Frequently Asked Questions (FAQs)

1. Is SystemWatch secure?

Yes. SystemWatch is an enterprise-class tool, incorporating secure computing methods to protect client data during transmission and storage. The secure communication channel the SystemWatch agent uses to communicate with TeamLogic IT’s datacenter utilizes a Rivest Cipher 4 (RC4) cryptographic algorithm with a 256-bit encryption key that changes every 24-hours. In comparison, Microsoft’s Remote Desktop Connection (RDC) only uses 128-bit RC4 encryption. SystemWatch’s high level encryption ensures that any potential attacker or eavesdropper will be unable to view any client data and/or be able to communicate with the SystemWatch agent.

The SystemWatch remote data backup module utilizes an Advanced Encryption Standard (AES) cryptographic algorithm with a 256-bit encryption key that provides bank-level encryption. Client data is compressed, encrypted, and then transmitted to the datacenter. Client data remains securely encrypted during transmission and storage. Only the client’s encryption key can decrypt client files. This means no one, including TeamLogic IT, has access to client data in its unencrypted form. It is recommended for the client to make two copies of the encryption key (e.g. password or passphrase) and store these in secure locations such as a safe or safety deposit box. TeamLogic IT cannot reset encryption keys if a client forgets the account’s encryption key - a further demonstration that client data is secure.

The Advanced Encryption Standard (AES) specifies a Federal Information Processing Standards (FIPS) approved cryptographic algorithm that is used to protect electronic data. The AES algorithm is a symmetric block cipher that can encrypt (encipher) and decrypt (decipher) information. Encryption converts data to an unintelligible form called ciphertext; decrypting the ciphertext converts the data back into its original form, called plaintext.

AES is an efficient, effective, FIPS-approved cryptographic algorithm that is used to protect electronic data. AES is an industry standard, determined as the best compromise between a combination of security, performance, efficiency, ease of implementation and flexibility.

2. What does SystemWatch include?

The overall goal of SystemWatch is to provide a “Virtual IT Department” for client organizations with the focus on preventive maintenance. TeamLogic IT provides the technical management of their systems and network. SystemWatch allows TeamLogic IT’s clients to save money, save time, and decrease their liability.

SystemWatch utilizes advanced technologies to continuously monitor for potential problems and automate technician functions through the use of scripts. By using technology in this fashion, fewer technicians are needed and human error in detecting issues is decreased. What this means to clients is a reduced labor cost and a more accurate picture of the client’s network health. SystemWatch allows clients to shift from a reactive to a proactive methodology in dealing with technology.

(a) Included in the monthly SystemWatch subscription fee:

Help desk support – first 15 minutes are free during normal business hours
Managed anti-virus and anti-spyware (AVG Anti-Malware Network Edition)
Weekly Hard Disk Drive (HDD) cleanup
Weekly HDD defragmentation
Installation of all Microsoft patches, service packs, updates, and hotfixes
Daily audit of computers
24/7/365 monitoring of critical system functions
Tracking software licenses
Tracking software product keys
Tracking hardware changes (additions & removals)
Tracking software changes (additions & removals)
Monitor for virus & spyware infections
Weekly (server) and monthly (workstation) managerial reports with technician summary

(b) NOT included in the monthly SystemWatch subscription fee are consultation, maintenance and repair functions not specifically stated as SystemWatch features. Examples of billable technician work include:

E-mail problems (e.g. setup / configuration / troubleshooting)
Internet Service Provider (ISP) problems (e.g. outages / setup / troubleshooting)
Operating Systems (e.g. installation / migration / upgrade)
Printer problems (e.g. inability to print / drivers / repair)
Malicious software (malware) removal (e.g. virus / worm / Trojan Horse / spyware / adware)
Network problems (e.g. loss of connectivity / slow network connection)
Response to a network incident (e.g. hacking / theft of data)
Disaster recovery from a natural or manmade disaster (e.g. hurricane / fire / flood / hardware failure)

3. Will SystemWatch affect the performance of my server / desktop / laptop?

SystemWatch is an enterprise-class tool that is used by corporations to manage networks comprised of thousands of systems on a multinational scale. SystemWatch is a tried and proven application for monitoring and managing networks corporate networks to provide a competitive advantage and decrease the cost of ownership for client networks.

