Managed Service Provider (MSP)


Managed Service Provider

AVATAR Computing is proud to offer clients a comprehensive list of affordable managed services that come as a customized package and subsequent annual contract. With a succinct focus on security and help desk support, our premiere technology tools enable our team of techs to remotely maintain and monitor your company’s server, workstation, and peripherals.

  • Suspicious computer gains access to your network – we get an alert.
  • A virus is attempting to penetrate a workstation – we get an alert.
  • Your backup stops working – we get an alert.

This revolutionary program is a must have in today’s office environment and AVATAR is thrilled to offer the best managed service program in the business. This program was built with the understanding that many small businesses do not require a full time IT department nor can they afford one. As a MSP, we build our packages custom fit to your companies needs and costs.

Server Monitoring & Maintenance

24×7 Monitoring of Server(s) – AVATAR techs obtain the ability to proactively monitor system(s) health, alerts on disk activity, CPU & RAM resources, update & backup failures, and suspicious activity. Automated alerts are sent to technicians so AVATAR can address the issues quickly and remotely, often before the client is interrupted or even aware.

Workstation Monitoring & Maintenance

24×7 Monitoring of Workstation(s) – AVATAR techs obtain the ability to proactively monitor system(s) health, alerts on disk activity, CPU & RAM resources, update & backup failures, and suspicious activity. Automated alerts are sent to technicians so AVATAR can address the issues quickly and remotely, often before the client is interrupted or even aware.

Automatic Updates

Patch Updates: Conduct patch assessments and updates of Windows programs including OS and Office products and common third party programs.

Web Protection

A flexible web filtering system employed company wide that limits users from visiting websites pushing malware, phishing scams, proxies, spyware, adware, botnets and spam.

Features

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    Establish whitelists and blacklists to create filters for websites

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    Detailed reporting tools to analyze browsing activity and demonstrate effectiveness of web security

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    Implement time-based browsing rules and web content filtering policies across a robust range of website categories for reduction of non-work related browsing (such as social networking, auctions, games, etc.)

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    Filter internet activity by day, category and URL to reveal trends, spikes and irregularities and show or hide URL data depending on data privacy requirements

Bitdefender for Servers & Workstations

Recently Ranked #1 in security for physical and virtual desktops and servers running Windows, Mac or Linux, Bitdefender GravityZone Business Security is the best in the business. Bitdefender also won the highest overall score in AV-Test solution trials for best combination of protection, performance, and usability. AVATAR is offers this award-winning virus protection as part of its MSP package.

Features

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    Protects physical, virtual, and exchange endpoints

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    Bitdefender Antivirus and Anti-Malware (signatures, heuristics, continuous process monitoring and a global threat intelligence network)

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    Centrally monitor the security posture of the organization using on-demand or scheduled reports

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    Network firewall monitoring, Network Intrusion Detection System (NIDS), and web filtering capabilities essential to protecting against Internet-based threats (hacking and phishing)

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    Threat alert quarantines

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    Security administration includes configuring every aspect of the Managed Antivirus agent including scan schedules, remediation action, file and folder exclusions

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    Behavioral scanning to maximize effectiveness against hard-to-detect threats

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    Designation of site concentrator which will download and cache both the initial antivirus pattern definition, as well as the incremental difference updates for use by other Agents at the site, ensuring each file is downloaded only once to reduce external network traffic

Network Administrative Services

As network administrators for several groups housed within the Department of Defense, we take a common-sense approach to maximizing uptime. We achieve this through three steps: having the right tools in place, monitoring one’s assets, and taking a proactive approach. It is through this simplified method, and our industry leading tools, that AVATAR can achieve this and more.

