RSS Cloud Solution COMMON QUESTIONS

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1 RSS Cloud Solution COMMON QUESTIONS 1

2 Services... 3 Connectivity... 5 Support... 6 Implementation... 7 Security... 8 Applications... 9 Backups Contact

3 Services What is included in the Service? The complete RightSize Solutions Cloud solution provides your with a customized Cloud based infrastructure. The Cloud Infrastructure can and usually is interconnected to your local office(s). Combined with our sophisticated infrastructure we provide expert technology support professionals who know and understand your business. With RightSize Solutions, you get your own Technology Department and custom Technology Infrastructure. What is not included in the Service? RightSize Solutions provides nearly all of our services as part of the Cloud Service. There are a couple of additional services available, entirely at your option: Anti-Virus protection for your local devices. RightSize Solutions utilizes Trend Micro s award winning anti-virus to protect your local devices. RightSize Solutions sells this software per device for a flat monthly fee, which provides tremendous flexibility for you as you can add and/or remove devices from the program on a monthly basis. Encrypted As an additional service, RightSize Solutions can provide an enhanced infrastructure which includes encrypted . This service is provided on a per user basis and can be turned on and off at any time. Users of this service can encrypt a single and/or can be encrypted based on customized policy rules. For more details, please click RightSize Solutions Encrypted . and Social Media Archiving 3

4 Can I just use your backup service? No. RightSize Solutions only offers their backup service as part of their complete service. What is pricing based on? Pricing is based on: 1. Total Number of Users 2. Amount of Storage Required 3. Complexity of your environment What does a SAS70 Datacenter mean? Statement on Auditing Standards (SAS)70, is an internationally recognized audit standard developed by the American Institute of Certified Public Accountants (AICPA). A SAS 70 audit is widely recognized because it represents that a service or outsourcing organization has been through an in-depth audit of their control activities, which generally include controls over information technology and related processes. The RightSize Solutions datacenters are SAS 70 Type II certified and are currently undergoing certification for the new SSAE16 standard. Statement on Standards for Attestation Engagements number 16 (SSAE 16) is the new "attest" standard put forth by the Auditing Standards Board (ASB) of the American Institute of Certified Public Accountants (AICPA). For reporting periods ending on or after June 15, 2011, SSAE 16 will become the new standard for reporting on controls at service organizations, essentially replacing Statement on Auditing Standards number 70, simply known as SAS 70. What does a SSAE16 Datacenter mean? SSAE 16 Definition: Statement on Standards for Attestation Engagements (SSAE) No. 16 is an attestation standard put forth by the Auditing Standards Board (ASB) of the American Institute of Certified Public Accountants (AICPA) that addresses engagements undertaken by a service auditor for reporting on controls at organizations (i.e., service organizations) that provide services to user entities, for which a service organization's controls are likely to be relevant to a user entities internal control over financial reporting (ICFR). SSAE 16 effectively replaces Statement on Auditing Standards No. 70 (SAS 70) for service auditor's reporting periods ending on or after June 15, Two (2) types of SSAE 16 reports are to be issued, a Type 1 and a Type 2. Additionally, SSAE 16 requires that the service organization provide a description of its "system" along with a written assertion by management. I have several non-microsoft Applications (PortfolioCenter, Junxure, Quickbooks...) who owns the applications? RightSize Solutions provides Microsoft applications such as Office as part of the Cloud solution. All non- Microsoft applications remain the property of the client. RightSize Solutions may purchase and own third party software licenses that are required to support the infrastructure or specific functionality. Can I resell the RIGHTSIZE Solutions Cloud to my customers? Yes. RightSize Solutions has a program that can provide a secure Cloud solution for your clients. 4

