Standardizing systems to improve protection, reliability, and support

Why You’re Seeing These Updates

As part of the recent transition from Bear Technologies to ITernal Networks, we are continuing the process of aligning systems, tools, and support processes across all client environments.

These updates are part of our standard onboarding and integration process and are focused on ensuring your backup and security services are delivered using platforms that are fully integrated with our monitoring, alerting, and response workflows.

By standardizing these services, our team is able to:

• Respond more quickly to issues

• Maintain better visibility across your environment

• Deliver a more consistent and reliable support experience

Importantly, these changes are planned, proactive improvements. Your services will remain active throughout the process, and we do not expect any disruption to your day-to-day operations.

This page provides an overview of what’s changing, when it will happen, and what (if anything) you need to do.

These updates are designed to improve reliability, security, and support while minimizing impact to your team.

Here’s what to expect:

• No service interruptions are expected during these updates

• No action is required on your part in most cases

• All applicable updates will be completed during one scheduled window per client

• Your data and systems remain protected throughout the process

• Our team will coordinate directly with you if anything requires attention

These changes are part of our standard process for bringing client environments onto fully integrated platforms that allow us to monitor, support, and respond more effectively.

If you have questions at any point, our team is available to help.

We will be completing these updates in a planned migration window to ensure a smooth and coordinated transition.

Key dates:

• Migration window begins: February 9

• Target completion date: February 20

For each client, all applicable services will be updated together during a single migration window. This approach helps reduce confusion, limits the number of changes your team experiences, and allows our technicians to verify everything is working as expected before moving on.

During the migration window:

• Your existing services will remain active

• Updates will occur quietly in the background

• Most users will not notice any changes

If we need to coordinate access to a system or confirm availability for any reason, our team will contact you directly in advance.

Server Backup

If you have one or more on-premise or hosted servers under management, we will be migrating your server backups to our standardized backup platform.

What’s changing:
Server backups will be aligned with the same platform we use across our client environments to improve reliability and recovery workflows.

Why this change:
Standardizing server backups improves visibility, simplifies recovery processes, and ensures our team can respond quickly if a restore is ever needed.

What you’ll notice:
No expected downtime. Backups will continue to run automatically, and your data remains protected throughout the process.

Managed Detection & Response (24×7 Monitoring)

If your organization currently receives managed security monitoring, we will be enhancing this service with 24×7 security operations center (SOC) monitoring and response.

What’s changing:
Security alerts will be continuously monitored by both our internal team and a dedicated SOC, providing around-the-clock threat detection and investigation.

Why this change:
This adds an additional layer of protection and ensures potential threats are reviewed and responded to promptly—even outside of normal business hours.

What you’ll notice:
No disruption to users. In the event of a confirmed security issue, our team will coordinate response and communication as needed.

In most cases, no action is required on your part.

As long as your computers and servers are:

• Powered on

• Connected to the internet

the updates will occur automatically during the migration window.

A few important notes:

• If any systems are offline or unavailable, we may reach out to coordinate a time to complete the update.

• There is no need to reinstall software or make configuration changes on your own.

• If you have questions or concerns, our team is happy to help.

Our goal is to make this process as smooth and unobtrusive as possible.

As part of this transition, we also want to make you aware of additional options that are available if you would like to further enhance your protection. These options are entirely optional, and no changes will be made unless you request them.

Enhanced Server Disaster Recovery

For clients with server backup, we offer an upgraded disaster recovery option that includes onsite virtualization.

This enhancement allows:

• Rapid recovery of critical servers in the event of hardware failure

• Reduced downtime during major outages or disasters

• Faster restoration of business operations

If you’d like more information about either of these options, our team would be happy to discuss whether they are a good fit for your environment.

As part of the transition to ITernal Networks, we will be deploying OfficeHub, our client support portal.

OfficeHub provides a centralized way for you and your team to interact with our support organization and access helpful resources.

How to Sign In 

• Visit: https://portal.officehub.support 
• Enter your work email address
• You’ll receive a one-time login link or temporary password
• You may also be able to sign in using Microsoft 365 or Google 

💡Why we recommend OfficeHub:
It helps us respond faster, keeps everything organized, and gives you visibility into what’s happening with your request.