vXarch® Features

What We Need From You

To make our services successful, we need the help of you and your team.  Below are the items we ask each customer to implement when working with us.

Governance:

• Ensure that DLC has a day-to-day operational point of contact for routine items, and that the point of contact is a management team member.
• Ensure the contact for our assigned vCIO is a member of senior management, if not the CEO/President directly.  Ideally, the vCIO should be treated as a member of your management team.
• Ensure the senior management point of contact has the time reserved to meet with us at least quarterly.

Systems, Sites and People:

• You agree to maintain hardware and software that is currently supportable by the manufacturer.
• Allow us full access to all systems, staff and locations as and when required.
• Allow us to restrict system administration to DLC staff only. (You will always have access to a ‘break glass’ administrator account for emergency use.)
• Permit us to install software on your equipment to facilitate the services we are providing.
• During onboarding, provide a comprehensive list of all technical information and passwords.
• Permit us to secure and lockdown the information systems as per best practices
• In order to ensure security compliance and completeness of solution, you agree to not implement systems or software without the advance knowledge and acceptance of DLC.

Third Parties:

• Grant us authorizations as necessary to allow us to work with third parties on your behalf. (Such as Internet or telecom providers, software vendors, etc.)

Service Requests:

• Follow our policies and procedures for opening tickets and requesting services

Payments:

• Pay all invoices on or before the due date.  We require vXarch monthly fees be setup as auto-payment via ACH or Credit Card.  Credit card use is subject to additional fees.

DLC will assign a senior team member to be your Virtual CIO (vCIO). The vCIO will be your acting technology leader and should be installed as part of your management team for the best overall effect. DLC will work as part of your company to bring technology to bear to make your operations more streamlined and ultimately improve profitability.

The technology leadership services include:
- Periodic vCIO meeting(s)
- Annual planning session with budgeting assistance
- Assigned vCIO for ongoing strategic and management discussions

DLC will implement a monitoring and management solution that will provide remote network/system monitoring and management to alert us to changes or issues happening on your systems and allow us to remotely support your company.

In addition, for vXarch Complete plans, this system will manage Microsoft Windows patching in a controlled manner minimizing disruption into your workday while ensuring critical and high priority patches are applied in a timely manner.

For vXarch Complete: Any alerts for found abnormalities will be sent to DLC’s team for response.

For vXarch Starter: Any alerts for found abnormalities will be sent to customer.

For Support needs, DLC maintains a number of methods to contact our support team 24 hours a day, 7 days a week.

Support is defined simply as : "Work required to fix something that doesn’t work today but did work previously".   Any request outside that definition is considered a separate, chargeable project.  See "Support Services - What's Not Included" for details.

Offsite and onsite* support is included at no additional charge in the vXarch Complete plan for all requests made during our regular, non-holiday business hours.  Definitions of Holidays and business hours can be found HERE.

For vXarch Starter plans, all support is separately chargeable by the hour based on the rates specified in the proposal/agreement, as Starter plans do not include any support services.

Support may be obtained on an emergency basis by opening an “urgent” support call outside of operating hours, subject to after hours, holiday and other fee types specified on our website HERE.

Travel time to/from service locations is separately billable at the rate specified on our website HERE.

*Onsite support outside of a 50 mile radius of Marlton, NJ may incur hourly support charges regardless of plan type.

Response to any cybersecurity incident is not considered support.  Please reference the Cybersecurity Incident Section on this page.

The Typical Response is what our team strives for every day whenever possible. The Response Obligation is our delivery promise to you. Response time is defined as the time from the call being properly logged to when a specialist begins active work on the issue, adjusted for business hours

vXarch Complete packages also include these services at no additional charge:

• Recycling and proper disposal of old equipment when new equipment is purchased from DLC.
• Maintenance of Network Documentation and Passwords
• User account maintenance
• Office365 License management if licenses are purchased through DLC
• Ordering and replacement of warranty parts if original hardware and warranty purchased from DLC
• Workstation and Server Restores from Backup

In general, an included support item is defined as “Work required to fix something that doesn’t work today but did work previously”. Any work that falls outside of that definition is considered to be “Project Work” and is separately billable.

To further clarify this, the following items are not included in the ‘included support’ feature of any vXarch package, and will be charged separately as ‘projects’ and will be scoped separately as a fixed fee or hourly project engagement when needed:

• Onsite Support for a location outside of a 50 mile radius of Marlton, NJ
• Hardware repair or support (unless a separate hardware maintenance contract is in force)
• New installations, moves, adds, changes, and/or “project work”
• Loss or corruption of data records
• User training
• Support due to misuse, abuse, and/or use for a non-standard or non-intended purpose
• Support or maintenance of custom applications or websites
• Specialized services that exceed the scope of services provided by DLC, such as, but not limited to, incident or breach response and/or root cause analysis services, penetration testing, vulnerability testing, complex vulnerability scan remediation, cable plant maintenance, telephony systems etc.
• Support related to hardware, software, and/or systems implemented or modified against the advice of DLC, by the customer or a third-party, and/or without our previous knowledge and acceptance.
• Support related to hardware, software, and/or systems that are beyond the end of their useful life and/or are no longer supported by the manufacturer or vendor.
• Any work on a device that is not part of or covered by the vXarch agreement.
• Any solution or feature that is not specifically listed on a properly executed and in-force quotation or contract with DLC.

