Client Facing Technical Policies
Policy and Procedure: Vendor access to critical resources including servers
The references to “you” in this article refer to the tech who is assigned to work with a vendor who needs access to a server that we manage. As always, you must use your GGIT phone line for vendor interaction so we have an audio record of the entire ...
Policy: Document EVERYTHING
Documentation is a huge part of our company culture. Rather than storing knowledge in one person’s head, when we learn new things we put them in knowledge base articles so everyone has access to the knowledge. This includes how-tos, specialty ...
Policy On Users Storing Data on Their Local Workstations
Data should always be stored centrally, either in the cloud (e.g., Dropbox, MS 365, Egnyte) or on an on-premises server (e.g., Windows server, NAS). If we’re transferring a user to a different computer, file transfer isn’t included because the user ...
User Requests Access to Email or File Share to Which They Currently Don't Have Access
This requires permission from a security authorization contact or a primary authority before proceeding.
Hard Drive Wiping
We charge a $125 pickup fee to take up to five laptops or ten hard drives for wiping (unless we are already onsite for some other purpose). There is also a $75 charge per hard drive to be wiped. (Keep in mind that some computers, especially servers, ...
User-Requested Software Installations
All software installed on RMM machines must be listed in either the customer's install checklist in AT, or in the Site Summary asset in ITG under the field "Applications that can be Installed and Updated without Authorization Contact Approval." If ...
Customer Passwords: Policies and Requirements for Creating Passwords
Computer Passwords We are all (office and tech) responsible for ensuring the end user chooses a good password for local or domain profiles as well as email. Do not let the customer choose something like 1CompanyName (1NYGeekgirls) or ...
Remove Old Devices from Customer Premises
As a matter of SOP, techs are to remove old hard drives (specifically those of workstations and servers) and old network devices from MSA customers’ premises when they are replaced. This is to prevent the customer from reconnecting a device that is ...
Providing Permission to Install/Remove Software to RMM End Users
Overview The purpose of this article is to specify our policies regarding giving RMM end users the ability to perform actions on their workstation that may cause corruption or security breaches. The two main areas of concern are: Allowing customers ...
Technical Policies and Verbiage for Customers
Printer Installations We cannot set up printers remotely. In order to add the printer to the computer(s) remotely, the printer must already be connected to the network. This requires onsite intervention. NAS Devices We will only provide maintenance ...
Recommendation Disclaimer
Suggested verbiage if you are recommending a product to an end user. Please note: As a courtesy to our customers, we recommend products we believe in that come from reputable manufacturers, but any manufacturer can produce an occasional lemon. We ...
Approved products
Supported Products Email Outlook Backup apps for RMM clients NYGG Backup Service Axcient QuickBooks Last three years only QB Online
Unsupported Products and Services
Rabbit Hole Products Products we won’t agree to work on, unless it is to assist client in switching to a better product. Earthlink email service or software Mac Mail app (workstation application; we will provide limited support for the iPhone app) ...