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Routine Maintenance Visit

Routine Maintenance Visit

Brandon Hamilton2021-01-22T15:22:12-07:00February 27th, 2020|Categories: Tech Forms|
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  • We are trying to prevent lost RMVs by making this page public (so that you don't have to log in to WordPress).
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  • RMV Details

  • In order to improve matching of completed RMV forms to the correct client in Control and to ensure the Last RMV date is correct, please use the RMV Form links in control which will pre-populate Client Name and Tech Name below:

  • STOP - you will not be able to submit this form because you didn't initiate it from Control, like noted above. This is now required for 'Create a Project action for me' type stuff to work and link up correctly

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  • Network audits are for when you are checking another tech's work to ensure they didn't miss anything.
  • Quick RMVs are shorter and should be done at whatever frequency is specified in Control. A Full RMV should be done if you are taking over as Lead Tech from another RMTT Tech. A Full RMV will have you verify some things that haven't been checked since the initial cutover. New Client Audit is a sales tool with the intent of gathering information about what a client will need to get 'caught up'. Cutover is when we are taking over a new client the first time. NCA and Cutover is for when they've already signed with us, but a New Client Audit hasn't yet been done, so we still need to provide them with a catch up quote. Full descriptions of RMV types available here
  • Are you doing this RMV as a result of a Lead Tech Transition? Reminder, it should be a full to make sure nothing is missed.
  • Previous guidance was 1 out of every 4 RMVs should be a full. We've pulled that back are recommending Full RMVs when a major change has taken place such as a new lead tech, new server, extended amount of time has passed. If this meets any of those criteria, please choose Full on the above question instead. If you plan on having the secondary tech do the next Full, please work with them and dispatch to get that scheduled
  • You have selected a New Client Audit. An NCA typically happens in the sales process before a customer has committed to work with RMTT. If they've already committed to work with RMTT, you may want to choose an NCA and Cutover instead. The goal of an NCA is to find any red flags in a client's network so that we can come up with a proposal or "catch up quote" of what all needs to be done to get them in good shape. These are 'look but don't touch' questions. Upon completion, you will be emailed a copy of your answers with sales cc'd so that you can work with the sales rep on the "catch up quote". Unless otherwise specified, NCA's should be Zero Billed
  • You have selected a cutover. A cutover should only happen after a client has committed to working with RMTT and if they've already had an NCA done as part of the sales process. If an NCA hasn't been done already - you probably want to choose NCA and Cutover instead. The goal of a cutover is to cutover all services to RMTT and remove any prior IT company's tools. You may also be addressing items identified in the NCA, be sure to work with the sales rep to ensure you have an understanding of all things to be addressed. Unless otherwise specified, Cutovers are billable
  • You have selected an NCA and Cutover. An NCA and Cutover should happen after a client has already committed to working with RMTT, but has not had an NCA as part of the sales process. The goal of an NCA and Cutover is to find any red flags in a client's network so that we can come up with a proposal or "catch up quote" for what all needs to be done to get them in good shape. As well as to cutover all services to RMTT and remove any prior IT company's tools. Unless otherwise specified, NCA and Cutovers are billable.
  • If they don't have any of these items, uncheck - it will make the RMV go much quicker. Uncheck on a New Client Audit as well.
  • Primary Contact Check-in

  • If you choose yes, you will be presented with a next page of questions to send a 121 point inspection type report you'd get from an auto shop to the primary contact.
  • Pay attention to any recurring issues and if we need a make any systemic or overhaul changes. IE, printers keep going offline, or Bob's computer keeps rebooting randomly
  • (New 3/2021) In Control>Client Notes - add how they would like to be contacted if we get alerted of an issues. IE, fine to call 24/7. Only call after 7:00AM. Email only. Email work address as well as 3031234567@vtext.com, Any information that would make the person checking for server outages in the morning have a better chance of getting a hold of the right person at the right time with the right method.
  • For example, Teams just added the option to do a poll during a meeting, this client is a heavy teams user and might really appreciate that. Basically - you know this client well, is there anything you can share with them that would help them out?
  • The goal is to get a list of what you should be on the lookout for as you're working through this list. Overall slowness? Wifi stinks? They don't like their email system? Want to be able to send encrypted emails and can't?
  • Client Overall

