What is NET-ASSIST?

Thanks to the know-how accumulated by the group since 2006 in the field of remote maintenance, and also thanks to an internally developed ICT infrastructure ERP system, we are able to offer very competitive packages for the micro-company, often the ones who cannot afford any regular maintenance of their devices.

Who needs it?

Any office or company that:

• has a very small network, even a single server, NAS, one router and one switch;
• it never does (or can't remember when it was last done) ordinary maintenance and checks of their devices;
• call for IT assistance only when something breaks, which is already probably too late, especially for HDDs;

What about my passwords?

One of the tasks is password rotation for management accounts, and the client receives an automated email with an encrypted secure file with all passwords attached. Should the client don't want to continue the service or disconnect the support device for any reason it may have, the last version of the passwords is always at the client site and it never has to be actively asked.

Is it safe, how does it work? Should I pay extra software for remote assistance/connection?

The safety level is the maximum possible at the current state of technology. Thanks to the global private network of PALADIN, who has access points all over the world, a device is supplied to the customer, which needs to be connected to the network. This device does not connect to the Internet or open a proxy back-door such as other popular remote desktop solutions, instead it does connect to the nearest access point with a secure tunnel. From there on, our support staff can perform the maintenance and open a tunnel with an IKEv2 IPSec connection, the safest possible standard today, ensured by certificates. This access does not require additional cost or licenses, now or never, it is included in the maintenance service fee. Whenever the service is stopped, the device remains at the client, and PALADIN will do a full reset before handing it over (or the customer can reset the small device and eventually use for own things). This is done to ensure there are no configuration leaks for our servers. Even there is a leak, the risk of intrusion is non existent however. As soon as a device is deactivated, the corresponding point of access accounts, which is auth by RADIUS globally, is also disabled, so it cannot actively connect anymore in any case.

Can you give some example of checks?

For example, the following things are regularly checked:

• CVEs and critical device updates (list of devices is agreed with client, includes NAS, routers, servers etc.);
• health of power supplies of devices;
• health of UPS units;
• health of HDDs and RAID statuses;
• password rotation policies;

Do I receive anything when you guys check?

Absolutely yes. At every check you will receive an email in English with the report of the check. The email is automated, but may include personalized comment by the IT Engineer who did the maintenance. If a problem arises, a different email is generated with clear instructions on how to proceed with your local vendor for repair or problem fix. The frequency and type of checks is know-how of PALADIN, and it is developed by doing this kind of job for nearly 20 years for major international companies with units all over the globe.

How much does the service cost?

These are the international tariffs updated May 2024 valid for all the world (*):

• Micro company up to 5 persons: SGD 790/year
• Micro company up to 10 persons: SGD 1,590/year
• Company over 10 persons: Contact us to request a quote.
• Payment terms:
  • 100% yearly down payment, we do not require payment for the hardware, which remains property of the user after the first year.
  • (*) Excluding the following countries:
    • China Mainland (refer to Learn-Digital instead).
    • Italy (refer to this page in Italian instead)