What we do and Why it is Important to You
The TechOnline service controls the risk of using a computer in business. Detailed below, is an explanation of what TechOnline does to achieve this and explains why these are important to you in reducing the risk of using a computer in business.
Security & Maintenance
Security Software
What are they?
Security Processes
Keep computer security software up to date with the latest versions at all times.
Keep antivirus and anti-spyware definitions up to date every day.
Carry out an anti-spyware scan every day.
Carry out a virus scan of all files at least once a week.
Setup, maintain and monitor personal firewall software correctly.
Control what programs on your computer can connect to the Internet.
Check every day that your firewall software is running.
Check every day that antivirus software is running.
Use anti-spam software on your computer.
Maintenance Processes
Delete all internet history and temporary files at least once a week.
Carry out a clean up of the Windows registry at least once a week.
Accessing someone who can assist you when something goes wrong with your computer.
Access to quality assistance, regardless of the type of problem.
Access to assistance within minutes, whenever you need it, day or night, week days or weekends.
System for backing up business information held on the computer.
Backup all critical information, including emails.
Carry out a backup at the end of every work day.
Ad-hoc backup of selected files at any time.
Check the ability to retrieve files from backup.
Keep at least 5 versions of each file backed up.
Keep the backup copy located remote from the work place.
Security Software
What do we use?
Basically, a firewall is a barrier to keep destructive forces away from your property ? in this case your computer. In fact, that's why it?s called a firewall. Its job is similar to a physical firewall that keeps a fire from spreading from one area to the next.
A firewall is simply a program or hardware device that filters the information coming through the Internet connection into your private network or computer. If an incoming packet of information is identified as potentially dangerous by the firewall filters, it is not allowed through.
Unlike hardware firewalls, personal or software firewall programs that run on a desktop not only control external access but also watch for programs on our computer that try to open access to the Internet. When a program attempts to access the Internet, the firewall checks the rules to see if it is allowed, and if there is no rule for that program, it immediately provides an alert and lets you choose whether or not to permit access.
Without a firewall in place, a computer connected to the Internet is directly accessible to anyone on the Internet. A person who knows what he or she is doing can probe those computers without firewalls and attempt making connections to them.
For more information on how firewalls work, click here.
Anti-virus software attempts to identify, thwart and eliminate computer viruses and other malicious software (malware). Anti-virus software typically uses two different techniques to accomplish this:
- examining (scanning) files to look for known viruses matching definitions in a virus dictionary.
- identifying suspicious behaviour from any computer program which might indicate infection.
For more information on how antivirus works, click here, or for more information about malicious software, click here.
Anti-spyware is computer software that attempts to identify, thwart and eliminate spyware. Spyware is software that gathers and reports information about a computer user without the user's knowledge or consent.
This software can perform many different functions, including the delivery of un-requested advertising (pop-up ads in particular), harvesting private information, re-routing page requests to illegally claim commercial site referral fees, and installing stealth phone dialers. Spyware as a category overlaps with adware. Adware is any software that displays advertisements, typically in pop-up windows or by redirecting computer users to particular websites.
For more information on how spyware works, click here, or for more information about adware, click here.
Anti-spam is computer software that attempts to filter out spam email from genuine e-mail. E-mail spam involves sending identical or nearly identical messages to thousands (or millions) of recipients without their permission.
For more information about email spam, click here.
Identity theft protection is computer software that attempts to stop sensitive personal information leaving your computer without your permission. Identity theft is the wrongful taking of someone else?s ?real world? identity for the purpose of committing fraud.
Typically the thief gets their hands on enough information, such as credit card details or online bank account numbers and passwords, to pretend to be someone else. The thief may make fraudulent credit card purchases, withdraw money from online bank accounts, apply for loans, or try to secure other property using the stolen identity information.
For more information about Identity theft, click here.
Why is this Security Software needed?
A personal computer connected to the Internet without a firewall can be hijacked in just a few minutes (read Infected in 20 minutes). The only way to make your computer 100% secure is to turn it off or disconnect it from the Internet.
The real issue is how to make your computer 99%+ secure when it is connected. Not having protection is like leaving your car running with the doors unlocked and the keys in it - which a thief might interpret as ?please steal me?. Stated another way, when was the last time you handed a stranger your wallet and encouraged them to take your drivers license, cash and credit cards?