  • For quoting Proactive, etc
  • For quoting Proactive, etc
  • For quoting Proactive, etc
  • For quoting email, etc
  • For quoting email, etc
  • Which of these items were not filled in correctly?
  • Primary Contact identified, Industry selected, Platform selected, All usernames/passwords, Business Hours, Backup details, Email Service, Proofpoint, VPN details, File Services details, Expected Speed, Dental details, Comcast account number, etc. If I were another tech, I could definitely help this client based on Control info
  • Secondary tech should be able to cover for you at this client if you were out for an extended period of time. Secondary tech should not be remote (unless client is too). Is the person listed up for the task? Should you schedule a time to give them a run through? Should they do a Full RMV here to give them a better grasp of the network and check your work? If any tech should be able to walk in here with no problems whatsoever, set secondary tech to Next Tech Up (vs. blank)
  • Use the Control password generator to create complex passwords to replace default or weak passwords. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • Verify all items in Control under open actions are addressed and flag is cleared
  • Hidden
    Win7 EOL was Jan 2020, start warning and coming up with a gameplan now. You can send them a report if they have proactive: reports (top nav)>Devices>Proactive Devices>Client. you can calo buy another year of win7 support: Buy Win7 Extended Support
  • Log into Control, under the activity tab, look through all the alerts and make any necessary fixes - when done, click mark as addressed
  • Proactive Setup

  • How to create a customer in n-central. This guide includes NO AV exceptions, etc.
  • Recommendation is to setup via Group Policy
  • This allows resetting passwords, etc via n-central without having to log in to the console, enter passwords, etc. Big time saver. How-To
  • Especially with dentals as these require more steps
  • Backup

  • Acronis is the RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • If there are multiple onsite backups and any are Files and Folders, choose Files and Folders
  • Occasionally a backup plan is initially setup for just files and folders to save space or to mirror a previous backup solution's dataset. Is that still appropriate? If it won't cost the client too much more, should we make the switch? This could definitely have been the case for SOS customers
  • Time to upgrade them to a NAS for backup? Use the RMV summary green/yellow/red to help with this
  • DeviceLast 100% complete backup 
  • Even if backup is reporting successful - it's imperative to actually do a test restore to ensure backups are working. We have definitely seen success misreported
    DeviceFile Restored 
  • Acronis is the RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • If there are multiple offsite backups and any are Files and Folders, choose Files and Folders
  • Occasionally a backup plan is initially setup for just files and folders to save space or to mirror a previous backup solution's dataset. Is that still appropriate? If it won't cost the client too much more, should we make the switch? This could definitely have been the case for SOS customers
  • DeviceLast 100% complete backup/offsite rotation 
  • Even if backup is reporting successful - it's imperative to actually do a test restore to ensure backups are working. We have definitely seen success misreported
    DeviceFile Restored 
  • If Acronis, here's a How to. Datto/WSB/Veeam have other methods
  • How to setup Acronis
  • Acronis wiki. We've changed the recommendation a couple times with regard to how to setup backup plans. Also ensure that Active Protection is in desired state. Be sure to set No Successful backups for specified number of consecutive days setting. This also includes setting up an entire machine backup to a local device (even if you also use WSB)
  • Recommendation is one backup plan to local and separate backup plan to Cloud. No longer recommended to have one backup plan that goes to local and replicates to cloud. Follow this wiki to separate single backup plans with replication to cloud without reseeding
  • For details, see this wiki
  • client > settings > agents and selecting the agent and click "upgrade agent". Do not do this for Synology/Docker
  • Datasets are more commonly missed. If they replaced a server, make sure to delete the old server's data (if that's what the client wants)
  • There will be scheduled tasks for: RMTT_Backup Success/Failure - run them and verify they are received in the Alerts section of the Activity Tab. You will have to click Showing Open Alerts to toggle and see all. This is the new way to test vs. checking the support@ mailbox
  • How-to
  • How-to Encrypt a WSB drive
  • Print out list of dataset or otherwise show to customer and have them verify that it's everything. Protip - do c:\shares and put all shares there, that way new shares would more likely be included in backup set. Don't forget Quickbooks file.
  • If they don't have one - see recommendations on RMTT Wiki - Web Development
  • Are drives failing or filling up? Should we replace with a Synology?
  • If we'll be quoting any backup solutions, what is the size of the dataset we should quote based upon?
  • Put 0 if backup is in good shape, otherwise estimate how many hours to quote for backup catch up? Time to encrypt backup drives?
  • Are there any red flags? Do we need a full revamp? New hardware? New software? Mission critical product like Datto or similar?
  • Server (General)

