Detailed Technical Specifications & Acceptable Use Policy (AUP)

This document outlines the technical standards and usage requirements for all clients under a Managed Service Agreement with SoHo Network Solutions.

1. Technical Service Specifications

1.1 Endpoint Security (EDR)

• Platform: Threatdown (Powered by Malwarebytes).
• Monitoring: 24/7/365 automated scanning for ransomware, zero-day exploits, and malware.
• Remediation: In the event of a detected threat, SoHo Network Solutions will isolate the affected host from the network automatically to prevent lateral movement.

1.2 Data Backup & Business Continuity

• Workstation/Server Backup: Powered by Axcient. We perform full-image backups including Operating Systems, applications, and data.
• Retention: Default retention is set to 30 days local / 1 year cloud unless otherwise specified in the individual Statement of Work (SOW).
• MS365 Backup (Axcient365): Includes Exchange Online, OneDrive, and SharePoint. Backups are performed three (3) times daily.

1.3 Patch Management

• Critical OS Patches: Deployed within 48 hours of release after stability testing.
• Third-Party Applications: Updates for supported applications (Chrome, Adobe, Zoom, etc.) are pushed weekly during non-business hours.

2. Acceptable Use Policy (AUP)

To ensure network security and optimal performance, all users agree to the following:

2.1 Security Hygiene

• Credential Security: Users must not share passwords. Use of the provided Bitwarden vault is mandatory for storing company credentials.
• Multi-Factor Authentication (MFA): MFA is required for all Microsoft 365 accounts. Disabling MFA without written consent is a violation of the security policy.
• Unapproved Software: Users are prohibited from installing unauthorized third-party software (e.g., P2P file sharing, unverified browser extensions).

2.2 Hardware Care

• Managed devices should remain powered on and connected to the internet after hours on Wednesday nights to allow for maintenance and patching.
• Tampering with or disabling the Threatdown or Axcient agents is strictly prohibited and may void recovery guarantees.

3. Client Obligations

• Designated Point of Contact: Provide one primary contact authorized to approve “Out-of-Scope” labor or emergency expenses.
• Hardware Lifecycle: SoHo Network Solutions reserves the right to move a device to “Best Effort” support if the hardware is more than 5 years old or is running an end-of-life (EOL) Operating System.
• Connectivity: The Client must maintain a business-class internet connection. SoHo Network Solutions is not responsible for SLA breaches caused by ISP outages.

4. Liability & Limitations

• Cybersecurity Disclaimer: While we employ industry-leading tools (Threatdown, ProofPoint), no security stack is 100% impenetrable. We commit to industry-standard mitigation and recovery but do not guarantee against all cyber threats.
• Data Integrity: Client is responsible for notifying SoHo Network Solutions of any new physical hardware or local drives that require backup inclusion.

Last Updated: March 2026. SoHo Network Solutions reserves the right to update these specifications as technology and security threats evolve.