Routine Maintenance Visit

Last Updated: September 26th, 2023/Published On: February 27th, 2020/By Brandon Hamilton/Views: 3328/

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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:

Client Name:*

I am*

Onsite

Remote

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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Date

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Time

Tech Performing RMV*

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Tech Performing RMV Email Address

Lead Tech Name

Hidden

Lead Tech Email

Hidden

Lead Tech ID

Hidden

Sales Rep Name

Hidden

Sales Rep Email

Hidden

Sales Rep ID

Hidden

Secondary Tech Name

Hidden

Secondary Tech Email

Hidden

Is this a Network Audit?

Network audits are for when you are checking another tech's work to ensure they didn't miss anything.

Yup

Is this a Team Lead Verification?

Team Lead verfications are for when a TL is verifying accuracy of a tech's RMV results

Yup

Is this a post migration MOP?

Adds additional questions for following up after a migration or cutover

Yup

What Type of RMV?*

Full RMVs should be done at whatever frequency is specified in Control. 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

Full

New Client Audit

Cutover

NCA and Cutover

Is this a Lead Tech Transition?

Are you doing this RMV as a result of a Lead Tech Transition?

Yup

Nope

Is this RMV being done after a server migration

Are you doing this RMV as a result of wrapping up a server migration?

Yup

Nope

Hidden

Should next RMV be a Full?

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

Nope, good for a quick the next time

Yes, and I should be the one to do it

Yes, secondary tech should do it to check my work and let them learn the network better

Create a project action to do a Full RMV

Other

Confirm understanding of the goal of this NCA*

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

Got It

Confirm understanding of the goal of this Cutover*

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

Got It

Confirm understanding of the goal of this NCA and Cutover*

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.

Got It

Uncheck to hide sections

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.

Automated RMV

Run RMTT Automated RMV

From the primary domain controller server, run Win+R, type 'powershell RMTT-Tools.ps1 (Ctrl+Shift+Enter) choose "RMV - Client Wide" from the menu. Follow prompts of any windows that stay open. When script completes, check Control>Alerts for results. If there are multiple servers, run "RMV - Additional Server" on additional servers. No server? run a client wide from a workstation

Done

Not Done

Other

Primary Contact Check-in

Send Primary Contact an RMV Summary

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. Pro Tip: In Control>Activity>RMVs - check "Always send client summary" to have this default to Yes.

Yes

Get honey-do list of any current issues

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

Done

Not Done

Other

Hidden

Document/Verify protocol for reaching client when a server is offline/downtime/etc

Control>Contact>Outage - 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.

Done

Not Done

I will ask in the RMV Summary

Other

Let client know any cool new features they might appreciate

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?

Done

Not Done

Other

Let customer know RMTT/Proactive's 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. This can be overridden by checking No Reboots in Control on a client and selecting an appropriate maintenance window profile in Proactive. See Wiki info

Done

Not Done

Other

Get a list of pain points/system wide issues

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?

Done

Not Done

Other

Get the following information to enter into Control or to reference later on

Phone vendor

Web developer

Comcast Account Number

Registrar Info

Full list of usernames/passwords

List of all domains to enter into Control>Key Info>Domains

What remote access software do they use for server/workstations

Client Overall

Remove ALL access from previous IT Company

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.

Done

Not Done

Other

Remove AntiVirus from previous IT Company

Sophos has required manual intervention in the past (and bit us) - make sure all AV is off the server.

Done

Not Done

Other

How many physical servers?*

For quoting Proactive, etc

How many virtual servers?*

For quoting Proactive, etc

How many Workstations?*

For quoting Proactive, etc

How many onsite humans?*

For quoting email, etc

How many remote humans?*

For quoting email, etc

Hidden

Are RMVs getting done according to the interval set in control

Yes

Other

Hidden

Missing Control Info

Which of these items were not filled in correctly?

Hidden

Any unclear or inaccurate areas in Control

Yes

Description of unclear/inaccurate areas

Hidden

Verify Control profile is fully up to date and accurate

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

Done

Not Done

Other

Verify secondary tech in Control appropriate

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)

Done

Not Done

Other

Verify there are no weak passwords (RMTT STANDARD)

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. You can run a KeyInfo Report from the key info 3 bar menu to see non-obfuscated passwords

Done

Not Done

Other

Resolve open Actions in Control (including Next Time)

Verify all items in Control Dashboard>Open Actions

Done

Not Done

Other

Resolve open Alerts in Control

Log into Control, dashboard>Open Alerts

Done

Not done

Other

Hidden

Verify there are no EOL devices?

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

Done

Not Done

Other

Proactive Setup

Are you setting up Proactive today?

Yes

Do you want a project action to setup Proactive?

Create a project action to setup Proactive

Create customer In N-Central

How to create a customer in n-central. This guide includes NO AV exceptions, etc.

Done

Other

Deploy agents

Recommendation is to setup via Group Policy

Done

Not Done

Other

Enable Active Directory/LDAP integration

This allows resetting passwords, etc via n-central without having to log in to the console, enter passwords, etc. Big time saver. How-To

Done

Not Done

Other

Ensure AV policies are deployed correctly

Especially with dentals as these require more steps

Done

Not Done

Other

Backup

Is Acronis already setup?

