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Schedule of Services

Effective July 1, 2025.  These Service Descriptions supersede and replace all prior versions.

 

Schedule of Services

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Endpoint Management and Security

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Service Brief

Endpoint Management is about managing and securing your endpoints (desktops, laptops). These are the devices that are used by users to access services. Managing and securing endpoints is critical to maintain a safe working environment. Continuous monitoring of the health of endpoints improves end-users working environments by ensuring that the endpoint can reliably and securely access services and applications.

Campfire will perform and provide:

  • Endpoint Detection and Response (EDR)

    • Anti-malware

    • Malware foothold and persistence detection

  • Remote Monitoring and Management

    • Patch management

    • Device inventory and reporting

    • Device health and performance monitoring

  • Device Management

    • Configuration management

    • Policy and Profile management

    • Compliance Management (to client’s required compliance standards as previously defined) 

 

Service Components 

 

Endpoint Detection and Response

Endpoint Detection and Response (EDR) is a security solution that utilizes signature-less, artificial intelligence-driven anti-malware tools to automate the discovery and mitigation of malware threats on devices. It involves continuous monitoring and response to threats targeting endpoints to maintain their security and functionality.

Campfire will provide and install EDR software of Campfire’s choosing for each Device covered by the Order. 

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Remote Monitoring and Management

Remote Monitoring and Management (RMM) encompasses a suite of tools and processes designed to proactively oversee and maintain the health, performance, and security of IT devices and infrastructure.

RMM includes patch management, which ensures that software and systems on connected devices are continuously updated with the latest security patches and functionality improvements, reducing vulnerabilities and ensuring operational efficiency.

Additionally, it involves device inventory and reporting, enabling detailed tracking of all supported devices to facilitate informed decision-making, asset management, and compliance adherence.

Device health and performance monitoring is also performed, which provides real-time insights into system status, alerts for potential issues, and analytics to optimize performance, ensuring uninterrupted functionality of critical endpoints

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Device Management

Device Management refers to the comprehensive suite of tools and services used to manage, monitor, and secure endpoints, including Mac and Windows desktops within the client’s IT environment.

Device Management ensures proper configuration management, functionality, and security of these devices through centralized administrative controls.

Device Management allows Campfire to enforce security policies, distribute applications, and monitor device use, ensuring compliance with organizational standards and safeguarding sensitive data.

Both Mac and Windows desktops are integrated into a unified management platform to enable efficient operations, proactive issue resolution, and robust compliance management, ensuring seamless performance across the diverse IT ecosystem.

Campfire will also provide periodic reports and recommendations to improve the security posture of the endpoints.

 

Service Notes 

While Campfire will make reasonable effort to ensure Client Devices and Client’s network are safe from viruses, malware, bugs, hacking, phishing schemes or defective or malicious files, programs or links (“Harmful Content”), of any kind whether now known or hereinafter invented, Campfire does not guarantee that Client computers or network cannot be infected by Harmful Content. Where this does happen, Campfire will provide commercially reasonable Services to mitigate the Harmful Content.  Additional Services will be available upon mutual agreement of the parties. 

The Service Fee does not include hardware replacement or new hardware installations. 

Client grants permission to Campfire to install any remote access or remote monitoring and management software deemed necessary by Campfire. 

Campfire, through its Third-Party Services Providers will make its best effort to ensure the security of Client’s information through third-party security software (“Security Software”). Client designates Campfire as its agent to provide the Service to Client, and to enter into any third-party relationship to provide the Service to Client. Use of this Service is subject to the applicable Third-party Service Providers agreements regarding terms of use, which Client and Campfire agree has been provided by Provider to Client.  

Client acknowledges that Third-Party Service Providers and their licensors own all intellectual property rights in and to the Security Software. Campfire will not engage in or authorize any activity that is inconsistent with such ownership. Client acknowledges and agrees to be bound by any applicable Third-Party Service Provider agreements regarding terms or use or end user licensing terms, and Client understands that any applicable agreement regarding terms of use or end user licensing is subject to change without notice. 

 

 

Mobile Device Management

 

Service Brief

Mobile Device Management is about managing and securing mobile endpoints such as iOS Devices. These are differentiated from desktops and laptops due to their different architecture and limitations compared to macOS and Windows. Managing and securing mobile endpoints is critical to maintain a safe working environment.

