Services Guide

SERVICES

GENERAL DESCRIPTION

Remote Monitoring and Management

Software agents installed in Covered Equipment (defined below) report status and IT-related events on a 24x7 basis; alerts are generated and responded to in accordance with the Service Levels described below. 

·     Includes capacity monitoring, alerting us to severely decreased or low disk capacity (covers standard fixed HDD partitions, not external devices such as USB or mapped drives)

·     Includes routine operating system inspection and cleansing to help ensure that disk space is increased before space-related issues occur.

·     Review and installation of updates and patches for supported software.

In addition to the above, our remote monitoring and management service will be provided as follows:

Remote Helpdesk

Remote support provided during normal business hours for managed devices and covered software

·     Tiered-level support provides a smooth escalation process and helps to ensure effective solutions.

Remote Infrastructure Maintenance & Support

·     Configuration, monitoring, and preventative maintenance services provided for the managed IT infrastructure

·     If remote efforts are unsuccessful then Harlin will dispatch a technician to the Client’s premises to resolve covered incidents (timing of onsite support is subject to technician availability and scheduling)

Backup Monitoring

·     Monitors backup status for certain backup applications then-installed in the managed environment, such as successful completion of backup, failure errors, and destination free space restrictions/limitations.

·     Helps ensure adequate access to Client’s data on the event of loss of data or disruption of certain existing backup applications.

·     Note: Backup monitoring is limited to monitoring activities only, and is not a backup and disaster recovery solution.

Backup and Disaster Recovery

·     24/7 monitoring of backup system, including offsite backup, offsite replication, and an onsite backup appliance (“Backup Appliance”)

·     Troubleshooting and remediation of failed backup disks

·     Preventive maintenance and management of imaging software

·     Firmware and software updates of backup appliance

·     Problem analysis by the network operations team

·     Monitoring of backup successes and failures

·     Daily recovery verification

Backup Data Security:  All backed up data is encrypted in transit and at rest in 256-bit AES encryption.  All facilities housing backed up data implement physical security controls and logs, including security cameras, and have multiple internet connections with failover capabilities.

Backup Retention:  Backed up data will be retained [insert retention policy here]

Backup Alerts: Managed servers will be configured to inform of any backup failures.

Recovery of Data: If you need to recover any of your backed up data, then the following procedures will apply:

·       Service Hours: Backed up data can be requested during our normal business hours, which are currently Monday to Friday, 8 am to 5 pm Pacific Time.

·       Request Method.  Requests to restore backed up data should be made through one of the following methods:

o Email: support@harlinits.com

o Web portal: www.harlinits.com

o Telephone: 360-355-3500 , Option 1

·       Restoration Time: We will endeavor to restore backed up data as quickly as possible following our receipt of a request to do so; however, in all cases data restoration services are subject to technician availability.  Generally, we can restore between 0 and 100MB of data within 4 hours of your request, and 100 MB to 500 MB within 8 hours of your request.  Data restoration exceeding 500 MB will be handled in accordance with technician availability.

Updates & Patching

·     Remotely deploy updates (e.g., x.1 to x.2), as well as bug fixes, minor enhancements, and security updates as deemed necessary on all managed hardware.

·     Perform minor hardware and software installations and upgrades of managed hardware.

·     Perform minor installations (i.e., tasks that can be performed remotely and typically take less than thirty (30) minutes to complete).

·     Deploy, manage, and monitor the installation of approved service packs, security updates and firmware updates as deemed necessary on all applicable managed hardware.

Block of Hours / Allocated Consulting Hours

If you purchase one or more blocks of technical support or consulting hours from Harlin, then we will provide our professional information technology consulting services to you from time to time on an ongoing, “on demand” basis (“Services”).

The specific scope, timing, term, and pricing of the Services (collectively, “Specifications”) will be determined between you us at the time that you request the Services from us.

You and we may finalize the Specifications (i) by exchanging emails confirming the relevant terms, or (ii) by you agreeing to an invoice, purchase order, or similar document we send to you that describes the Specifications (an “Invoice”), or in some cases, (iii) by us performing the Services or delivering the applicable deliverables in conformity with the Specifications. 

