FAQ

Yes, we will review at minimum Quarterly but sometimes Monthly your current staff and/or device list. This is done to provide fair and accurate billing but also to ensure that we remove any former staff from our system so they are not able to get support.

We will review as part of your monthly check-in with your dedicated customer success manager.

This varies based on the type of request and the criticality of the request. In most cases the initial response on a ticket is less than 1 hour. We encourage you to use our 24x7 support line for urgent requests as we answer the phone live and begin troubleshooting right away.

Onsite support escalations are conducted either the same or next business day for urgent matters. If the request is non-urgent an onsite engineer will coordinate with the end user at a time that is mutually convenient.

Yes, any supported staff member can contact our helpdesk or submit a ticket via email/web form. Anytime something requires security changes or becomes a billable event it will require the approval of the primary contact.

YES, included in our Core & Complete plans is our Defendify Cybersecurity which includes many of the items required by industry regulations. Defendify along with our Managed Security allows you to “check the box” as it relates to your compliance requirements.

Yes, via our partnership with Defendify we will conduct a cyber security assessment as part of your onboarding process.

Yes, we have an annual cybersecurity (in January each year) awareness training that is FREE to attend for all clients and their staff. In addition, each month your staff will receive a brief 5 minute Security Awareness video from Ninjio as well as our own monthly Cybersecurity Tips with Tater & ‘Stache.

We use Bitdefender to protect servers and workstations. This is included in the Managed IT support program.

EDR security, endpoint detection and response, is a technology that continually monitors your network for cyber threats and helps identify and defend against cyber related attacks.

Bitdefender MDR service is delivered by combining industry-leading cybersecurity for endpoints (EDR), plus network and security analytics, with threat-hunting expertise. The Security Operations Center (SOC) is staffed 24x7x365 with world-leading security analysts.