null  User manual
SERVICE SCHEDULE FOR
ENDPOINT MANAGEMENT
SERVICES
This Service Schedule describes and contains additional terms that apply to EarthLink’s Endpoint Management &
Security Services (the “Service”). This Service Schedule supplements, or amends and restates, each Agreement For
Service (“AFS”) and other documents used to order the Services by the Customer identified in the AFS (“Customer”)
and the other documents comprising the agreement between the Customer and EarthLink with respect to providing,
accessing and using the Service (collectively, the “Agreement”) as follows:
1.
Service Overview. EarthLink’s Endpoint Management & Security Service combines a robust, reliable IT
infrastructure, proactive management capabilities and automated processes, all working seamlessly in the
background, to keep your end-users on PCs and Macs productive, protected and satisfied.
2.
Term. The Service can be ordered for a term of 1, 2 or 3 years (“Term”) as set forth on the Agreement. Each
Term commences at the earliest date between when the Service is available for use or sixty (60) days after the
Service Agreement has been signed. (“Service Commencement Date”). Unless either Party provides the other with
at least thirty (30) days written notice prior to expiration of the Term, the Service will continue, subject to the terms
and conditions of the Agreement, as defined in EarthLink’s Standard Terms and Conditions.
3.
Billing and Payment. Billing will commence on the Service Commencement Date. The first invoice will include
the initial set-up fee, any installation or seed load charge, a pro-rated monthly recurring charge (“MRC”) for the
Service from the Service Commencement Date through the date for which the invoice is issued. It will also include the
MRC invoiced monthly in advance. Ongoing, the invoice will include the MRC invoiced monthly in advance and any
applicable non-recurring charges, which will be billed monthly in arrears. If arrangements for payments by credit card
have been made, EarthLink may charge the Customer’s account on or after the invoice date. Unless otherwise
described in this Service Schedule, all invoiced amounts are due and payable within thirty (30) days of the invoice
date in accordance with the terms of the Agreement.
4.
Core Components (broken out between Endpoint Security and Endpoint Management & Security)
Feature and Description:
SaaS Anti-Malware (Anti-Virus/Spyware
Protection)
SaaS Patch Management
SaaS Tools Self-healing for EarthLink
Rev Date: August 2015
Additional Info:
Workstations are protected with the
latest anti-virus definitions through
daily, real time updates along with
policy based on access scanning as
well as weekly scheduled full system
scans during the desktop
maintenance window
Microsoft Critical Security patches
are tested and automatically
distributed to your user community
with no disruption to your service.
We do not release any patch until it
has passed our Quality Assurance
testing. Most critical patches are
fully tested and released within 48
hours.
Endpoint Management tool selfhealing ensures that all required
management tools are installed and
functioning correctly via proprietary
entitlement values in the system
registry and leveraged by the Tivoli
Endpoint Manager
EarthLink, LLC Confidential
© 2015 EarthLink, LLC
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EP
Security
EP
Management
& Sec
Yes
Yes
Yes
Yes
Yes
Yes
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SERVICE SCHEDULE FOR
ENDPOINT MANAGEMENT
SERVICES
SaaS Asset Tracking (Dashboard)
System hardware and OS versions
are tracked throughout your
environment, with reporting available
via the web portal whenever you
need it.
Yes
Yes
Event Notification (Notify Only)
Proactive notification provided to
customers should items such as a
malware outbreak occur.
Yes
Yes
Event Management (Receive, Log,
Classify & Track)
Proactive notification provided to
Customer should items such as a
malware outbreak occur, including
issue tracking and remediation by
the EarthLink Support Team.
No
Yes
Incident Management & Remediation
The EarthLink Support Team will
track, manage and resolve any
incidents arising from or related to
any Endpoint Security and
Management Tool or Service.
No
Yes
No
Yes
No
Yes
No
Yes
EarthLink can distribute software to
Endpoints. This software includes
the EarthLink Management Tool
Suite as well as well as 3rd party
applications required by our
Customers.
SaaS Software Distribution
SaaS Automated Hard Drive
Defragmentation
Continuous Configuration Management
Rev Date: August 2015
Requests can be made to package
as required and distribute on
demand. Packaging of the software
is done on a Professional Services
basis, but deployment is included in
the monthly service.
Disk Defragmentation powered by
Diskeeper prevents the majority of
fragmentation before it can happen.
Included in the tool are critical
system file protection and file
optimization to maintain the fastest
possible response times. *Only
available for PC.
