SGI Service Plan: Endpoint Security – Huntress
Huntress Terms of Service: https://huntress.io/msp_contract_terms.html
Offering Summary
- Licensing for Huntress
- Per endpoint agent
- Training & Support (M-F 8AM-5PM EST)
- Emergency after hours support available.
- SOC Services
- SOC Services for Huntress are performed by Huntress.
Description
Huntress: Huntress is a third-party SOC focused on preventing, or looking for, persistence within clients’ networks.
Response Times (Support)
- Target Analysis & Response Time – 4 Hours (8×5 Monday – Friday)
- Target Resolutions Time – 2 Business Days (8×5 Monday – Friday)
Solutions Granted Deliverables
- Architecture setup and configuration
- Initial provisioning of Huntress instance
- Training and Support
- Provide training, support, and documentation as outlined per offering details.
Partner/Customer Responsibilities
- Management of the deployment process
- Deployment of the Huntress agent to all workstations and servers
- Creating and device assignment of Organizations
- Portal integration setup/configuration
- Providing Tier 1 support to direct end-user customers
- Contacting Solutions Granted for any Tier 2 or Tier 3 issues that the partner is unable to resolve.
- Monitoring of environment health
- Removal of duplicate or retired machines
- Further investigate, respond, and remediate alerts sent from the Huntress SOC
Requesting Technical Support
- To start a support ticket, partners can visit https://sgi.myportallogin.com and when asked to select a product, select Endpoint Security and then Huntress Support.
- Emergencies and critical events should always be called into our office at 703.565.2395
- Standard Support hours are 8 AM – 5 PM EST Monday – Friday
- US holidays are excluded from standard support hours.
- 24/7 Emergency support is not available for this offering.
Requesting Quote/Sales Assistance
Sales assistance, quote requests, etc. may be requested by emailing sales@solutionsgranted.com.
