EnsurePoint™
EnsurePoint™ is Digital Boardwalk’s endpoint security offering. Unlike traditional, definition-based anti-virus products, EnsurePoint™ is a next-generation endpoint protection solution with contextual threat intelligence and industry-leading efficacy. EnsurePoint™ is designed to reduce the risk and impact of viruses, malware, and other common endpoint Cyber-Attacks targeting Computers and Servers.
1. Application of Services, Inclusions, and Exclusions
The application of Services, Inclusions, and Exclusions as detailed below is determined by the level of service for Computers and Servers as well as the type of service delivered. See Application of Services for details.
2. Platform Limitations
Due to limitations and restrictions within the Apple macOS operating system, some Services may not be available to macOS devices. To indicate which platforms a Service is applicable to, the following identifying icons will appear next to the Service:
Service is available for Microsoft Windows devices.
Service is available for Apple macOS devices.
3. License
Service Provider delivers an endpoint security license to Customer for licensed Computers and Servers. Due to the resale structure of the license between the licensing vendor, Service Provider, and Customer, Customer may not have access to all administrative functions of the licensed product. Unless otherwise listed as an included service under 4. Services (Included), all other Services, including technical support for administrative functions to which Customer does not have access, are excluded from this Agreement and excluded from the cost of this Agreement.
4. Services (Included)
Service Provider delivers Services to Customer for Computers and Servers listed as part of this Agreement. To be included as part of this Agreement, Computers and Servers must (i) have Service Provider’s remote monitoring and management (“RMM”) agent installed; and (ii) Computers and Servers must be covered by an active support agreement (e.g. SupportPro™, SupportPlus™, etc.). The following Services are listed as inclusions to this Agreement and are included in the cost of this Agreement:
4.1 Monitoring & Alerting
Service Provider utilizes a monitoring and alerting platform designed to track the presence and status of endpoint security software. The monitoring platform queries the endpoint security platform logging systems to generate alerts. Service Provider’s monitoring system is, therefore, limited by the alerting capabilities of the endpoint security platform. Alerts generated by the monitoring system notify Service Provider with real-time alerts that are automatically converted into service tickets.
4.2 Proactive Response
As Service Provider’s monitoring and alerting system generates service tickets for identified issues, Service Provider will leverage an artificial intelligence (“AI”) platform to proactively remedy the system alerts. Service Provider also provides oversight by a team of engineers to proactively respond to system alerts not otherwise remediated by the AI platform. Proactive response is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
4.3 Service Installation
Service Provider manages the installation of endpoint security software on Customer Computers and Servers. Service Provider will remotely install endpoint security software for licensed Computers and Servers added to this Agreement. Installation is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
4.4 Policy Configuration Audits
Service Provider will routinely audit and adjust the configuration of the Service policies to verify they remain in compliance with Service Provider’s standard operating procedures and industry best practices for cybersecurity.
4.5 Policy Override Requests
Customer may request Service Provider override the configuration policy of the Service to allow specific behaviors or content to bypass the Service. Service Provider will evaluate override requests to determine possible risks to Customer’s cyber defense strategy, and will override the configuration policy at Service Provider’s discretion. Policy override request fulfillment is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
5. Out of Plan Services (Excluded)
Unless otherwise listed as an included service under 4. Services (Included), all other Services are excluded from this Agreement and excluded from the cost of this Agreement. Service Provider may deliver Out of Plan Services to Customer at rates set forth in Standard Labor Rates. The following is a list of common services excluded, without limitation, from this Agreement, regardless of any statement that the Service is included in the cost of the Agreement:
5.1 Cyber-Attack Remediation
In the event of a Customer Cyber-Attack, Service Provider will work with Customer’s cyber liability insurance provider (the “Insurance Provider“), upon request by Insurance Provider to Service Provider, to remediate the Cyber-Attack.
6. Third Party Products
Service Provider provides products or services from third parties in connection with the aforementioned Services. The following is a list of third parties used in connection with the Services and their respective terms and conditions to which Customer accepts and agrees:
Changelog
| Date | Previous Language | New Language |
|---|---|---|
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06/22/2022 |
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[Original Publishing] |
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08/25/2025 |
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Corrected the Standard Labor Rates hyperlink under 5. Out of Plan Services (Excluded) |