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WHAT DOES “ANTI-VIRUS MANAGEMENT” MEAN?
Under anti-virus management, Mosaic performs a daily check to insure that:
The anti-virus has the latest signature files
The anti-virus is healthy and not corrupt
The anti-virus has been installed with a valid license
Mosaic anti-virus management also covers installation steps of our anti-virus software and virus removal on a best-effort basis if an
end user’s machine becomes infected.
OUR CONTRACTS WITH OUR CLIENTS DO NOT PERMIT US GIVING ACCESS TO A SUB-CONTRACTOR. WHICH
SERVICE PLAN SHOULD WE USE?
For performing the activities mentioned under Total Desktop Care and Server Watch, Mosaic engineers do not need any access
to the servers or workstations. All work done under these plans is through a list of pre-compiled remote diagnostic scripts which
cannot be modified.
HOW DO YOU ADDRESS THE ISSUES OF NON-COMPETE AND CONFIDENTIALITY?
We sign a standard confidentiality and non-compete agreement with our partners which prohibits Mosaic or its employees from
disclosing any information related to the partner or the partner's end-users. The agreement also forbids Mosaic from directly
marketing to the partners' end clients.
WHAT ARE THE PLATFORMS AND APPLICATIONS FOR WHICH SUPPORT IS PROVIDED UNDER THE VIRTUAL NOC
PROGRAM?
On desktops, the Virtual NOC service is available for Windows 2000, Windows XP and Windows Vista and for commonly used
desktop applications such as Internet Explorer, Outlook, Word, and Excel. On servers, we have expertise on the entire Microsoft"stack" such as Exchange, SQL Server, Sharepoint, as well as packages such as VERITAS BackupEXEC, ARCServe, Citrix
Metaframe, Symantec, Oracle and Linux.
WHAT METHODS OF COMMUNICATION DO YOU SUPPORT BETWEEN YOUR PARTNERS AND THE NOC?
We use phone and tickets to work and collaborate with our partners to deliver a managed service. Our partners can use our
built-in ticketing system (which supports e-mail to ticket functionality) or ConnectWise. Phone calls are made in emergency
situations such as when a server is down, or any time there is the threat of end-user downtime.
WHAT LEVEL OF CONTROL AND VISIBILITY DOES A PARTNER HAVE OVER THE WORK PERFORMED BY THE
ENGINEERS AT THE NOC?
Complete visibility of work being done by the NOC is provided to partners via the dashboard in the SAAZ software, whether it’s
alerts being processed, patches being deployed or service tickets being worked on. Secondly, all remediation done by the NOC
is only performed after receiving approval from our partner. For example, if we see a server condition that needs us to defrag an
Exchange Server, a ticket asking for approval will be sent to the partner. Only after such approval has been received will the
defragmentation be completed.
WHAT SECURITY AND CONTROL MEASURES ARE TAKEN TO MINIMIZE THE RISK OF DATA THEFT, LOSS OR
BREACH OF PRIVACY?
Mosaic has built many controls into its software and conducts security reviews with its NOC based on industry best practices. (We
use the CoBIT guidelines.) Here are just some of the security measures and features:
Our partners define the level of access given to Mosaic on the client machines
Every logon/logoff activity to the client's network is audited by the SAAZ software, and then reviewed by operations staff against
the reason given by the engineer; audits are available for review by our partners in real time
Communication of passwords via the Password Vault technology
Screen capture of maintenance activities done.
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Network Services 