5 Will RightSize Solutions host my Web Site? RightSize Solutions only hosts Intranet Web Sites used by users of your Cloud environment. RightSize Solutions strongly recommends that your public facing Web Site be hosted by a national provider such as Network Solutions or GoDaddy. This approach limits public traffic to the RightSize Solutions datacenters. Can I rent servers and/or rack space from RightSize Solutions? No. RightSize Solutions has architected a secure environment specifically for the purpose of providing custom Cloud solutions to you. Is Anti-Virus Protection provided? Yes, Anti-Virus protection is provided for all Servers within the Cloud environment. We strongly recommend that local machines also be protected. RightSize Solutions provides (as an option) Anti- Virus software for your local devices for a nominal monthly fee. How many users can I have in my RightSize Solutions Cloud? Unlimited. RightSize Solutions supports clients of all sizes, large, and small. Connectivity What kind of speed can I expect using the RightSize Solutions Cloud? Speed in any cloud solution depends on your local connection to the internet (Bandwidth) and the number of users that will be connected to the Cloud Solution. It has been said that the more bandwidth you have the better a Cloud Solution will perform. That can be true but it is also greatly simplified. The RightSize Solutions Cloud Solution mainly utilizes Microsoft s Remote Desktop Protocol (RDP). In most scenarios, RDP s bandwidth usage is very low (on the order of Kbps per user depending on the application being utilized). RDP will require more bandwidth for Graphic intensive applications like High Graphic Animated PowerPoint Presentations, AutoCad, and Browsers showing Streaming Graphics, Video or Sound. Other factors impacting bandwidth utilization can be Scanning, Printing and local internet activity such as streaming music and videos. In most cases, scanning and printing have a minimal impact on bandwidth. However, large scan or print jobs can consume larger amounts of bandwidth. RightSize Solutions has numerous ways of resolving these issues without necessarily having to increase bandwidth. In many cases, RightSize Solutions has been able to assist clients in upgrading their Internet ++Connection. Often, we have been able to lower the cost of these connections and/or provide redundant solutions for a modest monthly increase. What happens if I lose my local internet connections? If you do not have connectivity to the Internet, you will not be able to access your Cloud Environment. RightSize Solutions works closely with each client to define their policies and procedures to assist in such events. Solutions range from redundant internet connectivity solutions (including multiple carriers and 3/4G wireless solutions) to alternate site availability such as public domains and home based access. 5

6 What devices can I use to connect to my Cloud? Any device that can support a RDP or RDC (Apple, Linux, ios and Android) client software. All current releases of Windows come with a robust RDP client. The Windows RDP client typically provides the most functionality for the user. List of Current Devices accessing the RightSize Solutions Cloud include: 1. Any Windows machine running Windows 7 Pro or higher 2. Thin Clients Wyse and HPLinux Devices 3. Any Linux based device with an RDC client loaded 4. Any Apple device that supports an RDC client (Most can be downloaded for Free) 5. ios and Android using the Microsoft RDP App. Support How do I get support? You may contact RightSize Solutions by: Creating a Help Desk Ticket Calling our support line and selecting Option 2 Sending an to What does Support cost? Nothing. Support is included with the RightSize Solutions Cloud Solution. A team of professionals, who knows your business, is working to help you realize the full potential of your technology. Do I need local IT Support? Most of our clients do not require local support. In cases where local support is required, we work with vendors of your choice and/or with mutually approved providers. When third parties are utilized to provide support, RightSize Solutions does not markup services of local providers. What do I do if I need to turn off access for a user? Simply contact RightSize Solutions Support via: , Phone, or Help Desk Ticket. Regardless of how you desire to contact RightSize Solutions, a Help Desk Ticket will be generated to track your request. 6

