Identity Management
| Service Provider Activities | Frequency | Detailed Description |
|---|---|---|
| Domain User Permission Management | Continuous | Monitor AD user permissions |
| Domain User Password Resets and Account Unlocks | As Needed | Approved user requested access |
| Domain User Setup | As Needed | Approved user requested access |
| Domain Group and Folder Permission Management | As Needed | Approved user requested access |
| Monitors & Service Monitoring | Frequency | Detailed Description |
| Offline Servers Monitor | Continuous | Monitoring for offline Domain Controllers |
| EV – Blacklisted Events (4720, 4238) | Continuous | Locked User Accounts |
| Service Onboarding Activities | Frequency | Detailed Description |
| Active Directory Review and Cleanup | Once Per Client | |
| Setup of Administrative and Support User Accounts | Once Per Client | |
| Serviceable Technologies | Supported Versions and Releases | |
| Microsoft Windows Domain | Latest three major releases | |
| JumpCloud | SaaS-based product | |
| Microsoft Azure Active Directory | SaaS-based product | |
| Google Apps for Business | SaaS-based product | |
| Serviceable Conditions | ||
| Active Directory has been cleaned up and standardized to the Service Provider’s specifications. | ||
| User must be physically or wirelessly connected to the Domain network and maintain an adequate internet connection | ||
| Coverage Exclusions & Exceptions | ||
| Microsoft Server, Active Directory, JumpCloud, AzureAD Licensing | ||
| The costs to manage, implement, and/or procure a new identity management solution | ||
| Service Levels & Performance Goals | ||
| Active Directory Uptime to equal or exceed 98% by means of server uptime and routine backups | ||
| Service Level & Performance Exceptions | ||
| Non-standard and/or complex multi-site or multi-domain environments | ||