Ntiva Signature Support Plan – Complete
ITIL Based Service Delivery
Our Signature Support plan is designed to align with your business objectives and be scalable as you grow. Our continually developing service delivery model is based on the Information Technology Infrastructure Library (ITIL) framework to align well-functioning IT processes with business objectives.
Additionally, Ntiva develops and maintains an IT Knowledge Base documenting systems, applications, and services following the ITIL processes.
Proactive Network Monitoring
Proactive monitoring alerts us to trends and issues that affect your network and/or working environment. We install our remote monitoring software on all your devices under our Signature Support program.
Ntiva delivers proactive 24/7 network monitoring service, both on-premises at your site and in the cloud, to maintain the reliability, security and performance of your network. To spot operational issues early and gain actionable insight, Ntiva utilizes our Advanced Monitoring and Management agents to monitors all servers, virtualization technologies and compatible storage devices. Compilation and analysis of network performance data provides a picture of network performance and user experience, as well as a tool for measuring the overall effectiveness of network management tools.
Preventative maintenance is an important key to the health of your IT environment. We will develop a custom roadmap that will include a thorough maintenance check, live updates on the latest software upgrades and patches, threat analysis and more. The goal of this service component is to focus on long- term vitality to prevent short-term breakdowns.
Workstation Maintenance (PCs and Macs)
Ntiva provides end-to-end monitoring, management, and proactive maintenance for these critical end-user devices. We automate maintenance routines to keep computers running as optimally as possible. With remote support, we can quickly connect into any device and remediate critical and non-critical issues. It’s extremely cost-effective and for larger clients, allows custom scripting for multi-location or even global rollouts.
Endpoint Detection and Response (EDR)
Ntiva has the tools and technical expertise to manage antivirus protection centrally. Ntiva’s MDR is a dependable and scalable solution that improves our customers’ cybersecurity posture by preventing malware or suspicious activity on computers and servers and alerting our 24/7 security response team. Additional information on the Ntiva Managed Detection and Response (MDR) service can be found in Appendix D, Section D.2.
Cloud-Based E-Learning Training-as-a-Service (TaaS)
With Ntiva, all clients and their end-users will be enrolled in our Training-as-a-Service (TaaS) solution, powered by ClipTraining. ClipTraining is an online e-learning platform that provides users with access to training videos with over 5,000 task-based learning sessions across a variety of Microsoft Office 365 applications. The web-based interface is fully customizable through an administration page, so organizations can create specific learning paths for their users or hide training materials that are unneeded.
Our TaaS solution was designed with full-text indexed search capabilities so users can quickly access the training videos they need from any device. Learning sessions are divided into short, task-based videos that cover all aspects of Microsoft 365 products. Empowering users with this new self-service learning model is the least obtrusive way to impart knowledge continually, while maintaining productivity at the same time.
Software and Hardware Standardization
One of the best ways to reduce support costs and avoid waste is to standardize an organization's hardware and software platforms. Ntiva works with our clients to standardize their network environment—while maximizing the return on their technology investments. Our standardization includes centralizing software licensing tracking, new client onboarding and off-boarding staff procedures, as well as removing users from the network environment.
Email Security Service
Ntiva’s Email Security Service (powered by Zix Email Threat Protection) is a fully managed email protection service that helps prevent malware, ransomware, and other advanced threats from compromising your organization’s email service. The service provides inbound and outbound email protection along with daily held email reports.
Serving over a thousand companies allows Ntiva the opportunity to pool buying power for both hardware and software. This gives Ntiva significant bulk purchasing power—savings that Ntiva passes on to clients. We also participate in manufacturers' special pricing programs for nonprofit organizations.
Third-Party Vendor Management
As part of Ntiva’s ongoing support services, we coordinate and manage third-party vendors related to the support and management of IT infrastructure, freeing our customers to focus on their core business.
Examples of vendors we interface with on behalf of the customer include (but not limited to) ISP, software vendors, printer and phone vendors, etc. Ntiva will maintain and update vendor contact information and vendor escalations processes as part of the third-party support. So that we can properly manage the relationships, we recommend that our customers maintain a support agreement with their third-party vendors (as applicable).
Support Multiple Vendor Products
Ntiva supports all the hardware and software in our client’s network environment. Our support includes but is not limited to Windows computers, servers, firewalls, switches, printers, Macs, mobile devices. Clients should retain a maintenance agreement with third-party software vendors to ensure access to updates that vendors support services.
Ntiva provides our clients with a variety of communication avenues. Each client has a client portal that contains detailed information on every service request opened for or by the client. The portal information includes who opened the service request, who worked on it and the engineering notes detailing the resolution. The client portal also contains the client’s invoices.
In addition, the assigned Account Manager performs regular phone reviews with the client's designated point-of-contact. In these reviews, all client service requests since the last review are analyzed to spot trends, areas of concern, or ways we can improve service, network reliability or user satisfaction.
Recurring Strategy Sessions
A session with an IT Consultant or Lead Engineer will occur at an agreed-upon interval to align technology initiatives with organizational goals. This role will also be responsible for developing an IT budget, setting equipment standards, and ensuring that technology is being used to drive the organization forward.
Ntiva systems are routinely assessed by our Certified Information Systems Security Professionals (CISSPs) to ensure adherence to industry best practices. These include, but are not limited to, ongoing Systems Security Planning, Cybersecurity Risk Assessments, Security Incident Response Planning, Business Continuity planning, Corporate IT User Policies.
Our online customer portal provides easy-to-read access for up-to-the-minute information on your system. The portal provides a customizable dashboard with statistics on Service Desk trouble tickets and network vitals. These reports will be a great help to Ntiva clients for budgeting and resource management.
Additional Cybersecurity Services
Below is a short list of additional cybersecurity services we offer. We recommend you discuss your needs and concerns with your Ntiva representative, so we can provide a comprehensive plan that is right for you and your business.
- Intrusion Detection and Response (IDR) – SIEM/SOC
- Endpoint Detection and Response (EDR)
- Phishing Prevention and Training
- Vulnerability Scanning
- Multifactor Authentication
- Email Encryption
- Business Continuity Planning
- Annual Disaster Recovery Failover Testing
- Annual Risk Assessment
- IT User Policy
- Security Incident Response Plan
- Cloud to Cloud (SaaS) Backup and Recovery
- Fractional CISO