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Anti-Virus Assistance

Request Anti-Virus Assistance
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Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

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Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
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The Details

Features

This request is for customers requesting assistance with their agency's anti-virus software.

How to request

Designated Security Officers ONLY - will request on behalf of Commonwealth employees and their authorized business partners, whether or not currently supported by EOTSS.

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Service Level Expectation (SLE)

Anti-Virus Assistance

SLEResponsibilities/Dependencies

Fulfillment: 80% within 3 weeks

Customer

EOTSS

  • Responsible for coordinating discovery meeting(s) with the customer if applicable.
  • Responsible for adding an exception to Windows Defender or Palo Cortex XDR.
  • Responsible for the following actions per the customer’s request:
    • Allow – the IoC will be allowed to run on customer devices. 
    • Audit – an alert will be triggered when the IoC runs. 
    • Warn – the IoC will prompt a warning that the user can bypass.
    • Block execution - the IoC will not be allowed to run. 
  • Block and remediate - the IoC will not be allowed to run and a remediation action will be applied to the IoC. 

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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