  • Since they do not use Proactive, manually add server with service tag to Control>Key Info>Devices. This will still allow us to track warranties and retire dates (and send related emails)
  • In Control>Key Info>Devices>Additional Info>Retire Date. (on each server)
  • Domain is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • Is hardware old? Is Server OS end of life?
  • How many hours should we quote for a full server replacement?
  • Look for everything, VPN, LogMeIn, Bomgar, TeamViewer, MSP Software, ports in Firewall, Access Points from their Controller. It's embarrassing when the old IT company calls to have the customer remove it because we missed it.
  • you can use your phone via web interface of Control
  • Run a self test if you're unsure of status.
  • Server (Windows)

  • Verify RMTT Installer has been run on Server. Make sure to choose Server from drop down. To verify Server was selected, go to scheduled tasks and check to see if there's a task for sending WSB logs
  • Server NameDrive LetterUsed SpaceFree Space 
  • Create new row for each server. Details on Datto conflict: Wiki - Datto
    Server NameDrives 
  • Make sure shrUsers folders are actually private if that's the client's intent
  • Using Server Manager can be a good way to do this
  • Check event log to see if there are many failed logon attempts (even if RDP isn't open publicly).
  • most brute force attempts use administrator for username, changing to superman helps alleviate this issue. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control
  • If the admin password is changed, any scheduled tasks that are based on that admin account will no longer work - so this check is to verify that all scheduled tasks are still running
  • If the admin password is changed, any services that are based on that admin account will no longer work - so this check is to verify that all services are still running
  • Remove/disable any old users/former employee. You can run this command in powershell on a domain controller to create a list:
    never logged in users:
    Get-ADUser -Filter {(lastlogontimestamp -notlike "*") -and (enabled -eq $true)} | Select Name,DistinguishedName
    users not logged in for 90 days:
    $date1= (Get-Date).AddDays(-90)
    Get-ADUser -Properties LastLogonDate -Filter {LastLogonDate -lt $date1} | ft
  • Verify only authorized users are members of Domain Admins group or any other group with admin rights. Check effective permissions on a share that should be locked down and ensure it's correct.
  • Wiki - DNS Scavenging. FYI, this link is part of the n-central setup doc, but perfectly describes setting up DNS Scavenging.
  • Wiki - Reverse DNS
  • Key Info>Devices Tab. Category = Mapped Drive. Descriptor = Drive Letter. Name = UNC. (i) has a spot to check if deployed via GPO. NBC should probably be checked so that there's a reminder on new builds to ensure drives are mapped properly. Mapping drives via GPO is the RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • RMTT Wiki - Enabling Auditing of Files/Folders
  • Run How to setup Anti Lockout Policies
  • How to: Print Management via GPO. RMTT Standard is to deploy printers via GPO. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • Wiki - OMSA
    Server NameDone or Not Done 
  • Even if you didn't buy an iDrac, there probably is an iDrac express. Setup with these steps. iDrac Standard (not express) is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • Wiki - iDRAC
  • If a Dell, here are the options: How-to upgrade Dell Firmware. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • Is there actually redundancy to the RAID Array, or did some bonehead set it to stripe. If you aren't comfortable with the current RAID configuration, make a gameplan to change it. Reminder, you should be able to pull this info from iDRAC or OMSA on a Dell. RAID 1 or greater is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
    ServerRAID Level 
  • Are any drives already failed? Throwing SMART errors?
  • Lots of old Cornerstone whitebox servers have software RAIDs which are not recommended. If you see a software RAID, it's probably time to quote a new server.
  • Really only works well on bare metal servers, but if they have a battery backup, we should have PowerChute or similar software gracefully shutdown on extended power failures
  • babysit these, don't assume a server that is way behind will update smoothly. Reboot/update until fully caught up (the reboot part is usually where bad things happen).
  • Server NameNumber of Updates 
  • Is DNS correct? Are old domain controllers properly demoted? Is this thing just limping along or actively maintained?
  • Server (Mac)