Continuous monitoring of the health of endpoints improves end-users working environments by ensuring that the mobile endpoint can reliably and securely access services and applications.

Campfire will perform and provide:

  • Mobile Device Management

    • Configuration management

    • Policy and Profile management

    • Compliance Management (to client’s required compliance standards)

 

Service Components 

Mobile Device Management

Mobile Device Management (MDM) emphasizes policy and profile management, as well as the deployment, security, and management of iOS devices such as iPhones and iPads.

MDM allows Campfire to enforce security policies, distribute applications, and monitor device use, ensuring compliance with organizational standards and safeguarding sensitive data.

Campfire will provide an MDM tool of their choosing for each mobile device covered by the order

 

 

Service Notes 

While Campfire will make reasonable effort to ensure Client Devices and Client’s network are safe from viruses, malware, bugs, hacking, phishing schemes or defective or malicious files, programs or links (“Harmful Content”), of any kind whether now known or hereinafter invented, Campfire does not guarantee that Client computers or network cannot be infected by Harmful Content. Where this does happen, Campfire will provide commercially reasonable Services to mitigate the Harmful Content.  Additional Services will be available upon mutual agreement of the parties. 

Campfire, through its Third-Party Services Providers will make its best effort to ensure the security of Client’s information through third-party security software (“Security Software”). Client designates Campfire as its agent to provide the Service to Client, and to enter into any third-party relationship to provide the Service to Client. Use of this Service is subject to the applicable Third-party Service Providers agreements regarding terms of use, which Client and Campfire agree has been provided by Provider to Client.  

Client acknowledges that Third-Party Service Providers and their licensors own all intellectual property rights in and to the Security Software. Campfire will not engage in or authorize any activity that is inconsistent with such ownership. Client acknowledges and agrees to be bound by any applicable Third-Party Service Provider agreements regarding terms or use or end user licensing terms, and Client understands that any applicable agreement regarding terms of use or end user licensing is subject to change without notice. 

 

 

Server Management and Security

 

Service Brief 

Server Management and Security is about managing the set of servers, where applicable, whether physical or virtual that provide IT services to client’s that are owned and managed within the client’s IT architecture. This generally does not include SaaS applications used by the client that are procured through relationships outside of Campfire (i.e. Dropbox, Box, Adobe Creative Cloud, etc.)

Campfire will perform and provide:

  • Endpoint Detection and Response (EDR)

    • Anti-malware

    • Malware foothold and persistence detection

  • Remote Monitoring and Management

    • Patch management

    • Device inventory and reporting

    • Device health and performance monitoring

    • Periodic reporting and performance tuning

  • Service Management

    • Configuration of services provided by in-scope servers, including:

      • File and Print Sharing

      • Remote Desktop

      • Directory services

      • Application services

  • Security Incident Event Management (supported by Security Operations Centre)

    • Monitoring probes to monitor events on servers, including security events

 

 

 

Service Components 

Endpoint Detection and Response (EDR)

Endpoint Detection and Response (EDR) is a security solution that utilizes signature-less, artificial intelligence-driven anti-malware tools to automate the discovery and mitigation of malware threats on devices. It involves continuous monitoring and response to threats targeting endpoints to maintain their security and functionality.

Campfire will provide and install EDR software of Campfire’s choosing for each Device covered by the Order. 

 

Remote Monitoring and Management

Remote Monitoring and Management (RMM) encompasses a suite of tools and processes designed to proactively oversee and maintain the health, performance, and security of IT devices and infrastructure.

RMM includes patch management, which ensures that software and systems on connected devices are continuously updated with the latest security patches and functionality improvements, reducing vulnerabilities and ensuring operational efficiency.

Additionally, it involves device inventory and reporting, enabling detailed tracking of all supported devices to facilitate informed decision-making, asset management, and compliance adherence.

Device health and performance monitoring is also performed, which provides real-time insights into system status, alerts for potential issues, and analytics to optimize performance, ensuring uninterrupted functionality of critical endpoints.

For servers, patches are assessed for risk and scheduled for installation on a pre-agreed schedule with the Client.

 

Service Management and Monitoring

Service Management and Monitoring for servers in Client’s IT environment involves maintaining the optimal operation of servers through proactive oversight, real-time health monitoring, and adaptive configuration. This process ensures that server performance aligns with the dynamic needs of the client environment.