Any response to or service related to a Cybersecurity incident, including but not limited to a phishing attack or scam, ransomware event, hacking, denial of service, spoofing, impersonation or any other act by a bad actor, is considered out of scope for any DLC agreement or contract, and is therefore separately chargable.  Rates for any actions or support taken by DLC during these events shall be separately charged based on the rates published at our website HERE.

Project Services are designed for everything that is “not support” – but typically applies to anything 'new'  such as a new workstation, a new server, implementing a new CRM system, changes to existing systems, or even a new mailbox or developing a new way of routing email.

vXarch provides for discounted rates for all project work. Any project work will be separately proposed using a fixed fee model whenever possible.  Rates for work are listed on our website HERE.

For vXarch Complete customers, DLC offers special “Flat Rate” installation fees for new equipment purchased from DLC. Ask your account manager or vCIO for details!

Mini Projects are certain projects that are very small in scope (typically under 5 hours) are regarded as “Mini” Projects.  These projects may be performed on an hourly basis with as simple as an email approval to proceed.

Certain components such as Endpoint Detection and Response and Cloud Detection and Response are provided to DLC customers via a third-party vendor partner that focuses on Cybersecurity and provides our Security Operations Center (SOC) functionality.  This SOC performs the following tasks:

- The SOC monitors and analyzes telemetry from multiple sources to detect abnormal and suspicious events
- These events are directly communicated to DLC’s support team for immediate assistance based on severity
- In extreme cases, the SOC may take direct action by limiting the suspicious activity immediately to prevent spread

- Unlimited employee security training via a security training portal w/ Employee Vulnerability Assessment, training tips and newsletter
- Send simulated phishing emails to employees to test competency
- Dark Web Monitoring
- A collection of sample policy templates are available to build your own IT policy documents

Provided by a third-party compliance partner, the HIPAA Compliance add-on includes the following features:

• A web portal to facilitate HIPAA compliance that includes sample policy documents, tracking for security incidents and BAA's, and online storage for HIPAA related documentation.
• HIPAA training for your staff, with annual tracking and reporting
• Templates to assist with annual risk assessments
• Consultative assistance (from the vendor) to facilitate the annual risk assessment and generation of remediation recommendations

- Filters inbound email for spam, viruses, spoofing and other abnormalities
- URL sandboxing
- Outbound Email Encryption

This builds upon the standard email encryption to add additional automated encryption policies and provide a streamlined way to send and receive encrypted emails. This allows automatic encryption based on the content within a given email, and other customizable automations.

This particular solution allows customers who use this same encryption system to enjoy encrypted end-to-end email discussions without the use of a separate email portal.  This solution is very popular in the healthcare and legal fields, due to its widespread adoption.

- Email authentication and deliverability management
- Configuration of DMARC, DKIM, SPF and other details of each email source on behalf of your domain
- Allows control over who is sending email on your behalf

Provides the following features for enrolled devices:

- Centralized management of mobile devices
- Enforce security policies
- Standardize application deployments
- Remote wipe devices

This module provides licenses for industry leading Multi-factor Authentication solution which is an upgrade from the built-in MFA solutions that each SaaS solution may natively use.  It includes support for multiple additional factors and passwordless access (depending on app/site capabilities).  This solution also paves the way for Single-Sign on capabilities allowing access to multiple applications and websites using a single set of credentials.

Licenses for a Next Generation Antivirus product with Endpoint Detection and Response is included.  These solutions are fully managed and backed by the 24x7 SOC team described above.

This solution provides for tighter control over admin accounts in your environment.
- Automated and on-demand password rotation for Admin accounts
- Monitor changes to critical accounts and discover accounts with accidental or unintended privileges
- Just in time account creation and temporary admin accounts on-demand

- Allows end-users to reset unknown password on their own
- Automates password resets and account unlocks
- Provides identity verification to ensure reset requests are genuine

- Monitors Windows endpoint and server devices for known vulnerabilities
- Reporting intervals of no less than once per month
- Findings to DLC team for analysis

Includes remediation of most vulnerabilities
- The DLC team remediates vulnerabilities discovered in common applications and operating systems.
- Where remediation cannot be accomplished via updating or other common means, DLC recommends alternative controls to be implemented.  Should remediations require major project work, it will not be included in the cost of this feature and will be separately proposed as a project.