Enable Products
Antivirus
Overview
Malware is the term for anything that is designed to break your computer's operating system (OS), hijack a specific program, or steal data. Spyware, viruses, root kits, etc. are all types of Malware. Antivirus is a program that stops these things from harming your computer. Enable currently uses Bitdefender for this. There are additional products necessary to fully protect a computer or server, such as MDR or ThirdWall.
tags: #security #Enable_Products
Block Hours Agreement
Overview
A support agreement in which Enable will provide a predetermined number of recurring support hours per month to support a client. This is a flexible plan in that the client can use their hours as the choose, but the risk is on the client because going over the allotted hours incurs extra fees.
CWA
Overview
ConnectWise Automate - A tool to remotely monitor and manage Servers and computers. It can also install software and security updates, among other things. This can be licensed to Co-Managed clients. This tool provides coverage for Endpoint Management and Security on the cybersecurity check list. This type of tool is referred to as an RMM - Remote Monitoring and Management.
CWM
Overview
ConnectWise Manage - where Enable can track tickets, projects, sales, time sheets, expenses, etc. It is critical that all work Enable engages in on behalf of a client is in a "help ticket" or tickets that are part of projects. This way we can easily go back to see what we've done, how long we've taken, and gather information on lingering issues. This is a SaaS based Cloud tool. This can be licensed to Co-Managed clients.
CWSC
Overview
ConnectWise ScreenConnect - a program that allows us to remotely view and operate another computer or server. This is the program Enable uses as a Remote Access Tool. Previously known as ConnectWise Control (CWC). This can be licensed to clients.
tags: #services #servers #remote_access #Enable_Tools #Enable_Products
ELP
Overview
Enable Learning Platform - a SaaS based Cloud program that provides video lessons on Microsoft software, Security Awareness training, other third party software, and custom created content to help train Enable employees, and our clients if they choose to pay for it.
Enable Business Continuity
Overview
Enable Business Continuity is the "sales name" for the Datto BDR appliance. This is best for constantly changing data or mission critical On-Premises servers.
tags: #BusinessContinuity #servers #services #Enable_Tools #Enable_Products
Enable Vault
Overview
Enable Vault is a more traditional service for Backups that can help with Disaster Recovery. It takes a single backup once per day and puts in on a local device, and in the cloud. This is good for data that rarely changes and/or for services that are not mission critical. There is a NAS version of this tool.
tags: #BusinessContinuity #servers #services #Enable_Tools #Enable_Products
Hudu
Overview
Hudu is the documentation repository for devices, systems, and implementation and maintenance procedures used by Enable to support our clients. It synchronizes with CWA, Auvik and other systems to provide a single system that details what devices, services, software, licenses, etc. any given client uses to make their technology work to meet ministry goals. This can be licensed for client use.
IRONSCALES
Overview
A program designed to stop Phishing or dangerous spam emails from reaching the users. The program uses AI to detect and remediate these emails before they reach the user. It can also be used for phishing simulation tests and remediation training. Enable is a reseller of IRONSCALES and this is our preferred tool for this need.
ITDR
Overview
Identity Threat Detection and Response. A service that runs against Microsoft 365 to detect and stop risky behaviors. This is a form of Managed Detection and Response. See SOC. Currently we use the vendor Huntress to provide this service. See MDR.
tags: #security #Enable_Products
MDR
Overview
Currently Enable uses the vendor Huntress for this purpose. Goes a step further than antivirus and can stop not just bad programs, but suspicious behaviors (like Ransomware) from happening on your computer. This is a form of EDR, endpoint detection and response, that comes with real security people analyzing the results (SOC).
tags: #security #Enable_Products
MSA
Overview
Managed Services Agreement - a type of contract given by an MSP to their client that setups up expectations for how they will provide support. You may hear "Full MSA" which is Enable's term for the "all you can eat" plan for support. We factor in how many users, servers, and network devices, etc. a client has and charge a flat monthly rate to support users and server and network gear. Or, you may hear "Server/Network MSA" - we fully support these items, but do not directly support the users. There are no "overage fees" in this case, but if we consistently need more hours than we estimated, we may charge more the next year. However, see Project for exclusions. This is our preferred agreement, but Block Hours agreements are common.
Patching and AV Only
Overview
This is an add-on to a client agreement in which we install our tool set, including AV, CWA, CWSC, and other endpoint protection tools like ThirdWall on user workstations for a Co-Managed client where we do not handle user support. Often this is coupled with licensing some or all of these tools for the IT employees of the client so that they can "use what we use" to support their staff. See Patching.
Phone System
Overview
Often, this term is used synonymously with a PBX, the server that runs a phone system, like Switchvox (Digium), Teams Phones, Avaya, etc. Enable only directly supports Digium (Switchvox/Sangoma) and Teams Voice. We will work with vendors to ensure the client is getting what they need if they use another system, but rarely "push the buttons" on those systems. These are examples of VOIP phone systems.
tags: #phones #servers #services #BasicTerms #Enable_Products
Project
Overview
In general, our support agreements cover everything that exists in a client environment (that we agreed to support). If something needs to change, like replacing a Server or piece of Network gear, we do a separate project that is outside of the normal agreement and costs extra. We typically do NOT charge extra for normal Lifecycle replacements of user computers. If we do not have a support agreement, we may refer to that client as "Project Only," and come in as needed to perform a discrete scope of work. These project only client engagements do NOT include ongoing support of the equipment or service we set up during the project.
SIEM
Overview
Security Information and Event Management - a system that combs through all of the log files that various Servers or security devices (Firewalls) create to look for suspicious or unwanted activity and returns a list of items that should be further looked into. This is important because those logs are VERY difficult to read and have a ton of information that is not very useful or friendly to read. Enable works with outsourced companies to provide this. These services are most valuable when combined with a SOC.
Technology Assessment
Overview
A one-time paid service that Enable offers to discover what technology a client has in place, and what we would recommend to make it work better, or suggest new tools that align with their organizational goals. This is the basis for all MSA clients because we MUST know what they have to take the risk inherent in that type of support agreement. Not every Assessment leads to on-going support. Sometimes we will do Projects to assist in meeting our recommendations, but the client is not "on the hook" to use us for this or engage any further after we deliver our recommendations.
ThirdWall
Overview
A component of CWA that can do policy enforcement, like requiring a screensaver after inactivity. One of the best features is the ability to isolate a computer from the network that has had Ransomware found on it so that the infection doesn't spread to other devices. This requires special considerations based on the function of the machine, such as check-in kiosks.
Vulnerability Scanning
Overview
A program that will inspect computers, Servers, switches, Firewalls, IoT devices, and other things on your Network for things that could lead to a security weak spot or hacking possibility. Some cyber insurance policies require this service, and having this could reduce premium rates.
tags: #security #Enable_Products