Antivirus Back to Top

Services to be provided by Region 7 ESC:

• Licensing for Webroot® antivirus
• Initial configuration of policies and notifications
• Deployment assistance with Group Policy

Customer agrees to the following:

• Removal of existing antivirus products is the responsibility of the Customer. Assistance removing antivirus products may incur additional hourly charges.
• Any antivirus policy changes may incur additional hourly charges.
• Virus removal is the responsibility of the Customer. Any Region 7 ESC assistance to clean infected devices will incur additional hourly charges.
• Customer agrees to all terms of the Webroot® end user agreements.
• In no event will Region 7 ESC be liable for any consequential, indirect, exemplary, special, or incidental damages, including any lost or damaged data and expenditures, arising from or relating to Webroot® Antivirus Software.

AWS Glacier Backups Back to Top

Services to be provided by Region 7 ESC:

• Configure access to AWS Glacier storage in the amount indicated
• Configuration of backup software
• Configuration of initial backup policies

Customer agrees to the following:

• Customer is responsible for testing and ensuring the integrity of the cloud backups.
• Customer agrees to all Amazon AWS Customer Agreements.
• Region 7 ESC reserves the right to take any necessary action(s) to prevent security issues.

AWS Hosted Servers Back to Top

Services to be provided by Region 7 ESC:

• • Cloud based Windows 2016 Server with RDP access
• • Creation and maintenance of any required VPN tunnels
• • One (1) internet accessible IP address if required
• • Power on/Power off maintenance as required

Customer agrees to the following:

• Customer is responsible for all services and software installed and running on the server
• All security patches and relevant updates must be applied as they are released
• All installed software will be supported vendor releases and security patches must be applied as they are released
• Customer agrees to all Amazon AWS Customer Agreements
• In the event the server is misconfigured or compromised, Region 7 ESC reserves the right to take any action necessary to prevent security issues.

Prepaid IT Support Back to Top

Services to be provided by Region 7 ESC:

• Active Directory Domain Services configuration and Support
• Group Policy Management configuration and support
• Dynamic Host Configuration Protocol (DHCP) configuration and support
• Domain Name System (DNS) configuration and support
• Windows Server 2008 or later configuration and support
• Vendor supported Linux and BSD distribution configuration and support
• Local Area Network (LAN) Routing and Switching configuration and support
• Wireless Local Area Network (WLAN) configuration and support
• Google Apps for Education (GAFE) configuration and support
• Network Design
• LAN /WLAN troubleshooting
• Server OS/hardware troubleshooting
• Antivirus Management server configuration and support
• Voice over Internet Protocol (VoIP) Phone system support
• Windows 7 Professional or later desktop support
• Any Information Technology related support not listed but requested by Customer

Customer agrees to the following:

• Support will be billed in 30 minute increments
• Travel time to and from Customer’s location(s) will be included in hourly charges
• On-site support will be a minimum 4-hour charge
• If Customer exhausts all support hours before August 31, 2019, support will be provided at an hourly rate of $100/hour.
• Service requests must originate from the district Superintendent or an individual listed on the Information Technology Services Contact Form Service requests may be sent to Region 7 ESC’s ticketing system via email at support@esc7.net or by phone at 903.988.6940
• A service request will be created for communications made by phone, email, chat, instant message, or text message directly to Region 7 ESC staff sent from designated Customer contacts
• Remote support will be provided within 8 business hours of the service request
• On-site support will be provided within 3 business days of the service request
• Services provided will be limited to tasks that are required to complete the service request
• On-site and remote support are only available during Region 7 ESC business hours
• Invoices will be sent approximately the first week of each month for services provided the previous month.
• All software/hardware supported must be on a vendor supported version.
• Customer must maintain any necessary vendor licensing or support agreement.
• Any cost for additional/replacement hardware, software licenses, cabling or connectors to complete the service request will be the responsibility of the Customer
• Unused support hours do not carry over to the next fiscal year when purchasing a 16-hour block
• Unused support hours will carry over one fiscal year when purchasing a 40-hour block
• Network Monitoring - Customer will supply a device for use as a PRTG probe per www.paesler.com recommendations
• Network Monitoring - Customer will supply credentials and SNMP community strings for monitored devices. Any configuration required to monitor district equipment may incur additional hourly charges.

