Authored by: Support.com Tech Pro Team
The Security Check process consists of the following steps:
“What I will be doing for you today is our "Security Check". This will take approximately 45 to 60 minutes. Now during our call, I will be checking your computer, router, and browser settings to ensure that all your systems are secure and meet your online needs. I will also provide you with best practices to stay safe online and to help prevent issues from occurring in the future. I will make sure that when we are done today, that you and your family feel safe, secure, and prepared for the future.â€
At the start of the call, understand the customer's home environment and ask probing questions about the types of connected devices in the household:
Put this information in the session notes for later reference.
Build trust by explaining the process to the customer. Explain why the security check is important, and most importantly, personalize the experience based on their needs.
We want to custom tailor this service based off of the customer's lifestyle and needs. Some steps of the Guided Path should be emphasized (or skipped) based entirely off of the customer's answers.
Here are some example probing questions to ask the customer, and associated actions that you can take to help the customer:
If the customer has a computer, use the following guided paths to check for malware. Then, return to this guide for the remainder of service delivery.
Launch Adware/Malware/Rootkit (Windows)
Launch Adware/Malware/Rootkit (macOS)
Ensure the customer's computers are receiving OS updates without any issues. It is not in scope to install updates.
Check for updates on Windows 10
Windows 10 updates are automatic. Ensure there are no issues running updates.
Check for updates on a Mac
Any version of macOS 10.7 (Lion) or older can check for available updates through the Apple Menu and Software Updates.
Mac updates are automatic. Ensure there are no issues running updates.
Check for updates on a Chromebook
Chromebook updates are automatically done on startup. Ensure there are no issues running updates.
Default router logins for the top router brands
The defaults can change from model to model. If the logins provided below do not work, look them up.
BrandDefault IP AddressDefault UsernameDefault Password3Comhttp://192.168.1.1adminadminArrishttp://192.168.0.1adminpasswordAsushttp://192.168.1.1adminadminBelkinhttp://192.168.2.1adminadminBenQhttp://192.168.1.1adminadminDigicomhttp://192.168.1.254adminadminD-Linkhttp://192.168.0.1adminno passwordLinksyshttp://192.168.1.1adminadminNetgearhttp://192.168.0.1adminpasswordSUNhttp://192.168.0.1adminadmin
Ensure the customer's smartphones and tablets are up-to-date.
Different devices may have different setting locations to check for updates; you may have to do a search for the right process based on the customer’s device type
If the device loses power during an update, it can result in serious problems that would require servicing to fix.
Check for updates on Android
Watch for any Android devices older than version 8.1 that also cannot upgrade any further. Inform the customer that continuing to use the device will carry security risks. They should consider purchasing a newer device which is still supported.
Check for updates on iOS (iPhone, iPad)
If the customer has any Smart TVs in the home, speak to them of the importance of having the latest updates installed.
Do not walk the customer through the update process itself. Rather, let them know that they will receive an email after the service is completed with links on how to update the most popular brands of Smart TVs.
Ask the customer if they have any common IoT devices in their home (smart lights, heating/thermostats, security camera, Wi-Fi baby monitors, locks, etc).
Ask the customer if they have any children in the home and would like an overview of carental controls. If they do not, skip this step.
There are multiple ways of applying parental controls to connected devices.
There are multiple 'levels' or 'places' you can enact parental controls, and what each can provide varies wildly depending on the hardware and software being used.
Network Level
Network level parental controls would be set usually on your home Internet connection's router, and apply to all computers and devices in your home. These depend heavily on what your router manufacturer has made available, and only apply to devices inside your home. Your child's smartphone while they are at school, for example, would be unaffected.
Device Level
These apply only to the device itself. While dependent on what kind of device is in use, they will apply no matter where the device is, or what kind of connection is being used.
Application Level
These apply to the application or platform in use. For example, a specific web browser or a specific video streaming platform. Nothing else is affected.
Inform the customer that they will receive an email after the service is completed with step by step guides on how to set up parental controls on different devices, including routers, PCs, TVs, gaming consoles, tablets, streaming devices and more.
Content monitoring apps allow parents to monitor text messages, emails, and social media for undesired activity and can alert parents to activities in a multitude of ways. They also generally allow parents to control internet access on their child's device, and manage what kind of sites they can visit. Some parents may prefer to take a softer approach by only being alerted to issues without locking down their child's device. This creates opportunities to have open and honest discussions about their online activities. Many content monitoring apps allow this, as well as full lockdown if needed.
