• Critical Infrastructure Support (Available 24 Hours a Day, 7 Days a Week): Response to critical issues severely impacting business operations such as server down or network outages.

• Help Desk Support (8:00 AM – 5:00 PM, Monday – Friday EST): Remote assistance for day-to-day issues related to user applications and devices.

• On-Site Support (As Needed): In-person troubleshooting when remote solutions are insufficient.

• Patching & Updates: After-hours updates to keep servers, desktops, applications, and network equipment secure and compliant, ensuring critical systems remain protected.

• Remote Monitoring & Management: 24/7 system health monitoring of servers, network infrastructure, and endpoints to detect issues proactively and ensure continuous uptime. This includes tracking system performance, resource utilization, and health metrics to prevent downtime.

• 24/7 Security Operations Center (SOC): Our third-party SOC continuously monitors your computers, servers, and Microsoft 365 environment to identify, analyze, and respond to suspicious activities in real time.

• Application Control: Prevent unauthorized or harmful applications from running on your systems, ensuring that only trusted software is used in your environment.

• Dark Web Scanning: Monitor Client email domains for exposed credentials on the dark web, identifying compromised passwords and accounts at risk.

• Encryption Services: Ensure full-disk encryption for data at rest and for data in transit, safeguarding sensitive information.

• Endpoint Security Software: Advanced antivirus with Endpoint Detection and Response (EDR) capabilities, providing continuous monitoring and real-time threat response to detect, isolate, and contain malware, ransomware, and other cyber threats across all computers and servers.

• Mailbox Monitoring: Monitor all licensed mailboxes for suspicious activity through our SOC, preventing unauthorized access or misuse.

• Managed Threat Detection & Response (MDR): MDR offers real-time detection and mitigation of threats by continuously monitoring endpoints and Microsoft 365. Compromised devices can be quarantined, and suspicious accounts blocked immediately to contain potential breaches, ensuring swift action and minimal business disruption.

• Multi-Factor Authentication (MFA) Administration: Secure access to business-critical systems with MFA, reducing the risk of unauthorized access.

• Password Management: Maintain secure password practices with HSL supplied password manager, ensuring employees follow best practices for credentials management. Store and share company wide passwords. Autofill passwords into web fields for faster access.

• Privileged Access Management (PAM): Controls and monitors elevated access by granting temporary administrative rights only when needed, reducing risks associated with over-permissioned accounts and protecting critical systems from misuse.

• Security Awareness Training: Our security awareness training program ensures employees are equipped with the latest cybersecurity knowledge and skills. It includes annual training, weekly micro quizzes, monthly newsletters, and simulated phishing campaigns to keep individuals engaged and sharp in identifying and responding to threats effectively.

• Vulnerability Scanning & Remediation: Internal and external vulnerability scans to detect and address potential weaknesses in your systems before they can be exploited by attackers. Our remediation efforts are continuous, ensuring identified vulnerabilities are prioritized and resolved promptly to maintain a strong security posture.

• Web Content Filtering: Web filtering ensures that employees only access business-appropriate websites.

• Device-Level Backup: Includes laptops and desktops. Image based and folder/file-based backups of computers. Capable of restoring individual files and folders from workstations to prevent data loss due to hardware failure or cyberattacks.

• Microsoft 365 Backup: Includes backups of Exchange mailboxes, OneDrive, and SharePoint data, ensuring critical cloud-based information is protected.

• Server-Level Backup

  • Business Continuity and Disaster Recovery (BCDR): BCDR offers full backups with the ability to restore files, folders, or entire server images. In the event of a failure, virtualization allows systems to run either locally or in the cloud, ensuring operations continue without waiting for replacement hardware.

  • Image-Only Backup: This option stores a complete server image but does not support virtualization. While it provides the ability to restore files, folders, or server images to new hardware, recovery depends on having replacement hardware available if a system failure occurs.

• Microsoft 365 Licenses & Support: Licenses for Microsoft 365 and the administration and troubleshooting for email, Teams, SharePoint, and other Microsoft services. Includes backup for Microsoft 365 data (mailboxes, OneDrive, and SharePoint).

• Network Support: Maintenance of firewalls, routers, switches, and wireless access points. Coordination with your Internet Service Provider (ISP) when needed.

• Voice over Internet Protocol (VoIP) Phone System Support: Maintenance and support for VoIP systems provided by or approved by HSL. VoIP costs are billed directly by the VoIP manufacturer unless Client utilizes Microsoft Teams.

Bring Your Own Device (BYOD) & Mobile Device Management: Securely manage personal (BYOD) and corporate devices through a Mobile Device Management platform to maintain access control and data security across the organization.

Client Hardware Setup & Configuration: Handle the installation and configuration of new computers and peripherals ensuring seamless integration with your business operations.

Vendor & Asset Lifecycle Management: Manage technology vendors and service agreements to track warranties, asset health, and key lifecycle events, ensuring proactive upgrades and replacements.

• Door Access Control Systems: Manage and maintain door access control solutions, remote support assistance with user account creation and deactivation.

• IP-Based Security Camera Systems: Manage and maintain IP-based surveillance systems, including user access setup and camera layouts.

• Client Portal: Submit and track support tickets, request new services, and gain real-time insights into your IT infrastructure.

• Client Success Manager: A dedicated manager providing regular check-ins and proactive support to align IT services with your business needs.

• Financial Forecasting for IT Needs: Plan for future technology investments and upgrades with detailed budgeting assistance.

• IT Strategy & Business Analysis: Align technology solutions with your business goals through regular evaluations and recommendations.

• Payment Portal: Review invoices, manage billing, and securely submit payments online.

• Policy & Procedure Documentation: Develop IT-related policies to ensure compliance with industry standards.