Managed Services Glossary

Account Support

Dedicated CSM Team w / Consultation and Guidance	Your Dedicated Customer Success Team meets monthly for check-ins and is available for strategy & planning, budgeting, service review, policy review, and operational technology & cybersecurity guidance.
Rapid Response Customer Service Available Monday - Friday 8:00am - 5:00pm ET	On-demand customer service to help with any issues, questions, or orders for your account.
Client Concierge Service	We do our very best to ensure your happiness - however, if for some reason you're ever unsatisfied with our service, we offer additional resources for escalations and feedback. Your happiness is our priority.
Monthly / Quarterly Reporting	Your Customer Success Team will provide monthly reports regarding the status of your network, security, backups, warranties, and inventory.
Hardware and Software Procurement	We offer direct hardware and software purchasing options. If you purchase through us, we take care of the paperwork, shipping, and logistics of the purchase.
Vendor Management Service	Our team is able to provide coordination and assistance with IT-adjacent vendors (ISP, phone carriers, copier vendors, etc.) to help make your life easier. Contact our Rapid Response team to request this assistance.
End User Onboarding and Offboarding Support	This service includes Workstation Setup and Upgrades (up to 5 per week), Account Setups for new hires and offboarding support (removal/transfer of system access when an employee leaves).
White Glove User Onboarding	Up to a 30 minutes 1-on-1 onboarding call with your new hires to ensure proper logins to all applications and systems. Must be scheduled in advance. Your Customer Success Team will review this process with you.

End User Support

Remote Service Desk Support	Unlimited Remote Service Desk Support is available for your staff Monday-Friday from 7:00am to 8:00pm ET.
Remote Senior Engineering Support	Unlimited Remote Senior Engineering Support is available for your staff Monday-Friday from 8:00am to 5:00pm ET.
Escalation 24x7 After Hours Emergency Remote Support	After Hours Emergency Remote Support is available for your staff 24x7x365. Please note there is a $497 fee for non-emergencies per incident after hours.
Onsite Support	Unlimited Onsite Engineering Support is available Monday-Friday from 8:00am to 5:00pm ET. Only after Remote Support Troubleshooting *Within the Travel Zones of RTT Offices - outside Travel Zones will need to be discussed/customized and may be billable at an additional cost.

Proactive Network & Endpoint Monitoring/Maintenance

Remote Monitoring & Management of Servers and Network Infrastructure	Secure remote access to servers and network infrastructure for troubleshooting, maintenance, and management. Ability to perform remote diagnostics, deploy patches, and resolve issues without physical presence. Real-time monitoring for downtime, as well as potential issues such as hardware failures, high resource usage, and network outages. Proactive resolution and notifications to IT staff.
Remote Monitoring & Management of Workstations	Secure remote access to workstations for troubleshooting, maintenance, and management. Ability to perform remote diagnostics, deploy patches, and resolve issues without physical presence. Real-time monitoring of hardware components (e.g., hard drives, RAM) and software (e.g., operating system, installed applications). Proactive resolution and notifications to IT staff.
Patch Management	Regularly applying security patches and updates to keep systems secure. Includes Windows & Mac OS.
Network Device Management (Includes Access Points, Switches, Routers, Wireless Controllers, UPS)	Firmware and Software Updates: Scheduled updating of firmware and software to protect against vulnerabilities and improve performance. Generally performed quarterly. Device Configuration: Maintaining device settings, including IP addresses, routing protocols, and access controls.
Network Device Replacement / Upgrade Projects (includes Access Points, Switches, Routers, Wireless Controllers, UPS)	For when you need to replace your Network device(s), if you purchase the new device(s) from RoundTable Technology, you receive a FREE project for installation and configuration.
Firewall Device Management	Firmware and Software Updates: Regularly updating firmware and software to protect against vulnerabilities and improve performance. Rule Management: Maintaining and reviewing firewall rules that define which traffic is allowed or denied.
Firewall Replacement / Upgrade Projects	For when you need to replace your Firewall(s), if you purchase the new firewall(s) from RoundTable Technology, you receive a FREE project for installation and configuration.