Yes

Are you setting up Acronis today?

Yes

Do you want a project action to setup Acronis?

Create a project action to setup Acronis

Fully cloud based?

Choose yes if they are fully on Sharepoint or similar and questions about local data backups are not relevant

Yes

What is the local data offsite backup solution? (RMTT STANDARD)

Acronis is the RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes. If there is no local data or need for local backup (for example Sharepoint only), select Intentionally None

Acronis

Rotated Media

Datto

Hyperbackup (Synology)

Intentionally None

Create a project action for sales rep to talk to client about backup

Create a project action for me to talk to client about backup

Other

Is offsite backup setup as Entire Machines or Files and Folders

If there are multiple offsite backups and any are Files and Folders, choose Files and Folders

Entire Machine

Files and Folders

Verify client is aware of potential pitfalls with Files/Folders only offsite backups

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

Done

Not Done

Other

When was the last successful offsite backup?

Device

Last 100% complete backup/offsite rotation

I did a test restore of a single file from offsite backup (this also helps verify encryption key on file is correct). The file I test restored was:

Even if backup is reporting successful - it's imperative to actually do a test restore to ensure backups are working. Please use C:\program files (x86)\RMTT\TestRestore\TestRestoreFile.txt for the restore file

Device

File Restored

What is local data onsite backup solution? (RMTT STANDARD)

Acronis is the RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes. If there is no local data or need for backup (for example Sharepoint only), select Intentionally None

Acronis

WSB

Datto

Veeam

Hyperbackup (Synology)

Intentionally None

Create a project action for sales rep to talk to client about backup

Create a project action for me to talk to client about backup

Other

Is onsite backup setup as Entire Machines or Files and Folders

If there are multiple onsite backups and any are Files and Folders, choose Files and Folders

Entire Machine

Files and Folders

Verify client is aware of potential pitfalls with Files/Folders only onsite backups

Done

Not Done

Other

What is the onsite backup media

NAS with unique password

USB

Other

Verify client is aware of potential security issues with backup media

Time to upgrade them to a NAS for backup? Use the RMV summary green/yellow/red to help with this

Done

Not Done

Other

When was the last successful system state/local backup?

Device

Last 100% complete backup

I did a test restore of a single file from the system state/local backup (this also helps verify encryption key on file is correct)., the file I did a test restore with was:

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. Please use C:\program files (x86)\RMTT\TestRestore\TestRestoreFile.txt for the restore file

Device

File Restored

Hidden

Were files test restored on the documented date of the completed RMV form?

Done

Not Done

Hidden

Verify no logins are saved in Chrome and that all passwords are unique

some former RMTT techs had this bad habit, make sure no credentials are saved in Chrome, make sure all passwords are unique (Acronis user, encryption key, NAS password, etc)

Done

Not Done

Other

What is cloud data backup solution? (RMTT STANDARD)

Acronis is the RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes.

Acronis

Datto

Veeam

Hyperbackup (Synology)

Intentionally None

Create a project action for sales rep to talk to client about backup

Create a project action for me to talk to client about backup

Other

Verify accurate dataset selection for cloud solution

RMTT Standard is to back up all units (mailboxes/sites/etc) at the parent level so all new units are included. If you manually select units, please review to ensure all desired units are backed up and make a Key Info Note

Done

Not Done

I created a list I will review with primary contact at checkout

Other

I did an Acronis 365/Google test restore (this also helps verify encryption key on file is correct). The item I test restored was:

Even if backup is reporting successful - it's imperative to actually do a test restore to ensure backups are working.

Item

File Restored

Hidden

Were files test restored on the documented date of the completed RMV form?

Done

Not Done

Hidden

Perform an Entire Machine Test Restore

If Acronis, here's a How to. Datto/WSB/Veeam have other methods

Done

Not Done

Other

What is the gameplan for getting them migrated to Acronis?

How to setup Acronis

I'll be making that happen today

N/A - They are sticking with backup solution noted above

Create a project action for me to migrate to Acronis

Other

Setup/verify Acronis setup per wiki recommendations (backup plans/active protection)

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)

Done

Not Done

Create a project action to setup a local Entire Machine Acronis backup

Other

Hidden

Update Acronis Agent

client > settings > agents and selecting the agent and click "upgrade agent". Do not do this for Synology/Docker

Done

Not Done

Other

Remove licenses and/or storage from retired devices/mailboxes

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)

Done

Not Done

Other

Are WSB backup logs monitored by Control?

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

Yes, and I tested

Other

Make sure Veeam config file is set to backup

How-to

Done

Not Done

Other

Encrypt External Backup Drive

How-to Encrypt a WSB drive

Done

Not Done

Other

Hidden

Ensure backup set is fully inclusive

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.

Done

Not Done

I created a list I will review with primary contact at checkout

Other

Hidden

Ensure client is working with a web developer, has a disaster recovery plan for their website and web developer contact info is in Control (Key Info>Vendors Tab)

If they don't have one - see recommendations on RMTT Wiki - Web Development

Done

Not Done

Create a project action for me to ensure the client is working with a web developer

Other

Hidden

Check/verify Is the local backup storage in good shape?

