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AV – Out of Date | Continuous | RMM Review of AV status |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. |