Client Feedback - Wootton - Agile Tech Support

Agile Net-Protect

Everything from the Agile Sys-Admin Plus SLA, plus:

Mobile Device Management:
- Android and iOS;
Virtual Private Network (VPN)
- Provides communication confidentiality, authentication and integrity;
- Share assets across multiple sites;
- Access internal resources from mobile devices;
Enterprise-grade security:
- Application white-listing;
- Employs all of the ASD Essential 8 Mitigation Strategies;
Managed off-site disaster-recovery backups;
- Hosted in a secure, Australian data centre;
- Utilises the Unitrends software package – recognised by Gartner as a “visionary in the Disaster Recovery field”;
24x7x365 access to the Pulseway Network Operations Centre for:
- Triage, troubleshooting & resolution of alerts;
- Technical help desk;
- Server administration;
Unified Communications:
- Manage all your voice, MMS, instant messaging (IM), fax, email, video-conferencing and collaboration tools from a single platform using a single vendor;
Desktop performance enhancement:
- Specialised endpoint agent;
- Enhances User Experience (UX) by monitoring and managing the human-computer interface;
Single Sign-On (SSO):
- Sign on to workstations only at the start of a new session;
- Automatic user authentication and authorisation for applications;
- One set of credentials to remember;
- Two-Factor Authentication (2FA);
Productivity
- Office 365 or G Suite administration;
- Office 365 or G Suite disaster recovery and migration;

Agile Sys-Admin Essentials

Everything from the Agile Help-Desk SLA, plus:

Initial site-audit:
- Detailed examination of on-site and off-site ICT infrastructure;
- End-user survey;
- Business requirements document;
Agile Portal:
- Cloud-hosted documentation for each workstation & server;
- Secure, 24×7 web access for both the technician and the client;
- Full transparency regarding the service history for each machine;
- Secure credential storage;
- Client-access to a persistent knowledge-base;
End-point security:
- Intrusion protection;
- Intrusion detection and response;
- Application software patch-management;
- Application software behaviour shield;
Managed off-site disaster-recovery backups;
- Hosted in a secure, US-based data centre;
- Verified and tested by Agile Tech Support;
Monthly executive reports;
Conforms to most Australian Signals Directorate (ASD) security guidelines;
- Employs 6 of the Essential 8 Mitigation Strategies;
- In-Transit and At-Rest data encryption;

Desktop machines must be powered on 24×7 to and have full Internet access to be eligible for this SLA. Sleep / Suspend / Hybernate options will be disabled.
Laptop / notebook / tablet / 2-in-1 machines are eligible but may not receive the same service level if not powered-on frequently;

Agile Sys-Admin Plus

Everything from the Agile Sys-Admin Essentials SLA, plus:

Perimeter Security:
- Network perimeter Firewall & Antivirus;
- 24/7 network monitoring of servers, printers, routers, VoIP phones, WiFi hotspots, on-site mobile devices etc;
- Application control;
- Intrusion Detection & Prevention System (IDPS);
- Web filtering & black-listing;
- Proactive DNS Protection;
- WiFi access management;
- Phishing protection;
- Spam-blocker / Ad-blocker;
- Quality of Service (QoS);
- Bandwidth control;
- Staff cyber-security education using the Webroot Security Awareness Training program;
- Persistent penetration-testing program;
Monthly, scheduled on-site ICT health-check:
- Hardware inspection;
- Air-dust clean;
- Disaster recovery verification tests;
- 30 minute face-to-face ICT consult;
Managed on-site disaster recovery backups:
- Includes on-site backup hardware and software;
- Allows for fast recovery jobs;

Agile Help-Desk

Basic workstation hardware and software performance, security and stability monitoring in real time;
Preventative maintenance notifications automatically generated and handled by Agile Tech Support;
Platform software patch-management;
Support ticketing system;
Remote desktop sessions;

Note that Agile Tech Support is a general purpose ICT service. We build and manage ICT infrastructure. We are not affiliated any particular vendor and therefore do not provide detailed support for any particular application software. e.g. If you are looking for support in using a specific feature within the MYOB application, then you need to talk to MYOB; However, if you would like to deploy, manage and share MYOB throughout a business, then we are happy to help.

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