Are drives failing or filling up? Should we replace with a Synology?

Done

Not Done

Other

What is the size of their uncompressed dataset (GB)?

If we'll be quoting any backup solutions, what is the size of the dataset we should quote based upon?

Hidden

Enter/verify all backup information in Control

Done

Not Done

Other

We should quote this many hours to get backup up and running

Put 0 if backup is in good shape, otherwise estimate how many hours to quote for backup catch up? Time to encrypt backup drives?

Other backup notes to help prepare catch up quote

Are there any red flags? Do we need a full revamp? New hardware? New software? Mission critical product like Datto or similar?

Server (NCA)

Server Brand

Dell

Synology

Whitebox

Other

Server service tag

Server ship date

What is Server OS?

Server warranty expiration

Hidden

Document/Update recommended server(s) decommission date in Control

In Control>Key Info>Devices>Additional Info>Retire Date. (on each server)

Done

Not Done

Other

Workgroup or Domain? (RMTT STANDARD)

Domain is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes

Workgroup

Domain

Should we upgrade to a domain?

Yes

Should Server be replaced?

Is hardware old? Is Server OS end of life?

Yes, Immediately

Yes, but not right away

No, It's fine

Time to quote for server replacement

How many hours should we quote for a full server replacement?

Hidden

Confirm/verify server has a battery backup that's big enough for customer's run time expectations

Run a self test if you're unsure of status.

Done

Not Done

I'm not onsite

Other

Server (Windows)

Add Server and Service Tag to Control>Key Info>Devices

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)

Done

Not Done

Other

Hidden

Done

Not Done

Other

Hidden

Note Free Space

Server Name

Drive Letter

Used Space

Free Space

Hidden

VSS is installed on the following Servers/Drive Letters. (Should be on all drives unless you use Datto all day long)

Create new row for each server. Details on Datto conflict: Wiki - Datto

Server Name

Drives

make sure shrUsers permissions are correct

Make sure shrUsers folders are actually private if that's the client's intent

Hidden

Check Logs for errors

Using Server Manager can be a good way to do this

Done

Not Done

Other

Hidden

Check for failed logins

Check event log to see if there are many failed logon attempts (even if RDP isn't open publicly).

Done

Not Done

Other

Hidden

Change/verify administrator username to superman (RMTT STANDARD)

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. Before changing, verify that the client isn't using the administrator username. After changed, make sure any scheduled tasks or similar that relied on that username are changed.

Done

Not Done

Create a project action for me to change administrator user to superman

Other

Change administrator/superman password

If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control. Before changing, verify that the client isn't using the administrator username. After changed, make sure any scheduled tasks or similar that relied on that username are changed.

Done

Not Done

Create a project action for me to change administrator/superman password

Other

Hidden

Verify that scheduled tasks can all start (change passwords as appropriate)

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

Done

Not Done

Other

Hidden

Verify that services can all start (change passwords as appropriate)

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

Done

Not Done

Other

Hidden

Review old users in ADUC

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

Done

Not Done

I created a list I will review with primary contact at checkout

Other

Hidden

Check members of Domain Admins (and other administrative) group

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.

Done

Not Done

I created a list I will review with primary contact at checkout

Other

Hidden

Run DCDIAG to make sure AD is happy

Done

Not Done

Other

Check for any remnants of old Domain Controllers

Done

Not Done

Create a project action for me to remove remnants of old Domain Controllers

Other

Hidden

Verify old server is removed

Done

Not Done

Other

powered off/physically removed

Hidden

Verify DNS Scavenging is enabled and remove old devices from AD

Wiki - DNS Scavenging. FYI, this link is part of the n-central setup doc, but perfectly describes setting up DNS Scavenging.

Done

Not Done

Other

Hidden

Verify Reverse DNS is correct

Wiki - Reverse DNS

Done

Not Done

Other

Hidden

Enter/verify Mapped Drives noted in Control (RMTT STANDARD)

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

Done

Not Done

Other

Hidden

Enable/Verify Auditing File/Folder Access

RMTT Wiki - Enabling Auditing of Files/Folders

Done

Not Done

Other

Hidden

Make sure lockout policies are set adequately

Run How to setup Anti Lockout Policies

Done

Not Done

Other

Hidden

Setup/Verify printers are installed via GPO (RMTT STANDARD)

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

Done

Not Done

Create a project action for me to implement printers via GPO

Other

Hidden

Configure/Verify IP address for iDRAC, upgrade firmware, configure it to email alerts on errors, and document in control (RMTT STANDARD)

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

Done

Not Done

I promise there is no way to set iDrac settings

Other

Hidden

Test iDRAC/OMSA notification emails to idrac@rmtt.com/omsa@rmtt.com

Wiki - iDRAC/OMSA setup and testing instructions

Done

Not Done

I promise there is no way to set iDrac settings

Other

Verify current firmware levels of server (RMTT STANDARD)

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

Done

Not Done

Other

Hidden

What are RAID levels (RMTT STANDARD)

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

Server

RAID Level

Hidden

Confirm health of drives/RAID array

Are any drives already failed? Throwing SMART errors?