7 Implementation Can I share files between multiple offices? This is inherent in the RightSize Solutions Cloud Solution. Regardless of your location, your private custom Cloud solution provides access to your approved applications and data. Simply save your files in the appropriate folder and those with access to the folder can share the contents of that folder from anywhere. How do I migrate from my current system to the RightSize Solutions Cloud? RightSize Solutions will manage the entire migration and on-boarding process. In general, while your custom Cloud environment is being built, RightSize Solutions securely collects your data and moves it to your new custom environment. Data is then synchronized between your current production environment and your Cloud environment until you are ready to utilize your environment. You have as long as necessary to review your new environment. RightSize Solutions works with you to train your resources on the new environment. Once you are satisfied with the new Cloud environment, we schedule the actual implementation. We typically recommend that you do the migration over a weekend to minimize disruption to your day to day operations. This allows the synchronization of your files and the migration of your during nonbusiness hours. How long does it take to implement the RightSize Solutions Cloud? There is no typical time frame to implement a custom Cloud solution. Some of our clients have been implemented in a matter of days while others have taken several weeks. There are many factors involving the implementation of a custom Cloud solutions but that being said, 6 to 8 weeks depending on the number of users, complexity of the client s environment and the availability of client resources to test their new environment. Do I have to upgrade my current PC to access my RightSize Solutions Cloud? Not typically. All Windows 7 based machines work out of the box. Windows XP and Vista machines are no longer supported. All of our services are backed with a 100% guarantee. 7

8 Security Can I use one logon for more than one user? Yes. However, RightSize Solutions specializes in regulated industries such as Financial Services and Private Healthcare. Upon written request from a client, RightSize Solutions will support a generic logon to be utilized by multiple individuals but does not recommend this approach as it is not compliant with normal security requirements for most financial service or private health care organizations. Additionally, only one user can use the generic login at a time. Is my Cloud solution private? Yes. A complete private Virtual Infrastructure is built for each RightSize Solutions Cloud client. Each client is assigned a unique private access service, private server, data infrastructure, and firewalled sub-network. How can I control access to certain file folders? RightSize Solutions utilizes Microsoft s technology called Access Based Enumeration (ABE). This technology minimizes the use of Mapped Drives. This simplifies the environment for the user by minimizing the number of mapped drives the user has to search to find their documents. ABE filters shared folders visible to a user based on that individual user s access rights, preventing the display of folders or other shared resources that the user does not have rights to access. End users see only what files and folders they need for their responsibilities rather than spending time looking through lists of inaccessible folders and files. How does security work? To ensure security, RightSize Solutions creates a private Infrastructure for each client. Clients are assigned a unique private access service, private set of virtual servers, storage volumes and a private network. RightSize Solutions has implemented several security layers. The connection to your private environment is accomplished through either a Virtual Private Network (VPN) or MPLS private circuit and/or a secure connection (Transport Layer Security (TLS) /Secure Socket Layer (SSL)). RightSize Solutions establishes a secure connection by encrypting the communications between the client s end device and their private environment. Encryption protects against the risk of unauthorized transmission interception on the link between the Cloud and the client. By default, the connections are encrypted at (128-bit) encryption algorithm. Our clients connect to the RightSize Solutions infrastructure through an encrypted SSL connection. Our front end infrastructure then controls connection to your private environment through another layer of encryption. Depending on the client s requirements we can customize specific access policies that can include access time restrictions. As an option we can also provide two factor authentications. This is an approach to authentication which requires the presentation of two different kinds of evidence that someone is who they say they are. Two factor authentications imply the use of two independent means of evidence to assert an entity, rather than two iterations of the same means. Something one knows, something one has and something one is are useful summaries of three independent factors. This option has been available for several years but few of our clients have found it necessary to use. Additionally, RightSize Solutions utilizes Microsoft s Active Directory Services for user Authentication. This provides the primary authentication method and also provides the means by which to restrict access to applications and data. 8

