Plan for managing and supporting systems

 Network code of practice

Cyber solutions has a set of network codes of practice that have to be followed by all users and staff of the network. These codes of practice are in place to protect the business and users using the network. These rules have to be followed at all times by all users in order to be able to use the network and systems in place. Users of the network are not allowed to access gaming websites, video streaming sites (Netflix, Disney plus) unless required too, adult content sites and any sort of illegal activity sites. On the network there should not be any sort of tampering of computer systems in place such as the insertion of unapproved USB drives, USB devices and more. This also includes software downloads to computer systems such as unapproved, copied or harmful software unless it has been approved of prior to the installation of the software on a computer system.

On our network there are three main roles Junior staff, Managers and Directors. On our network these roles have different responsibility's and permissions and any user in these permissions should not try to break the rules set in place on their account. Account details such as usernames and passwords should not be shared between other users on the network unless it is autharised such as the use of a shared account for an online or offline service.

Support request and escalation procedures

At cyber solutions we want all of our staff and clients to be able to have reliable high quality support requests when they need it. Our support systems run off Zen desk as this is an easy to use ticketing system that will allow us to prioritize ticket requests and manage all ticket requests easily and effectively. Using the Zen desk system is the only way to make an ticket with an support technician as this keeps all tickets secure and safe as if their is a vulnerability within our network we would not like for anyone else to find out about it and it also keeps our management of tickets under control.

A service level agreement proposal

Cyber solutions wants to provide a good reliable technical support service for all of its staff in the office branch. This technical support is available Monday - Friday on a 9 - 5 basis and will not respond to any tickets outside of these times. Support tickets must also have all requirements filled for them to be looked at and fixed. These requirements are title of issue, description of issue, image (if required) and when issues started. Issues will not be instantly resolved once a ticket has been issued as any equipment such as laptops, mobile phones, desktop pc's and more might be taken away for it too be repaired. Devices that are taken away should be given back within 24 to 48 hours depending on the issue. Any problems that are user error and that could of been prevented like water damage, drops or misuse of any device could charged up to 70% of the devices worth if seen as being preventable or purposely. 

In return of this agreement we are providing a server in which staff at Cyber solutions are able to get their work equipment fixed to keep every one safe and secure on out network and systems.

Contingency plans

• Flood - In the event of a flood all systems that can be restored should be tried to be restored when it is safe to do so, However, all future work should be completed of an offsite backup that is stored in a safe location.
  
• Fire - In the event of a fire systems should only be restored if safe to do so, however, in the mean time all work should be completed on an offsite backup.
  
• Earthquake -  In the event of a earthquake systems should only be restored if safe to do so, however, in the mean time all work should be completed on an offsite backup.
• Data loss - In the event of data loss all backed up data should once again be backed up and a list of data lost should be logged for future reference.
  

User support documentation

At Cyber Solutions we use a variety of software and hardware to be able to support staff with any technical problems they may have. All users on the network will of been given a unuiqe username and pre-set password of which both of these will be given to the user either by email or on paper in which the password will prompt to be reset on first access of the computer systems.

To be able to get your technical issue resolved we use a ticketing based system called Zen desk which is able to be accessed if you (the user) are logged onto the local network in our office. Whilst logged onto the local network you are able to create support tickets with what the problem is, an screenshot/image if required and an estimated time on how long it will be before you hear back from us.

Security policies, access control and traffic management expectations

No one who is not employed or has been given explicit permission by Cyber solutions should not use and access any system or the network within cyber solutions. On our network we have 2 different folders to be accessed by staff which are polices and procedures and management. These folders should only be accessed by people that have permission to access that folder. The lowest user on the network is a junior staff member as they only have access to be able to read the polices and procedures folder but not write to it. Next is the Manager user that has read only access to both the polices and procedures and management folder but cannot write to any of them. Finally, we have the highest user which is Directors and they have full read and write access to both policy's and procedures and Management folders. 

Users on the network should not download large files unless authorized to do so as this will slow down the network as a whole and each user will be limited to a max download and upload speed of 30 mb per second to reduce a spike in network traffic caused by users. This limit can be changed at anytime for any reason.

User desktop interface design

This is the basic desktop for all users on the system and includes easy access to file explorer, word processer, excel software and calculator.

System and network requirements

All users on our network will have the same ammount of access throughout the systems and network no matter where they are throughout the site. All users will have the same minium amount of power on each machine they encounter as we do not want to create any bottle knecks throughout our systems and network. Our network is able to handle a few hundred users without issue and an increase of users accessing our network should not hinder you and your work.

Backup procedures

At Cyber Solutions we will be undergoing a range of diffrent backups from daily backups to weekly backups. Everyday we will have an hourly backup of all files that have been updated or created within that hour of work which could variry from important files to less important files. There will also be a daily backup of all files on the shared network that will all be backed up to another drive on the network and to a remote server as well in case of an onsite issue. All backups are taken seriously at Cyber Solutions so all important files should and will always be backed up automaticaly.