Client Feedback - Wootton - Agile Tech Support

Agile Sys-Admin Pro

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 backup solution:
- 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”;
- Complete Business Continuity package = no downtime ever;
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;
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;
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 asset management;
- Secure, 24×7 web access for both the technician and the client;
- Full transparency regarding the service history for each asset;
- Secure credential management;
- Client-access to a persistent knowledge-base;
End-point security:
- System and application software hardening;
- Application whitelisting;
- Intrusion protection;
- Intrusion detection and response;
- Application patch-management;
- Application behaviour shield;
Managed off-site disaster-recovery backups;
- Daily system images;
- Hosted in a secure, US-based data centre;
- Verified and tested by Agile Tech Support;
- Baseline imaging for all assets;
Monthly executive reports;
Support tickets handled MON – FRI, 9am – 5pm, excluding public holidays;
Conforms to the Australian Signals Directorate (ASD) security guidelines;
- Implements the Essential 8 Mitigation Strategies;
- Follows applicable guidelines defined by the ASD Security Guidelines Manual;
- 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;
The ‘Application Whitelisting’ feature requires Windows 10 Pro or above;

Agile Sys-Admin Plus

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

Network Monitoring:
- Network perimeter security device;
- 24/7 network monitoring of servers, printers, routers, VoIP phones, WiFi hotspots, on-site mobile devices etc;
- Web filtering & black-listing;
- Phishing protection;
- Spam-blocker / Ad-blocker;
- Quality of Service (QoS);
End-user Security:
- Staff cyber-security education using the Webroot Security Awareness Training program;
- Persistent penetration-testing program;
Monthly, scheduled on-site ICT health-check:
- Hardware inspection and inventory management;
- Air-dust clean;
- Disaster recovery verification tests;
- 30 minute face-to-face ICT consult;
- Ensure no single-point-of-failure exists;
Quarterly Business Audit;
Managed on-site backups:
- Includes on-site backup hardware and software;
- Allows for immediate “business continuity” in the event of an asset failure.

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 tickets handled MON – FRI, 9am – 5pm, excluding public holidays;
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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