Support and Access

  • Support requests can be submitted through the NinjaOne device systray, end user portal, by email, or by contacting our team directly. The portal allows you to create and track tickets, communicate with technicians, and view device information.

    Support Ticket Email: support@ctl.rmmservice.com

    CTL Support Email: support@culligantech.com

  • End users can submit and monitor support tickets, communicate with technicians, and view assigned device status.

    Authorized users may also be granted access to backup and restoration functions and secure remote desktop access based on organizational policy.

  • Yes. Remote support is included and allows our team to securely access systems for troubleshooting, maintenance, and remediation. All access is logged and controlled.

Services and Capabilities

  • We provide managed IT and security services across endpoints, servers, NAS systems, and network infrastructure. Services include monitoring, patching, endpoint security, backup, and operational support.

  • Yes. Organizations can choose fully managed services or a co managed approach. In a co managed model, your internal team retains control while we provide monitoring, security, and support alongside your staff.

  • Yes. Customers can be provided access to their management portals depending on the service. This allows for self-management or collaboration with our team.

Security and Tools

  • We deploy enterprise-grade security solutions, including Bitdefender and Huntress for endpoint protection, as well as monitoring and response tools. These solutions can be deployed as standalone protection or as part of a layered security approach.

  • Yes. Security solutions can be deployed as standalone services. Organizations can self-manage or engage with us in a co-managed or fully managed capacity.

  • Threats are detected through continuous monitoring and advanced endpoint protection tools. Depending on your service level, incidents are investigated and remediated either automatically or by an organizations IT team.

  • A free, unlimited tool from Bitdefender that allows users to quickly check unknown phone numbers and identify whether they are safe, spam, or potentially fraudulent. By scanning trusted security databases and threat intelligence sources, it helps users make informed decisions and avoid scam calls without requiring sign-ups or sharing personal data.

    Website https://www.bitdefender.com/en-us/consumer/reverse-phone-lookup

Data Security and Ownership

  • All customer data managed through our services is stored within the United States. We prioritize data residency and, whenever possible, work with vendors and platforms that align with this requirement.

  • Organizations retain full ownership of their data and intellectual property at all times.

    Culligan Technology LLC does not claim ownership of customer data or intellectual property.

  • Data is protected through encryption, access controls, monitoring, and secure management practices. Access is restricted based on role and business need, and all activity is subject to logging and oversight.

Backup and Recovery

  • We provide both file-level and full-image backup solutions for endpoints and servers. Backups are encrypted, scheduled, and centrally managed.

  • Recovery can be performed at the file level for individual items or as a full system restore for complete recovery scenarios.

  • Backup frequency depends on the service configuration and business requirements. Options include daily and more frequent schedules.

Service Levels and Response

  • Response times are based on service level and issue severity. Critical issues receive priority handling, while standard requests are addressed within defined service targets.

  • Yes. Systems are continuously monitored for performance, security events, and operational issues to allow for early detection and response.

Remote Access and Permissions

  • Remote access can be enabled in accordance with your organization’s policies. Access is secured, monitored, and restricted through role-based permissions.

  • Authorized users can be granted access to backup and restoration functions for assigned devices, depending on role and policy.

Onboarding and Offboarding

  • We assess your environment, deploy monitoring and security tools, configure backups, and align systems with our operational and security standards.

  • Onboarding timelines vary depending on environment size and complexity, but are structured to minimize disruption while establishing a secure baseline.

  • We coordinate an offboarding process to ensure proper transition of systems, data access, and documentation.

Billing and Pricing

  • Pricing is based on the services selected, typically per endpoint, server, or user. Tiered service options are available to align with your operational and security needs.

  • Contract terms vary depending on the service agreement. Flexible options are available to meet organizational requirements.