  • and documented in Control
  • If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control
  • Server (Synology)

  • most brute force attempts use administrator for username, changing to superman helps alleviate this issue
  • Is there actually redundancy to the RAID Array, or did some bonehead set it to stripe. If you aren't comfortable with the current RAID configuration, make a gameplan to change it.
    ServerRAID Level 
  • Under Key Info>Setup>Backup Strategy
  • If you decide quickconnect is appropriate How-To
  • As a security measure against brute force via quickconnect
  • How-To
  • Lots of brute force hacking via QuickConnect - setup OpenVPN or Proactive to allow us remote access for administration as a more secure method. Be sure to update Control with access instructions
  • If Synology data is mission critical, would a high availability setup be a good recommendation? Customer Summary may be a good way to pitch this Synology HA
  • In Control Panel>Security>Account>Auto Block, make sure it's set to auto block on X failed attempts
  • If you use Synology for OpenVPN access, export the settings and upload to Control
  • Main Menu > Storage Manager > HDD/SSD > SMART Test
  • Login to Control Panel > Security > Check Enhance browser compatibility by skipping IP checking
  • Wiki - Synology Data Scrubbing
  • probably only need to do this if you aren't/weren't getting notifications
  • How-To. This enables restore previous versions from Windows (if btrfs is used)
  • Verify we have credentials for synology account that has device registered (will need this for any warranty work)
  • Server (final)

  • Don't schedule it, actually reboot it and make sure it comes back up smoothly and no issues after reboot.
  • Windows - RMTT Installer creates a scheduled task that you can use
  • How many hours should we quote to get server cleaned up and in good shape? Is there DNS cleanup needed?
  • Any red flags? What else should be considered when putting together a quote for the server situation for this client? Other notes on how long server will last?
  • Hypervisor

  • If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control
  • Even if we don't monitor with Proactive, it's good to have the server service tag in there because Control will still pick up warranty details
  • It's easy to get in the habit of installing ESXi when a server is deployed and never upgrading again. This is bad news from a security and feature perspective. Please upgrade or schedule some time to do so.
  • Hint, there should be 0 unless you're actively working on something
  • Wiki - Free space buffer
  • Wiki - ESX, matching cores to hardware
  • Any red flags?
  • Workstations

  • Take a sample of the various types of workstations to get an overall sense of health. Examples of Type: operatory, admin, power user. at the end of this section you're going to be asked how many hours it will take to get workstations in good shape, this question is to help you get at that answer as best you can
    TypeHow Many?RAM OK?SSD?WinUpdate OK?Replace? 
  • Run RMTT Installer on ALL workstations. Make sure to choose appropriate OS from drop down
  • When Susan is now using Bob-pc (who was fired 3 years ago) it's very confusing. Also confusing when they ask for a list of computers Proactive is installed on (Bob left 3 years ago, why are we paying for that.... Well it's actually Susan's computer is a bad answer to have to give). You can do this from the command line to speed things up: Wiki
  • If the client had a report of all devices in Proactive - they'd be able to match it with actual machines in the office. If you need stickers, ask Dispatch. If you don't like the stickers, use the label maker you've been provided. Again, If not labeled, they will have a hard time understanding which machine is Susans.
  • Verify all software that should be installed on a new install is documented in Control>Key Info>Software and that the NBC checklist box is checked. Go to Control>Key Info>(three bars)>New Build Checklist to verify that if someone else had to install a new computer at this office, they'd have all the info they need
  • Many clients (especially dentals) use wireless keyboards, when they shit the bed and they don't have a backup wired keyboard around it can be far more urgent/devastating that you'd think.
  • How many hours should we quote for all workstations to cutover to RMTT? Think removing old AV, Windows Updates, Dell Updates, Join domain, Install Proactive, RAM and/or SSD upgrades, etc.
  • Enter details here about how many should be replaced, upgraded, and any other details that would help with the catch up quote. Should we upgrade Office?
  • Firewall/Networking Equipment/ISP