Key components include monitoring critical service metrics, such as CPU usage, memory performance, disk space, and network connectivity, to detect anomalies and forecast potential issues before they escalate and become incidents that will cause issues or downtime.

Service health is continuously evaluated, with automated alerts and diagnostics in place to support rapid response to any performance degradations or system failures.

Ongoing service configuration plays a vital role in adapting to the evolving requirements of the client.

This includes implementing changes to resource allocation, fine-tuning server configurations, and integrating software updates to improve efficiency and security. Regular reporting and analytics empower informed decision-making, while compliance checks ensure adherence to industry and regulatory standards.

 

Security Incident Event Management (supported by Security Operation Centre)

Campfire will deploy SIEM monitoring probes to monitor all critical network devices including servers. Events are continuously aggregated and analyzed by Campfire’s Security Operations Centre (both internal and external) to identify security events and raise security incidents for further analysis

This Service will also provide ongoing log aggregation required for compliance activities and for the forensic investigation of security incidents that were either detected at the point in time where they occurred or not.    

 

 

 

Service Notes 

While Campfire will make reasonable effort to ensure Client Devices and Client’s network are safe from viruses, malware, bugs, hacking, phishing schemes or defective or malicious files, programs or links (“Harmful Content”), of any kind whether now known or hereinafter invented, Campfire does not guarantee that Client computers or network cannot be infected by Harmful Content. Where this does happen, Campfire will provide commercially reasonable Services to mitigate the Harmful Content.  Additional Services will be available upon mutual agreement of the parties. 

The Service Fee does not include hardware replacement or new hardware installations. 

Client grants permission to Campfire to install any remote access or remote monitoring and management software deemed necessary by Campfire. 

Campfire, through its Third-Party Services Providers will make its best effort to ensure the security of Client’s information through third-party security software (“Security Software”). Client designates Campfire as its agent to provide the Service to Client, and to enter into any third-party relationship to provide the Service to Client. Use of this Service is subject to the applicable Third-party Service Providers agreements regarding terms of use, which Client and Campfire agree has been provided by Provider to Client.  

Client acknowledges that Third-Party Service Providers and their licensors own all intellectual property rights in and to the Security Software. Campfire will not engage in or authorize any activity that is inconsistent with such ownership. Client acknowledges and agrees to be bound by any applicable Third-Party Service Provider agreements regarding terms or use or end user licensing terms, and Client understands that any applicable agreement regarding terms of use or end user licensing is subject to change without notice. 

 

 

 

 

Network Management and Security

 

Service Brief 

Network Management and Security is about maintaining the perimeter security, and performance of your network, including internet connections, switches, firewalls, and other components of your network that provide the required interconnectivity for endpoints to connect to services and other endpoints. Campfire will ensure the seamless management and security of Client’s network infrastructure.

This includes proactive monitoring and real-time analysis to identify potential vulnerabilities or threats.

Campfire will configure network devices and apply necessary updates to maintain optimal performance and security.

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Service Components 

Network Security Management

 

This includes the planning and configure of firewall traffic policies, application of updated firmware and security patches when applicable, and configuration changes to adapt to the needs of the business network.

This will also include, where required, the planning, maintenance and management of network segmentation activities including VLANs, inter-VLAN firewalling, and device authorization.

Network Asset Discovery

Discover and record devices that are on the network over time to identify both authorized and unauthorized devices

Security Incident Event Management (SIEM) Services supported by SOC

Campfire will deploy SIEM monitoring probes to monitor all critical network devices including servers. Events are continuously aggregated and analyzed by Campfire’s Security Operations Centre (both internal and external) to identify security events and raise security incidents for further analysis

This Service will also provide ongoing log aggregation required for compliance activities and for the forensic investigation of security incidents that were either detected at the point in time where they occurred or not.    

 

Service Notes 

 

While Campfire will make reasonable effort to ensure Client Devices and Client’s network are safe from viruses, malware, bugs, hacking, phishing schemes or defective or malicious files, programs or links (“Harmful Content”), of any kind whether now known or hereinafter invented, Campfire does not guarantee that Client computers or network cannot be infected by Harmful Content. Where this does happen, Campfire will provide commercially reasonable Services to mitigate the Harmful Content.  Additional Services will be available upon mutual agreement of the parties. 

The Service Fee does not include hardware replacement or new hardware installations. 