Done

Not Done

Other

Hidden

Verify there are no software RAIDs

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.

Done

Not Done

Other

Hidden

Run Dell RAID consistency check from OMSA or iDrac

Done

Not done

Not a Dell/Can't check with this RAID card

Other

Hidden

Was a consistency check run on the documented date of the completed RMV form?

Done

Not Done

Other

Hidden

Install/verify PowerChute (or similar) and test battery

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

Done

Not Done

Create a project action for me to setup PowerChute software and test battery

Other

Manually catch up all Windows Updates, including reboots

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).

Done

Not Done

Other

How many Windows Updates are pending?

Server Name

Number of Updates

I think it will take this many hours to get Server Updates caught up:

Overall Server Condition/Health

Is DNS correct? Are old domain controllers properly demoted? Is this thing just limping along or actively maintained?

Great Shape

Other

Reboot server before you walk out the door and ensure everything comes up smoothly

Don't schedule it, actually reboot it and make sure it comes back up smoothly and no issues after reboot.

Done

I can't during the day

Other

Schedule a reboot if cannot be done during business hours

Windows - RMTT Installer creates a scheduled task that you can use

Done

Not Done

Other

Time to quote for server catch up

How many hours should we quote to get server cleaned up and in good shape? Is there DNS cleanup needed?

Other server notes to help prepare catch up quote

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?

Server (Synology)

Does it have enough free space?

Yes

Other

What are RAID levels

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.

Server

RAID Level

Document Synology backup strategy in Control

Under Key Info>Setup>Backup Strategy

Acronis

Hyperbackup to RMTT Hosted (deprecated)

Offsite Synology

Onsite Synology

Local HDD (no versioning)

N/A, used as destination for Acronis

Document admin credentials and quickconnect in Control

If you decide quickconnect is appropriate How-To

Done

Not Done

Other

Change admin username to superman, ensure complex password

As a security measure against brute force via quickconnect

Done

Not Done

Other

Verify it's set send notifications to synology@rmtt.com from clientname@rmtt.com

How-To

Done

Not Done

Other

Disable Quickconnect if you want super secure

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

Done

Not Done

Other

Consider Synology High Availability

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

Done

Not Done

Other

Enable auto block on failed attempts

In Control Panel>Security>Account>Auto Block, make sure it's set to auto block on X failed attempts

Done

Not Done

Other

Export .ovpn. Edit file to reference static IP or Synology DDNS address and save .zip to Control

If you use Synology for OpenVPN access, export the settings and upload to Control

Done

Not Done

Other

Backup the DSS config and save to Control

Done

Not Done

Other

Hidden

Perform SMART Test

Main Menu > Storage Manager > HDD/SSD > SMART Test

Done

Not Done

Other

Hidden

Disable Enhanced Brower>Skip IP Checking

Done

Not Done

Other

Automate RAID Scrubbing

Wiki - Synology Data Scrubbing

Done

Not Done

Other

Hidden

Check event log/notices

probably only need to do this if you aren't/weren't getting notifications

Done

Not Done

Other

Enable snapshot replication

How-To. This enables restore previous versions from Windows (if btrfs is used)

Done

Not Done

Other

Update DSM and all packages

Done

Not Done

Other

Verify Synology account is documented and serial number is registered

Verify we have credentials for synology account that has device registered (will need this for any warranty work)

Done

Not Done

Other

We should quote this many hours for Synology catch up

Other Synology notes to help prepare catch up quote

Hypervisor

Change administrator/superman/root password

If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control

Done

Not Done

Other

Enter/verify Physical Server Service Tag in Control under Key Info>Devices

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

Done

Not Done

Not a Dell

Other

Upgrade/verify ESXi to latest version

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.

Done

Not Done

Create a project action to upgrade ESXi version

Other

How many snapshots/checkpoints are there between all VMs?

Hint, there should be 0 unless you're actively working on something

Verify there is enough free space?

Done

Not Done

Other

Verify there a free space savior in place?

Wiki - Free space buffer

Done

Not Done

Other

Hidden

Verify all vmdk files (including deltas if there are snapshots) are on the correct datastore (and not an external drive or something strange)

Done

Not Done

Other

Hidden

Verify that number of virtual cores matches physical hardware

Wiki - ESX, matching cores to hardware

Done

Not Done

Other

Hidden

Enter/verify all hypervisor information in Control

Done

Not Done

Other

We should quote this many hours for Hypervisor catch up

Other Hypervisor notes to help prepare catch up quote

Any red flags?

Workstations

Remove AntiVirus from previous IT Company

Sophos has required manual intervention in the past (and bit us) - make sure all AV is off the server.

Done

Not Done

Other

Summary of 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

Type

How Many?

RAM OK?

SSD?

WinUpdate OK?

Replace?

Hidden

Run RMTT Installer

Run RMTT Installer on ALL workstations. Make sure to choose appropriate OS from drop down

Done

Not Done

Other

Rename any incorrect or generic computers (Ie, PC, Bob-PC)

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

Done

Not Done

Create a project action for me to rename generic named computers

Other

Label 100% of machines with stickers/label maker

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.

