Windows Security Service Level Agreement (SLA)

Customer Information

10/1/03

 

The Lab’s MAC/PC Support Group in ITSD is now offering employees a specialized service to ensure that cybersecurity protection is kept up to date on Windows NT, 2000 and XP systems. Called an SLA, or Service Level Agreement, the service is designed to help individual users of Windows systems keep their computer safe against a growing number of malicious and destructive computer worms and viruses.  

 

Pre-SLA requirements

 

Before signing up for the service:

 

1.      The customer’s machine will be brought up to current service pack and patch levels and the latest version of Norton Antivirus Software will be installed and charged on a time and material basis (if required)

 

2.      A data backup strategy will be strongly recommended, if not already implemented.

 

What’s included?

 

The SLA includes:

 

1.      All critical Operating System patches required to secure the system will be researched, installed and verified.

 

2.      The Norton product will be “managed” by a central service that will push signature file updates on an as-needed basis (eliminating the need for the user to perform manual updates or once-a-week scheduled updates from the Symantec Web site).  Mac/PC Support Group (MPSG) staff will monitor all managed clients using a central console and proactively take action whenever a problem is observed.

 

3.      MPSG will fix any security problem identified by Computer Protection Program (CPP) scans or those caused by a virus or worm that attacks before the patch or antivirus software can protect the system. MPSG will also work with the CPP to ensure the system regains network access if it was blocked at any point during the security incident. (Note: full recovery from a catastrophic incident requires that data be backed up). All work will be documented with “Help Desk tickets” and the customer will be provided with the results of any work done on his or her behalf.

 

Cost

 

$25 per system per month

 

How to Sign up

 

·        Identify a Project ID that can be automatically charged each month

·        Call the Help Desk at x4357 or enter a Web help request at

http://help/

and follow the “Request Help” Link to  create a  help request

·        Ask that your system be put on a Windows Security SLA.