If the customer is looking for recommendations on which apps to use, Bark, Net Nanny, and Qustodio all offer comparable features at similar price points.
Ask the customer if they have two factor authentication set up on their online accounts. Two factor authentication acts as a second layer of security and helps to keep their accounts safe.
The steps for setting up two factor authentication differ depending on the service. Inform the customer that they will receive an email after the service is completed with step by step guides on how to set up two factor on the most popular online services (Google, iCloud, Facebook).
Now is a good time to have a discussion with the customer about their online habits and to bring up some risks associated with some online activities.
Do not read all of the text below to the customer. Tailor your response based off of the customer's online habits and the sites which they regularly use, and use the Words that Work below as solid speaking points.
Recommend that the customer adopts using a password manager for doing things like generating and storing saved passwords. If the customer would like recommendations, you can mention the following:
Inform the customer that we will be sending them Guides on how to do this after the service has been completed.
Ask the customer which sites they tend to use for online shopping. Customize the information you give them based off of available site information.
Amazon
"Look for "Ships from and sold by Amazon.com" on the product listing, usually found below the "Add to Cart" button if you want to ensure that you have the safest purchasing experience."
"If purchasing from a third party seller through the Amazon website, click on the name of the seller to see their rating. We recommend purchasing products from sellers who have at least a 90% positive score."
eBay
"If you are making an expensive purchase of a used item on eBay (electronics, musical instruments, etc), do your research and compare photos of the product in the listing with photos of known good copies of it. When in doubt, attempt to have the seller provide some kind of proof that the product is not a counterfeit (especially if the price seems too good to be true!). Usually, sellers are just looking to quickly turn around a product and may not even be aware that the product in question could be a counterfeit."
"Always review Seller Feedback before buying an item. This will give you a good indication if the seller is reputable. Generally, eBay will always side with the buyer when a dispute is filed, so that also provides another layer of protection for you. Review to see if the seller has sold similar items in the past."
"Try to avoid making transactions with individuals in foreign countries, especially those known to harbor cyber criminals."
Craigslist / Facebook Marketplace
"When selling an item in-person, do not accept cash as payment. This is a very common way for sellers to get scammed. Counterfeit money is relatively easy to test for, but not everyone has testing tools ready. You also risk offending the buyer by using them. Using services like PayPal or Venmo provides a certain degree of protection that will keep scammers away."
"When exchanging an item, it's always a good idea to find and utilize a public area within your local community which is safe and monitored by security."
General Safety
"If a seller on any third party website contacts you directly asking for your credit card number after the sale, this could be a possible attempt at fraud. Your credit card number is never fully exposed to any seller and they should never have to ask for it."
"Never speak your credit card number to any individual, nor type it in manually into someone's smartphone."
"If you receive a suspicious email claiming to be from Amazon/eBay/etc, do not click on any links from that email. Simply tag it as spam in your email and move on."
This is a summary of the features included with the ID Theft Protection service that is bundled along with this service. Review these features with the customer to ensure that they have a clear understanding of the product.
Below is a table detailing the features above.
Category
Feature
Detail
Monitor
Dark Web Monitoring
Social Security Number Monitoring
Bank Account Number Monitoring
Credit Card Account Number Monitoring
Debit Card Account Number Monitoring
Driver's License Monitoring
eMail address Monitoring
Medical Insurance ID Monitoring
Passport Number Monitoring
Phone Number Monitoring
Identity Threat Alerts
Junk Mail Opt-Out
Medical ID Fraud Protection
Mobile App
Credit
Single bureau credit Monitoring
Recover
24/7 U.S. Customer Support
Fully Managed White Glove Restoration
Lost Wallet Assistance
Identity Theft Insurance
$1 Million
What do I need to do to activate my Identity Theft Protection?
Once you completed your purchase of “Support + Securityâ€, your Identity Theft Protection account was created. Log into your ID Theft Protection portal to confirm the information is correct. It is highly recommended you enable credit monitoring. You may also enter additional identifying information, such as passport or credit card numbers that you would like to monitor.
How do I access my Identity Theft portal?
Log into Tech Solutions and navigate to My Account. Scroll down to Identity Theft Protection and click on the portal link. (or look for welcome email from when you signed up)
How do I add my spouse or children?
You can enter family member in your Identity Theft Portal by going to Manage Account and scrolling to the Protection Plan section
How do I take advantage of the junk mail opt-out?
