Technical Policies - Not Client Facing
Computer Naming Conventions
Computer Host Names The primary concerns are that: 1. New computers have a consistent but unique name 2. Rebuilt or upgraded computers (whether physical or virtual) or computers that have OS reinstalled are given the name as the original computer ...
Tech Best Practices
Scripts Please remember that when you run a script, job, RMM component, etc. to install software, if there is a dashboard that the software reports to, you should always confirm that the device shows up in the dashboard. (e.g., AutoElevate, Webroot, ...
Policy on Driver and Software Updates
While working on a device, you may see updates that have not been installed. Remember that our RMM platform handles Windows updates and some Mac and third party updates. If an update hasn't occurred, there may be a good reason why. Don't do updates ...
Guidelines for Creating IT Glue Client-Facing Instructions
We use the "Documents" asset to create customer-facing instructions. Use the Document editor to create instructions. It includes various modules (text, graphic, steps) that make is easier to edit the document again later. Please do not create a Word ...
MSA Customer Issues that Require Immediate Action
RMM Workstation is unreachable or crashed Response might be reboot attempt through power management device. if one is attached. If customer does not have power management (most don't), the only immediate response possible may be walking the user ...
Special Procedures - On-Site Visits for Non-Managed Customers
Please do not perform work that was not assigned in the ticket. If the customer asks for other work to be performed, you must get approval from a senior staff member first. Before Work Begins 1. BACKUP SYSTEM IN PLACE? If the client does not have a ...
Documentation: Best Practices
IT Glue Basics Here's a video overview of IT Glue. Document Anything New or Changed When we set up or learn about anything new or changed, it must be documented. When something is changed by a technician, it is generally that technician's ...
Internal Security Policies and Procedures
Security Policies 1. Employees must use 2FA for all logins for which it's available. Where Duo is not available, employees must use stand-alone 2FA. Whenever possible, the use of 2FA is enforced. 2. Employees must use complex passwords that are at ...
Remote Support Procedures (in progress)
Do not connect to a user's computer unless you are schedule or have permission to connect at that time. If you work on a customer's computer in the admin account, make sure to log out of the admin profile when you are done. If you leave the computer ...
Items Tech Must Bring Onsite
1. Laptop 2. Spare Ethernet cable at least 6' long (preferably more than one) 3. USB flash drive 4. External USB hard drive with min 500GB of free space.
Customer Logins Security Policy
Create separate logins for all customers, whether for NAS shares, email, AD, etc. Users should never share logins.
Technician On-Site Appointment Procedures
Please do not perform work that was not assigned in the ticket. If the customer asks for other work to be performed, you must get approval from a senior technician or office admin first. On-Site Visit Procedures Administrative items to bring to every ...
Customer Data Safety Policies: Customer Data, Operating Systems, Network Device Settings
Before removing any data belonging to a customer, whether an operating system, an Outlook profile, firewall settings, or simply files or folders, a backup must be created and verified. Generally speaking, we do not wipe anything without a backup. ...