Ongoing assurance that security
levels are maintained and
workstations are stable and
optimized through use of our
proprietary Continuous Configurator,
which automatically makes
adjustments should critical aspects
of a user’s system falls out of
compliance with standards.
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24x7 Staffed Monitoring as a Service
(MaaS):
EarthLink operates geo-redundant Network
Operations Centers (NOCs).
24x7 Staffed Admin/IT Helpdesk w/Case
Tracking & Reporting
Data Defense (Encryption)
Data Protection (Back up)
Web Content Filtering
24x7 Staffed End User Helpdesk w/ Case
Tracking & reporting
5.
The NOC Uses Microsoft’s System
Center Operations Manager (SCOM)
to monitor the EarthLink
infrastructure to make sure the
Customer’s Service is operational
No
Yes
EarthLink provides 24x7 support to
Customer technical contacts and
authorized technical team members
relative to subscribed tools and
services
No
Yes
Optional
Optional
Optional
Optional
Optional
Optional
Optional
Optional
Combining intelligent encryption with
enterprise-controlled data
elimination, Encryption automatically
eliminates specified data on lost or
stolen laptops to prevent its
compromise or misuse.
Computers on the Data Protection
(Backup) service are backed up daily
utilizing the HP Autonomy Backup
Solution, gaining the ability to quickly
restore either individual files or entire
systems. Individual files can be
restored in minutes, while an entire
system can usually be restored
within 24 hours.
EarthLink’s Web Content Filtering
allows the enablement and
enforcement of web browsing
policies in support of corporate
internet usage policies. The system
is Active Directory integrated and
allows for policy management via AD
group membership.
EarthLink’s helpdesk team is
available 24x7x365 to support end
users across all technology and
service platforms as both a first point
of contact, and resolution helpdesk
Endpoint Management & Security Supported Platforms
In general, the following are the currently, supported platforms: Windows Vista, Windows 7, Windows 8, Windows 8.1
and MAC OS X 10.7, MAC OS X 10.8 and MAC OS X 10.9
6.
Workstation Maintenance Schedule
6.1 Weekly Workstation Maintenance Window
The EarthLink maintenance window occurs every Thursday between 11:00pm and 3:00am (Client Local
Time). During the maintenance window, routine updates are distributed to your workstation to resolve known
issues and to protect your computer from security vulnerabilities. Of course, EarthLink delivers critical security
updates to your workstation whenever threats arise, usually without waiting for the maintenance window. It is
permissible to keep working on your system during the maintenance windows; however, response time
occasionally may be sluggish, and you may be prompted to reboot your computer when updates complete.
Rev Date: August 2015
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SERVICES
•
•
Patches are only deployed to systems that are specifically relevant to the particular application / operating
system (we don't deploy every security patch to every system.)
A weekly reboot request action is sent as part of the weekly maintenance, after the patches have been
deployed.
6.2 Guidelines to Ensure Proper Maintenance
During the weekly maintenance window, any or all EarthLink-Managed Workstations may be delivered
application and operating system updates and patches. Below are some guidelines that will ensure that your
system receives the latest updates and patches as they are delivered to your system on Thursday nights:
•
•
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Your system must be powered ON. *Please also disable "standby" or hibernation*
Your system must be connected to a network
Users should be logged off from their machines
If your system is not connected to the network or the Internet in time for the Thursday night update, any
distributed updates will be delivered to your workstation the next time you connect to the Internet or to the
network.
Note: We strongly encourage occasional distribution of this notification as a reminder to your user base of this
window and the services that are performed on their behalf. This proactive maintenance process is in place to
protect your end-user systems as close to real-time as possible.
7.
Reporting
Along with hardware information, Big Fix also collects information relative to installed applications, allowing EarthLink
to assist our Customers in the area of software reporting, better managing software deployments and upgrades, etc.
8.
Anti-Malware (Anti-Virus / Spyware Protection)
Prevents damage from viruses, Trojans, worms, and other new malware variants, including blended threats. Identifies
and completely removes discovered spyware, including hidden rootkits (a collection of tools that allows a hacker to
provide a backdoor into a system, collect information on other systems on the network, mask the fact that the system
is compromised, and much more). Users will be alerted of detections of virus/malware with the following prompt:
Clicking on the Virus/Malware Name will open a browser window detailing that particular threat.
Rev Date: August 2015
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© 2015 EarthLink, LLC
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All Rights Reserved
SERVICE SCHEDULE FOR
ENDPOINT MANAGEMENT
SERVICES
Anti-Malware update and pattern definition status is available for review anytime at my.centerbeam.com under the
Assets > Security tab
9.
