Introduction

Local Support Team

1. Support Team Onboarding
   
1. Training of local Support Team
   
2. Support for local Support Team
   
1. Ad-hoc
   
2. Bi-weekly Support Team meetings
   
3. Full access to Knowledge Base, including the 'hidden' section for Support Teams
2. Access to anDREa's and ability to customize ticket, SLAs for tickets, reports, and knowledge base system including Tenant specific Knowledge Base (ZoHo Desk):
1. 1 Agent account on support.mydre.org
   
2. 1 Light Agent account on support.mydre.org
   
3. Ability to create Workspaces in own Azure Subscriptions
   
1. Support in adding new Azure Subscriptions; each Azure Subscription can hold 100 Workspaces
   
1. Each Azure Subscription can be linked to zero or more own license servers see: License Server Access from anDREa
   
2. Assign who is Accountable
   
3. Add Cost Center
4. Adding new users to anDREa AAD
   
5. Access to Telegram channels, see: Follow annoucements via Telegram
6. Option to create a 'virtual' Support Team across one or more other Tenants
   
7. myDRE Insights
   

myDRE.org

1. Only accessible via MFA (Microsoft Authenticator)
2. Portal that shows all and only those Workspaces a person is a member of
   
3. All data egress requests
   
1. Status request
   
2. Approval/reject
   
1. Ability to inspect prior to approval (=download by privileged member)
3. Download (if this form of egress was requested)
4. Access to knowledge base
   
5. Link to support
   
1. Users, also external to the Tenant, can self-service create an account for Support in anDREa Ticket System
   
2. Full access to Knowledge Base
   
3. Access to Community section
   
1. Via ticket request custom sections can be created
6. Link to Announcements
   
1. On support.mydre.org Annoucements
   
2. Telegram channels
7. Ability to self-service reset password
   
1. Adding a new MFA requires submitting a ticket
   

Workspace

1. Virtual Machines (VMs)
   
1. Overview of all the VMs and their status
   
2. Default max 10 VMs per Workspace
   
3. Add VM
   
1. Windows Server 2019 or Linux (CentOS 7.5)
   
1. Vanilla or any of the templates available (including Tenant's own, see also feature Copy virtual machine
2. SKU list is a subset of available on Microsoft Azure, SKU list is per Tenant and can be changed
   
3. Option to use Spot VMs
4. Per VM
1. Start/deallocate VM
   
2. Download RDP file for accessing Windows VM
   
1. Accessing Linux VM must be through a Windows VM
3. Giving a friendly name to a VM (not technically changed)
   
4. Resize VM
   
1. Might be constrained Depends on family, basically everything present int SKU list
   
5. Change autoshutdown (time, timezone, or turn on/off completely)
   
6. Copy virtual machine = making the VM as image available for new VMs in that Workspace
   
1. Via support ticket this image can be made available for every Workspace
   
7. Manage and monitor VM
   
1. Shortcut to the VM on portal.azure.com; includes the option to 'hard shutdown' and other VM information
   
8. Delete VM
   
5. Files
   
1. All files/folders here are part of the Share
   
1. Share is accessible for any of and only by the VMs in the Workspace
   
2. 24h 30 day rolling snap shot
   
1. Self-service restorable
2. Cannot view contents files and folders
   
3. Viewing basic properties of 
4. Create folders, delete files, move, rename files
   
5. Ingress data
   
1. Small files drag/drop
   
2. Larger files
   
1. using drag/drop = automatic using different protocol
   
2. using Azure Storage Explorer
   
6. Egress data
   
1. Download request
   
2. Workspace to Workspace transfer
   
1. One must be member of source and target Workspace
   
6. Members
   
1. Add / remove members
   
1. People must have an @mydre.org username, if not this must be requested via a ticket
   
2. RBAC
   
1. Owner, Member
   
7. Costs
   
1. Setting and managing one or more budgets
   
1. Different warning levels, email address who to inform
   
2. Cost overview or access to costs in portal.azure.com for that Workspace
   
8. External access
   
1. Adding IP-addresses + port rule(s), outbound only
   
2. Turning port rules on/off
   
9. Info & Contact
   
1. Basic information: Tenant, where data is stored, workspace name, workspace title, cost center, helpfull links
   

Not automated/self-serve that can be requested via ticket

1. Increase OS disk
   
2. Add scratch disk(s)
   
3. Add blob storage
4. Full outbound internet