  • Should we address heat issues with their setup?
  • Document in Control as well
  • Key Info>(i) Next to WAN Address>Account Number. Without this we will not be able to call ISP on their behalf and therefore cannot help them when they are down
  • Document in Control>Key Info>Internet (i)>Expected Speed
  • Are above speeds adequate for company size, cloud use, etc?
  • Zoom requires around ~3.5MB upload per connection, is there enough bandwidth to go around? If not, rope in the sales rep to help get a quote for upgraded service
  • Do they want our help with a new phone system like Comcast BVE or similar? We need to be careful about recommending VoIP, but probably better to be a part of the conversation than not at all. We can at least provide a list of vendor options
  • pfSense is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control
  • Ensure there aren't any old or lax rules or port forwards. Make sure no DMZ are setup. Make sure RDP isn't open to the world. Make sure they have a real firewall at all and not just an ISP modem. Make recommendations for a new firewall
  • Or if you don't want to put in Control (not recommended), note in other field where you put it otherwise
  • RMTT Standard is latest version of firewall firmware. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • create a new row for each switch. RMTT Standard is Unifi and 1Gb minimum. If client does not meet RMTT Standard, note why in Control>Key Info Notes
    Ports in usePorts availableSpeedPOE 
  • Unifi is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • is the switch and the firewall and ISP equipment piled on top of one another and on top of the server itself? Can it be mounted on a backboard? Placed on a shelf? Is all equipment labelled?
  • This is not usually covered in flat fee, but we should do it
  • How many hours should we quote for everything you've recommended fixing in this section?
  • Any red flags? What shape is the server room in, any recommendations we should make? AC Unit? Improved airflow? Old equipment to remove? How much should we quote for recycling?
  • Cabling

  • Check all that apply
  • Check all that apply
  • What shape is the cabling in?
  • This is not usually covered in flat fee, but we should do it
  • Any red flags? Anything else to note specific about cabling?
  • pfSense

  • you can upgrade to the latest pfSense version without a reboot from the CLI: How To. Probably not a good idea to do this remotely just in case it doesn't go well. There have been reported issues with doing a CLI update to 21.05. RMTT Standard is to run latest firmware. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • 32bit x86 nanobsd hardware can no longer be updated past 2.3.X, which is no longer getting updates. If that's the case, quote them new hardware. RMTT Standard is non-EOL Hardware. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • edit C:\Program Files (x86)\RMTT\Tools\pfSenseBackupTask.bat and make sure username and password are correct and verify you are getting backups to C:\Program Files (x86)\RMTT\PFBackup. Make sure the schedule task is running.
  • someone let BH know when this question has done its job and is no longer needed (at least on the Quick RMV)
  • Instructions available here
  • Instructions available here
  • any red flags?
  • Unifi

  • Go to your site, click on the little bell in the lower left to check for alerts. Address
  • how to: Wiki
  • any red flags?
  • Cloudtrax

  • We haven't sold Cloudtrax in a long time, hardware is probably close to EOL. Should we flip them to unifi?
  • Wiki - Cloudtrax Troubleshooting
  • PCI Compliance