Locking a car or installing a security system makes stealing a car more difficult. Internet security and privacy software provide protection by making it difficult for ?outlaws? to find and gain entry to your computer.
The hazards are many and varied, including; hackers, spyware, browser hijackers, viruses, Trojan horses, worms, phishing, spam and many more. To defend against this onslaught you need the combination of a personal firewall, anti-virus, anti-Trojan, anti-spyware, anti-spam, anti-phishing, and privacy software on your desktop computer and every computer on your network.
Security Processes
Keep computer security software up to date with the latest versions at all times.
What:
In order to maintain the best possible levels of security, developers of security software regularly release updates. This could be as frequent as 4 or 5 times a year. In addition to this, most security software requires payment of an annual subscription fee in order to access the latest virus or spyware definitions which can be updated as frequently as daily. All of the security software that is provided and managed by TechOnline is kept up to date with the latest version at all times.
Why:
Without the latest software versions, you are trying to fight the latest viruses and spyware using outdated defences. In some cases, it is only marginally better than having no protection at all.
Keep antivirus and anti-spyware definitions up to date every day.
What:
Spyware and viruses are identified using what are called definitions. Spyware definitions are like fingerprints, and developers of antivirus and anti-spyware software are constantly releasing updated definitions (sometimes daily) to combat the latest threats. The antivirus and anti-spyware software that is provided and managed by TechOnline is kept up to date with the latest definitions on a daily basis.
Why:
According to AUSCERT?s 2004 Survey, 88% of companies suffered a virus attack, even though 100% had anti-virus software installed! One of the main reasons for this is that computers without the latest definitions installed are vulnerable to the new viruses and spyware that are being unleashed daily.
Carry out an anti-spyware scan every day.
What:
Anti-spyware software is designed to identify and remove malicious software (malware) called spyware. Most anti-spyware software works by scanning your computer to identify spyware and then remove it. TechOnline runs a spyware scan every day.
Why:
Most computer users believe their computers are free from spyware. However, almost all computers have spyware. In most cases your computer will get infected with this type of malware simply as a result of using the Internet to visit websites. In other words, everyday use of your computer on the Internet puts you at risk from spyware. Currently it is not possible to stop spyware infecting your computer, but you can use effective anti-spyware software regularly to find and remove any infections. If a scan is not carried out every day there is a real risk that any spyware getting on to your computer will have time to do damage. The only way to keep your computer clean is to carry out a scan every day using the very latest spyware definitions. If you do not do this you are at risk from spyware that will steal your personal information (credit card, bank account details etc.), track your daily activities and/or bombard you with pop-up advertising.
Carry out a virus scan of all files at least once a week.
What:
Antivirus software is designed to identify and remove malicious software (malware) called viruses. Antivirus software works both proactively, by stopping viruses before they infect your computer, and reactively by scanning your computer to identify viruses and remove them. TechOnline runs a virus scan of all computer files at least once a week.
Why:
Viruses can range from non-threatening, through to the possible loss of all your information stored on your computer. According to
CERT in the USA, the number of computers being infected by viruses has been rising exponentially over the last 3 years, with more businesses being affected by single incidents than ever before. So running antivirus software means you are protected, right? Wrong, running antivirus software will proactively stop most viruses, but there are two other things that you need to do. You need to do a complete scan of all files on your computer at least weekly, so that you can catch the viruses that slip through or come in by the back door. Secondly you must ensure your virus definitions are up to date with the latest versions released by the antivirus software company. This routine greatly reduces the likelihood of becoming infected by a virus.
Setup, maintain and monitor personal firewall software correctly.
What:
Setup - A personal firewall is one which is software based. Like all software programs, there are lots settings that can be changed to suit your particular requirements. When TechOnline installs the firewall software, it is setup in a way that balances the need for security and the requirement to maintain a reasonable level of useability.
Maintain - Software developers regularly release updates that need to be installed correctly, and in addition your requirements will change as new programs are installed and old ones removed. TechOnline looks after any firewall updates and manages any changes needed to accommodate your changing needs.
Monitor - Firewall software generates a log or record of what it is doing, e.g. what traffic it has stopped where it is coming from etc. This log is monitored by TechOnline on a daily basis to see just what has been happening.
Why:
Setup - When you first install firewall software it is set up with a standard configuration only. As a result, many firewalls are not configured correctly and therefore do not provide the protection they should. With a firewall that is setup incorrectly you could be at risk from incoming or outgoing traffic that is not being stopped, or your computer may not work properly because the firewall is stopping normal safe traffic.
