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Proactive Care
Managed Antivirus
Service Description
Proactive Care
Managed Antivirus Service Description
Page | 2
Contents 1 Description ................................................................................................................. 3
1.1 What is a Service Description? ......................................................................... 3
1.2 Service Descriptions ......................................................................................... 3
2 Document Information ............................................................................................... 4
2.1 Document History ............................................................................................. 4
3 Proactive Care Managed Antivirus ............................................................................ 5
3.1 What is Proactive Care Managed Antivirus? .................................................... 5
3.2 Service Levels ................................................................................................... 5
3.3 Roles and Responsibilities ................................................................................ 7
Proactive Care
Managed Antivirus Service Description
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1 Description
1.1 What is a Service Description? The Umbrellar Service Description defines the services offered and specific conditions
for each of these Services. This document forms part of our General Terms and
Conditions. The overall terms comprise:
a) Sales Proposal including a Schedule of Services purchased or a signed Master
Services Agreement
b) Umbrellar Service Descriptions detailing the conditions of Services purchased
c) General Terms and Conditions
1.2 Service Descriptions The below service descriptions define the elements delivered as part of the contracted
products. This will include the inclusions, exclusions, service levels, product options and
associated support model.
Proactive Care
Managed Antivirus Service Description
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2 Document Information
2.1 Document History This document has been through these revisions:
Date Status Version Edited by Description for Changes
26/03/2019 Approved 1.0 ILK Initial version
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Managed Antivirus Service Description
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3 Proactive Care Managed Antivirus
3.1 What is Proactive Care Managed Antivirus? 1. Proactive Care Managed Antivirus is an optional managed service offering within
the customer’s Umbrellar managed estate, that has a level of service applied by
Umbrellar, where normally the customer would have responsibility.
2. Proactive Care Managed Antivirus requires the server being part of an active
Proactive Care plan.
3. Proactive Care Managed Antivirus is purchased on a per server basis.
3.2 Service Levels
Features Details
Scope Managed Antivirus
Technical Support Business hours* access to Support
Engineers via email, phone and online.
Who Can Open Cases Unlimited contacts / unlimited cases
Endpoint deployment (target device needs to
meet vendor requirements)
Endpoint configuration
Respond to antivirus alerts
First Response time to antivirus alerts 4 hours during business hours
General Enquiries (P4) <8 business hours
After-hour Support Emergency Support only via call-out (chargeable as per published after-hour rate unless it is
an issue of the underlying infrastructure.)
* Charges may apply to any escalations after hours.
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Managed Antivirus Service Description
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1. Call Out is defined as our teams being available outside of Business hours for
response. Our call out team are raised by system alerting or inbound cases being
raised through available phone channels.
2. Umbrellar will respond to any antivirus alerts, review them and take necessary
actions to resolve the alert during business hours. Umbrellar will advise the
customer accordingly when remediating alerts, as required.
3. If an incident is discovered or reported as affecting customer data, Umbrellar will
provide a report to the customer with the infected files and recommended actions.
4. Umbrellar will provide monthly exception reporting around health of the fleet,
definition updates and assets not checking in to the portal etc.
5. Umbrellar will not take any responsibility for the integrity of customer data.
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Managed Antivirus Service Description
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3.3 Roles and Responsibilities
Service Level Tasks Umbrellar Customer
Support and Subscription Management
Provide the antivirus license R/A C/I
Provide named technical contact C/I R/A
Keep technical contact up-to-date C/I R/A
Escalate issues to vendor if necessary R/A C/I
Antivirus Endpoint
Deploy endpoint R/A C/I
Maintain endpoint configuration R/C A/I
Provide endpoint configuration C/I R/A
Provide file level exclusions C/I R/A
Respond to antivirus alerts R/A C/I