  • Document scan site username/password in key info, etc.
  • Wattbox

  • Register with RMTT OCVS
  • Proactive

  • Is proactive an accurate number to bill from (if not add details to notes at end)
  • Is Deploy Proactive via Group Policy. If not, note why. Make sure script points to https://downloads.rmtt.com/WindowsAgentSetup.exe for download (not old /wp-admin location)
  • If it’s red – generally a service isn’t started (should be alerting under monitoring if this is the case), or the Agent failed to update properly. If service is started, reinstall app using this wiki
  • set filter to no agent checkin in X days and sort by Agent Version... no agent version then it's not actually installed. Manually install if device exists or delete
  • You can expose the filter in your dropdown by going to Configuration > Filters and finding the filter (AV Off), clicking it and then choosing Show in my Drop-Down
  • Customer > Configuration > Security Manager > Security Events. Make sure the same file isn't constantly getting quarantined/flagged
  • First- Reset Filters to make sure you aren't hiding anything. Are there any alerts under Active Issues? If a check (ex: warranty) is alerting and doesn’t require attention, Under Monitoring, turn service check off using Toggle. Service Details for the Check, set to Monitoring > Off/Disabled (do not turn monitoring off altogether or turn thresholds off, set to off under Service Details)
  • Verify there are no real workstations that were discovered but not yet active (can happen if we run out of licenses)
  • There are a couple report options:
    simple: Control>Reports>Devices>Proactive Devices>(Client)
    thorough: (Be on terminal server>Proactive>(select client)>Reports>Report Manager>Hardware Summary report>(select client and details you want)
  • Domain/Email

  • Once entered in Control, it will automatically pull expiration date and flag an alert if it's coming up in the next 3 months. if you won't want to do that for some reason, put expiration date in other field. This also helps with matching for Actions.
  • Adding to our GoDaddy pro allows us to manage their DNS, etc. without having to track down their passwords every time they change them. How To. Make sure you check the GoDaddy Pro checkbox in Control
  • Document in Control>Key Info
  • Are they on something old school without needed features? Do they need mail encryption?
  • If we're going to pitch a migration, should we be pitching MigrationWiz as well
  • Do they have a service like Proofpoint
  • and make sure email addresses are ones that are checked for ICANN verifications
  • Make sure there aren't any legacy MX records lingering and the priorities look good
  • Often times the registrar lookup will show TuCows or similar, but the actual registrar where you can login is someone different. Update who the reseller is under the (i) button next to the domain under Key Info>Domains
  • Verify we have accurate logon information documented in Control
  • Are we migrating them to a new registrar or email provider?
  • Any red flags? Should we switch email provider? Add backup service to email (like Acronis to Office 365 or G Suite)?
  • On-site Exchange

  • Question implies you'll do something if soon
  • Implies that it should be locked down, note why if it's not
  • G Suite/Google Workspace

  • Wiki - How to setup RMTT Super User and ensure it has 2FA enabled
  • Ideally enabled 2FA on all accounts, but at very minimum, ensure all Super Admin accounts have 2FA enabled. This can be a good selling point on getting them to buy G Suite through us instead. Once enabled for Super Admin, Control>Key Info>Email (i)>Check Two Factor Admin
  • Best practice is to enforce 2SV on all accounts. Once enforced, Control>Key Info>Email (i)>Check Two Factor Enforced
  • Vault is an awesome service for compliance, ediscovery, seeing if employees are up to no good, etc. It's included in Workspace Business Plus and up ($18/mailbox/month). If you don't want to talk to the customer, put this on the sales rep's radar.
  • Vault is not turned on by default, it must be configured before it will work. How to configure Vault
  • Sometimes customers rely on us to help ensure they are not overpaying for services they don't need. Sometimes they manage these things themselves. Get clarification on this and gameplan accordingly
  • We need to make these happen, makes administration of their accounts so much easier Wiki - Migrate billing to RMTT. If they are not a candidate to bill through us (IE, legacy free, non-profit, managed by corporate, etc), note in Control: How to Document if they are not a candidate for a reseller change
  • How to. If client does not meet RMTT Standard, note why in Control>Key Info Notes
  • Pricing and How-to
  • Microsoft 365