Maintain - As with all software, and in particular security software, keeping the firewall up to date with the latest version is important if you want your protection to be maintained at the highest level.
Monitor - Monitoring and analysing the firewall log is probably the most important thing if you are to get the most out of a firewall. The log file provides clear pointers to things that need attention. It could be perfectly safe Internet access by software on your computer that is being blocked (perhaps it is a program that regularly connects to the Internet as part of an automatic update process). It could be being generated by spyware or a Trojan on your computer that is trying to access the Internet to send your personal information to the hacker that created it.
Control what programs on your computer can connect to the Internet.
What:
All firewalls provide some type of control over incoming access from the Internet to a computer, but not all provide control over programs on your computer accessing the Internet. The firewall used by TechOnline provides outgoing filtering or program control that monitors your computer to detect and control any attempt by a program to connect to the Internet.
Why:
If your computer is not protected by a firewall that has outgoing or program control, you have no way of stopping malicious software (malware) that may have installed on your computer, from sending your personal information out via the Internet to a hacker waiting to put your information to use. The information may only be a list of the Internet sites you visit, or it could be your credit card or Internet banking details. Without this protection on your computer it is like taking the keys out of your car but leaving the doors unlocked; any valuables lying around are going to be easy prey for a passing thief.
Check every day that your firewall software is running.
What:
Your firewall provides a vital component of your security regime by protecting your computer from attack by unwanted visitors, and also preventing malicious software (malware) from making unauthorised connections to the Internet. The TechOnline Security Centre provides users with a daily status check on their firewall software.
Why:
Without this basic security functionality in place and operating correctly, it is the equivalent of leaving your front door open while you are at work. Without your firewall running, you may not even know that you have been attacked until you check your bank account and find that your account has a zero balance. Knowing that your firewall is operating correctly is a simple but important daily task.
Check every day that antivirus software is running.
What:
Antivirus software works both proactively, by stopping viruses before they infect your computer, and reactively by scanning your computer to identify viruses and remove them. The proactive protection or active scanning is all about stopping the virus getting on to your computer in the first place. The TechOnline Security Centre provides users with a daily status check on their antivirus software.
Why:
If the proactive or active scanning protection is not working, then you could open dangerous email attachments or run infected programs that you have downloaded or have on a cd, and you will never know until it is too late. It is grossly inadequate to rely on regular virus scanning alone to pick up virus problems after they have infected your computer. A simple check can determine that the active virus scanning is running and protecting your computer.
Maintain security of account/card number and password details when carrying out online banking, or paying online using a credit card.
What:
If you use a credit card for an Internet transaction or you access a bank account using online banking, you are required to provide sensitive identification information such as credit card details, account numbers, passwords, etc. The TechOnline security software includes an ID Lock feature to store sensitive personal details.
Why:
Every time you enter personal information into an e-mail message or website form - such as your credit card number, address, or social security number - it is possible that the information could be stolen. The ID Lock helps prevent that from happening by ensuring that your personal information is only sent to sites you trust. It was recently reported that in the US, "an astonishingly high 30% of American consumers had experienced online identity theft, according to Gartner Inc.(one of the world?s leading industry research and analysis companies)". Every computer user needs to ensure the security of their identity and financial information.
Use anti-spam software on your computer.
What:
Every computer user knows and has experienced spam. With the amount of spam and the increase in ?phishing? scams - where emails purportedly from your bank, credit union etc. ask you to verify account details and passwords - having some form of anti-spam is essential. The TechOnline security software includes personal spam protection installed on your computer.
Why:
Most people have access to an anti-spam service from their email provider. What a lot of people do not understand is that this type of anti-spam service that is not actually running on their computer will not be as effective or convenient as having your own anti-spam software. The advantages of having your own anti-spam software are:
- You can easily tailor the service to suit your needs ? adding all of your existing contacts as approved senders or selecting particular email accounts to reject.
- You can easily review the email that has been identified as spam ? how many people have experienced the problem of not getting an important email, only to find that the anti-spam service has classified the email as spam and it did not get through to you.
- The convenience of being able to access and modify the anti-spam service on your computer, without the need to go to some website to make changes or check something.
Delete all Internet history and temporary files at least once a week.
