Antivirus Management

Last Updated 11/1/2021

Service Provider ActivitiesFrequencyDetailed Description
Remediate Monitor AlertsAs NeededSystem alerts generated by RMM
Remediate Malware/Virus InfectionAs NeededAddress AV issues identified by RMM
Adjust Antivirus ConfigurationAs NeededModify AV exceptions and settings
Monitors & Service MonitoringFrequencyDetailed Description
AV – DisabledContinuousRMM Review of AV status
AV – Out of DateContinuousRMM Review of AV status
AV – Software MissingContinuousRMM Review of AV status
Service Onboarding ActivitiesFrequencyDetailed Description
Setup and Configure Antivirus SettingsOnce per Client 
Deploy Antivirus to WorkstationsOnce per workstation 
Deploy Antivirus to ServersOnce 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.