For managed (FLEX) customers the proactive maintenance tasks will be logged as a case and emailed to the customer contact giving them an opportunity to cancel the maintenance or request certain tasks to not be performed. We strongly recommend proactive maintenance as it is an important step to minimise downtime and improve the performance and security of your IT systems.

The amount of time required to complete the tasks below can vary, but for most customers the case will be completed in under two hours. Most tasks do not require any outages or end user involvement, however depending on the equipment used, there may be some short outages as devices are rebooted. If an outage is required, the service team will schedule this with you within the case. 

Below is a breakdown of the proactive maintenance tasks that our service team performs during maintenance every time, as well as the different tasks performed each quarter.

Service Management (each quarter):

• Review recurring issues: Identify recurring cases and identify if a permanent resolution can be applied.
• Check license allocations: Ensure correct type and assignment, address over/under assignments.
• Check array status: Manually check the array status of servers/NAS.
• Verify backups: Manually verify that backups are completing and being monitored.
• Compliance report: Generate and send an updated report post-maintenance.

Q1: Data Management

• Verify backups: Ensure backups are completing and being automatically monitored. 
• Perform a test restore: Perform a test restore to verify backup integrity. 
• Review data structure: Review data structure, organisation, and permissions to identify potential improvements.
• Review domain details: Review domain names, websites, and DNS locations for issues or upcoming expiry.
• Review against our minimum standards: Manually review customers environment against our minimum standards (Data Management, Backups/DR).

Q2: Security & Risk Management

• Rotate passwords: Update local admin passwords for Myrtec or customer-managed accounts. 
• Security assessment: Complete an up-to-date assessment. 
• Audit logs: Review sign-in logs and conditional access logs in Entra ID/Google Identity for potential issues.
• Review Microsoft security score: Review and address recommendations from Microsoft.
• User verification: Export active/licensed user list and verify. 
• Audit shared mailboxes: Confirm if any shared mailboxes from previous users can be removed.
• Review minimum standards: Manually review customers environment against our minimum standards (Antivirus, Identity/Password, Policy/Procedures).

Q3: Device Management 

• Software/Operating System updates: Ensure all software/OS is up-to-date and check for end-of-life items. 
• Windows updates: Review Windows updates compliance. 
• Antivirus auto-deployment: Check Antivirus auto-deployment settings & resolve any devices not running the correct Antivirus.
• Confirm authentication: Review device authentication methods. 
• Audit assets: Identify any missing assets and organise agent installation. 
• Review minimum standards: Manually review customers environment against our minimum standards (Device Management, Training/Education, Business Systems). 

Q4: Resource Management / Network 

• Backup configurations: Manually back up managed switch, router and firewall configuration files. 
• Firmware upgrades: Upgrade switch, router and firewall firmware if required. 
• Rotate WiFi credentials: Update WiFi SSID/password. 
• Schedule onsite review: Schedule an onsite review of network/equipment/UPS if we have not been onsite in the last 12 months. 
• Network scan: Perform a network scan for unknown devices.
• WiFi scan: Perform a WiFi scan for unknown devices. 
• Network diagrams: Create and/or update the network diagram. 
• Review minimum standards: Manually review customers environment against our minimum standards (Networking, Email).