Page Comparison

Service

Client Remediation Service

Service Manager

Department

Contact

Service Owner

Description

The Client Remediation Service provides support for network computing devices that have been quarantined based on a known vulnerability for network security purposes. It improves the performance of the campus security program by mitigating risks for the university overall security posture and for individuals utilizing the campus network services.

Service Users

User Services

• Client Quarantine Support: respond to daily FireEye IDS reports by quarantining infected hosts with callback threats and notify end users to schedule remediation.

• Client Remediation Support: utilize current anti-malware and anti-virus tools to remediate infected hosts.

• End User Education: provide end user education for remediated device owners.

• Policy Enforcement: provide policy enforcement via the quarantine process in accordance with university, state and federal policies and applicable laws.

Business Services

Technical Services

• Identity Service Engine Support: manage listing of quarantined hosts.

• Anti-Malware & Anti-virus Application Support:install, configure and operate current applications to successfully remediate infected hosts.

Requirements

The requirements for using this service included the following:

● Current university network user

Rates / Cost of Use

The cost of the service is split between university division based on the field device utilization

percentage (e.g. residential vs. academic) and covered by the Student Tech Fee and Housing Fees.

Getting Started

• Email - ITS.ServiceCenter@fredonia.edu

• Phone – (716) 673-3407

• Ticket Submission – https://tracker.fredonia.edu

• Walk In – W203 Thompson Hall

Availability

• Semester Hours

• Sunday, 12pm – 10am

• Monday – Thursday, 7am – 10pm

• Friday, 7am – 5pm

• Saturday, 12pm- 5pm

• Summer/Break Periods

• Monday – Friday, 8am - 4pm

Getting Help

• Email - ITS.ServiceCenter@fredonia.edu

• Phone – (716) 673-3407

• Ticket Submission –  https://tracker.fredonia.edu

• Walk In – W203 Thompson Hall

SLA Notes

• Users with emergency issues can expect a response within 4 hours and should expect a resolution within 48 business hours of entering a ticket.

• Change or new installation requests can expect a response within 36 hours and the resolution will depend on the scope of the request.

Business Procedures

Change Procedures

Assigned Primary Support

Assigned Secondary Support

Alex Moon

Dave Torres

Matt Wilson

Nick Nowakowski

RACI Chart

Name:

Description: See above

Date Last Modified

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