What:
These are files that are created as a result of using the Internet. They are not required and, over time, can build up to a substantial size. The standard TechOnline maintenance processes include a weekly cleanup of Internet history and temporary files.
Why:
These files take up valuable storage, and there is always a risk that they contain some form of spyware or adware that can provide others with details of your computer usage and sites visited. Cleaning up these files helps reduce the risk of using the Internet, and in many cases will make your computer run faster.
Carry out a clean up of the Windows registry at least once a week.
What:
The Windows registry is a database where Windows and programs store information about what they are and how they have been customised to suit your needs. The registry keeps growing over time, and as it does so, it attracts obsolete and unnecessary information, and gradually becomes cluttered and fragmented. The standard TechOnline maintenance processes include a weekly cleanup of the Windows registry.
Why:
As the registry grows over time, it can degrade the performance of the whole system and cause many weird software problems:
- When data changes i.e. you delete a file, the registry may not remove the invalid data, thus in this case a reference to a non-existent file remains in the registry.
- As the registry gets filled with invalid data, Windows and programs consume more system resources to search the database for any data. Therefore your computer gets slower and slower.
- Last but not least, passing invalid data to Windows programs can cause severe system complications resulting in programs that suddenly stop running properly or take a long time to start, Windows problems, etc.
Accessing someone who can assist you when something goes wrong with your computer.
What:
When something goes wrong with your computer, you need help from someone who knows what they are doing and can fix the problem.
Why:
If you rely on a friend, relative or business associate to come to the rescue with your computer problems, then you are taking a huge risk. Do they know what they are doing, will they be available when you need them, are just two of the issues you face. Recent research indicates that approximately 80% of computer problems can be fixed remotely. With a helpdesk service, this means you can have an expert solve your problem in minutes rather than hours or days.
Access to quality assistance, regardless of the type of problem.
What:
The skills and experience necessary to handle the range of problems and requests for assistance associated with a typical computer user, are extensive. Even an expert is unlikely to have the skills and experience to handle all of the possible requirements. Often, small business has had to rely on friends, relatives and the local computer store for assistance. But the reality is that regardless of how well meaning these people are, they are not the best choice to handle the complex array of problems and issues that you face when using a computer in business.
Why:
Would you go to a friend for legal advice or a solicitor? Why trust your critical business information and your single most important business tool with someone who probably lacks the necessary skills and expertise? Large corporates employ a whole range of people in an IT department to service their needs. A helpdesk service is a way of getting access to a group of professionals, that between them, have been trained and are certified to provide the same sort of problem solving, advice and guidance in order to keep your computer up and running. In addition they have access to a knowledge base to assist in resolving your problem quickly and correctly (avoiding further problems down the line). Receiving poor or bad advice is false economy.
Access to assistance within minutes, whenever you need it, day or night, week days or weekends.
What:
A 24 hour x 7 day helpdesk service means being able to call for help any time, night or day, week days or weekends. You can always get someone and you can always get the right type of assistance.
Why:
The requirement for help with computer problems or advice is not necessarily confined to 9:00 to 5:00 Monday to Friday. If you have a job that is due out this morning or this afternoon or maybe you are working late to finish something, you can?t afford to wait 3 or 4 hours, or the next day for someone to turn up and look at the problem. To be effective in business you need a computer support service that is available to suit the way you work and able to meet your deadlines.
Access to advice and hints for the Microsoft software that you use eg. Microsoft Windows, Microsoft Office (Word, Excel, PowerPoint, Access and FrontPage), Microsoft Project etc.
What:
When you have a question or a ?How to?? problem you need someone to provide a simple answer or an explanation of how to do it.
Why:
Quite often when faced with a lack of knowledge on how to do something, people just find another, usually less efficient, way to do it. These work arounds usually take more time, sometimes give a poor result, and almost always cost you money ? both in lost time and opportunity costs. Without a reliable resource to call on, people just make do. To be successful in business you need the best possible advice ? to make effective use of your computer, you need to have access to expertise to provide you with advice and guidance on how to get the most out of your Microsoft applications.
Access to professional advice to assist with decisions on purchasing or using technology in your business. eg. is wireless networking appropriate for you & how much will it cost.
What:
Small business is always about doing more with less, and exploiting technology is an absolute necessity. In most cases it?s not about if, it?s about what when and how. The challenge is that the complexities of computers and other business technologies are ever increasing.
Why:
As technology becomes more sophisticated and more options are available to choose from, users are left wondering what to do. Trying to work out what hardware and/or software to purchase is for most, a daunting task. Doing your own research every time you are faced with technology question takes a lot of time and you are still not sure if you have made the right choice. The better approach would be to call on an expert who has done it before and can provide guidance and unbiased advice (unlike the local computer salesman).
System for backing up business information held on the computer.
What:
A system for backing up, is an automated or manual process that backs up selected information on your computer on a regular basis.
Why:
Every business needs a system in place that will back-up the business information held on their computer. For most of us, it?s not the cost of the computer that it is critical ? you can purchase a system complete with LCD screen for around $1,600. It?s the value of the information on the system that is absolutely critical. If you lose 5 years of customer details, emails, contact information, presentations, sales quotations, etc. ? what is this worth to you ?
Backup all critical information, including emails.
What:
You can only call something critical information if you have taken the time to think about what is essential to the running of your business.
Why:
Simply backing up information on your computer may be useful, but if your email history contains essential information and it is not being backed up, your backup is not going to be much help. You need to be able to nominate the essential files and data that need to be backed up, and the backup process should ensure that the latest versions of these files are always backed up.
Carry out a backup at the end of every work day.
What:
This means doing a backup of the latest version of all specified files at the end of every day.
Why:
If you do not do a backup every day the value of your backup is seriously reduced. Every day you change some information on your computer, that if lost, will probably cause you great pain and possible financial loss e.g. debtor and accounting information, a bid document, a design brief, a report, a proposal, a contract, prospect details etc. If you lose this information, your business will suffer a direct financial loss measured in either lost business, lost opportunities and/or wasted time trying to recreate or resurrect the lost information. If you use a computer in business, it is not a luxury to do a backup every day, it?s part of doing business and an essential part of staying in business.
Ad-hoc backup of selected files at any time.
What:
The ability to backup a file or set of files whenever you think it will help you in managing the risk of doing business.
Why:
If you have just completed creating a major presentation, article, speech or tender/quotation document, etc. initiating a backup session that will last only a minute or two, could save you a lot of time, stress and possibly money. Having the option of backing up on an as needs basis is yet another step in managing the risk of using a computer in business.
Check the ability to retrieve files from backup.
What:
A backup is only a backup if it can be restored. You have to be able to successfully restore files from a backup in order to prove that a backup has any value.
Why:
An integral and important part of any backup regime is to make sure that the backup you have been doing works and that you can restore and retrieve the files you need. If this is not regularly carried out, there is no way of knowing what your risk exposure is. It is not uncommon for people to find out all too late that their backup has not functioned correctly, and they find that they have either being backing-up the wrong files or not all the files they need or even that the backup has not really been working at all.
Keep at least 5 versions of each file backed up.
What:
Backing up versions of a file, means that every time a change is made to that file, another copy is backed up along with any earlier copies. If you created a new document and then worked on this document on 3 separate days in the week, there would be a backup of the original and a further copy for each of the revisions, making a total of 4.
Why:
You need to have access to at least 5 versions of backed up file in the event that you accidentally overwrite, delete, or need to go back to a previous version of a file. For example, assume that you open an existing Word document as a template for a new proposal you are working on. After making your changes, you save the document. Then you realise the next day you saved the document without changing the name, losing the original. By having multiple versions backed up, you can view all the versions of the file and retrieve back the file before the changes were made. This is a common mistake and one that can be corrected, quickly and easily.
Keep the backup copy located remote from the work place.
What:
This means always having a backup copy that is stored remote from the location of the computer.
Why:
The minute you have your backup copy located in proximity to your computer, you are at risk of losing the original information and the backup. This may seem unlikely, but remember disasters are never planned ? you can never know when you are likely to suffer from theft, storm, fire etc. Many years of diligently doing daily backups of files is of no value to you if you loose the lot as a result of some unplanned event.
Maintain a duplicate copy of the backup in a location remote from where the main backup copy is held.
What:
This means having a separate copy of your backup and keeping it in a different location.
Why:
In the event the main backup copy is corrupted, damaged or lost, you still have to be able to access a backup from somewhere. Maintaining a duplicate copy of backup data in a remote location is what large corporations and government departments have been doing for years. It is yet another step to ensure that the risk to your business is kept to a minimum.
