■ Dedicated Engineer from Signature Date.

■ Full Helpdesk Upon Onboarding Completion.

■ Asset Documentation, Standardization, and Optimization (typically 30-90 days).

■ 24x7x365 Live Remote Technical Support

■ Fully Staffed For Immediate Support 6am-6pm PST | 7am-7pm MST | 8am-8pm CST | 9am-9pm EST

■ Emergency After Hours Support Available via On-Call Engineer, Leave Message with Reception & Receive Call Back

■ Support Workstation Backups to Microsoft OneDrive

■ Support Microsoft Office 365 or Other Productivity Solutions

■ Support Minor Application Updates Upon Request

■ Educate and Correct User Errors (deleted files, corrupted files, etc.)

■ Anti-Virus ADR Management & Updates

■ Malware Protection & Remediation

■ Patch Management, Windows & Common Third Party Apps

■ PC Maintenance & Optimization

■ Vendor Liaison for Internet, Telecom, Line-of-Business Apps, and Warranty Claims

Exclusions:

■ Onsite Support

■ Third Party Software Training

■ Custom Development

■ Anything Not Listed Here at CyberStreams' Discression

■ 24/7 Automated Monitoring of Servers

■ Manage Servers and Microsoft Entra Services & Enterprise Applications

■ Performance Optimization and Preventive Maintenance

■ Monitor Server Services

■ Proactive Event Log Monitoring

■ Monitor Hard Disk Health & Utilization

■ Reboot Servers As Needed

■ Defragment Hard Drive & Repair Errors

■ Scheduled Off Hours Server Maintenance

■ Minor Application Updates Upon Request

■ Monitor & Verify Backups

■ Anti-Virus ADR Management & Updates

■ Malware Protection & Remediation

■ Patch Management, Windows & Common Third Party Apps

■ Vendor Liaison for Internet, Telecom, Line-of-Business Apps, and Warranty Claims

■ Administration & Management of Active Directory & Azure AD

■ Determine, Document, Implement Logical Directory Structure

■ Set Up and Maintain Groups & Group Membership

■ Clean, Prune & Optimize Directory Structure

■ Configure & Manage M365 Data Retention Policies

■ Alert Client to Dangerous Conditions

■ High Memory Utilization

■ Hard Disk Utilization

■ Hard Disk Health Issues

■ Network Connectivity Issues

Exclusions:

■ Onsite Support

■ Third Party Software Training

■ Custom Development

■ Anything Not Listed Here at CyberStreams' Discression

■ Provides, Deploy, Configure, License, and Maintain Standardized Firewalls, Switches, and Wireless Access Points (AP)

■ Check Firewall/Router Logs as Needed

■ Performance Monitoring & Capacity Planning

■ Monitor Network Devices and Internet Connectivity

■ Install Patches & Firmware Updates

■ Hardware Remains CyberStreams Property; Replaced as Needed to Maintain Functionality or Support Changes in Client Needs

■ Occasional Loaner Servers/Workstations for Failures or Temporary Needs, to be Returned Upon Resolution

Exclusions:

■ Client-Purchased Hardware Supported on Best-Effort Basis

■ Physical Cabling

■ Anything Not Listed Here at CyberStreams' Discression

■ Support Manage Network Printers on Local Print Server or CyberStreams Cloiud Print Server

■ Support & Manage Other Networked Devices As Needed

■ Support Manage Mobile Devices (Android, iOS, Windows Mobile) via ActiveSync, M365 Device Manager, or InTune

Exclusions:

■ Onsite Support

■ Third Party Software Training

■ Custom Development

■ Anything Not Listed Here at CyberStreams' Discression

■ Microsoft 365 Multi-Factor Authentication Enforcement via Security Defaults or Conditional Access Policies

■ Apply Anti-Malware, IDS/IPS & Other Signature Updates

■ Manage Groups, Accounts, Policies, Shares, Remote Access, VPN

■ Enable & Train Users How to Use Email Encryption via Microsoft 365 Message Encryption or CyberStreams Email Protection

■ Enforce/Audit/Report on Endpoint Encryption Status via ActiveSync, M365 Device Manager, or InTune

■ Monitor Users Web Use via CyberStreams Network Equipment and/or DNS Protection

■ Website Content Filtering via CyberStreams Network Equipment and/or DNS Protection

■ Manage Email Protection via Microsoft EOP, ATP, ZAP or CyberStreams Email Protection

■ Monitor for Abnormal User Activity via CyberStreams Network Equipment or Microsoft 365 Protection

Exclusions:

■ Advanced Pen Testing

■ vCISO & Compliance Frameworks (available as add-ons)