Prime IT Support Back to Top

Services to be provided by Region 7 ESC:

Unlimited Remote Assistance for the following:

• Active Directory Domain Services configuration and Support
• Group Policy Management configuration and support
• Dynamic Host Configuration Protocol (DHCP) configuration and support
• Domain Name System (DNS) configuration and support
• Windows Server 2008 or later configuration and support
• Vendor supported Linux and BSD distribution configuration and support
• Local Area Network (LAN) Routing and Switching configuration and support
• Wireless Local Area Network (WLAN) configuration and support
• Google G-Suite configuration and support
• Network Design
• LAN /WLAN troubleshooting
• Server OS/hardware troubleshooting
• Antivirus Management server configuration and support
• Detailed network and server monitoring
• IP Address Management
• One (1) vulnerability assessment in September
• One (1) vulnerability assessment in February
• Vulnerability remediation on servers and network devices
• AWS backup configuration and maintenance

Customer agrees to the following:

• On-site support is not included with the Prime IT service. On-site support will be billed at an hourly rate or deducted from pre-paid IT support hours.
• Desktop and peripheral device (e.g. printers, document cameras) support is not included with the Prime IT service.
• Support for anything not listed in the “Unlimited Remote Assistance“ list above is not included with the Prime IT Service.
• Service requests must originate from the district Superintendent or an individual listed on the Information Technology Services Contact Form
• Service requests may be sent to Region 7’s ticketing system via email to support@esc7.net or by phone at 903.988.6940
• A service request will be created for communications made by phone, email, chat, instant message or text message directly to Region 7 ESC staff sent from designated Customer contacts
• Remote support will be provided within 8 business hours of the service request
• On-site and remote support are only available during Region 7 business hours
• All software/hardware supported must be on a vendor supported version.
• Customer must maintain any necessary vendor licensing or support agreement.
• Any cost for additional/replacement hardware, software licenses, cabling or connectors to complete the service request will be the responsibility of the Customer
• Routine maintenance will be performed on Wednesday evenings between 7PM and 11PM. Access to network services may be impacted during this time. We will provide notification of maintenance to be performed, reason for maintenance, as well as services affected. Although these windows are established, all windows may not be utilized and durations may vary.
• Network Monitoring - Customer will supply a device for use as a PRTG probe per paesler.com recommendations

Vulnerability Assessments Back to Top

Services to be provided by Region 7 ESC:

• Conduct vulnerability scans and web application vulnerability scans and provide Customer with the findings.
• Attempt to identify security vulnerabilities on all discoverable devices and hosts within the specified IP range on Customer’s network. All discovered devices and hosts within Customer’s network and system administrative control will be subject to scanning; however, Region 7 ESC does not guarantee that all devices or hosts will be assessed.
• Generate reports from the automated scanner based on the findings of the scan and provide Customer with results in PDF format

Customer agrees to the following:

• Customer shall not intentionally place an unsecured system or device in the assessment scope.
• Customer shall provide a contact list to include staff capable of administering Customer’s computer systems.
• Customer is responsible for obtaining all necessary approvals before the Vulnerability Assessment begins
• Customer is responsible for notifying all third parties which control its network access, Internet service, and/or web applications.
• Customer is responsible for providing all IP Addresses of systems that should be excluded from the vulnerability assessment
• Customer will notify Region 7 ESC if anomalies such as system failure, inappropriate use of resources, or an actual malicious attack are discovered during the vulnerability assessment.
• Region 7 ESC makes no representation or warranty that its security services will disclose all vulnerabilities.
• In no event shall Region 7 ESC be liable for damages of any kind or nature that may arise from the services provided.
• In no event shall Region 7 ESC be liable for service interruptions of any kind or nature that may arise from the services provided.
• Scanning, probing and vulnerability assessment tools are aggressive in their actions and may affect the serviceability of poorly configured or overextended systems or services. Customer should be prepared to restore a damaged system from a recent, acceptable backup within an acceptable time as determined by Customer.

KnowBe4 Security Awareness Training (Requires Prime IT Support Plan) Back to Top

Services to be provided by Region 7 ESC:

• Active Directory Integration
• Up to four (4) Phishing Campaigns
• Up to two (2) Training Campaigns per year
• One (1) remedial training campaign setup for phish-prone users