Ideal Security 9.0

Scope & Standards

Ideal Security Services

Frequency Ideal Security 9.0
Unlimited Help Desk Support
8x5 Telephone, Email and Chat Support As Needed No
Unlimited Automated Support
Behind-the-Scenes 24x7x365 Support for Common Issues via Automation Ongoing No
Server Administration
Windows Server Active Directory Administration Ongoing No
  • User Account Creation, Removal, Password Resets
    		•  As Needed No
  • AD Group Creation, Removal, Member Management
    		•  As Needed No
  • Audit and Update User Permissions
    		•  As Needed No
  • Group Policy Administration
    		•  As Needed No
  • Add or Remove Group Policy Object(s)
    		•  As Needed No
    Windows Server Patch Management As Needed Yes
    Automated Alert Monitoring and Management Ongoing Yes
    Workstation Administration
    OS Updates and Patches Ongoing Yes
    OS Troubleshooting Ongoing No
    Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint) Ongoing No
    Special Services, Adds, Moves, and Changes
    Quarterly Business Reviews Quarterly Yes
    Equipment Lifecycle Planning Ongoing Yes
  • Server, Desktop, Workstation, and Laptop
    		•  Ongoing Yes
  • Uninterruptable Power Supply (UPS)
    		•  Ongoing Yes
    New Team Member Onboarding Process As Needed No
  • AD Account Provisioning
    		•  As Needed No
    Team Member Offboarding Process As Needed No
  • AD Account Deprovisioning
    		•  As Needed No
    New Workstation Setup As Needed No
    Wipe and Reload PC As Needed No
    Domain Name Registration and Renewals Annually No
    SSL Certificate Registration, Configuration and Renewals Annually No
    Emergency After-Hours Support As Needed No
    Vendor Coordination
    Line of Business Application Vendor Coordinations As Needed No
    Leased Copier and Printer Vendor Coordination As Needed No
    Phone Vendor Coordination As Needed No
    Network Switch Management and Administration
  • Administration of Existing VLAN(s)
    		•  Ongoing No
  • Add or Remove VLAN(s)
    		•  As Needed No
    Administration of WLAN Infrastructure Ongoing No
    Managed Firewall Appliance
  • Configure NAT Rules
    		•  As Needed Yes
  • Configure Access Control Lists
    		•  As Needed Yes
  • Configure Port Forwarding
    		•  As Needed Yes
  • Routine VLAN Configuration Updates
    		•  As Needed Yes
  • Major Changes to Overall Firewall Configuration
    		•  As Needed No
    Antivirus Software & Updates Ongoing Yes
    Endpoint Detection & Response (EDR) Software and Updates Ongoing Yes
    Zero Trust Application Access Ongoing Yes
    Email Phishing Testing and Security Awareness Training 2x Monthly Yes
    Email Spam Filtering Ongoing Yes
    Security Incident Response + Remediation (single mailbox) As Needed No
    Security Incident Response + Remediation (>0 endpoint or >1 mailbox) As Needed No
    Managed CC:Backup™ Appliance
  • Encrypted Local Server Data Backups
    		•  Scheduled Yes
  • Encrypted Offsite Data Replication
    		•  Daily Yes
    Internet Connectivity Support
    Internet Service Provider (ISP) Relationship Management Ongoing No
  • Recommend Changes to Improve Existing ISP Issues
    		•  As Needed No
  • Work with ISP to Troubleshoot Connectivity Issues
    		•  As Needed No
  • ISP Cutover
    		•  As Needed No
    Configure Graceful Failover to Secondary ISP Ongoing Yes
    Troubleshoot Network Connectivity Issues As Needed No
    Troubleshoot Internet Connectivity Issues (requires backup ISP) As Needed No
    Client Requisites
    2x Business Grade Internet Services (primary + failover) Ongoing
    Static Public IP Address Ongoing
    Active Cyber Insurance Policy Ongoing

    Statement of Work (SOW)

    Unlimited Automated Support

    Rocket IT provides unlimited automated support utilizing Remote Monitoring and Management (RMM) software. Automated support services include the installation of critical updates for modern Windows operating systems, Apple operating systems, Microsoft 365, and certain other applications. Automated support services may include remediation for installed malware, failed services, drive clean-up (temp and unnecessary files), drive optimization, virus, malware and spyware scans, as well as hardware and software auditing. Internet-connected and powered-on systems are monitored 24x7 for critical errors. Critical errors will automatically create a Service Ticket in our ticket management system to be addressed by a support professional or our automation software, which provides automatic response to resolve critical issues. Errors that occur during the maintenance window, such as viruses found or unavailable machines, will trigger a Service Ticket to be automatically created in our ticket-management system. All time billed by the Rocket IT Automated Support software will be covered under the scope of this agreement.

    Server Administration

    Rocket IT will provide routine administration and maintenance for all covered server hardware and software, including any covered third-party software and/or line of business applications.

    Workstation Administration

    Rocket IT will provide routine administration and maintenance for all covered PCs running modern Microsoft Windows or Apple MacOS operating systems.

    Managed Firewall Appliance

    Rocket IT will provide a managed firewall appliance for each covered Client location.

    Managed CC:Backup™ Appliance

    Rocket IT will provide a managed CC:Backup™ appliance for backing up data on covered Servers.

    Client Requisites

    Clients are expected to maintain two business-grade Internet connections and a static, public IP address at each business office location. Clients must also carry their own cybersecurity insurance policy.

    Ideal Security Service Exclusions

    End of Support

    When a product has an identified “end-of-support” (EOS) date, the manufacturer or vendor will no longer provide patching, updates, or support to ensure the product continues to operate efficiently and securely after that date. During your Quarterly Business Reviews, we will provide updates on upcoming EOS dates relevant to your business and make recommendations to avoid reaching those dates on any actively used technology within your organization. Once a product reaches EOS, any support on it will be billed out of scope and additional charges, including penalties, may apply.

    Consumer-Grade Products

    We do not support consumer-grade products within the scope of your Ideal Security SOW.

    Residential Services

    If or when a Client team member transitions to home or alternative networks, Rocket IT will make best effort to maintain connections and serviceability. However, home or alternative networks may not have adequate internet connectivity and equipment to effectively work. Rocket IT is not responsible for inadequacies in those home or alternative networks or to secure those connections. Home equipment will not be as secure and may not have Rocket IT’s software and security features. Rocket IT is not responsible for the security of the home or alternative networks. Work on a home or alternative network is outside the scope of this SOW and Rocket IT may charge its hourly rate for any related work. Rocket IT will charge for additional software installed at home or alternative networks as needed.

    Equipment Purchased Elsewhere

    After beginning an Ideal Security SOW with Rocket IT, equipment purchased elsewhere will require out-of-scope billing for any installation and initial troubleshooting we provide.