If we provide you with an email or an Invoice that contains details or terms for the Services that are different than the terms of than the Quote, then the terms of the email or Invoice (as applicable) will control for those Services only.

A Service will be deemed completed upon our final delivery of the applicable portions of Specifications unless a different completion milestone is expressly agreed upon in the Specifications (“Service Completion”).  (For example, sales of hardware will be deemed completed when the hardware is delivered to you; licensing will be completed when the licenses are provided to you, etc.) Any defects or deviations from the Specifications must be pointed out to us, in writing, within ten (10) days after the date of Service Completion.  After that time, any issues or remedial activities related to the Services will be billed to you at our then-current hourly rates.

Unless we agree otherwise in writing, Services will be provided only during our normal business hours, which are currently 8 – 5 PM Pacific Time.  Services provided outside of our normal business hours are subject to increased fees and technician availability and require your and our mutual consent to implement.

The priority given to implementing the Services will be determined our reasonable discretion, considering any milestones or deadlines expressly agreed upon in an invoice or email from Harlin.  If no specific milestone or deadline is agreed upon, then the Services will be performed in accordance with your needs, the specific requirements of the job(s), and technician availability.

Firewall Solution

(firewall appliance provided by Harlin)

·     Provide firewall configured for your organization’s specific bandwidth, remote access, and user needs.

·     Helps to prevent hackers from accessing internal network(s) from outside the network(s), while providing secure and encrypted remote network access; provides antivirus scanning for all traffic entering and leaving the managed network; provides website content filtering functionality.

·     Firewall appliance must be returned to Harlin upon the termination of Services.

Firewall Solution

(firewall appliance provided / purchased by Client)

·     Monitors, updates (software/firmware), and supports Client-supplied firewall appliance.

·     Helps to prevent hackers from accessing internal network(s) from outside the network(s), while providing secure and encrypted remote network access; provides antivirus scanning for all traffic entering and leaving the managed network; provides website content filtering functionality.

Email Threat Protection

·     Managed email protection from phishing, business email compromise (BEC), SPAM, and email-based malware.

·     Friendly Name filters to protect against social engineering impersonation attacks on managed devices.

·     Protection against social engineering attacks like whaling, CEO fraud, business email compromise or W-2 fraud.

·     Protects against newly registered and newly observed domains to catch the first email from a newly registered domain.

·     Protects against display name spoofing.

·     Protects against “looks like” and “sounds like” versions of domain names.

End User Security Awareness Training

·     Online, on-demand training videos (multi-lingual).

·     Online, on-demand quizzes to verify employee retention of training content.

·     Baseline testing to assess the phish-prone percentage of users; simulated phishing email campaigns designed to educate employees about security threats.

Hardware as a Service (HaaS)

·     Provision and deployment of designated hardware (see the Quote or other applicable schedule for complete hardware list – “HaaS Equipment”)

·     Installation of HaaS Equipment.

·     Repair/replacement of HaaS Equipment (see below for additional details).

·     Technical support for HaaS Equipment.

·     Periodic replacement of HaaS Equipment (see below for additional details).

Two Factor Authentication

·     Advanced two factor authentication with advanced admin features.

·     Secures on-premises and cloud-based applications.

·     Permits custom access policies based on role, device, location.

·     Identifies and verifies device health to detect “risky” devices

Password Manager

·     Password Vault: Securely store and organize passwords in a secure digital location accessed through your browser or an app.

·     Password Generation: Generate secure passwords with editable options to meet specific criteria.

·     Financial Information Vault: Securely store and organize financial information such as bank accounts and credit card information in a secure digital location accessed through your browser or an app.

·     Contact Information Vault: Store private addresses and personal contact information within your vault accessed through your browser or an app.

·     Single Sign-On: Single sign-on grants authorized employees or users access to applications with a single set of login credentials, based on a user’s identity and permission levels. Single sign-on relies on SAML (Security Assertion Markup Language), a secure, behind-the-scenes protocol, to authenticate users to cloud, mobile, legacy, and on-premise apps.