9 Applications How can I print to my local printers? The RightSize Solutions Cloud solution provides two methods of printing to local devices. For personal printers configured on local PCs, such as USB based printers, RightSize Solutions utilizes Microsoft s Easy Print technology to automatically detect and redirect print request generated by Cloud based applications to your printer. For LAN based or IP based Printers, RightSize Solutions establishes a Virtual Private Network (VPN) with your local network and defines the network printers in your Cloud environment. This enables you to directly connect your large network printers, scanners and fax machines with your custom RightSize Solutions Cloud Solution. Can I scan a document into my file system in the Cloud? Yes. RightSize Solutions supports both Network based scanners as well as scanners locally attached to your PCs. Scanners must support TWAIN or WIA drivers. Will my core business applications work in the Cloud Solutions? RightSize Solutions can support most Windows based applications and all WEB based applications. There are only a few Windows applications that RightSize Solutions suggests not running in a Cloud environment, such as; applications that are video intensive like AutoCAD, animation, and video streaming. What CRM Systems are supported? RightSize Solutions will support the CRM of your choice. Can I move non-windows based applications to the RightSize Solutions Cloud? No, currently we only support Windows and Web based applications. How do I share files between multiple offices? This is inherent in the RightSize Solutions Cloud Solution. Regardless of your location, your private custom Cloud solution provides access to your approved applications and data. Simply save your files in the appropriate folder and those with access to the folder can share the contents of that folder from anywhere. Backups How do backups work? The status of individual client backups are recorded in a Backup Report and available for review by the clients via a client specific web site. RightSize Solutions also has procedures in place to monitor backups on a daily and monthly basis for valid execution. RightSize Solutions support resources are notified of the status of all backups via . RightSize Solutions manages 3 levels of backups. The daily backup is run every day at an appropriate time. Continuous backups are run throughout the day. These backups ensure that even if a file is deleted it will remain in the archive indefinitely. Additionally, RightSize Solutions provides 2 snapshots throughout the day that provides up to 10gigabytes of archived file versions. This enables you to restore versions of files on an intra-day basis. Additionally, RightSize Solutions ensures that clients have access to their archived backups without RightSize Solutions assistance. 9

10 Can I just use your service for ? Yes. Can I access my calendar, contacts and on my phone and tablet? Yes. RightSize Solutions has implemented Microsoft s Exchange technology. Any device that can connect to the RightSize Solutions Exchange environment will be able to see their , contacts, and calendar. RightSize Solutions Support team will assist you with configuring your device. Also, with proper authentication, a user can access their , calendar and contacts from a browser. Can I send encrypted ? Yes. As an option any user may send an encrypted directly to the recipient(s) inbox. A key advantage of using the RightSize Solutions Secure Registered solution is that the sender will receive legal proof that the was delivered. Will the RightSize Solutions Cloud system archive all of my ? Yes. As an optional service, RightSize Solutions automatically archives ALL for your organization. This enables users to easily maintain their inboxes with confidence. Simple and complex searches are available. For many of our clients, archiving is not just an easy way to manage their but it is a regulatory requirement. Our archive system is designed to help your company comply with archiving legislation such as the Sarbanes Oxley act (SOX), Gramm-Leach Bliley act (GLBA) and the Freedom of Information act (FOIA). Can be sent to a third party system for archiving and audit purposes? Yes. For several of our clients, regulatory compliance mandates that a third party provide archiving and monitoring. Our system can simply journal all s to such a third party. What happens to my current when I implement the RightSize Solutions Cloud? Each implementation is customized to your requirements. In general, recent , all received in the last 30 days, are stored in a Personal Archive file known as a PST file. Your recent along with your calendar events and contacts are imported into your new Exchange database. Your archived is available to you through the Outlook application. 10

11 About RightSize Solutions RightSize Solutions, LLC was established in 2003 to help small to mid-sized organizations leverage technology in order to assert a competitive advantage and achieve their desired business goals. Having worked extensively in the Financial Services and Healthcare sectors, we understand your industry environment, rigorous regulatory requirements and the role technology plays in the success of your business. We provide a hybrid solution of world-class cloud technology and client-centered IT services that result in reduced costs, increased efficiency and the reliable security of all your systems and data. How to Contact Us The professionals at RightSize Solutions can be contacted at: Phone: (Option 7) Online: THE BOTTOM LINE? RightSize Solutions Is Your Complete IT Department. 11

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