of any machine covered by our agreement:

We receive real-time performance metrics on every machine contracted:

1. The status of installed application software and any changes made. *
2. The status of installed hardware and any changes made.
3. The status of any operating system patches (Windows only)
4. The status of every storage device, both internal and external
5. The status of installed printers and scanners, plus additions or deletions made
6. The status of the operating system registry database and any changes made
7. The status of SNMP Devices
8. Antivirus Issues*
9. The use of any PowerShell scripts, and changes to PowerShell libraries
10. The status of Hyper-V (virtual machines)
11. CPU Usage > 90% for 5 minutes
12. Memory Usage > 90% for 5 minutes
13. Used Disk Space > 90%
14. Windows Update Not Found or Not Running*
15. Incorrect System Time
16. CPU Temperature > 90°C (176°F) for 5 minutes
17. S.M.A.R.T storage drive issues
18. Connection Loss
19. SNMP Devices

Alerts marked by * are available only for computers running Windows. FTN sees a dashboard summary of monitored computers. Our clients, if they desire, can receive email, or push notifications about events and failures on computers. Depending on the severity of a reported event, the following states of computers with the installed RMM Agent instances are available:

• Healthy. This state displays that the computer is online and no monitored problems or warnings are found
• Warning. This state displays the detection of warnings related to one or more of the selected alert types
• Problem. This state means that a problem or failure related to one or more of the selected alert types is found
• Offline. This state means that a computer is not available for Remote Management. The computer can be turned off or an RMM Agent version is not installed on it

These are the default threshold triggers to create and then report an event:

Flagstaff Tech Net’s (FTN) RMM function provides current information that is compared with the information received in the previous 10-minute period. Alerts are generated only if the new state changes to Problem status.

Alerts are not generated if:

• No previous states are in the machine database, so a comparison is impossible
• The current state has not changed compared to the previous one

End-Point Protection (EPP) functions:

Flagstaff Tech Net’s (FTN) client’s devices receive  ‘Deep Instinct’ software with advanced computer and server End-Point Protection (EPP). This is your father’s anti-virus software on steroids!

An endpoint protection platform (EPP) is a solution deployed on endpoint devices such as servers and desktops to prevent file-based malware attacks, detect malicious activity, and provide the investigation and remediation capabilities needed to respond to dynamic security incidents and alerts.

It uses the latest in anti-malware protection technology: Download a detailed review of the product with the link provided at the bottom of this page.

The Deep Instinct software solution provides real-time prevention and detection of malware, zero-day threats, and advanced persistent threat (APT) attacks for endpoints (Endpoint Security) and applications (Application Security) for the broadest range of file types. Using a pioneering deep learning cyber security framework, Deep Instinct takes a proactive, prevention-first approach, providing unprecedented accuracy and speed in real-time protection. With Deep Instinct, the organization’s entire assets are protected from any other threat (known and unknown). Deep Instinct predicts and prevents known, unknown, and zero-day threats in <20 milliseconds — 750x faster than the fastest ransomware can encrypt. With >99% zero-day accuracy and a <0.1% false positive rate, Deep Instinct offers comprehensive, multilayered protection capabilities against threats across hybrid environments. We are not the only ones who believes that!

We selected Deep Instinct for its unique pre-execution approach to quickly stop threats before they happen. It’s an effective solution in terms of the prevention of zero-day attacks. Their low false positive rates. It’s easy to use and less time-consuming for our IT organization, giving them time back to work on bigger projects.

 

~ Santhosh Samuel. PMP, Architect,
Information Systems Services at Palm Beach County

Flagstaff Tech Net has chosen and highly recommends Deep Instinct for the same reason.

Training, Desktop/Laptop, Server, Printer, Network, Domain Name,
Mobile Phone and Tablet, and Office 365 functions:

TRAINING

• End-User Office 365 Training Program
• Security Awareness training for users, company execs and board members, vendors, and customers.
• Real-time training on how to combat phishing and other social engineering attacks.

DESKTOP, LAPTOPS, AND SERVERS

• Setup New Profiles on Desktops and Laptops
• Add / Edit / Delete User Accounts
• Forgotten Password Resets
• Archive Old User Accounts (Backup Email and files)
• Setup & Maintain Security Groups
• Setup & Maintain Network Drives
• Restore Files from Backups (1)
• Troubleshoot Operating System Not Working
• Troubleshoot Microsoft Office Not Working
• Troubleshoot Anti-Virus Not Working
• Reboot Servers
• Troubleshoot Hardware Issues (3)
• Hard Drive Clean-up (Remove Temp & Unnecessary Files)
• Warranty Claim Processing (3)
• Microsoft Patch Management (Service Packs & Updates)
• Update Approved 3rd Party Applications (Adobe Flash, Adobe Reader, PDF Creator, Java, 7-Zip)
• Monitor all Critical Server and Computer Services and Fix
• Monitor Anti-Virus Running & Protection Enabled
• Monitor Anti-Virus Definitions Updating Correctly
• Monitor Anti-Malware Running & Protection Enabled
• Monitor Anti-Malware Definitions Updating Correctly
• Monitor Hard Disk Health + Space & Defrag if Necessary
• Monitor High CPU Usage
• Monitor Security and Event Logs
• Roll out our Best Practice Security Policies

PRINTERS

• Clear & Reset Printer Queues
• Troubleshoot Printer Issues
• Add / Edit / Delete Printer Mapping Group Policies
• Add / Edit / Delete Printer Drivers for Existing Printers
• Troubleshoot Printer Hardware Issues (3)
• Warranty Claim Processing (3)

NETWORK

• Troubleshoot Internet Service Provider Issues & Outages
• Troubleshoot Network Switch Issues
• Troubleshoot Wi-Fi Access Point Issues
• Update Wi-Fi SSID / Keys
• Troubleshoot Router Issues
• Troubleshoot Firewall Issues
• Firewall Security Audit and Adjustment
• Monitor Network Switches Operations & Availability
• Monitor Wi-Fi Access Points Operations & Availability
• Monitor Router Operations & Availability
• Monitor Firewall Operations & Availability
• Warranty Claim Processing (3)

DOMAIN NAME MANAGEMENT

• Add / Edit / Delete MX Records
• Add / Edit / Delete TXT Records
• Add / Edit / Delete PTR Records
• Add / Edit / Delete CNAME Records
• Add / Edit / Delete A Records

MOBILE PHONES & TABLETS

• Configure Outlook or Mail App (2)
• Configure Skype for Business App (2)
• Configure OneDrive for Business App (2)
• Configure Teams for Business App (2)

OFFICE 365

• Add / Edit / Delete User Accounts
• Add / Edit / Delete User and Security Groups
• Add / Edit / Delete Shared Mailboxes
• Add / Edit / Delete Distribution Groups
• Forgotten Password Resets/Recovery
• Archive Old User Accounts (Backup Email & OneDrive)
• Restore Files from Backups (1)
• Install & Connect OneDrive Desktop Client (2)
• Install & Connect Skype for Business Desktop Client (2)
• Install & Connect Teams Desktop or ZOOM Client (2)

(1) Only applies when using Flagstaff Tech Net’s managed backup service described above.

(2) This assumes that you already have the back-end systems and company-wide configurations all set up and configured for this product. If you don’t, then We will discuss with you the scope of any potential Project and provide you with a separate project proposal for your consideration.

(3) If the hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the Manufacturer’s warranty or their “care pack” or a maintenance agreement, then it is in Our sole discretion as to whether we will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.

Pricing for these four managed services is available after meeting with the staff of Flagstaff Tech Net. Schedule a free consultation to discuss your needs.