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    Help Us Help You!

    HelpDeskFiveW

    Need help from the CU*Answers Network Services team?

    Use the 5 W’s To Help Network Services Help You!

    Launching a new product, service, or initiative? Have an issue that requires assistance? Help us help you! Whether it’s making sure the right people have access to the appropriate resources or ensuring teams can connect to the new services you’re activating, Network Services is here to help! No matter how you’re requesting assistance, be it through Latitude, an online contact form, or email (helpdesk@cuanswers.com), use the 5 W’s to make the process go more smoothly and quickly!

    Learn More Here

    Help Us Help You!

    HelpDeskFiveW

    Need help from the CU*Answers Network Services team?

    Use the 5 W’s To Help Network Services Help You!

    Launching a new product, service, or initiative? Have an issue that requires assistance? Help us help you! Whether it’s making sure the right people have access to the appropriate resources or ensuring teams can connect to the new services you’re activating, Network Services is here to help! No matter how you’re requesting assistance, be it through Latitude, an online contact form, or email (helpdesk@cuanswers.com), use the 5 W’s to make the process go more smoothly and quickly!

    Learn More Here

    Don’t Forget: Latitude 2.0 Phase 3 Coming This Weekend

    From the Help Desk

    Latitude 2.0 Phase 3 Arriving August 21, 2016!

    We’re excited to announce that on Sunday, August 21, Network Services will deploy the third phase in the series of enhancements to the improved Latitude ticket request system. In this phase, you can expect the following enhancements:

    Help Desk Email Integration

    Clients who are users in Latitude that email the Help Desk will now get a ticket created in Latitude within ten minutes of receipt.

    All replies via email will now be logged in the Latitude ticket as well. This is exciting news! This will help keep all recipients on the ticket up to date, and will allow for seamless handoff to another technician if needed, as all the communication will be logged in the ticket.

     Kaseya and SonicWALL Global Management System Integration

    When Network Services receives alerts in either the Kaseya or the SGMS system, tickets will now be created using the details entered in the alert rule. Stay tuned for further details on this integration.

    *NOTE: Latitude Downtime During Upgrade*

    Due to this upgrade, Latitude access will be unavailable from 7:30 AM ET until approximately 8:30 AM ET on Sunday, August 21. We thank you for your patience while we enable these exciting new updates to Latitude.

    Questions?

    Email the Help Desk

    A Note From the Help Desk: Latitude 2.0 Phase 3 Coming This Weekend

    From the Help Desk

    Latitude 2.0 Phase 3 Arriving August 21, 2016!

    We’re excited to announce that on Sunday, August 21, Network Services will deploy the third phase in the series of enhancements to the improved Latitude ticket request system. In this phase, you can expect the following enhancements:

    Help Desk Email Integration

    Clients who are users in Latitude that email the Help Desk will now get a ticket created in Latitude within ten minutes of receipt.

    All replies via email will now be logged in the Latitude ticket as well. This is exciting news! This will help keep all recipients on the ticket up to date, and will allow for seamless handoff to another technician if needed, as all the communication will be logged in the ticket.

     Kaseya and SonicWALL Global Management System Integration

    When Network Services receives alerts in either the Kaseya or the SGMS system, tickets will now be created using the details entered in the alert rule. Stay tuned for further details on this integration.

    *NOTE: Latitude Downtime During Upgrade*

    Due to this upgrade, Latitude access will be unavailable from 7:30 AM ET until approximately 8:30 AM ET on Sunday, August 21. We thank you for your patience while we enable these exciting new updates to Latitude.

    Questions?

    Email the Help Desk

    Network Services Help Desk Reminder: Software Upgrade this Weekend

    From the Help Desk

    ATTENTION NETWORK SERVICES COMMVAULT BACKUP CLIENTS

    Reminder: Upcoming Software Update

    This weekend, August 6th, CU*Answers Network Services will be upgrading the Commvault Simpana data backup software from version 9 to version 11. This is the backup software at the core of your DataBP.  This upgrade will allow us to continue to receive technical support, adds support for VMware ESXi 6.0 and Exchange 2016 backups, as well as improves data backup performance.  The new version of Commvault Simpana also brings with it a new backup reporting system.  There will be a gap in backup reporting August 3rd – 8th  while we upgrade this system, but we will continue to back up and monitor your systems during this time.

    Upgrading the backup client software on your servers will require them to be rebooted.  Network services will be reaching out to you to schedule this work in the near future.  All reboots will be done after business hours and should not interfere with your ability to serve members. If you have any questions, contact the Help Desk.

    Contact the Help Desk 

    A Note from the Network Services Help Desk: Software Upgrade

    From the Help Desk

    Upcoming Software Update

    The weekend of August 6th, CU*Answers Network Services will be upgrading the Commvault Simpana data backup software from version 9 to version 11. This is the backup software at the core of your DataBP.  This upgrade will allow us to continue to receive technical support, adds support for VMware ESXi 6.0 and Exchange 2016 backups, as well as improves data backup performance.  The new version of Commvault Simpana also brings with it a new backup reporting system.  There will be a gap in backup reporting  August 3rd – 8th while we upgrade this system, but we will continue to back up and monitor your systems during this time.