Done

Not Done

Create a project action for me to label all machines with stickers/label maker

Other

What version of Office are they running?

How is Office licensed

365

OEM

VLSC

Other

Create/Update/Verify New Build Checklist

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

Done

Not Done

Create a project action for me to Create/Update/Verify New Build Checklist

Other

Confirm they have an emergency wired kb/mouse (if they use wireless otherwise)?

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.

Done

Not Done

Other

Hidden

Verify Dell Command Update Scheduled Task (via RMTT Installer) is working and Dell drivers are up to date

Done

Not Done

Other

Hidden

What is the Mac AntiVirus Solution?

None

Intego

Malwarebytes

Other

Quote this many hours TOTAL for ALL workstation for cleanup/cutover

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.

Other Workstation notes to help prepare catch up quote

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/Cabling

Take/update a picture of the server room, upload to Control>Key Info>Setup

you can use your phone via web interface of Control

Done

Not Done

Other

Describe equipment storage/mounting

All tower form factor

2 post rack

4 post rack

wall rack

Does Server room/networking equipment have enough air flow

Should we address heat issues with their setup?

Yes

Other

Who is ISP?

Document in Control as well

Hidden

Document ISP Account number in Control

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

Done

Not Done

Other

Hidden

Speed test download speed (in MB)

Document in Control>Key Info>Internet (i)>Expected Speed

Hidden

Speed test upload speed (in MB)

Are they satisfied with their ISP?

Are above speeds adequate for company size, cloud use, etc?

Yes

Other

Hidden

Verify that if all users started hosting more remote meetings (Zoom, etc) that there would be enough bandwidth to go around

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

Done

Not Done

N/A

Other

Are they satisfied with their Phone System?

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

Yes

Other

Firewall Brand/Model (RMTT STANDARD)

Unifi is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes

Change firewall password

If cutting over from prior IT provider, always a good idea to change the password. Use password generator in Control

Done

Not Done

Other

Review firewall logic, port forwards, and rules (RMTT STANDARD)

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

Done

Not Done

Other

Store a backup of router/firewall config in Control

Or if you don't want to put in Control (not recommended), note in other field where you put it otherwise

Done

Not Done

This device isn't capable of backup

Other

What firewall firmware version are they running (if not the latest, update) (RMTT STANDARD)?

RMTT Standard is latest version of firewall firmware. If client does not meet RMTT Standard, note why in Control>Key Info Notes

Switch details (RMTT STANDARD)

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 use

Ports available

Speed

POE

Wireless Brand/Model (RMTT STANDARD)

Unifi is RMTT Standard. If client does not meet RMTT Standard, note why in Control>Key Info Notes

Network device clean-up

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?

Minor Cleanup needed, I can handle it

Major Clean needed, send cabling crew for quote

It's in good shape

I'm remote, not sure

Other

Email sales/dispatch/cabling (someone for crying out loud) to get cabling crew out to do cleanup quote

This is not usually covered in flat fee, but we should do it

Done

Not Done

Other

Hidden

Enter/verify all network information in Control

Done

Not Done

Other

We should replace/add the following

Firewall

Switch(s)

Access Points

We should quote this many hours for Networking/Server Room/Firewall/Switch/Wifi catch up

How many hours should we quote for everything you've recommended fixing in this section?

Other Networking/Server Room/Firewall/Switch/Wifi notes to help prepare catch up quote

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?

Data Cabling

Check all that apply

Terminated into patch panel

Terminated with male RJ45 and plugged directly into switch

Single Drop/office

Dual (+) drop/office

Phone Cabling

Check all that apply

Terminated into patch panel

Terminated into 66 block

CAT5 (+)

CAT3

Cabling cleanup?

What shape is the cabling in?

Minor Cleanup needed, I can handle it

Major Clean needed, send cabling crew for quote

It's in good shape

I'm remote, not sure

Other

Email sales/dispatch/cabling (someone for crying out loud) to get cabling crew out to do cleanup quote

This is not usually covered in flat fee, but we should do it

Done

Not Done

Other

How many hours should we quote for your time to clean up cabling?

Other Cabling notes to help prepare catch up quote

Any red flags? Anything else to note specific about cabling?

pfSense

Are you installing a pfSense today?

Yes

Do you want a project action to setup a pfSense

Create a project action to setup a pfSense

Upload/verify current pfSense Config to Control

Done

Not Done

Other

Is it time to replace with Unifi?