Patch Management
Big Fix is used to manage patch distribution to all EarthLink Managed Systems. Microsoft critical security patches
are staged for distribution every Thursday during the desktop maintenance window
In order to minimize impact to the user, systems should be left powered on, connected to the network and logged off.
This ensures all patches are delivered transparently during the maintenance window
Endpoint patch status is available for review anytime at my.centerbeam.com under Assets > Security tab
10. Defragmentation
As part of EarthLink's End Point Management and Security Suite, EarthLink’s Disk Defragmentation powered by
Diskeeper prevents the majority of fragmentation before it can happen. Included in the tool are critical system file
protection and file optimization to maintain the fastest possible response times. *Only available for PC and only
available with Management & Security
Features of Diskeeper:
HyperFast is the first ever optimizer exclusively designed for faster performance and extended lifespan of SSDs
running on Microsoft® operating systems. It is nothing short of a "must have" for all the new laptops, desktops and
netbooks that are now using solid state drive technology.
IntelliWrite™ fragmentation prevention technology prevents up to 85% of the fragmentation every system suffers
from. It intelligently writes contiguous files to the disk so system resources are not wasted creating fragmentation.
The result? A whole new level of system speed and efficiency.
Diskeeper is the only defragmenter with InvisiTasking® technology, a real-time background processing technology
that allows Diskeeper to defragment your system as fragmentation occurs, even during heavy traffic times, without
using active system resources. InvisiTasking eliminates the need for scheduling and administrator attention.
Diskeeper I-FAAST® 2.0 (Intelligent File Access Acceleration Sequencing Technology) accelerates file access times
to meet the heavy workloads of file-intensive applications. Utilizing a specially formulated technology, I-FAAST
closely monitors file usage, and organizes the most commonly accessed files for the fastest possible access, up to
80% faster.
Systems with Diskeeper run more efficiently saving corporations thousands of dollars in energy costs each year.
Diskeeper can save an estimated $3.22 per workstation per year in energy costs.
Diskeeper 2011 provides Enhanced Analysis Reports easily accessed in quick tabs that graphically display
performance gains achieved with defragmentation. Diskeeper also evaluates the condition of your disk against
documented factors known to affect reliability and stability. Different reports include: Fragmentation Analysis,
Performance Analysis and Reliability Analysis and I/Os Eliminated.
Rev Date: August 2015
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SERVICE SCHEDULE FOR
ENDPOINT MANAGEMENT
SERVICES
Requirements:
Diskeeper Professional runs on Windows XP Home, Windows XP Tablet PC, Windows XP Nedia Center, Windows
XP Professional (x86/x64), Windows Vista/7 Home Premium (x86/x64), Windows Vista/7 Ultimate (x86/x64),
Windows Vista Business (x86/x64), Windows 7 Professional (x86/x64) and Windows Vista/7 Enterprise (x86/x64)
platforms
(including
compatible
CPUs
from
other
manufacturers).
Disk subsystems supported: (all part of Diskeeper)
Primary Partitions
Extended Partitions
Logical Drives
Volume Sets
RAID Arrays (hardware and software)
Mirrored Disks
Mounted Volumes (letter-less drives)
11. Data Protection
Data Protection eliminates the risk of data loss from enterprise desktops and laptops, whether protected locally or
remote. By automatically protecting data in the background, Data Protection ensures complete data protection
without interrupting users. Data Protection also provides a secure web-based access portal and mobility support,
through which users can easily retrieve data -- without helpdesk intervention.
11.1 The core components/features of EarthLink’s Data Protection Services include:
•
Backup: Scheduled and automated disk to disk backup is transparent to users and fast, even over
dial up connections.
o Backup window scheduled between 7pm and 5am
o If a machine is not available for backup during this window the end user will be notified by
the client that a backup was missed upon next boot up and offered the opportunity to
manually back up, defer or cancel the scheduled backup
If a user cancels 7 daily backups successively, a backup will be forced ensuring
a workstation backup occurs at least once every 7 days.
o Daily backups are delta block level backups which are first compressed, then encrypted
using native 256 AES based encryption prior to sending data over the internet to
EarthLink’s Data Protection infrastructure
o Data remains encrypted within the EarthLink Data Protection infrastructure
o Data is only unencrypted once restored to a machine with the correct Data Protection
account number
o Because users have the option of deferring or cancelling backups if required, EarthLink
manages the Data Protection service to a KPI of 80% of subscribed workstations backed
up within 7 days
Rev Date: August 2015
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© 2015 EarthLink, LLC
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Recovery: Users can recover lost files quickly and easily, whenever and wherever needed.
o User may choose to recover files themselves via the Restore tab of the Data Protection
client, or if subscribed to the EarthLink helpdesk service, by contacting Customer Care
and requesting assistance
o File restore instructions can be found here:
My.EarthLink.com > TIPS > Service How To's > EarthLink Data Protection Backup Client for PC/Mac
•
MyRoam: Web-based access portal lets users access their backed up data anywhere without IT
support intervention.
