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Page Last Modified: Oct 19, 2018


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Service

Client Remediation Service

Service Manager
T. John McCune
Department
ITS Service Center
Contact
W203 Thompson Hall, (716) 673-3407, ITS.ServiceCenter@fredonia.edu
Service Owner
AVP/CIO - Stephen Rieks
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
Faculty, Staff, Students & Guests utilizing campus network services
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
NA
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
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
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
google share, Fredshare
Change Procedures
Changes to the service (transition, additions, and discontinuations) must be reviewed by the Director of Technology Support Services, the ITS Service Center Coordinator, TAC and approved by the Service Manager (CIO) and Cabinet.
Assigned Primary Support
Tylor Cardone
Assigned Secondary Support

Alex Moon

Dave Torres

Luke Fountaine

Matt Wilson

Nick Nowakowski

RACI Chart

Name:

Description: See above

LevelResponsibleAccountableConsultedInformed 

Primary

Tylor Cardone

T. John McCune

ITS Service Center, Network

Design & Development, &

Enterprise

Infrastructure

Services

Users

Secondary

Luke Fountaine

T. John McCune

ITS Service Center, Network

Design & Development, &

Enterprise

Infrastructure

Services

Users

Tertiary

Alex Moon

T. John McCune

ITS Service Center, Network

Design & Development, &

Enterprise

Infrastructure

Services

Users

Date Last Modified

Oct 19, 2018

Status
Active

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