Client grants permission to Campfire to install any remote access or remote monitoring and management software deemed necessary by Campfire. 

Campfire, through its Third-Party Services Providers will make its best effort to ensure the security of Client’s information through third-party security software (“Security Software”). Client designates Campfire as its agent to provide the Service to Client, and to enter into any third-party relationship to provide the Service to Client. Use of this Service is subject to the applicable Third-party Service Providers agreements regarding terms of use, which Client and Campfire agree has been provided by Provider to Client.  

Client acknowledges that Third-Party Service Providers and their licensors own all intellectual property rights in and to the Security Software. Campfire will not engage in or authorize any activity that is inconsistent with such ownership. Client acknowledges and agrees to be bound by any applicable Third-Party Service Provider agreements regarding terms or use or end user licensing terms, and Client understands that any applicable agreement regarding terms of use or end user licensing is subject to change without notice. 

 

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 Identity Management and Security 

 

Service Brief 

Identity Management and Security is the process of assuring that user’s digital identities that they use to access devices and services are robustly secured, and unauthorized usage of these identities, where possible, are detected and prevented.

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Service Components

Identity Threat Detection and Response

To minimize exposure to cyber threats, Campfire deploys advanced Identity Threat Detection and Response (ITDR) mechanisms. These systems are designed to continuously monitor user activities, detect anomalies, and flag potential threats in real-time. Currently, Campfire only supports this for Microsoft 365 workloads.

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Authentication Management

Authentication management is a cornerstone of secure IT operations. Campfire will manage the enablement and support of multi-factor authentication (MFA) protocols and single sign-on (SSO) systems to ensure that only authorized users gain access to sensitive resources. These measures reduce the risk of unauthorized access while simplifying the user experience across interconnected platforms.

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User Lifecycle Management

User lifecycle management focuses on the seamless onboarding, modification, and offboarding of users within an organization. Campfire will provide manual and automated workflows, developed within the context of the Client’s IT environment, to ensure that user permissions are aligned with organizational policies and role-based access controls. This ensures that access rights are granted and revoked promptly, reducing access vulnerabilities.

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Security Awareness Training

Cybersecurity threats often exploit human vulnerabilities. To counteract this, Campfire will offer and provide managed cybersecurity awareness training platform. These programs include:

  • Enrollment for all technology-facing workforce members

  • Access to a customizable curriculum tailored to meet organizational and regulatory requirements

  • Management reporting tools to monitor participation and progress

By educating employees on best practices, phishing recognition, and secure behavior, organizations foster a proactive security culture.

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Cloud Workplace Management and Security

 

Service Brief 

Cloud Workspace Management focuses on the administration, monitoring, and optimization of cloud-based environments to support organizational productivity and security. Campfire provides tools and services to ensure that cloud workspaces are configured to meet organizational requirements, maintain compliance with security policies, and enable seamless collaboration. This includes provisioning resources, managing data access, and ensuring system reliability through proactive monitoring and support. This is specifically related to the most common cloud workplace environments for Campfire’s clients, Google Workspace and Microsoft 365. Additional cloud workspace environments can be serviced

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Service Components 

 

Mail Filtering and Security

 

Campfire will provide and configure a mail filtering and security solution to detect and prevent malicious email from both incoming and outgoing channels. In addition to mail filtering, the system will provide:

  • Phishing detection and prevention

  • Spoofing detection of internal and external contacts

  • Malware prevention

 

Email Authentication Management

 

Campfire will provide and configure systems for the purposes of attaining and managing compliance with industry standard email authentication systems.

Email Authentication Management is a critical aspect of securing email communications, particularly through the implementation of DKIM (DomainKeys Identified Mail), DMARC (Domain-based Message Authentication, Reporting, and Conformance), and SPF (Sender Policy Framework).

DKIM adds a cryptographic signature to outgoing emails, ensuring that their content remains unchanged during transit and verifying the authenticity of the sender's domain. SPF serves as a mechanism to prevent unauthorized senders from delivering emails on behalf of your domain by specifying which servers are permitted to send emails.

DMARC builds upon these protocols by providing a policy framework that instructs recipient servers on how to handle emails failing DKIM or SPF checks, offering protection against phishing and spoofing attempts.

