Client Service Audit
Steps for Service Audit
Follow these steps to perform a thorough audit of each client account.
- Verify Contracted Services
- Assess Fortra VM configuration.
Set Insight Classifications:
Insights allow partners an opportunity to better understand their client’s organization and fulfill client needs. Use this information as an opportunity to retain clients and provide full value through appropriate service and platform use. Select the most accurate option from each of the following drop-down lists.
Vertical: Industry in which organization operates
Total Employees: Number of employees in client organization
Annual Revenue: General income of client organization
Validate the client's subscription use:
Navigate to Active View > Assets and scroll to the bottom of the page to see the total number of assets.
Check for scan completion and scan errors:
Navigate to Scans > Scan Activity to check that scans have completed. If authenticated scans are being run, check for errors.
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Investigate client use of Fortra VM.
Ensure clients are logging into Fortra VM and viewing reports:
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Verify connection of scanner.
RNA device function can be confirmed as "online by a green status circle:
See Virtual RNA Troubleshooting for more information.
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Determine if the Active View Window Size is set correctly based on the client's contracted scan frequency.
Active View Window Size Guidelines:
Guideline for Active View window size is set by number of days per scan frequency on the client's contract.
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400 days for annual scanning clients
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200 days for quarterly scanning clients
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100 days for monthly and on-demand scanning clients
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Check scan purge day settings.
Ensure scan purge days is set to its maximum value, currently 1825 days:
