Aligned Tek Managed Services Glossary

After Hours Support Services: Support outside Aligned Tek’s standard business hours intended to address urgent issues affecting the availability or security of Client’s Systems. Includes intake, triage, troubleshooting and communication as necessary to restore normal operations as quickly as reasonably possible.

Central Services / Full Device Service Management and Device Patch Management: Ongoing oversight of all covered endpoints with the goal of maintaining consistent performance and reducing security exposure. Aligned Tek will coordinate operating system and application updates, track device health and manage patch deployment schedules across Client’s Systems.

Cloud SIEMS (Cloud Security Information and Event Management Systems): Aggregates security event data from Client’s cloud and on-premise Systems into a centralized platform for correlation and visibility. Includes configuration of log sources, tuning of alerts, and review of notable activity to support detection of potential threats.

Cybersecurity Incident Response Guidance (Does Not Include Remediation): Strategic direction provided to Client during a suspected or confirmed cybersecurity event. Includes high-level response planning, documentation guidance and coordination recommendations. Hands-on remediation Services are out of scope and subject to project billing.

Cybersecurity Insurance Review and Audit: Review of Client’s cyber insurance policy requirements and existing security posture with the goal of identifying gaps between policy obligations and current practices. Aligned Tek will summarize findings and outline areas where controls or documentation may need improvement.

Device Warranty Management: Tracking of warranty status for covered devices so Client has visibility into expiration dates and replacement considerations. Includes maintaining records and notifying Client when hardware is approaching end of coverage.

Dragnet Agents: Lightweight software agents deployed across Client’s Systems to collect telemetry used for monitoring, detection and reporting. Aligned Tek will manage installation, configuration and ongoing operation to support other security and performance Services.

Full Disk Encryption: Protection of data stored on Client devices through encryption of entire storage volumes. Includes deployment, configuration and management of encryption tools to reduce the risk of unauthorized data access in the event of device loss or theft.

Help Desk Support Services (Onsite): In-person technical assistance at Client locations when issues cannot be reasonably resolved remotely. Focuses on diagnosing hardware, software or network problems and coordinating repairs or replacements as needed.

Help Desk Support Services (Remote): Day-to-day technical support delivered through phone, email or remote tools to address user issues. Includes troubleshooting, documentation and escalation where required with the objective of minimizing disruption to Client operations.

Hourly Project and Additional Hourly Support Cost: Services requested outside the scope of recurring managed Services that are billed on a time and materials basis. May include project planning, implementation tasks or specialized troubleshooting efforts requested by Client.

MDR/MTR (Managed Detection and Response / Managed Threat Response): Continuous monitoring of security telemetry with the goal of identifying suspicious activity. Aligned Tek will coordinate alert review, analysis and response recommendations when potential threats are detected.

Network Security Assessment Tool: A diagnostic tool used to evaluate Client’s network configuration and control maturity. Includes execution of scans, compilation of results and delivery of a report highlighting observed risks.

Network Vulnerability Scanner Services, Excluding Patching from the Results: Periodic scanning of Client’s Systems to identify known vulnerabilities. Aligned Tek will review findings and provide summaries or recommendations while excluding any patching activities from this Service.

NDR Services (Network Detection and Response): Monitoring of network traffic patterns to surface anomalous behavior that may indicate compromise. Includes configuration of sensors, review of alerts and communication of findings to Client.

Password Manager: Centralized credential storage platform intended to reduce password reuse and improve access management. Aligned Tek will assist with deployment, user onboarding and configuration to support secure credential handling within Client’s organization.

PEN Testing (2 External Tests Per Year) Performed by Third Party: Independent penetration testing focused on Client’s externally facing Systems to evaluate exploitability. Includes coordination with the testing vendor and delivery of results to Client.

Real Time Reporting and Metrics for System Admins: Dashboards and reports that present current performance and security data for Client’s Systems. Designed to give administrators insight into trends, alerts and operational health.

Risk Assessments, Reviewed Yearly (Includes Initial): Structured evaluation of Client’s technology risks at onboarding and annually thereafter. Aligned Tek will analyze findings, document observations and review results with Client to support informed planning.

Technical Alignment Manager: A designated resource responsible for coordinating long-term technology alignment with Client goals. Includes regular reviews of System performance, roadmap discussions and prioritization of improvement initiatives.

Two Factor Authentication (Only Included with MS365 or Azure Purchases): Multi-step login process requiring a second form of verification beyond a password for Microsoft 365 or Azure environments. Aligned Tek will configure and manage the feature to reduce the likelihood of unauthorized access.

VCIO (Virtual Chief Information Officer): Advisory Service providing executive-level technology planning support without a full-time hire. Focuses on budgeting guidance, strategic initiatives and alignment of Client’s Systems with business objectives.