Yes

Not Yet

Other

Hidden

Enable SSH on pfSense

System>Advanced>Secure Shell>Check to Enable Secure Shell (Save)

Done

Not Done

Other

What pfSense firmware version are they running (if not the latest, update)? (RMTT STANDARD)

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

Hidden

Is pfSense hardware EOL? (RMTT STANDARD)

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

It's not EOL

It is EOL, quote to follow

Other

Hidden

Setup/verify pfSense Backup task

Updated Jan 2023 - Re-run the RMTT Installer, Under Scheduled Tasks and Notifications (towards the bottom), check PFSense Backup. This will prompt you to enter password for encryption. Any failures will create alerts

Done

Not Done

Other

Hidden

Enter/verify VPN configuration details in Control

someone let BH know when this question has done its job and is no longer needed (at least on the Quick RMV)

Done

Not Done

No OpenVPN

Other

Setup/Verify OpenVPN uses at least a single certificate (RMTT STANDARD)

Instructions available here

Done

Not Done

No OpenVPN

N/A - Synology ovpn server

Other

Upload/verify current OpenVPN Config to Control

Done

Not Done

No OpenVPN

Other

Hidden

Setup/verify Proactive Monitoring Check for pfSense

Instructions available here

Done

Not Done

Other

Hidden

Enter/verify all pfSense information in Control

Done

Not Done

We should quote this many hours for pfSense catch up

Other pfSense notes to help prepare catch up quote

any red flags?

Unifi

Are you setting up/migrating Unifi today?

Yes

Do you want a project action to setup/migrate to Unifi?

Create a project action to setup/migrate to Unifi

Are all devices showing online in Unifi Controller?

Yes

Other

Address any alerts for this network in Unifi Controller

Go to your site, click on the little bell in the lower left to check for alerts. Address

Done

Not Done

Other

Hidden

Setup/verify CNAME/A Records for Unifi

how to: Wiki

Done

Not Done

Other

Update Unifi firmware

Done

Not Done

Other

How many devices will we but cutting over to our controller?

Hidden

Enter/verify all Unifi information in Control

Done

Not Done

Other

We should quote this many hours for Ubiquiti catch up

Other Ubiquiti notes to help prepare catch up quote

any red flags?

Proactive

Verify all servers and workstations listed in Proactive?

Is proactive an accurate number to bill from (if not add details to notes at end)

Done

Not Done

Other

How are agents installed

Is Deploy Proactive via Group Policy. If not, note why.

via Group Policy

Other

Hidden

Update Proactive GPO script

The Proactive GPO script was updated in January of 2023 - grab a new copy of the script (and verify customer ID and Registration Token) Deploy Proactive via Group Policy. Run GPUPDATE / force on the domain controller. You can verify script works by checking Logs at %RMTT%\Logs\ProactiveInstallViaGPO.log on a client machine after reboot (when the startup script runs) - it may take a little bit to propagate so try a reboot later if it doesn't show up.

Done

Not Done

Other

Verify probe status (Administration>Probes) is green

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

Done

Not Done

Other

Verify recent check ins and Agent Version - reinstall if haven't checked in delete if machine is decommissioned

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

Done

Not Done

Other

Hidden

Check for AV Off

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

Done

Not Done

Other

Hidden

Check for obvious signs of ongoing infection

Customer > Configuration > Security Manager > Security Events. Make sure the same file isn't constantly getting quarantined/flagged

Done

Not Done

Other

Address Issues/Alerts

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)

Done

Not Done

Other

Hidden

Check Discovered Assets

Verify there are no real workstations that were discovered but not yet active (can happen if we run out of licenses)

Done

Not Done

Other

Hidden

Verify the following Proactive checks are in place (check all that are running)

Local Backup (WSB or other)

Disk Space low (all drives)

Agent Status

Probe Status

AV Installed and up-to-date

Hidden

Verify customer is signed up from Quarterly Reports if desired

Quarterly reports are a great way to start a conversation with a client about upcomgin hardware replacements. Control>Activity>Blasters - Check "Quarterly Report"

Done

Not Done

Other

Domain/Email (NCA/Cutover)

Hidden

Verify all domains are entered in Control>Key Info>Domains

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.

Done

Not Done

Other

Hidden

Setup/verify GoDaddy Pro, check box in Control

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

Done

Not Done

Not on GoDaddy

Other

Hidden

Who is email provider

Document in Control>Key Info

Number of mailboxes

Are they happy with their email solution?

Are they on something old school without needed features? Do they need mail encryption?

Yes

Other

Do we need to quote them MigrationWiz

If we're going to pitch a migration, should we be pitching MigrationWiz as well

Yes, they'll need MigrationWiz

No, they won't need it

Other

Hidden

Spam Filter/MX Caching Service?

Do they have a service like Proofpoint

Yes, they have one

No, but we should quote one

No, and they don't need one

Other

Hidden

Check/verify WhoIs information is correct

and make sure email addresses are ones that are checked for ICANN verifications

Done

Not Done

Other

Hidden

Check/verify MX Records are correct

Make sure there aren't any legacy MX records lingering and the priorities look good

Done

Not Done

Other

Hidden

Update Registar Override in Control>Key Info>Domains

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

Done

Not Done

Other

Hidden

Enter/verify Registrar information in Control>Key Info

Verify we have accurate logon information documented in Control

Done

Not Done

Other

We should quote this many hours to clean up any domain/email provider/registration issues?

Are we migrating them to a new registrar or email provider?

Other Domain/Email/Registrar notes to help prepare catch up quote

Any red flags? Should we switch email provider? Add backup service to email (like Acronis to Office 365 or G Suite)?