Call the phone number in your Identity Theft portal
What if I don’t feel comfortable entering my social security, passport or bank account numbers in my IdentityTheft portal?
The info you enter into the portal is stored encrypted. Nevertheless, you do NOT need to share these details to benefit from Identity Theft Protection.
At a minimum, log into your ID Theft portal and confirm your name, address, email are correct and provide your social security number. This information allows for basic dark web and credit monitoring and also to enjoy full restoration services if you ever experience an identity theft event.
Should you elect not to activate your proactive monitoring you will still be covered with the insurance and white glove restoration in case of an identity theft incident.
Passport number, medical records, credit card numbers, bank accounts allow for additional monitoring and activity alerting. Only enter them if you want the additional monitoring and protection.
Who is providing the IdentityTheft Protection?
Support.com has partnered with IdentityForce, a leading provider in Identity Protection and restoration for over 40 years with a 100% recovery success rate in stolen identity-related events
Customers who have purchased a TechSolutions plan that is eligible for a bundled copy of SuperAntiSpyware (SAS) will see the software listed in their My Account section of the support.com website.
Clicking details will show them the current key that is generated, or if a key is not generated, there will be a button to do so, as below:
If the customer wishes to install the software, show them how to get to the download and registration code page on the website after they have logged in.
Do not install and set up SAS for the customer.
If you have any additional information or recommendations to pass along to the customer, do so now.
Inform the customer that they will receive an email that details everything that was discussed today, as well as several useful Guided Paths that can help them along with online security.
“Now, what is going to happen next is that you will receive an email that will contain a summary of what was checked and reviewed today, links to get started with SUPERAntiSpyware and IdentityForce, as well as several useful Guided Paths that can help them with online security.â€
"Ensuring that you are highly satisfied is the most important part of our conversation today. So, before I let you continue with your day, is there anything else I can help you with?"
This is an example of the email that the customer will receive, should the customer have any questions about its contents
Security Check Summary Report
Purpose: this email will be sent to the customer WHEN
the agent completes service delivery of the Security Check.
With the red text removed, this is also the summary report hosted on the website.
Subject Line: Security Check Summary Report
Hi <first name>,
Thank you for completing your 1:1 Security Check with your Tech Pro security expert.
Here’s what we checked and reviewed with you:
[NOTE: Table is a placeholder for a nicer html table]
Computer OS (operating system) security check
Checked that operating system is up to date, malware is not running on the system, and (for Windows machines) antivirus is enabled.
Computer Browser check
Checked browser settings for issues, that default search engine, plugins and extensions are legitimate, and that the browser has not been hijacked.
Router check
Checked that firewall settings are appropriate for your environment, firmware is up to date, traffic is encrypted, there are no unknown devices connected to the network, and DNS settings have not been changed to redirect your traffic through an unknown third party.
Smart Phone update check
Checked that your smartphone is up-to-date.
Keeping smart devices and TVs up-to-date
Discussed the importance of keeping smart devices up to date including updating any smart TVs.
Parental control and monitoring options
Discussed how to filter content for younger children and monitor online behavior of older children if relevant
Using two factor authentication
Discussed how to improve the security of your online accounts with two factor authentication.
Security and Online Safety
Discussed setting strong passwords and benefits of a password manager.
Staying safe while shopping online
Discussed how to stay safe and avoid scams while shopping online from top ecommerce sites such as Amazon and eBay.
Special categories that present online risks
Discussed online habits, such as downloading pirated movies, that present a higher level of risk if relevant to your usage.
ID Theft Protection
Your subscription includes an ID Theft protection family plan with dark web monitoring, white glove restoration, $1 Million insurance, and more.
SUPERAntispyware (Windows)
Your subscription includes a FREE copy of the Pro X edition for this leading malware scanner as an additional layer of protection to antivirus.
What’s next?
Below is a select set of Guided Path® articles explaining steps you can take to continue to keep your devices, you, and your family safe online.
[NOTE TO DESIGNER: All links should be embedded as below]
You can also find many of the Guided Paths above and more at:
Complete Guide to Online Safety, Phishing and Scams
Hold on to this email so you can come back to this information. Give us a call at 1-833-202-2695 anytime you have questions or need advice.
The TechSolutions Team
Guided Paths® is a registered trademark of Support.com
<END OF REPORT AND EMAIL>
--------
NOTES:
Blue font = links to GPs once published
Red Font = email only