Varonis Support and Responsibilities Quick Reference
This guide outlines the roles and responsibilities of the IT Front Line Services team and other key stakeholders in supporting the Varonis software and related processes.
By understanding and adhering to the guidelines and responsibilities outlined in this document, the IT Front Line Services team will be better equipped to provide effective support and ensure a smooth functioning of the Varonis system
Varonis Support Model Overview
The support model aims to ensure efficient collaboration and communication among stakeholders, while minimizing the need for Service Desk involvement. The logic flow diagram above illustrates the step-by-step process for addressing various issues and providing effective Varonis support.
Automated processes have been implemented to manage file restoration requests and exemptions from quarantining, which are handled by the Information Governance Team. The quarantining process itself is managed by Vigil8 through the use of Varonis software. Both processes are designed to function independently of the Service Desk, ensuring minimal involvement from their side. However, it is important to note that there may be instances where Service Desk intervention cannot be avoided, such as when dealing with issues related to Varonis IT infrastructure.
The two tables that follow outline the roles and responsibilities of the key stakeholders and detailed support responsibilities in the Varonis support process. These tables serve as a reference for addressing queries and directing them to the appropriate teams, further streamlining the support process and facilitating efficient issue resolution.
Roles and Responsibilities of Varonis Support Stakeholders
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Stakeholder
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Responsibility
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Contact Information
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Vigil8
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- First line support for application and configuration errors
- Escalate Varonis software issues to the vendor (Varonis) directly
- Handle queries related to Varonis server infrastructure on-premise or in Azure
- Coordinate with IT teams and Service Desk for IT intervention if needed[DL1]
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contactteam@vigil8.com
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University IT
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- Server Team: Server issues, active directory, permissions errors, and server infrastructure (on-premise and Azure)
- Network Team: Network and firewall issues
- Storage Team: File storage access
- Cloud Team: Azure infrastructure management
- Database Team (DBAs): SQL Server administration, maintenance, and tuning
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Escalate via IT Service Desk
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ANS
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- Address issues with accessing the Netapp environment for monitoring
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Escalate via IT Service Desk
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Information Governance Team
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- Manage and monitor file quarantine processes
- Serve as the primary point of contact for users (students and staff) regarding files processed and potentially quarantined by Varonis software
- Respond to inquiries submitted to the Service Desk about Varonis software and the status of quarantined files
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dpo@leeds.ac.uk
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Detailed Support Responsibilities for Varonis System
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Support Level
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Service Responsibilities and Assignments
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IT Help Desk - Second Line Support
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- Assign queries related to Filestore quarantining/restore to Information Governance team (dpo@leeds.ac.uk)
- Assign issues to Vigil8 if it's an application error/query or related to Varonis server
- infrastructure (on-premise or in Azure) (contactteam@vigil8.com)
- Assign to relevant IT support team if the cause is an IT infrastructure issue (Server, Network, Storage, Cloud, Database) or ANS for NetApps filers
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Vigil8
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- First line support for application and configuration errors
- Escalate Varonis software issues to the vendor (Varonis) directly
- Handle queries related to Varonis server infrastructure on-premise or in Azure
- Coordinate with IT teams and Service Desk for IT intervention if needed
- Proactively monitor and maintain the Varonis system for optimal performance
- Responsible for the implementation of system updates and upgrades
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Server Team
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- Handle server issues, active directory or permissions errors, and maintenance, sizing, and addition of on-premise and Azure servers
- Provide Windows and Linux administration for Varonis access
- Disaster recovery and rollback provided by UoL Server and Storage teams (UoL operated Azure-based infrastructure)
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Network Team
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- Address network and firewall issues
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Storage Team
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- Manage file storage access
- Responsible for Windows and file server administration, including granting access to Varonis monitoring software and changes to onboarded file servers
- Disaster recovery and rollback provided by UoL server and storage teams (UoL operated Azure-based infrastructure)
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ANS
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- Handle issues with accessing Netapp environment for monitoring
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Cloud Team
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- Address Azure infrastructure issues
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Database Team (DBAs)
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- Manage general SQL Server administration, including disk space management and database backups.
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Information Governance Team
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- Manage and monitor BAU file quarantine processes
- Serve as the primary point of contact for users (students and staff) regarding files processed and potentially quarantined by Varonis software
- Respond to inquiries submitted to the Service Desk about Varonis software and the status of quarantined files
- Develop and maintain policies and procedures related to data management, including data classification and retention
- Provide guidance and awareness to users on data protection and Varonis software
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