ThreatProtect | Service Description For Customers

This article lists the services and limitations for the Virtuoso ThreatProtect.

ThreatProtect Service Overview

ThreatProtect is a comprehensive cyber security offering designed to protect customers against a wide range of security threats. The service includes a portfolio of software products that are monitored by our Security Operations Centre (SOC) and supported by our Customer Support Team.

ThreatProtect Support Scope

We support up to one (1) corporate workstation per named user.

Service	Description	Support Scope
Endpoint Detection and Response	Our EDR platform unifies prevention, detection, and response in a single purpose-built agent powered by machine learning and automation. It provides prevention and detection of attacks across all major vectors, rapid elimination of threats with fully automated, policy-driven response capabilities, and complete visibility into the endpoint environment with full-context, real-time forensics.	EDR platform monitoring for active threats Escalation to IT support team Policy configuration Blacklist management Exclusion management Firewall rule management Device control management (USB/Bluetooth) Package Creation
Dark Web Monitoring	Our service is designed to help customers detect and mitigate cyber threats that leverage stolen email addresses and passwords. Our solution leverages a combination of human and artificial intelligence that scours botnets, criminal chat rooms, blogs, Websites and bulletin boards, Peer to Peer networks,forums, private networks, and other blackmarket sites 24/7, 365 days a year to identify stolen credentials and other personally identifiable information (PII).	Maintain monitored domain list Security breach escalation Monthly Dark Web Compromise Report
Security Awareness Training & Phishing Simulation	Our platform delivers simulated phishing attacks and security awareness training campaigns designed to educate employees, making them the best defence against cybercrime.	Directory synchronisation Whitelisting sending platform in customers environment Sending profile configuration Phishing Simulation campaign setup Security Awareness Training campaign setup
Internet Security & Content Filtering	Our solution is a DNS-based content filtering and threat protection platform.	Custom filtering policy and configuration Whitelist / Blacklist maintenance Filtering schedules Custom block pages Site Creation for customer offices Roaming client package creation
Cloud Email Security	Our email security solution is an automated platform that protects against phishing & social engineering attacks	Processing of user reported emails Management of Threat Alerts Release of quarantined emails (by request) Policy management
Customer Portal	Access to Hub 365, our award-winning customer portal.	Integration with Microsoft 365 tenant
Account Management	Our account management team will help your business get the most out of technology.	Dedicated Account Manager Quarterly Business Review Monthly Service Reporting

Exclusions

End-user support
Agent deployment
Editing of phishing simulation kits
Editing of landing pages
Editing of Security Awareness Training
Troubleshooting mailflow issues in customers environment

Customer Responsibilities

Certain responsibilities remain with our customers:

To keep Virtuoso informed of changes that may impact your managed systems
Maintain current manufacturer warranty or 3rd party maintenance for all managed hardware
Keep genuine, licensed software covered by vendor support
Commit to maintaining good security practice across your business
Maintain support agreement with any Line of Business application vendor(s)

Process Summary

We use the following processes to deliver this service.

Process	Detail
Incident Management	Available on request
Problem Management	Available on request
Change Management	Available on request

Billing

The ThreatProtect 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.