To help alleviate any concerns a client has with SystemWatch, below is a baseline analysis of a computer running SystemWatch. Every 30 seconds (highlighted in the bold red lines in the graph below), the SystemWatch agent on a client system communicates with TeamLogic IT’s secure datacenter in California. This communication results in a momentary spike of approximately 1.5% processor utilization. In comparison, opening up Microsoft Internet Explorer spikes to about 35% utilization. A momentary 1.5% processor utilization is virtually negligible.

The SystemWatch data backup software remains dormant other than during the scheduled backup time, which is defaulted to 2am for clients utilizing this service. During the period of time a backup occurs, the system will experience a few minutes of decreased performance while the data is transmitted, depending on the amount of data requiring backup.

If a system experiences significant performance degradation, this could be the result of several issues:

Malicious software (malware) – virus / worm / Trojan Horse / spyware / adware
Newly installed update, patch, service pack, or hotfix from Microsoft
Newly installed update from a software or hardware vendor (e.g. QuickBooks, HP print drivers, etc.)
Software or hardware configuration issues that create cascading system errors
Improperly installed / uninstalled software and/or hardware

For problems with performance degradation issues, contact TeamLogic IT. Technicians can perform troubleshooting analysis to identify issues with client systems to determine the probable cause for system problems.

4. What is the remote desktop support?

When a remote desktop support session is initiated, the client will see a notification message on the screen. Throughout the session, the TeamLogic IT technician only views what the client is able to see and is limited to the client’s permission level. If the client system is password protected, the client will need to log onto the computer in order to let the technician perform the required remote desktop support tasks for that service call.

For added security for SystemWatch clients, clients can disable the remote desktop support functionality by right clicking the SystemWatch icon in the system tray and selecting “disable remote control.” This service can be turned back on in less than a minute if a client requests a remote help desk session. This is not a recommended practice by TeamLogic IT, but it is a client option if added security is essential.

5. What should I backup with SystemWatch?

The purpose of off-site storage is to protect our clients’ most critical data. This service should be viewed as an insurance policy for an organization’s most critical data. Depending on the sources quoted, between 70%-90% of companies that suffer a catastrophic data loss go out of business within a year. SystemWatch’s remote data backup service protects client data from natural and manmade disasters.

The recommended minimum data to backup off-site include:

(a) Workstations*

E-mail (e.g. Outlook)
Documents & Settings (e.g. user profiles & My Documents)
Databases
Presentations
Tax Records
Personnel Records
Financial (e.g. QuickBooks)
Customer Resource Management (CRM) databases (e.g. ACT!)
Images / Digital Photographs

(b) Servers

System State Settings
Databases (e.g. SQL / Exchange)
Presentations
Financial (e.g. QuickBooks)
Customer Resource Management (CRM) databases (e.g. ACT!)
Images / Digital Photographs
Historical Company Data
Roaming Profiles (e.g. user profiles & My Documents)

* The default time is set for 2am; scheduled well outside of normal working hours. One issue for clients to be aware of is that SystemWatch cannot backup files that are open. For example, if a client remains logged onto the computer with Microsoft Outlook open, the user’s PST folder will be skipped from the scheduled backup. To ensure data is backed up each night, users should log off their computers. This is also a recommended practice for overall good information security practices as well.

6. What is TeamLogic IT's response time?

TeamLogic IT makes every effort to ensure customer satisfaction. Dispatching technicians is a scheduled event, so emergency response calls are dependent upon the availability of technicians and the criticality of the situation. Technicians may be re-dispatched to cover a more immediate client emergency, over routine trouble calls. The general response time for an on-site technician is less than 4 hours from receiving a request for help. Remote assistance response time can generally be a matter of minutes from receiving a request for help.