Service Description
Cor IT MANAGED SERVICES
Service Overview Cor IT Managed Services
Cor IT Managed Services is designed to be a comprehensive technology solution for small to medium businesses in all sectors. Focused around the Microsoft 365 productivity suite, Cor IT Managaed Services enables clients to best leverage their technology investments.
Cor IT Managed Services includes the following five key service areas to deliver success:
Service Desk – A team of engineers ready to solve your issues, on a 24/7 basis, including telephone, remote and on-site support
Professional Services – A team of professionals delivering consulting, advisory and implementation services.
Security Operations – A 24/7 team of security specialists to proactively monitor risks and react to any security incidents to keep you safe around the clock.
Technology Success – Technology Success team with a dedicated account manager who ensures your digital strategy is aligned to best practice standards.
Centralised Services – A team of engineers monitoring and managing your environment, updates, backups and all other central systems from our NOC.
Service Scope
Service
Description
Included Scope
User Support
Our Service Desk team are available 24/7 to assist with all your support needs. Delivering support through our remote support tools, while actively monitoring your systems for critical failures.
- Unlimited service desk and support (24x7x365), via email, chat, phone, portal
- All licensed Microsoft 365 apps and features
- Business apps that have been nominated for support
- Escalation of application issues with nominated support vendor
On-Site Support
When required and when the service desk team are unable to resolve remotely, on-site support at your office will be provided.
- Within Auckland, Wellington and Christchurch.
- During standard business hours.
- Where Service Desk are unable to resolve remotely.
Device Monitoring and Management
We manage corporate-owned devices, ensuring they are optimized and up-to-date with the latest feature updates and security patches. Through RMM (Remote Managed Monitoring), we support one corporate workstation and one corporate mobile device per named user.
- Preventive Maintenance – Proactively manage vulnerabilities by monitoring Windows and macOS for known threats and applying high-risk or critical security patches to managed devices within 14 days of release, while considering change control and availability.
- Pilot Groups – Deploy pilot groups to minimize the risk of unstable vendor updates, ensuring smooth and stable implementation across systems.
- Antivirus Management – Utilize Microsoft Defender for Business to manage antivirus protection, safeguarding devices from malware and threats.
- Automated Application Deployment and Updates – Automate the deployment and updates of applications to streamline operations and ensure devices remain current.
- Windows Autopilot Deployment – Simplify device provisioning with Windows Autopilot for efficient and secure deployment.
- Mobile Device Management – Manage iOS and Android devices effectively, ensuring they are secure and compliant.
Starters, Movers, Joiners, Leavers
Our team will handle all starter, mover, and leaver requests in accordance with our mutually agreed-upon process.
- New user onboarding and account provisioning
- Managing user moves and role changes
- Offboarding processes, including data archival or deletion for departing users
ITDR, EDR and SOC (Security and Threat Protection)
CorIT believes in a multi-layered security prevention and detection system. Providing a 24/7 Security Operations Centre (SOC) in house augmented by third party additional monitoring, to provide endpoint monitoring and analysis to detect and address suspicious activity as needed. Additionally, we safeguard your Microsoft Cloud by analyzing user, tenant, and application data, enhanced by threat intelligence feeds, to effectively neutralize risks posed by malicious actors.
- ITDR (Identity Threat Detection and Response): Designed to detect and respond to identity-based threats within your IT environment.
- EDR (Endpoint Detection and Response): Designed to protect against advanced cyber threats by continuously monitoring, detecting, and responding to suspicious activity on endpoints
- Malicious Process Behavior Analysis: Detects and stops suspicious hacker activities on managed endpoints.
- Ransomware Canaries: Monitors lightweight files for early detection of ransomware.
- Open Port Detection: Strengthens perimeter defenses by identifying exposed entry points before attackers.
- Proactive Microsoft 365 Threat Response: Protects against session hijacking, credential theft, malicious inbox rules, account takeovers, and business email compromise (BEC) attempts.
Microsoft 365 Backup and Recovery
Safeguard your essential Office 365 data with an automated offsite backup solution.
- Automated Backups: Our solution automatically backs up your important Microsoft 365 data, such as emails, documents, and team chats, on a regular basis, so you don’t have to worry about losing any information.
- Easy Data Recovery: If you ever need to restore something—like a deleted email or file—you can do it easily. Our system allows you to recover specific items or even entire folders with just a few clicks.
- Security and Compliance: We prioritize your data’s security. Our backups are stored safely and comply with industry regulations, giving you peace of mind that your sensitive information is protected.
- Quick Search and Restore: If you need to find a specific document or email, our advanced search feature helps you locate it quickly. You can then restore it instantly, minimizing any disruptions to your workflow.
- Status Updates and Reports: Stay informed with regular updates and reports about your backup status. You’ll know exactly what’s backed up and when, ensuring everything is running smoothly.
Third party and Vendor Management
Our support team will handle escalations to your designated vendors and third parties, including network or telephony providers.
- Third parties identified during onboarding, along with agreed-upon support protocols.
- Updates can be made throughout the support lifecycle, typically during quarterly business review (QBR) meetings with your account manager.
System requirements
- Supported Microsoft Windows Professional / Enterprise versions (x86 and x64)
- Supported macOS versions (last three versions)
- Supported iOS and Android versions
Exclusions
- Manual application installations
- Manual Workstation setup (manual tasks to prepare device for new/changed user)
- End user training: outside that which is delivered through CorTech Client Portal.
Process Summary
We use the following processes aligned to ITIL standards to deliver this service.
- Incident Management – Available on request
- Problem Management – Available on request
- Change Management – Available on request
Billing
The Cor IT Managed Services service is charged for per user monthly in arrears.
We bill monthly in arrears by Direct Debit. An invoice will be generated on the last day of each calendar month, and this will be automatically debited from your account on the 15th of the following month.
Have any questions about our services, please contact us today
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