The Data Retention Settings for the Online Backup Service are as follows:
o Files that have more than 10 versions or are older than 30 days are deleted, but your most
recent version is always kept.
o Files that you deleted from your system are deleted from the data center after 30 days.
o Files that you backed up and then deselected from your backup are deleted after 30 days.
o Files of accounts that were cancelled are deleted 30 days after cancellation.
o Any account that has had no activity for 90 days will be automatically purged from the data
center.
•
11.2 System Requirements for Data Protection
•
The application will only run on the following operating systems with either 32 or 64 bit:
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•
Excluded File Types by Category:
•
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Windows Vista
Windows 7 (Ent or Pro)
Windows 8 (Ent or Pro)
MAC OS 10.7
MAC OS 10.8
MAC OS 10.9
Audio Files - such as AA, AIF, AIFF, CDA, IFO, M4A, M4P, MID, MP1, MP2, MP3, MPE,
MUS, RA, RAM, WAV, WMA, etc.
Disk Images Files - such as GHO, IMG, ISO, NRG, TIB, WIM, etc.
IPhone App Files - such as IPA, etc.
Temp and Cache Files - such as BAK, LOG, OST, etc.
Video Files - such as AVI, AVS, M2TS, M4V, MKV, MOOV, MOV, MOVIE, MP4, MPEG,
MPG, QT, QTM, RMVB, SCM, VOB, WMV, etc.
Virtual Machine Disks Files - such as VDI, VHD, VMDK, etc.
Misc Junk Files - such as $$$, CHK, HFV, HIB, MOZ, TEMP, TMP, SWP, etc.
Included File Types by Category:
•
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•
•
•
Compressed Files - such as ARC, CAB, GZ, JAR, RAR, SIT, TAR, ZIP, etc.
Common Files Types - such as 123, CSV, FP, FPT, GMB, IML, REP, VSC, VSD, VSS,
VST, VSW, WK1, WK3, WK4, WDB, WKS, WPS, WQ1, etc.
Image Files - such as AI, BMP, GIF, JFF, JFIF, JPEG, JPG, PDD, PNG, PSD, PWP, TIF,
TIFF, etc.
Lotus Files - such as NCF, NDL, NLR, NS2, NS3, NS4, NSF, NSG, NSH, NTF, etc.
MS Office Files - such as ACCDB, ACCDE, ACCDR, ACCDT, DOC, DOCM, DOCX, DOT,
DOTM, DOTX, LDB, MDA, MDB, MDE, MNT, MPP, MPT, NK2, OFT, OLK, ONE,POT,
PPS, PPT, PPTM, PPTX, POTM, POTX, PPAM, PPSM, PPSX, PST, PUB, VSD, XLS,
XLA, XLB, XLT, XLW, XLSX, XLSM, XLTX, XLTM, XLSB, XLAM, XSN, WPS, etc.
Rev Date: August 2015
EarthLink, LLC Confidential
© 2015 EarthLink, LLC
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SPSS Files - such as SAV, SPS, SPV, etc.
Various Files - such as DBX, FOL, ILM, JSD, MBX, MSG, PAB, PST, PDF, REP, RTF,
TOC, TXT, WAB, WBK, etc.
11.3 Data Protection Availability
When installed, Data Protection will perform a full system backup based on data type inclusions section from
any internet connection. Daily backups of file differentials every 24-36 hours thereafter
Data Protection also allows end users to select files they wish to back up OR restore on demand 24/7 from
any internet connection.
11.4
Installing/Removing Data Protection
• Only an Authorized Technical Contact (ATC), Business Contact (BC), or Internal Support
(IS) user can initiate requests to install or remove Data Protection Services via the web
Service Order Form.
• Upon receipt of the Service Order Form a Customer Care Specialist will either deploy or
remove the Data Protection client from the specified workstation via the Tivoli EndPoint
Manager base on the specific request
Rev Date: August 2015
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© 2015 EarthLink, LLC
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