Campfire will continue to manage the Customer’s compliance for this to improve email deliverability and reduce email spoofing

 

SaaS Backup

 

Campfire will provide and configure a system to backup the contents of the Client’s Microsoft 365 or Google Workspace environment, including:

  • For Microsoft 365

    • Exchange Online – User Mailboxes, Shared Mailboxes, Public Folders, In-Place Archives

    • SharePoint Online – Sites, Subsites, Document Libraries, Site Assets, Permissions, etc.

    • OneDrive – Files, Folders and Permissions

    • Teams and Microsoft 365 Groups – Channels (Public and Private), Conversations, Sites, Documents, Permissions

  • For Google Workspace

    • Gmail – Emails, Labels, Chat Message History, Calendars, Contacts

    • Google Drive – Drives, Labels, Files, Folders

    • Shared Drives – Folders, Files Permissions

 

Cloud Workspace Compliance Management

 

Campfire will provide and manage a set of tools and process to ensure that cloud workspace environments are configured to an acceptable level of configuration to meet and exceed standard security requirements. Campfire will then work to maintain and improve the security posture of that environment by integrated changes and best practice as it becomes advised to do so through the introduction of new security features and practices.

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Service Desk

 

Service Brief

The Campfire Service Desk is the coordinating function of all IT services, requests, incidents, and communication required for the safe, efficient, and effective operation of all IT services. Campfire will provide a single point of contact for the coordination of IT services for the Client and provide a series of functions and processes to streamline the delivery of Campfire- and third-party delivered services that Campfire may facilitate through its management, monitoring and security services.

The Service Desk also plays a crucial role in maintaining service quality, tracking trends, and enabling proactive improvements to IT operations.

 

Service Components

Incident Management

Incident Management focuses on restoring normal service operations as quickly as possible and minimizing the impact of incidents on business operations. By utilizing a standardized process for identifying, logging, and resolving incidents, this approach ensures that disruptions are handled efficiently and effectively, contributing to improved service reliability and customer satisfaction.

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Problem Management

Problem Management focuses on identifying and addressing the root causes of incidents to ensure long-term resolution and prevent recurrence. Utilizing a structured and proactive approach, it seeks to minimize the impact of problems on services. By analyzing incident trends and implementing permanent solutions, this process contributes to service continuity and reliability while maintaining alignment with organizational objectives.

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Change Management

Change Management is the process responsible for controlling the lifecycle of all changes to minimize disruptions and risks to services. It ensures that standardized methods and procedures are used for efficient handling of changes, whether they involve infrastructure, processes, or systems, thereby allowing organizations to adapt swiftly while maintaining

stability and performance.

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Request Fulfillment

Request Fulfillment refers to the process of handling service requests from users in a standardized and efficient manner. These requests may include access to resources, information, or routine changes that are pre-approved and low risk. The goal of this process is to deliver requested services or information promptly while ensuring that they adhere to predefined criteria and policies.

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Technology Support

Coordinate with and liaise with vendors involved in the customer’s workplace technology environment in order to diagnose and resolve incidents related, but not limited to, to hardware, network, audiovisual, and software problems. This service is provided on an as-needed basis

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Service Notes

Upon request and subject to the limitations identified in the Order, for Services that are within the scope of this Service Attachment, Campfire will also deliver support Services on-site at your location during normal business hours, at Campfire’s discretion.  For on-site support that is not included in the Order, Client, Client will pay Campfire’s then-prevailing hourly rate.  

 

 

 

Backup and Disaster Recovery Management

 

Service Brief

Campfire provides services to ensure that if there is a disaster (either digital or physical) impacting your data, that your data is recoverable and we can restore business operations. This includes local, remote, and cloud backups, along with the testing and restoration of backups as required.

As all businesses are different, this service is heavily specialized to the needs of the organization and is variable in scope and cost based on the client requirements.

 

Service Components

Backup and Disaster Recovery Planning

Campfire will work with Client to develop a comprehensive disaster recovery plan that.

If Client experiences an event precipitating a major, multi-user loss of data, Client may notify Provider that a data loss event has occurred. 

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Backup Operations and Cloud Storage

Campfire will confirm and manage the operations of backup jobs and related cloud storage to ensure that backups are continuously operating as per the designed plans, and the storage is appropriately maintained.

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Backup Monitoring and Testing

Campfire will monitor the results of all backup tests, and periodically, either manually or automatically where required, confirm the recoverability of data.

 

Service Notes

Costs for this service are extremely variable and may be delivered as per their own order.

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