Antivirus Management
| Service Provider Activities | Frequency | Detailed Description |
|---|---|---|
| Remediate Monitor Alerts | As Needed | System alerts generated by RMM |
| Remediate Malware/Virus Infection | As Needed | Address AV issues identified by RMM |
| Adjust Antivirus Configuration | As Needed | Modify AV exceptions and settings |
| Monitors & Service Monitoring | Frequency | Detailed Description |
| AV – Disabled | Continuous | RMM Review of AV status |
| AV – Out of Date | Continuous | RMM Review of AV status |
| AV – Software Missing | Continuous | RMM Review of AV status |
| Service Onboarding Activities | Frequency | Detailed Description |
| Setup and Configure Antivirus Settings | Once per Client | |
| Deploy Antivirus to Workstations | Once per workstation | |
| Deploy Antivirus to Servers | Once per server | |
| Serviceable Conditions | ||
| Antivirus is licensed, warranted and supported by vendor. | ||
| Coverage Exclusions & Exceptions | ||
| Malware remediation due to injection or negligent Client End-user activity. | ||
| Service Levels & Performance Goals | ||
| Antivirus Software Installed and Running on at least 95% | ||
| Service Level & Performance Exceptions | ||
| Malware is unpredictable and in turn, so is remediation. Therefore, remediation attempts do not fall under general resolution service levels. | ||
| Mass infections of a Client environment due to the unpredictable nature of malware, service levels cannot be guaranteed. | ||