    Upgrading the backup client software on your servers will require them to be rebooted.  Network services will be reaching out to you to schedule this work in the near future.  All reboots will be done after business hours and should not interfere with your ability to serve members. If you have any questions, contact the Help Desk.

    Contact the Help Desk 

    A Note from the Network Services Help Desk: Software Upgrade

    From the Help Desk

    Upcoming Software Update

    The weekend of August 6th, CU*Answers Network Services will be upgrading the Commvault Simpana data backup software from version 9 to version 11. This is the backup software at the core of your DataBP.  This upgrade will allow us to continue to receive technical support, adds support for VMware ESXi 6.0 and Exchange 2016 backups, as well as improves data backup performance.  The new version of Commvault Simpana also brings with it a new backup reporting system.  There will be a gap in backup reporting  August 3rd – 8th while we upgrade this system, but we will continue to back up and monitor your systems during this time.

    Upgrading the backup client software on your servers will require them to be rebooted.  Network services will be reaching out to you to schedule this work in the near future.  All reboots will be done after business hours and should not interfere with your ability to serve members. If you have any questions, contact the Help Desk.

    Contact the Help Desk 

    Reminders from the Network Services Help Desk

    From the Help Desk

    ATTENTION NETWORK SERVICES COMPLETE CARE CLIENTS

    Reminders from Network Services

    RMM Agent

    If you have not already done so, please check to see if the RMM Agent icon  is visible in your taskbar or system tray (lower right corner of your Windows desktop). The agent needs to be present to ensure we can provide remote assistance, monitoring, and patching to your workstation. If you do not see it or need assistance locating it, please contact the help desk.

    Symantec Endpoint Protection

    To ensure all of your workstations are equipped with Symantec Endpoint Protection for anti-virus, anti-malware, and DLP protection, please check to see if the Symantec icon  is visible in your taskbar or system tray (lower right corner of your Windows desktop). If you do not see it or need assistance locating it, please contact the help desk.

    Staffing Changes

    In addition to notifying the Client Services and Education team when an employee leaves your credit union, be sure to also notify the Help Desk, via Latitude or email, of the change. As part of our data security best practices, we will disable your former employee’s profile to prevent potential unauthorized access.

    CU*Answers Network Services Conducts IT Boot Camp

    CU*Answers Network Services recently concluded its 3rd IT Boot Camp at CU*Answers corporate headquarters. “Our 3rd boot camp brought some fresh faces from client credit unions to CU*Answers,” said Richard Hackler, CNS Manager of Client Support and Operations. “The sessions both had full attendance and great interactions among participants and presenters.”

    “We worked through several new presentations on cloud based IT services and Imaging Solutions and had the more popular presentations, like Cybersecurity, back again. We’ve received really good feedback on all of them.”

    CU*Answers Network Services will be releasing an invitation again in September for the next IT Boot Camp, tentatively scheduled for October 2016.

    For more information contact the Network Services Help Desk (helpdesk@cuanswers.com or ext. 266).

    Notes From the Help Desk: Firewall Maintenance

    From the Help Desk

    ATTENTION NETWORK SERVICES FIREWALL MANAGEMENT CLIENTS

    Firewall Management System Maintenance

    We will be performing maintenance to our firewall management systems. During the maintenance window, firewall management system will be unavailable as we apply some vendor updates.

    What does this mean for you? During the maintenance window, the log collection services on our system will be stopped, which means that your reports will have a gap during this time period. If you regularly access the management system or receive email notifications on firewall status, these will also stop during this time.

    Firewall security services for your credit union will not be impacted by the maintenance.

    To minimize the impact on any business activity, we will be scheduling the maintenance for Sunday Morning, May 22, from     12 – 2 AM ET. We will send an announcement at the start and completion of the process. If you have any questions, please contact the Help Desk.

    CU*Answers Network Services is a full-service network technology solutions provider. We specialize in LAN/WAN design, implementation and management; network security; firewall management; IP telephony VOIP (voice-over-Internet protocol) solutions; records management; managed hosting solutions (facilities management), compliance and security audits (HIPAA/GLBA/SOX); high availability solutions; web site engineering, and hardware sales and support services. CU*Answers Network Services provides services to the education, retail, legal, medical, real estate, hospitality, and financial services industries as well as court systems and regional municipalities. Our financial services portfolio includes servicing over 150 credit unions across the country.

    Why CU*Answers Network Services?

    • Nationwide Network Reach: 24/7 real-time monitoring and management of thousands of devices and hundreds of networks across the U.S.
    • Compliance Expertise: policy development, implementation, and consulting for highly regulated industries
    • Proven high availability solutions for critical applications: hosted or on-premise
    • Custom, secure web application development by certified experts
    • Multiple state-of-the-art data centers
    More than just a service provider, we're an extension of your staff with the expertise to cut through the confusion and deliver the solutions you need at a price you can afford. Rest assured that if our team can deliver to the exacting standards required by highly regulated industries, CU*Answers Network Services can meet your needs too.
    www.cuasterisk.com | Phone: 616.285.5711 | Toll Free: 800.327.3478 x167 | Fax: 616.285.5735