Google Workspace

How many Google mailboxes?

Setup/verify rmtt@clientdomain.com Super Admin

Wiki - How to setup RMTT Super User and ensure it has 2FA enabled

Done

Not Done

Other

Lock down/verify Super Admin accounts with 2FA

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

Done

Not Done

Other

Remove previous IT company's Super Admin

Done

N/A

Other

Enforce/verify 2SV (2FA) for all users

Best practice is to enforce 2SV on all accounts. Once enforced, Control>Key Info>Email (i)>Check Two Factor Enforced

Done

Not Done

They Declined

I created a list I will review with primary contact at checkout

Create a project action for me to enforce 2SV in G Suite

Other

Turn on Spoofing and Authentication

admin.google.com>Apps>Google Workspace>Gmail>Safety>Spoofing and authentication. Set all to On

Done

Not Done

They Declined

Other

Is the customer using Vault?

Yes

Other

Hidden

Talk to the customer about Vault

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.

Done

Not Done

They aren't a great candidate

I will add this to the list that I will review with primary contact at checkout

Other

Setup/Verify Vault is configured properly

Vault is not turned on by default, it must be configured before it will work. How to configure Vault

Done

Not Done

Other

Do the number of accounts they are paying for match the number of current users? Do they want our help in removing former employee/unneeded mailboxes?

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

Done

Not Done

They manage on their own and don't want our help

Free account, doesn't really matter

I created a list I will review with primary contact at checkout

Other

Can we move this customer over to bill their G Suite through us?

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

Yes, I'll note my gameplan under Final>Notes section at the bottom

Nope, they are not a candidate to change reseller and I've noted why in Control

Other

Hidden

Setup/verify SPF, DKIM and DMARC (RMTT STANDARD)

How to. If client does not meet RMTT Standard, note why in Control>Key Info Notes

Done

Not Done

Create a project action for me to setup SPF/DKIM/DMARC

Other

Discuss setting up Acronis to backup all of their Google Workspace

Optionally use "Get in Touch Regarding" in control>Acronis for GooglePricing and How-to

Done

Not Done

Create a project action for me to talk to customer about Acronis for G Suite

Other

We should quote this many hours for G Suite catch up

Other G Suite notes to help prepare catch up quote

Microsoft 365

Setup/verify rmtt@clientdomain.com Global Admin (RMTT STANDARD)

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.

Done

Not Done

Other

How many 365 mailboxes?

Do the number of accounts they are paying for match the number of current users? Do they want our help in removing former employee/unneeded mailboxes?

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

Done

Not Done

They manage on their own and don't want our help

Free account, doesn't really matter

I created a list I will review with primary contact at checkout

Other

Hidden

Lock down/verify all Global Admins with 2FA

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

Done

Not Done

Other

Remove previous IT company's Global Admin

Done

N/A

Other

Remove prior IT company's GDAP and Reseller relationships

This one can't be scripted unfortunately. With a global admin, navigate to Partner Relationships. Remove any GDAP or Reseller relationships that are no longer needed

Done

N/A

Other

Hidden

Verify/have discussion with client on enabling Security Defaults

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

Done

Not Done

I created a list I will review with primary contact at checkout

Create a project action for me to enable security defaults

Other

Can we move this customer over to bill their 365 through us?

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

Yes, I'll note my gameplan under Final>Notes section at the bottom

They are not a candidate for a reseller change and I've noted why in Control

Already Done

Other

Add/verify us as Partner of Record, Add/verify their tenant to our Partner Center dashboard, Make sure old IT company is removed from all places

Wiki - Office 365 Partner Center . This allows us to scan for email forwards on a regular basis with one script.

Done

Not Done

Other

Hidden

Setup/verify Audit Log Searching?

How-to

Done

Not Done

Other

Hidden

Check for unauthorized forwards

How-to. If they are in our Partner Center, we do this globally

Done

Not Done

Other

Hidden

Setup/verify SPF, DKIM and DMARC (RMTT STANDARD)

How To. RMTT Standard is to have all of these in place

Done

Not Done

Create a project action for me to setup SPF/DKIM/DMARC

Other

Hidden

Run ORCA advanced threat protection settings

ORCA How-to Take recommendations as appropriate for a customer. IE, you may not want to disable whitelisting

Done

Not Done

Create project action for me to run ORCA for 365

Other

Hidden

Discuss whether they want to be able to send encrypted email?

Pricing and How To

Done

Not Done

Other

Discuss whether they want Acronis to backup all of their O365 info

Optionally use "Get in Touch Regarding" in control>Acronis for 365. Pricing and Install How To. Or kick this over to the sales rep if appropriate

Done

Not Done

Create a project action for me to talk to customer about Acronis for O365

Other

We should quote this many hours for Office 365 catch up

Other Office 365 notes to help prepare catch up quote

Dental

How many operatories do they have?

Operatory monitors

Single Monitor

Dual Monitor

Other

Operatory video runs

VGA

HDMI

Other

Hidden

What Practice Management Software do they run

Make sure Control is updated as well

Do they have an active support contract for PMS?

Yes

Other

What Imaging Software do they run

And update in Control

Do they have an active support contract for Imaging?

Yes

Other

Is Dental Software on current version?

Yes

Other

Do they have a 3D cone beam?

Yes

Other

What brand of sensors do they have?

Verify all dental installers are default and documented in Control

Instructions available here

Done

Not Done

Other

Add/verify all dental devices (Pano's, Cone Beams, Xray, etc.) to Key Info>Devices

Make sure to include manufacturer, model and serial number as that’s quite important for calling in for support.

Done

Not Done

Create a project action for me to document all dental devices

Other

Document/verify Dentrix Database Password in Control

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

Done

Not Done

Other

Hidden

Verify Dental Software's install path is standard and included in AV exceptions in Proactive

If you need help adding an exclusion path to Proactive, ask CS

Done

Not Done

Other

Run SoftDent Maintenance Utilities

SoftDent Maintenance Utilities

Done

Not Done

Other

Set dental software to auto-start on reboot

Mostly needed for Care Stream products, but verify all Dental software starts up automatically on startup

Done today

Already Done

Other

Verify we have a BAA on file

Control>(contact record)>Activity>Signatures>BAA. If it doesn't say signed, send one out

Done

Not Done

Other

Make sure Primary Contact knows we are a resource for PCI/HIPAA/Ransomware insuruance

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

Done

Not Done

Other

After installing Proactive, verify all sensors and integrations still work

Done

Not Done

Other

We should quote this many hours for Dental catch up

Other Dental notes to help prepare catch up quote

Primary Contact Check-out

Update/confirm Key Info>Vendors with client

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

Done

Not Done

Other

Add/review/clean up Read This Alerts, Client Notes, Key Info notes

Do all support requests need to be approved by Bob? For existing customers we redefined what should go in each of these places. Read This alerts shouldn't have key info and client notes - those go elsewhere. Check examples in Control

Done

Not Done

Other

Create/review hardware replacement plan with Primary Contact

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. Signing up for quarterly report (for Proactive clients) is a great way to start this conversation

Done

Not Done

Other

Hidden

Review all the lists you created throughout this form

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

Backup dataset

AD Users

AD Admins

Mailbox list

MFA/2SV Accounts

Show how to use Proactive for remote access

Done

Not Done

Other

Discuss with primary contact all that have changed with the cutover

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.

I talked to someone

I didn't talk to anyone

I made sure the sales rep prepped them for this

Other

Schedule to be there first thing in the AM next business day?

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.

I'll be there

I swear I did everything 100% correct and they won't call

Other

Verify/Get waiver signed if they don't have recommended services

If they don't have recommended backup, firewall, AV, etc. Go to Control>Activity>Signatures>Declined Services. Check which services they are declining and send. If you've already asked them about this multiple times, create an action for the sales rep to follow up

Done

Not Done

Created a follow up action for sales rep

Other

Hidden

Remind customer to leave workstations turned on every night (no sleep) for patch management and AV (OK to turn monitor off)

Done

Not Done

Other

Did you check out with primary contact and ask if there was anything else you could help with before moving on?

Done

Not Done

I'm remote, cut me some slack

Other

Let customer know they can give us feedback that you won't see at feedback@rmtt.com or 303.217.8301 or calling Eric or Brandon

They can leave us feedback either of these ways or call Eric or Brandon directly

Done

Not Done

Other

Let customer know how to reach us at 303.732.3200

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

Done

Not Done

Other

Summary and Notes

How many hours per month if they went Flat Fee (after all catch up done)?

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.

Total number of hours recommended for catch up (automatically generated, may be missing some)

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.

What services should we recommend?

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

Did we miss anything quoted?

Review recent quotes, make sure nothing like Proofpoint, Defender for Business was missed

Done

Not Done

If this were my family business, I'd be happy walking out of here

Is the client in good shape overall? Do they have enough bandwidth, do they know of cool new things. If not, make recommendations, document in control, leave a paper trail to CYA

They're in great shape, you have my word

I've made recommendations

Other

What is not standard about this clients and document in Control

What is going on at this client that is different than RMTT Standards. Document in Control

Done

Not Done

Other

Hidden

Notes

What else needs to be addressed? What are future plans?

NCA Notes

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?

TL Verification Notes - Overall Summary

This Form

How complete is this form?

100% complete

I ran out of time and will get to the rest later

Other

How long did it take you to complete this (NCA/Cutover)?

Trying to gauge how long to schedule for RMVs/Cutovers. This data will help

How long did it take you to complete this (Full RMV)?

Roughly how long did this RMV take you? What were the top 3-5 questions/tasks that took the longest?

Do you have feedback on this form?

Yes

Do you have feedback on the new automated RMV process?

Thoughts on other questions that can be automated? things that aren't clear what's happening or what to do about alert?

Yes

Feedback on this form?

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? Automated RMV Feedback? Goal is to keep improving the RMV so it's most efficient

I'm done with this form and didn't just accidentally hit enter. I'm also certifying that I've answered this form truthfully and honestly.*

If you didn't have time to do something and did not get it done, mark as so. Do not mark items incorrectly.

Yup, I am done and info is accurate

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