Every clients support needs are different a rigid, one-size-fits-all approach simply doesn’t work in many cases. To address this, we provide a number of simple, flexible support options with no term agreements to ensure that our clients get all of the support that they need without add-ons or arbitrary requirements that they don’t. Detailed information about pricing and billing are available on our Policies and Procedures page.
On Call / As Needed
Our On Call / As Needed support is available for both residential and commercial clients and can be on site at your location, remote or on our workbench at our shop. Calls received during business hours can generally be addressed remotely during the first call or dispatched same day to the customer site. Work is completed on a time and materials basis and payment is collected at the time of service. Additional information on payment options and hourly rates are available on our Policies and Procedures page.
MyIT
The Cyber Tech Cafe MyIT Program is our version of Managed Services and is only available to our Commercial Clients. The program is based on the CIS 18 Critical Security Controls and is designed to address the things that actually impact your organization from an IT / IS perspective. The MyIT Program is billed based on the number of workstations and servers being managed and there is no term agreement.
If you’re only looking for management / maintenance for your network gear (e.g., not your workstations and servers), our MyIT Overwatch is designed specifically for that.
MyIT Features and Plans
| Bronze | Silver | Gold | |
|---|---|---|---|
| Priority Support over Non-MyIT Clients | x | x | x |
| Hardware Inventory (near real time) | x | x | x |
| Software Inventory (near real time) | x | x | x |
| Patch Management | x | x | x |
| Antivirus Review * | x | x | x |
| Monthly Server Log Review | x | x | x |
| Monthly Firewall Log Review ** | x | x | x |
| Monthly Backup Test | x | x | x |
| Monthly Report | x | x | x |
| Priority Support over MyIT Bronze Clients | x | x | |
| Near Real Time Alerting (Antivirus, failed logins, software installs, etc.) | x | x | |
| Access to Splashtop Remote for all managed systems | x | x | |
| SIEM logging for Servers and Network Gear ** | x | x | |
| Priority Support over MyIT Silver Clients | x | ||
| Ten hours of discounted billable time per month (appx 33% discount) | x | ||
| One waived trip charge per month | x |
** Requires FortiGate Firewall with Active Security Subscription
MyIT FAQ
- Do I have to sign a contract or or agreement? No. We believe that, if you find value in what we do, you’ll keep us around without a piece of paper saying that you have to.
- How do you bill for the MyIT Service? The MyIT Program is priced based on the number of servers and workstations that we manage for your environment. This pricing model allows it to easily scale up or down as your business needs change.
- What is the minimum and maximum number of computers for the MyIT Program? The minimum is three workstations and we do not currently have a maximum.
- I have 10 computers but only want to cover 8 of them, is that an option? Unfortunately not. The objective of the MyIT program is to help our clients maintain a secure, stable environment. Only maintaining some of the systems would be like only patching some of the holes in a boat, you’d still be likely to sink because of the holes that you didn’t patch. Managing only some of the computers in your environment would quickly become a weak link and would expose the entire environment to risk.
- If we need to add computers, what do we do? We refer to this as staging. There are a couple of different options, depending on the need. In some cases, the customers ship the computers to us to get them staged and then we ship them to the end user. In some cases, this is just added to our todo list for the next visit to the customer site and, in some cases, we take care of it remotely. Ultimately though, just let us know and we’ll take care of it whichever way works best for you.
- If we need to remove computers , what do we do? We refer to this as decommissioning. This can generally be done 100% remote, just let us know which one(s) need to be decommissioned. We will provide a list of computers that we believe can be decommissioned, but we will not decommission them without your specific direction to make sure that we don’t accidentally decommission one that shouldn’t be decommissioned.
- Are there any updates that are not covered under MyIT? The list is relatively short but yes, there are some updates that are not covered under the MyIT Program. Specifically, any updates that have to be manually installed and / or require downtime or, by design, has to be manually installed. Some examples are firmware updates to network equipment and servers and updates to specialty software like Quickbooks, SQL Server, Sage, Dentrix, paid Adobe applications (Acrobat, Illustrator, Photoshop, etc.), etc.
- Do you manage backups? Absolutely. If you don’t currently have a backup in place, we will work with you to set one up that meets your needs. Also, as part of the regular MyIT Monthly Service, we will test your backup monthly by doing a test restore. We prefer to have the client give us a specific version of a specific file to restore (if we can restore it, it’s working, if we can’t , it isn’t, no opportunity for smoke-and-mirrors). If the customer doesn’t want to provide a file and version, we will pick one at random. Either way, we will note which file was restored in the monthly report.
- Do you check my antivirus? We use and recommend ESET antivirus and, for MyIT customers that have ESET antivirus, we will check the antivirus as part of the regular monthly maintenance. For MyIT Silver and Gold customers with ESET, we will also configure real-time alerts to automatically alert us on your behalf.