Manage the following vendor relationships:

■ Phone, Telco, and Internet

■ Copiers, Faxes & Scanners

■ Website Designer and Hosting Company

■ Proprietary Software Applications

■ Software License & Support Agreement Management

■ Hardware Warranty & Lifecycle Management

■ Remote Monitoring & Management + Ticketing System Available to Staff

■ vCIO Strategy, Advice, and Budget Planning Meetings

Exclusions:

■ vCISO

■ vCAIO

■ Anything Not Listed Here at CyberStreams' Discression

■ Support & Troubleshoot Microsoft Applications

■ Support & Troubleshoot Adobe Applications

■ Support & Troubleshoot Apple Applications

■ Support & Troubleshoot Internet Explorer, Edge, Firefox, Chrome, Safari

■ Support & Troubleshoot Line of Business Applications

Exclusions:

■ Anything Not Listed Here at CyberStreams' Discression

■ Assumes All Users Assigned Microsoft 365 Business Premium, E5, or Equivalent Licenses

■ Migration to and Management Under CyberStreams CSP Licensing Portal, Consolidated Billing

■ Licensing Provided at Then-Current MSRP (Pass-Through Pricing)

Exclusions:

■ Complex Migrations/Reconfigurations (Billed Separately)

■ Email Mailbox/File/Sharepoint/Etc Migrations

■ Advanced Compliance Setup (e.g., Purview Audits)

■ Custom Scripting/Automation

■ Third-Party Add-Ons (e.g., Backup Tools)

■ Anything Not Listed Here at CyberStreams' Discretion

■ Baseline Inventory, That is Seats/Devices in Initial Order, are Covered Under CyberStreams One Plan

■ Minor Adjustments (e.g., Name/Email Updates) are Completed at Best-Effort and Included at CyberStreams Discression

■ All MAC Work Requires Ticket Approval Prior to Start

■ MAC Work, Such as User/Device Additions, Office Moves, Major Config Changes are Billable at Then-Current Rates

Exclusions:

■ Unlimited/Free MACs

■ Onsite Moves

■ Anything Not Listed Here at CyberStreams' Discretion

■ On-Site Support Included for Proactive, Planned or Critical Issues (When Determined Necessary by CyberStreams)

■ Available 8am-5pm Local Time, Monday-Friday (Excluding Federal Holidays)

■ Benefits vs. Billed Separately: No Travel/Time Surprise Fees for Covered Visits – Predictable Costs & Faster Resolution When On-Site Required

■ Scheduled at CyberStreams' Discretion & Availability (Not On-Demand)

Exclusions:

■ Unscheduled/After-Hours/Emergency Visits

■ Moves/Additions/Changes (MACs)

■ Hardware Installation Beyond Standard Scope

■ Client-Requested Non-Critical Visits

■ Anything Not Listed Here at CyberStreams' Discretion

■ Support & Manage Network Printers via CyberStreams Cloud Print Server (PrinterLogic by Vasion) – No On-Prem Print Servers Required

■ Policy-Based Printer Deployment (Group Membership, IP Range, Floorplan Mapping)

■ Print from Anywhere & Any Device (Windows, macOS, ChromeOS, iOS, Android)

■ Self-Service Portal for End-Users (Reduces Helpdesk Tickets)

■ Secure Release & Badge Authentication Support

Exclusions:

■ Printer Hardware/Toner/Maintenance

■ Custom Scripting

■ Third-Party Print Tools (e.g., PaperCut)

■ Anything Not Listed Here at CyberStreams' Discretion

■ All Servers Backed Up by Default, Critical Workstations Backed Up Upon Request

■ Monitor, Validate & Remediate Server & Critical Workstation Backups 

■ Monitor & Remediate Offsite Backups 

■ 1TB Retention & Storage Storage Per Server, 250GB Retention & Storage Per Workstation

■ As little as 1 Hour Recovery Point Objective (RPO) & Recovery Time Objective (RTO)

■ Air Gap Firewall Ensures Backups Cannot Be Deleted by Malware 

■ File/Folder, Image, VM, Bare Metal (Disparate Hardware) Restore 

■ Disaster Recovery of Server(s) – Run Servers in Our Cloud

■ Daily backups with 30-day retention (longer available as add-on).