·     Browser App: Browser extension permits easy access to all of your information including the vaults, financial information, contact information, and single sign-on through the app.

·     Smart-Phone App:  Mobile phone app enables access to your vault and stored information on your mobile device.

Labor for New / Replacement Workstations

Includes all labor charges for setup of new workstations, or replacement of existing workstations.

·       Labor covers:

o  New computers / additional computers added during the term of the Quote;

o  Replacement of existing computers that are four (4) or more years old (as determined by the manufacturer’s serial number records);

o  Replacement of existing computers that lost/stolen or irreparably damaged and/or out of warranty but not yet four years old;

o  Operating systems upgrades – subject to hardware compatibility.

The following restrictions apply:

·       Upgrades or installs of new or replacement computers are limited to four (4) devices per month unless otherwise approved in advance by Harlin;

·       This service is not available for used or remanufactured computers; and,

·       New/replacement computers must be business-grade machines (not home) from a major manufacturer like Dell, HPE, or Lenovo.

Wi-Fi Services

·       Harlin will install at the Client’s premises Wireless Access Points to provide a bandwidth of at least 10Mbps (download) in all areas requiring wireless network coverage, as agreed upon by Harlin and Client.

·       Harlin will maintain, supervise, and manage the wireless system, including hardware and software at no additional cost.

·       Installed equipment will be compatible with the then-current industry standards and renew the hardware at no charge to Client every five years at the latest.

·       Harlin will provide remote support services during normal business hours to assist with device connectivity issues. (Support services will be provided on a “best efforts” basis only, and Client understands that some end-user devices may not connect to the wireless network, or they may connect but not perform well).

NIST Risk Assessment

·       Perform a cybersecurity assessment under NIST CSF using the NIST Risk Management Framework & NIST 800-53.

·       Identifies how Client currently assesses, mitigates, and tracks its cybersecurity requirements.

·       Identifies authorized and unauthorized devices in the managed network.

·       Identifies gaps or deficiencies in the Client’s operations that would prevent compliance under NIST CSF.

The assessment will cover the following five core areas of the NIST framework:

The results of the assessment will be provided in a report that will identify detected risks and your organization’s current maturity levels (i.e., indicators that represent the level of capabilities within your organization’s security program), and will propose actionable activities to help increase relevant maturity levels and augment your organization’s security posture.

Please Note: This service is limited to an assessment/audit only. Remediation of issues discovered during the assessment, as well as additional solutions required to bring your managed environment into compliance, are not part of this service.  After the audit is complete, we will discuss the results with you to determine what steps, if any, are needed to bring your organization into full compliance.

Vendor Management Service

We will facilitate technical support-type inquiries between Client and any third party vendor that provides mission-critical software or hardware to Client and which is installed in the managed IT environment.  The following conditions apply to this service:

·       The applicable devices / software must be covered under a then-current support or warranty agreement with the applicable vendor.

·       Harlin does not warrant or

Virtual Chief Information Officer (vCIO)

Act as the main point of contact for certain business-related IT issues and concerns.

·       Assist in creation of information/data-related plans and budgets.

·       Provide strategic guidance and consultation across different technologies.

·       Create company-specific best standards and practices.

·       Provide education and recommendations for business technologies.

·       Participate in scheduled meetings to maintain goals.

·       Maintain technology documentation.

·       Assess and make recommendations for improving technology usage and services.

Voice Over IP (VoIP) Services

·       Scalable VoIP-based telephone service with call transferring, voicemail, caller ID, call hold, conference calling, and call waiting functionalities.

·       Central control panel provides access to VoIP-related configurations, including physical address registration, call routing, updating greetings,  and ability to turn on/off service features.

·       Ability to use mobile app dialing

Important: There are additional terms related to the VoIP service, including your use of E911 features, toward the end of this Services Guide.  Please read them carefully.  You may be required to sign an additional consent form indicating your understanding and acceptance of the limitations of 911 dialing using the VoIP services.