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Top 5 Common Support Questions – Asked and Answered

Why, Why, Why? These are the questions the Bryley support team hears every day. We know the answers!

1. Why did it fail?

Computers are extremely complex systems.  As complexity increases, so does the likelihood of failure.  A computer depends on many things to go right for it to work properly.  If the smallest thing goes wrong, it can cause failure of the entire system.  The FRU’s (Field Replaceable Units) within a computer system are becoming fewer and fewer such that if something does go wrong, replacing the entire system is often the best option.  Having done failure analysis in a previous life, I can attest to the fact that the process is difficult and the results are not guaranteed.  Sometimes, my best explanation for failures is “cosmic radiation”… or more likely, a defective hard drive.

2. Why didn’t you know this problem was happening?

Bryley Systems monitors feedback from systems covered under a CSP (Comprehensive Support Program) agreement.  There are a variety of alerts that create service tickets for us to investigate.  Results from Patching, AntiVirus and Malware logs are reviewed to insure issues are addressed before they become major problems.  We can’t possibly see everything that’s going on, but we do have a hand on the pulse of our clients’ systems and we monitor their systems on a regular basis.  If you encounter unanticipated or spurious problems, we respond promptly with the expertise and determination to get you back up and running as soon as possible.

3. Why can’t my AntiVirus and AntiMalware protect me from all the Internet Threats?

This is indeed a common question.  Why not one and done?  The reason is that the threat landscape is changing constantly.  There are hundreds of thousands of virus and malware signatures that are used to protect a single system… but that is not always enough.  Dozens if not hundreds of threats appear daily.  There are Cyber-Crime Syndicates in Russia and the Czech Republic that are selling Ransomware tools to anyone interested in cashing in on the encryptions  for money schemes rampant on the internet today.  Symantec estimated that their clients alone are paying more than $500,000 to these criminals each month.  We work on the principal of minimizing your surface of vulnerability.  Criminals are not lazy, but they will opt for the low hanging fruit every time.  We chose AVG and MalwareBytes as our AntiVirus and Anti-Malware software because they are leaders in the industry.  But unfortunately, there are Zero Day Threats that someone has to receive before the signature can be recognized and distributed to protect other unsuspecting folks.  There are vendors working on “Behavior Recognition” to detect suspected Virus or Ransomware behavior that is now being released.  MalwareBytes is working on a module that will likely be a part of their current offerings to conduct similar detections.  Here at Bryley Systems we are constantly watching how effective these new and yet to be proven products perform and will insure that our clients are provided the best protection we can offer.

4. Why don’t we contact the Police or FBI about this Ransomware infection?

Many people, businesses, and institutions have been affected by Ransomware in the past year.  The criminals usually trick you into running their specially crafted code, and then unbeknownst to the victim, this code encrypts every file it can find that could possibly be useful on the system and on the network.  Each new variant is more clever and devious that the previous.  The victim ends up with folders full of useless files they can no longer open or use and they are forced to pay a ransom to the perpetrator.  We at Bryley do not recommend that you pay.  Although you have suffered loss that is often significant, the dollar threshold for reporting this crime to the authorities, Local Police, State Police, and FBI, is $10,000.  You need to prove this loss before you can open the door.  Unfortunately the door has been left open and the impact is profound.   The best way to thwart this kind of attack is to have a good backup system.  That system should be independent of your working environment to maximize isolation from the attack.   We provide a BUDR (Back Up and Disaster Recovery) solution to minimize the impact of an attack such as this.  In addition to protecting important data from everyday disasters, it will allow our clients to restore their files and get them back up and running in a very short time without paying the ransom demand.  Always have backups.  Make sure they cannot be touched by a malicious attack on your systems.  Someday you may be thankful you did.

5. Why do I need a Password to access my system?

In the spirit of best practices and minimizing your surface of vulnerability, you want to close the door to accessing your system by unauthorized personnel.  Most security breaches occur from the inside.  It could be an employee who is in no way malicious, perhaps just walking by and noticing that your system is open while you’re out to lunch.  They didn’t plan to access your personnel records, but the opportunity presented itself.  The criminals have many ways to attack you.  It can sometimes be easy for them to breach your first line of defense and gain access to your network remotely.  Why make it easy?   Protect yourself and your data with Layers of Security, including passwords that are hard to crack.

Bryley Systems can be YOUR Trusted Advisor.