  • Wiki - Setup RMTT Global Admin and ensure it has 2FA enabled. This should be done even if they are in our Partner Center since there are some things we can't do as partners. RMTT Standard is to make sure this is done.
  • Sometimes customers rely on us to help ensure they are not overpaying for services they don't need. Sometimes they manage these things themselves. Get clarification on this and gameplan accordingly
  • Ideally setup 2FA on all accounts, but on Global Admins at the very least. This can be a good selling point on getting them to buy 365 through us instead. Once enabled for Global Admin, Control>Key Info>Email (i)>Check Two Factor Admin
  • This will disable POP, IMAP, Basic Auth, and required MFA. Depending on when the 365 tenant was provisioned, security defaults may or may not be enabled. Unless you know of and have documented in Control a reason not to, make sure Security Defaults are enabled: Enabling Security Defaults
  • How to generate report of MFA'd accounts. This needs to be done periodically as new users don't automatically get MFA enabled. This should be documented documented in Control>Key Info>Email (i)>Check Two Factor Enforced
  • Most clients should be able to bill their 365 licenses through RMTT: How to migrate billing to RMTT. Some clients (IE non-profits, managed by corporate, etc) are not: How to Document if they are not a candidate for a reseller change
  • Wiki - Office 365 Partner Center . This allows us to scan for email forwards on a regular basis with one script.
  • How-to
  • How-to. If they are in our Partner Center, we do this globally
  • How To. RMTT Standard is to have all of these in place
  • ORCA How-to Take recommendations as appropriate for a customer. IE, you may not want to disable whitelisting
  • Pricing and How To
  • Pricing and Install How To. Or kick this over to the sales rep if appropriate
  • Dental

  • Make sure Control is updated as well
  • And update in Control
  • Instructions available here
  • Make sure to include manufacturer, model and serial number as that’s quite important for calling in for support.
  • If they have G6 or greater, we need their database password before we can do any upgrades, etc. Make sure we have it before it becomes an emergency
  • If you need help adding an exclusion path to Proactive, ask CS
  • SoftDent Maintenance Utilities
  • Mostly needed for Care Stream products, but verify all Dental software starts up automatically on startup
  • In Control>Attachments, do you see a BAA listed? If not, have them fill one out: Control>(contact record)>Forms>BAA. Copy/Paste that link and send to client to complete
  • Connect with sales rep if they do. Point isn't to hardsell, but to make sure they know we are available if they want it
  • Primary Contact Check-out

  • Key Info>Vendors is where to document contact information for any of the client's other vendors. IE, if you need to contact web developer for DNS changes; phone vendor for vlan/switch changes; industry software account number and vendor's support number. You can export the list of vendors by clicking the 3 bars under key info>Overview, check vendors, export selected to give the primary contact a list to verify
  • Do all support requests need to be approved by Bob? For existing customers we redefined what should go in each of these places. Dispatch alerts shouldn't have key info and client notes - those go elsewhere. Check examples in Control
  • Does any equipment need to be replaced soon? What's the timeline for a new server? What workstations are on their way out? Keep the client up to date on what upcoming costs they should plan for. Create a timeline for the next 3 pieces of equipment that need to be replaced. Keep EOL dates in mind when reviewing
  • Throughout this RMV there was a few places where you could have created a list to share with the primary contact at checkout. This question is a reminder to share those lists to ensure they are pruned down correctly
  • You just make a ton of changes, tell them there can be over 300 things to check/change on an RMV. Have a discussion with the primary contact/owner/anyone that will listen about this. Let them know to expect to have some hiccups as we get them in better shape for the long run.
  • 9 times out of 10, when we do a cutover - there's something that doesn't go 100% correct. It's highly recommend you plan to be onsite the next day to clear up any issues. Even if you just hang out and take other remote things from their office. Makes us look like heros.
  • If they don't have recommended backup, firewall, AV, etc. Go to Control>Communications Tab>Declined Services. Check which services they are declining and either generate a link or an email. Declined Services How To. If you've already asked them about this multiple times, create an action for the sales rep to follow up
  • So they can know when to expect reboots to have happened. Device > settings > Maintenance Windows. By default all servers should apply updates/reboot on Tuesday mornings around 3AM and all workstations should be doing the same on Wed around 3AM
  • They can leave us feedback either of these ways or call Eric or Brandon directly
  • Feel free to give the customer your direct dial and email address, but let them know that the best way to get a hold of us is through the main number
  • Summary and Notes

  • If this client cleaned up all or most of the things you've noted, how many hours per month would you think they'd need if they went flat fee? Do not share number with client yet - this is just to start a conversation between you and sales.
  • this is automatically calculated from all the time you noted in sections above. Make note below if this seems way off. Do not share number with client yet - this is just to start a conversation between you and sales.
  • So that we have this all in one summary here at the end... What services do they not have now, that they need? Follow up with a quote
  • Is the client in good shape overall? If not, make recommendations, document in control, leave a paper trail to CYA
  • What is going on at this client that is different than RMTT Standards. Document in Control
  • What else needs to be addressed? What are future plans?
  • What else do we need to know about this customer to provide a good overview of what needs to be done to get them caught up? Are total hours added up above correct? What can go wrong when we take over? Are they way behind on versions and getting caught up make not go smoothly?
  • This Form

  • Trying to gauge how long to schedule for RMVs/Cutovers. This data will help
  • If you don't enter at least one character here, BH won't know you added feedback. Did you make notes in the 'other' section along the way (just type in see notes above)? Were there any questions on this form that you don't think were appropriate to be asked based on your selections? Goal is to keep improving the RMV so it's most efficient
  • If you didn't have time to do something and did not get it done, mark as so. Do not mark items incorrectly.
Save and Continue Later
  • You are seeing this page because you answered yes to 'Send Primary Contact an RMV Summary' on the previous page. Your answer to the questions below will generate an email to the primary contact (it will cc you as well) with the results. The goal is that this is similar to an inspection report you'd get from an auto shop. Some of these are prefilled based on previous answers, here is your chance to make any changes
  • This is how it will address the email... Dear {primary contact name}
  • cannot be blank, enter your own email address if you want to send to yourself first and forward later
  • cannot be blank, leave as your own email address if there are no additional addresses to send to
  • remove email address and put in your own if you don't want the sales rep to be cc'd for some reason
  • Hidden
  • Hidden
    Rather than sending a separate email for the RMV question about this, you can check yes here and in the summary email it will add this question: "
  • Recommendation Examples: change default passwords, enable two factor. Feel free to reference local accounts or email here, or later on in email question
  • Note Examples: Files/Folders, Entire Machine Recommendation Examples: Switch to Entire Machine, get Acronis, Get Datto
  • Note Examples: Files/Folders, Entire Machine Recommendation Examples: Switch to Entire Machine, get Acronis, Get Datto
  • Issue Examples: Age, Decommission Date, DCDiag issues, DNS Issues, RAID Level, Updates, Event Log issues, Disk Space Recommendation Examples: Replace in next 3 months, Get More RAM, Get SSDs
  • Recommendation Examples: upgrade to SSDs. Replacement for Win11 preparedness
  • Recommendation Examples: It should be replaced in the next 6 months to prevent unexpected downtime
  • Issue Examples: Firmware, pfSense vs. other, port forwards Recommendation Examples: Replace with pfSense, Sign up for Duo, Configure VPN
  • Issue Examples: Insecure passwords, slow, still cloudtrax Recommendation Examples: Replace with unifi
  • Recommendation Examples: do a cabling cleanup, label drops, put in a patch panel
  • Recommendation Examples: Switch to 365/Google, Move to RMTT reseller so we can manage easier
  • Recommendation Examples: move to RMTT Proactive so monitored
  • Recommendation Examples: move to RMTT Proactive, get Duo, ditch logmein
  • This is for anything else not covered by any of the very general areas above. This is where you'd add things like Dental (Example: Recommend upgrading to latest version of Dentrix)
  • For example, lists of domain admins, accounts that need MFA, etc
    Drop files here or
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    • Please click Submit, then you're done! (there just has to be something on this page)
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