Features

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    Upload an active discovery tool that provide visibility to new devices being plugged into network

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    Prevent exposure to unmanaged devices from compromising networks

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    Provide Active Directory user account administration to setup, delete, and edit users

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    Firewall monitoring, Network Intrusion Detection System (NIDS), and web filtering capabilities essential to protecting against Internet-based threats (hacking and phishing)

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    Restrict and segment network access from unmanaged devices to prevent networks from being compromised

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    Identify weaknesses in network infrastructure such as antiquated firewalls and low-speed equipment

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    Management and monitoring of managed network devices (switches, routers, firewalls)

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    Implement patch updates and recommend upgrades as necessary

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    Apply a web bandwidth check and obtain alerts when there’s excessive bandwidth activity on a network – enabling quick remediation and QoS to avoid unwanted costs or a throttled network

Mail Protection

AVATAR Computing offers a leading mail protection program to sure-proof coverage against email-borne threats. Our solution provides a unique combination of technologies intended to secure networks with antivirus defense, virtualization-based malware detection technology and traditional signature-based antivirus engines. Additionally, whether downtime occurs on premise or throughout cloud-based email infrastructure, our mail protection allows all users to continue accessing, responding to and sending email messages, even when email infrastructure is offline.

Features

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    Robust, highly accurate and adaptive spam detection

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    Learning system that better defines spam detection as time progresses

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    24/7 continuity

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    Filters inbound and outboard SMTP traffic

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    Hosted individual junk mail quarantines

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    Message logging and search

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    Fine tune filtering on a per-person, per-domain, or per organization

Onsite & Remote Support

With every MSP contract, AVATAR allocates hours for onsite and remote support. This effort is supported by our industry leading remote management system that provides near instant access to machines. It is also supported by our customer-centric Triage support center (see Triage Support). Onsite hours are routinely scheduled on a weekly or monthly basis, depending upon the clients’ needs. Onsite visits will typically address issues that are not handled remotely.

Features

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    Any desktop, laptop, and mobile device issues that may arise

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    Any printer / scanner issues that may arise

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    Any network or Wi-Fi issues that may arise

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    Any email, web, software, and hardware issues that may

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    Any training and assistance on technical matters

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    Any additional IT-related issues that arise and are unable to be addressed in a remote manner during regular business hours

 

Please note: With a robust ticketing system and remote triage support team on-call during regular business hours, AVATAR Computing aims to initially address any and all technical issues that may arise throughout the workweek immediately, and in a remote manner. This ensures that the allotted time for onsite support each week is efficiently utilized and dedicated to issues that specifically require onsite assistance.

 

Triage Support

AVATAR Computing provides Triage Support to act as supplementary help desk assistance for inbound support calls and tickets. This is a dedicated position that serves as a first point of contact for our customers. After extracting any relevant information, the Triage aims to conduct basic troubleshooting and if unable to address the issue, the tech then creates a ticket which is assigned accordingly

AVATAR After-Hours Support

As part of our managed service contract, clients qualify for emergency after hours IT support to ensure urgent customer demands are met in a timely manner. Please note: after hour resources are limited and we ask that they are used during a critical or fatal IT related problem. A critical failure represents a production outage / complete loss of service or significant network functionality that is completely unavailable; and no workaround exists. Non-critical issues such as issues impacting a single user, an issue degrading performance but services are still operational, can be addressed during regular working hours 8:00AM – 5:00PM, M-F. In the instance in which a client has foreknowledge of a task or job that may require after hours support, we ask customers to let us know two weeks in advance.

Additional Perks

Clients enrolled in AVATAR’s MSP program enjoy added benefits including:

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    Discounted hourly IT support when client exceeds allotted contract hours

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    Access to an online ticketing system provided for documentation and tracking of support requests

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    All applicable administration passwords securely documented and available for customer

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    Purchasing support

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    On-site setup of new machines, computer maintenance/clean up, cable management, and dust removal

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    Access to AVATAR Computing’s encrypted / secure file transfer system (great for transferring files with personal identifiable information)

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    Physical breakdown, migration, and re-setup of IT equipment and hardware during the event of office relocation

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    Assist with phone systems as needed (proficient in VOIP based systems)

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    Support with audio, visual, multimedia

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    Support with the security of client websites

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    Address hardware failures as they occur and spearhead resolution including but not limited to part replacement, hardware upgrades, and testing

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    Remote access to all workstations managed by AVATAR Computing, Inc. will be made available to the user if requested.