■ Automated Test Restores Weekly, Booted In Cloud & Screen Shot of Login Screen

Exclusions:

■ Data Recovery From Ransomware Decryption (Ransom Payment Never Covered)

■ Client-Purchased Backup Software or Hardware Supported on Best-Effort Basis

■ Anything Not Listed Here at CyberStreams' Discression

■ Annual Cyber Security Awareness Training

■ Weekly 4-Minute Micro Training & Testing (Nanos)

■ Monthly Cyber Security Awareness Newsletter

■ Microsoft 365 & Google Productivity & Security Training

■ Foundational Artificial Intelligence Productivity & Security Training

■ Employee Dark Web Monitoring & Alerts

■ Regularly Scheduled Simulated Phishing Campaigns

■ Catch Phish Outlook Plugin (In-Email Reporting & Training)

■ Employee Secure Score (ESS) Dashboard & Leaderboard (Gamification)

■ Employee Vulnerability Assessment (EVA – Phish-Prone Scoring)

■ Cyber Security Risk Assessment & Reporting

■ Security Policy Templates & Employee Acknowledgement Tracking

Exclusions:

■ Advanced Compliance Consulting (e.g., HIPAA Audits)

■ Custom Training Content

■ Breach Incident Response/Remediation

■ Anything Not Listed Here at CyberStreams' Discretion

■ Next-Generation Endpoint Protection (Lightweight Cloud-Based Agent)

■ AI & Machine Learning Behavioral Threat Analysis

■ Real-Time Cloud Threat Intelligence (Billions of Daily Samples)

■ Multi-Vector Protection (Files, Scripts, Exploits, URLs, Phishing)

■ Automated Detect & Response (ADR) with Ransomware Rollback Journaling

■ Offline Script & Exploit Shielding

■ Actively Human-Managed & Monitored by CyberStreams

Exclusions:

■ Breach Incident Response/Forensics (Beyond Containment)

■ Custom Policy Development

■ Third-Party EDR/MDR Tools

■ Anything Not Listed Here at CyberStreams' Discretion 

■ Microsoft 365 Cyber Risk Assessments & Baseline Scoring

■ Real-Time Alerts for Active Threats, Policy Violations & Anomalous Activity

■ Automated Detection & Containment of Compromises (Business Email Compromise, Token Theft, Rogue Apps/Rules)

■ Scheduled SaaS Security & Risk Reports with Attack Autopsy Timelines

■ Monitoring for Abnormal User Behavior & Lateral Movement

Exclusions:

■ Full Forensic Investigations/Breach Response (Beyond Automated Containment)

■ Non-Microsoft SaaS Platforms

■ Custom Remediation Scripting

■ Anything Not Listed Here at CyberStreams' Discretion

■ DNS-Level Threat Blocking for Malware, Phishing & Malicious Domains (On/Off-Network)

■ Roaming User Protection (Any Connection – Home, Public WiFi, Cellular)

■ Network-Level Filtering (Corporate LAN, Guest WiFi, IoT Devices – No Agent Required)

■ Content & Web Usage Filtering (80+ Categories, Custom Policies)

■ DNS over HTTPS (DoH) Support for Privacy & Security

Leak Prevention (Blocks Alternate DNS Bypasses)

■ Granular Threat, Usage & Analytics Reporting (API/BrightGauge Integration Available)

■ End-User Support, Policy Updates & Configuration Changes

Exclusions:

■ Guaranteed 100% Threat Block (Best-Effort)

■ Custom API Development

■ Hardware/Router Configuration

■ Non-DNS Threats (e.g., Endpoint Malware)

■ Anything Not Listed Here at CyberStreams' Discretion

■ Multi-Layer Inbound/Outbound Filtering for Spam, Malware & Viruses

■ Advanced Threat Protection with Malware Sandboxing & URL/Link Analysis

■ AI-Driven Impersonation, Spear-Phishing & BEC Detection (Learns Communication Patterns)

■ Behavioral, Heuristic & Anomaly Detection for Zero-Day Threats

■ Post-Delivery Threat Remediation (Auto-Remove Fraudulent Emails from Inboxes)

■ Account Takeover & Domain Fraud Protection (DMARC Reporting/Enforcement)

Exclusions:

■ Full Breach Forensics/Incident Response

■ Non-Email Threats (e.g., Endpoint)

■ Custom Policy Development Beyond Templates

■ Anything Not Listed Here at CyberStreams' Discretion

■ Secure Encrypted Storage for Corporate & Personal Passwords (Separate Profiles)

■ Secure Password Sharing (Internal Teams or External Contacts with Role-Based Access)

■ Automatic Password/Form Autofill & Capture Across Websites/Apps

■ Cross-Device Sync (Windows, macOS, iOS, Android, Browser Extensions)

■ Built-In Password Generator & Strength Auditing

■ Dark Web Monitoring with Risk Alerts

■ Centralized Backups & Security Reports

■ Two-Factor Authentication (2FA) Support

Exclusions:

■ Personal Vault Management/Recovery (Client Responsibility)

■ Breach Incident Response/Forensics

■ Custom Integration/Development

■ Anything Not Listed Here at CyberStreams' Discretion

■ Automatic Sensitive Data (PII/PHI/PCI) Discovery Across Endpoints & Cloud

■ Monetary Risk Quantification & Tracking Over Time (USD Value per File/Type)

■ Transparent File-Level Encryption (AES-256, Zero Productivity Impact)

■ Real-Time Monitoring of Data Flows & Shadow Risks

Policy Enforcement & Automated Remediation (Encryption Based on Risk Thresholds)

■ Preconfigured Compliance Templates (HIPAA, GDPR, CCPA, PCI, etc.)

■ Single-Pane Dashboard for Visibility, Alerts & Reporting

Exclusions:

■ Full Breach Forensics/Incident Response

■ Custom Policy Development Beyond Templates

■ Non-Endpoint Data Sources (e.g., Databases)

■ Anything Not Listed Here at CyberStreams' Discretion

■ 24x7 CyberStreams SOC Monitoring, Triage, False Positive Resolution & Actionable Remediation

■ Advanced Endpoint Detection & Response (EDR) with Malware/Ransomware Defense, Host Isolation & Behavioral Protection

■ Real-Time Alert Correlation, Threat Intelligence Filtering & Behavioral Analytics

■ Forensic Data Collection & Incident Response Capabilities

■ Full SOAR Automation for Threat Containment & Response

■ Direct Integrations: Microsoft 365, SaaS Apps, Network Devices & Suricata IDS (Appliance Required)

■ Extended Log Retention up to 7 Years (Standard 1 Year)

Pre-Built Compliance Reporting (PCI, HIPAA, NIST, CMMC Support)

Exclusions:

■ Physical/Virtual Appliance Purchase/Setup (Billed Separately)

■ Full Breach Forensics/Recovery Beyond Containment, Custom SOAR Scripting

■ Guaranteed Threat Prevention/Remediation Times, Anything Not Listed Here at CyberStreams' Discretion

■ Fractional vCISO Hours, Scalable Dependent on Client Needs, Coaching to Hands-On Guidance

■ Cybersecurity Gap Analysis & Roadmap Development

■ Risk Assessments, Secure Score Audits & Hardening Recommendations

■ Security Policy & Procedure Development/Customization

■ Disaster Recovery & Business Continuity Planning

■ Compliance Management & Support (HIPAA, PCI, CMMC, NIST, CIS Controls, etc.)

■ Penetration Testing as a Service (PTaaS – Vulnerability Scans & Ethical Hacking)

■ Cyber Insurance Application Assistance & Third-Party/Vendor Reviews

■ Regulatory Audit Preparation & Response Support

Exclusions:

■ Full-Time Dedicated CISO

■ Implementation/Remediation Beyond Guidance (Billed Separately)

■ Custom Tool Development/Scripting

■ Breach Incident Response/Forensics

■ Anything Not Listed Here at CyberStreams' Discretion

■ Services Performed to Generally Accepted Industry Standards

■ "Best Effort" for Issues Beyond CyberStreams Control (ISP Outages, Third-Party Bugs, Force Majeure)

■ Client Must Maintain Valid Software Licenses, Software & Hardware Vendor Support Agreements, Provide Timely Access/Cooperation (Including End-User Cooperation e.g., Timely Password Resets, Not Disabling Agents/Monitors), and Follow Recommendations

■ Support for Chronically Failing, End-of-Support or Unsuitable Equipment Provided on Best-Effort or Time-and-Materials Basis (Replacement Recommended)

■ Remote Delivery Standard; Onsite Work Billed at Then-Current Rates or Project Quote Unless Specifically Included In Subscribed Services

■ Out-of-Scope/Project Work Requires Written Approval and Billed at Then-Current Rates

■ Response Times Are Targets Only (No Service Credits or Remedies; No Guaranteed Uptime Unless Explicitly Specified)

■ List Not Exhaustive; Other Solutions Supported as Needed on Best-Effort Basis

Exclusions:

■ Guaranteed Uptime or Response Times

■ Onsite Work (Billed Separately Unless Specifically Included)

■ Third-Party Vendor Coordination Beyond Liaison

■ Data Recovery from Ransomware

■ Client-Caused Loss/Corruption (e.g., User Error, Unauthorized Changes, Non-Compliance with Policies)

■ Hardware Procurement/Maintenance

■ Custom Development/Training

■ Anything Not Listed in Applicable Service Descriptions at CyberStreams' Discretion