Appendix C — Service Description / Service Includes

ITTaaS® - Core Services Bundle includes:

• 24x7x365 helpdesk with unlimited remote support for covered systems
• Network management and endpoint support
  (WAN up/down response, critical server/infrastructure alerts and response, firmware/software and Windows/third-party updates, hardware monitoring, SaaS platform connections, service reachability, best-practices configuration, remote-access support, vendor cooperation/escalation)
• Managed EDR, Anti-Virus, and DNS (Windows/macOS)
• Network-level DNS protection
• MDR and SIEM (endpoint agent; core firewalls/SaaS syslog to SIEM with 1-year log retention)
• Ransomware Detection and Isolation
• Privileged Access Management
• Email security (phishing/identity protection, behavioral analysis)
• Security awareness training and phishing simulations
• Dark web monitoring (report only)
• Semi-annual WAN port testing (open ports, CVE match/remediation)
• MS365 best-practices configuration, event monitoring, and remediation
• SaaS Backup – Daily Backup of MS365 and/or Google Workspace platform data
• Monthly Reporting

ITTaaS® - Server Management Bundle includes:

• Support for physical/virtual/hosted servers
• Up/Down and security alerting and response
• Security/software updates
• Backup monitoring and reporting (Backup platform itself is not included)
• MDR, EDR and AV license
• Maintenance windows/patching/reboots.

ITTaaS® - Email Only Support Bundle includes:

• Email security (phishing/identity protection, behavioral analysis)
• Email Platform monitoring and security
• User support for email platform connectivity (BYOD)
• SaaS Backup – Daily Backup of MS365 and/or Google Workspace platform data

ITTaaS® - Compliance Wrap Addon

• vCISO Compliance and GRC Services (As outlined in Appendix E)
• Email Encryption (Platform and method varies per customer)
• Quarterly Internal and External Penetration and Vulnerability Scanning