ISA Essential Support Services Program
ISA always strives to enhance our relationship with key customers by becoming an extension of their operational team. By intimately understanding the set-up and configuration of our customers’ McAfee Security Products, ISA’s team of experts will deliver effective frontline support, consulting and educational services.
This
combination of frontline support, consulting and education services is offered
under an umbrella of Essential Support Services (ESS) program. ESS delivers the
following benefits to our customers:
§ Become proactive - make your job duties more manageable
§ Maximize protection for your company’s assets and reputation
§ Maximize value - get the most from your security solutions
§ Save money - pre booked discounted rates
§ Convenient Budget Management – once / annually
§ Save Time - for your resources to spend on essential tasks
§ Avoid Unplanned activities - avoid late nights dealing with security breaches or virus outbreaks
§ Achieve productivity gains - get things done right the 1st time by leveraging the experts
§ Timely response - priority scheduling
§ Learn what’s important to your peers in other organizations
§ Advance your skills and knowledge
ESS is comprised of the following services that can be mixed and matched to meet specific customer needs:
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Feature |
Advantage |
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Level 1-Level 2 Support Services
§ How to / technical issues § onsite & emergency support § vendor support incident escalation |
The service is delivered by experts who will ensure that you are fully utilizing your security solution. The service allows the client to:
§ deal with a centralized support team knowledgeable about your environment § get answers to “how to” questions quickly § resolve technical issues quickly § escalate the response relating to open issues logged with vendor support and reduce time to resolution
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Onsite Services
§ Onsite Support § Project work |
§ provide onsite assistance for technical issues that cannot be resolved remotely § provide onsite assistance for critical issues such as virus outbreaks on emergency basis § obtain project specific assistance for upgrades and/or new product implementations
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Periodic Checkups
§ Quarterly reviews § Periodic VA Scans and Penetration Testing § Configuration reviews
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The service provides online or onsite review of the following components of Security Solutions:
§ Ensure your environment is tuned and secure § Develop a planned instead of reactive security environment § Improve the efficiency of your day-to-day operations § Avoid costly mistakes of upgrading to unstable or incompatible versions § Identify areas for improvement from configuration review § Learn about expert methods on how to remediate vulnerabilities § Plan product upgrade strategies via version reviews § Execute external vulnerability assessment and penetration testing, conducted remotely to identify and confirm real vulnerabilities at the network and operating system levels § Conduct risk assessment of your security environment or IT project to ensure that it meets contractual and legal requirements, as well as organizational objectives
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Education Services
§ Training
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§ Hands-on product knowledge transfer sessions § Lunch and learn sessions § Create Maintenance and Operations Procedure Manuals to document periodic tasks for operating and maintaining your security solutions
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Customizable
§ Customized to meet your budget and requirements |
§ Predictable - Set Fixed annual fee depending on services subscribed § Tailored to your needs – Work with our consultant to design the service that best suits your environment. § Flexible - Change services as required (fee may vary depending on service change)
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