Computer Security Service Specification

Effective Date: 3 December 2024

1. Introduction

Our Computer Security Service, powered by SentinelOne, provides managed detection and response (MDR) capabilities, giving essential protection for your organisation’s servers and workstations (Windows, Mac and Linux). Designed for robust protection, our service safeguards your devices against known and unknown threats with additional oversight by our Security Operations Centre (SOC). Our SOC team monitors the platform and are alerted of any attacks, trends or company-wide issues.

2. Service Overview

We are focused on delivering critical Computer Security including features such as Artificial Intelligence (AI) and Machine Learning (ML), which identify and kill both known and unknown threats.

As standard, we include a large 24x7x365 Security Operations Centre (SOC) team if security experts who help identify, terminate and report on any threats. This security team is managed and supported by our UK team (standard UK office hours).

3. Key Features

Constant Protection: Online and Offline Protection for Personal Computers and Servers (Windows, Mac and Linux).

Oversight: Over 200 SOC Experts monitor all threat alerts for you.

Analysis: Full threat analysis to determine if the threat is real, or a false positive.

4. Service Delivery

User Notifications: Security alerts are sent directly to device users, informing them of measures taken to prevent malicious activity on their systems.

Platform Security: Our service has strict tamper proof protection, which prevents bypassing of the security controls.

Constant Updates: We perform remote updating of agents when new versions are released. These updates are tested thoroughly prior to release.

Support: Our UK Office Hours Support includes Email and Telephone Support for any Computer Security related issues. Our support team will work with you and the SOC to identify false positives and remotely remediate any detections and assist with decommissioning of old agents when computers are taken out of service (on request).

5. Customer Responsibilities

App Installation: Customers are responsible for getting the Computer Security agent downloaded and installed. We can help you set it up with our optional Guided Setup at a minimal cost – see separate service (here).

System Preparation: There are a number of steps necessary to get the computer ready for your new agent.

• Systems need to meet minimum requirements and have supported operating systems installed.
• Removal of existing antivirus applications or services.  This removal must be completed prior to the installation of our Computer Security agent.  We can do this for you with our optional Guided Setup – see separate service (here).
• In the event of any pre-existing threats or infections on the computers, there may be work required to remove these.  The Computer Security software will first attempt to auto-remediate the issue(s), but there is occasionally additional work required to remediate the situation. If this is the case, we will provide an estimate which you can choose to accept or decline, or choose to do the work yourselves or delegate to your IT Provider.

6. Benefits

Enhanced Security: Identifies and kills known and unknown threats using Artificial Intelligence (AI) and Machine Learning (ML) capabilities.

User-Friendly: Easy installation without complex configurations.

Peace of Mind: Our service automatically prevents malicious activity on your computers and our team monitors platform-wide security issues, allowing you to focus on running your business.

7. Exclusions

New Devices: Setting our service agent up on new computers or reinstalling the agent if operating systems have been reinstalled. We include this with our optional Guided Setup – see separate service (here).

Device Control: We do not manage end-user devices directly; instead, we focus on security monitoring and alerting for company-wide threats.

Other Support: We do not include support for your computer systems, email applications or other general IT support as part of this service.

8. Support

SOC Monitoring:  The Security Operations Center works 24×7 monitoring computers for threats, malicious attacks and false positives.  Customers will only ever deal with the UK team if additional resolution is required, and this will be done during our Standard Hours shown below.

Standard Hours: Available between 0900 and 1730, Monday to Friday, UK Business hours, excluding UK public holidays. 

Contact: We can be reached via email at support@security-everywhere.com, or if urgent, by phone on +44 203 195 0555.

9. Billing

The Computer Security Service is billed per protected computer per month. 

• For example, if a person has both a desktop and a laptop, the billing will include 2 devices for the month.
• Servers are priced separately to workstations and require the specific Computer Security for Servers service.
• The invoice will be automatically adjusted each month based on the number of computers showing in the portal. 
• The portal does not know if you have stopped using a computer or server (could be old, decommissioned or faulty).  With this in mind, you need to inform us when computers are taken offline or decommissioned so we can remove the agents and reduce the amount you are billed for.

10. Terms and Conditions

For full terms and conditions, please visit: https://www.security-everywhere.com/terms-and-conditions/