Security & Backup

Endpoint Security (Anti Virus) with Machine Learning and Threat Detection	Our endpoint security solution incorporates antivirus with machine learning and threat detection, leverages advanced algorithms to identify and block both known and unknown threats by analyzing patterns and behaviors indicative of malware. This proactive approach allows for real-time detection and response, significantly enhancing protection against sophisticated cyber attacks. Additionally, this solution continuously learns and adapts from new data, improving its accuracy and effectiveness over time in safeguarding endpoints. Alerts are sent to RoundTable first, enabling proactive resolution and notification.
Advanced Cybersecurity: Endpoint Detection and Response (EDR)	Endpoint Detection and Response (EDR) enhances security by providing continuous monitoring and real-time threat detection across all endpoints, enabling rapid identification and response to cyber threats. It offers deep visibility into endpoint activities, helping to quickly isolate and remediate incidents, thus minimizing damage and downtime. Alerts are sent to RoundTable first, enabling proactive resolution and notification.
Advanced Cybersecurity: Managed Detection and Response (MDR) 24x7 Security Operations Center (SOC)	Managed Detection and Response (MDR) with its 24x7 Security Operations Center (SOC) provides continuous monitoring, detection, and response to cyber threats, ensuring comprehensive protection around the clock. The dedicated SOC team of cybersecurity experts utilizes advanced tools and threat intelligence to swiftly identify, analyze, and mitigate security incidents. This service provides enhanced security capabilities, quick response times, and peace of mind knowing your IT environment is actively safeguarded by professionals, with automated self-remediation capabilities to address critical issues instantly an minimize potential damage. Alerts are sent to RoundTable first, enabling proactive resolution and notification.
Advanced Cybersecurity: SaaS Security Monitoring and Alerts for M365	Our SaaS Security Monitoring for M365 is a proactive security solution designed to detect and mitigate threats within Microsoft 365 environments. It continuously monitors for signs of compromise, such as malicious activity or unauthorized access, providing early detection and response capabilities. By identifying and remediating threats quickly, it helps organizations enhance their cybersecurity posture and protect sensitive data within their M365 environment. Alerts are sent to RoundTable first, enabling proactive resolution and notification.
Advanced Cybersecurity: SaaS Security Monitoring and Alerts for Google Workspace	Our SaaS Security Monitoring for Google Workspace is a proactive security solution designed to detect and mitigate threats within Google environments. It continuously monitors for signs of compromise, such as malicious activity or unauthorized access, providing early detection and response capabilities. By identifying and remediating threats quickly, it helps organizations enhance their cybersecurity posture and protect sensitive data within their Google environment. Alerts are sent to RoundTable first, enabling proactive resolution and notification.
Email Threat Protection	Our email threat protection is a comprehensive security solution designed to safeguard email communications from various cyber threats. It leverages advanced filtering technologies to block spam, phishing attacks, and malware before they reach the inbox.
SaaS Backup - M365	The SaaS Backup solution for Microsoft 365 provides automated, secure backup and recovery for critical M365 applications, including Exchange, OneDrive, SharePoint, and Teams. It ensures data integrity with daily backups, granular restore options, and long-term retention, protecting against data loss due to accidental deletion, ransomeware, or other disasters.
SaaS Backup - Google Workspace	The SaaS Backup solution for Google Workspace provides automated, secure backup and recovery for critical Google applications, including GDrive, GMail, and Google Meet. It ensures data integrity with daily backups, granular restore options, and long-term retention, protecting against data loss due to accidental deletion, ransomeware, or other disasters.
Documentation & Credential Management	RoundTable utilizes a SOC2 accredited documentation and password management solution designed for managed service providers (MSPs) and their customers. It allows RoundTable to securely store and (if needed) share important information such as passwords, network configuration, and standard operating procedures (SOPs) in a centralized platform. With features like version control, access control, and customizable templates, this solution streamlines documentation management and improves collaboration.
Security Awareness Training & Tracking for Personnel (Monthly)	Our Security Awareness Training offers quick monthly training modules designed to educate employees about cybersecurity best practices to cultivate a culture of security awareness and mitigate risks associated with human error. Monthly reporting is provided to allow you to track the progress of your employees.
Phish Testing	Our phish testing solution simulates real-world phishing attacks to assess your organization's susceptibility to email-based threats. With detailed analytics and monthly reporting, we provide actionable insights to enhance security posture and mitigate the risk of successful phishing attacks for your organization.
Vulnerability Scanning	We provide monthly scanning and reporting of known vulnerabilities (include your website(s)).
Policy Templates & Guidance	We have a library of policy templates available. Your Customer Success Team will work with you to review and customize these templates for your organization's needs. (Tech & Data Use, Incident Response Plan, etc.)
Self Assessments	We have a library of assessment templates available and can provide guidance on use and best practices. Consult with your Customer Success Team for access or more information. (Cybersecurity, Compliance, and Insurance Readiness)

Training & Education

Remote Service Desk Support	Unlimited Remote Service Desk Support is available for your staff Monday-Friday from 7:00am to 8:00pm ET.
Remote Senior Engineering Support	Unlimited Remote Senior Engineering Support is available for your staff Monday-Friday from 8:00am to 5:00pm ET.
Escalation 24x7 After Hours Emergency Remote Support	After Hours Emergency Remote Support is available for your staff 24x7x365. Please note there is a $497 fee for non-emergencies per incident after hours.
Onsite Support	Unlimited Onsite Engineering Support is available Monday-Friday from 8:00am to 5:00pm ET. Only after Remote Support Troubleshooting *Within the Travel Zones of RTT Offices - outside Travel Zones will need to be discussed/customized and may be billable at an additional cost.