Re: Proactive or Reactive service?

From: Rick F (rick.REMOVE_at_rdfts.REMOVE.com)
Date: 03/19/05 

Date: Sat, 19 Mar 2005 11:35:07 -0600

I personally would not include spyware cleanup as this could eat your lunch
unless the prerequisite was to purchase anti-spyware software (not the free
scan on-demand ones...something like CounterSpy). I have spent hours and
hours messing with spyware all because of users that have no concern what
they download and install (none of it ever has a business purpose). And
sometimes having to reformat and install everything back. I think you put
cleanup as a monthly routine, the owner is going to think, big deal about
spyware, Terry is going to clean it up for the same cost that I am already
paying him monthly. You charge him for spyware cleanup, his/her attitude
will change in regards to what their employees on putting on the computers.
What I have done, is have a seminar with all the employees AND BUSINESS
OWNERS to educate them on spyware which surprisingly helps more than you
think. But if a computer has spyware because of the actions of an
irresponsible employee, that is by the hour buddy. :-)

Curious, what were you planning on charging for your service contact to do
this? 

-- 
Rick Faria - MCSE / A+
RDF Technical Services - www.rdfts.com
Email: support at rdfts dot com
"TK - M/T Box Computers" <terry@removethis.mtboxcomputers.com> wrote in 
message news:OvwsTY8KFHA.2648@TK2MSFTNGP14.phx.gbl...
> The backup logs and test restores are good, and as you mentioned should be 
> looked at.  I'm comfortable with the AV every 30 days because we have 
> Trend Micro at all of our SBS sites.  Basically this is just a look to 
> make sure things are still working correctly.  If virus activity were to 
> dramatically go up, we would receive an automatic email letting us know.
>
> Thanks for you input, and maybe with lots of input it will help all of us 
> with providing proactive service to our clients (or our own systems for 
> the business owners out there that monitor this NG).
>
> -TK
> M/T Box Computers
>
>
> <wedor> wrote in message news:uRKG0T8KFHA.2952@TK2MSFTNGP10.phx.gbl...
>> How about testing the back-up by restoring random files and checking the 
>> logs. I check the back-up logs daily.
>>
>> I don't know that I would want to wait a month to look at some things 
>> like A-V, a lot can happen in 30 days if someone's system isn't updating 
>> properly or the server program isn't functioning correctly
>>
>> I do updates when they come out, waiting doesn't always seem prudent.
>>
>> I think proactive is superior but it is difficult to sell to some clients 
>> as they just can't or won't see the advantage. I had a client who would 
>> have accused me of wasting their money if I patched for possible 
>> problems, they had no issue with paying me for emergency calls to fix the 
>> damage when they got hit by something that could have easily been 
>> prevented. I also find it easier to prevent than to try to clean up all 
>> the little odds and ends that keep popping up later if you don't find all 
>> of the damage right away.
>>
>> I forget which bug it was but in the summer of 2003 I patched most of my 
>> clients against a possible bug except the one that would have accused me 
>> of wasting thier money, they were the only company affected when it hit 
>> and paid far more to fix it then than they would have if I had patched 
>> them first, they never even consider the cost of downtime for their own 
>> employees.
>>
>> You can lead these people to logic but you can't manke them think.
>>
>> "TK - M/T Box Computers" <terry@removethis.mtboxcomputers.com> wrote in 
>> message news:%23w01XF8KFHA.2796@tk2msftngp13.phx.gbl...
>>> I'm working on a proposal for some of our SBS clients that are not 
>>> currently under a support agreement.  In the proposal I want to outline 
>>> some of the things that should be done on a consistent basis to 
>>> prevent/avoid small issues becoming major issues.  I was curious how 
>>> many of you simply respond to client issues as they arise, or how many 
>>> are proactively taking care of the client networks.
>>>
>>> Ideally I would like to outline some of the services that should be 
>>> addressed on a monthly basis.  Some of the things I've listed are:
>>> Daily review of server performance reports and usage reports
>>> Monthly service packs/updates/security fixes on the servers and 
>>> workstations
>>> Monthly review of the server AV console (check for patterns, updates are 
>>> okay, etc.)
>>> Monthly checks/updates of antivirus software for all machines
>>> Monthly checks/cleanup of spyware / malware / adware for all 
>>> workstations
>>> Software updates and support as-needed (custom software like tax 
>>> programs, etc.)
>>> Hardware maintenance and cleanings (every 6 months, depending on 
>>> environment)
>>> Network security analysis (every 6 months)
>>> Intranet & website design and updates (as requested / needed)
>>>
>>> Is there anything else that some of you are doing that I have not 
>>> listed?
>>>
>>> Thanks for your input.
>>>
>>> -TK
>>> M/T Box Computers
>>>
>>>
>>>
>>
>>
>
>

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