GENERAL INFORMATION | |
Item | Content |
Client Name | Catholic Charities of Baltimore |
Client Alias | RAILWAY |
Contract Start | May 20, 2025 |
Contract End | May 19, 2026 |
Billing Address | 320 Cathedral Street Baltimore, MD 21201 |
Physical Address 1 | 320 Cathedral Street Baltimore, MD 21201 |
Website | |
Primary Phone | # Main line for reaching the client. Example: "1-800-555-0199" |
Time Zone | EST |
Other | - |
POINTS OF CONTACT / ESCALATION | |||||
| For incident escalations please email (and then if no response, text/ call) all primary contacts below. If there is still no answer, then escalate to the secondary contacts (email/ phone/ text) until receipt is confirmed. Reminder: All emails should be send by soc-support@lokilabs.io (not personal emails)
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Escalation Point | Name | Role / Position | Phone | Notes | |
Primary | IT Service Desk | Support | 844.323.5477 | support@cc-md.org | |
Primary | Alan Mercer | Technical Architect and Information Security Consultant | 667.354.5746 | amercer@cc-md.org |
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Primary | Andrea Moore | IT Analyst | - | AMoore@cc-md.org |
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Primary | William Lohnes | Director, IT Security & Technology | 410.960.5595 | wlohnes@cc-md.org |
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| Primary | Ken Bartel | Systems Administrator | 667-600-2266 | KBartel@cc-md.org | |
Secondary | Paul Melian | Director, IT Operat | 667.600.2268 | pmelian@cc-md.org |
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Executive | Jane Terry | Exec Director | - | jterry@cc-md.org |
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SCOPE OF SERVICES | |
Service | Supported |
EDR (CrowdStrike) | Managed by Loki Labs |
XDR (Wazuh) - Endpoints | Endpoint telemetry monitored via Wazuh. |
Annual Vulnerability Scan | yes |
| Advisory Services | 2 hour, bi-weekly sessions |
SPECIAL INSTRUCTIONS | |
Activity | Description |
Patching Windows | |
Maintenance Windows | |
Exceptions to Monitoring | -If OneLauncher is detected, the SOC is authorized to immediately quarantine the system. The client will be notified following quarantine. -OneStart, OneStartUpdater, PDFSKILLS, WaveBrowser, ZoomInfoContactContributor, AceLauncher,SparkOnSoft should be blocked by hash or filename, if found should be removed and client notified. IOA and IOC rules are created in Crowd Strike for all. If a detection for one of theses files come create a IOC for the hash and notify custoer, |
Critical Systems to Monitor | See Critical Systems Attachment |
Other | |
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SECURITY TOOLS & AGENTS | |||
Tool / Agent | Function | Hosted By | Notes |
CrowdStrike Falcon | EDR | Loki |
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Wazuh Agent | XDR | Loki |
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| Mimecast | Phishing | Client | not supported by Loki |
KnowBe4 | Phishing | Client | not supported by Loki |
Ivanti | Endpoint Mgmt., Patch Mgmt., ITSM, Asset Discovery | Client | not supported by Loki |
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ASSET INVENTORY | ||||
Hostname | Device Type | OS | Owner | Notes |
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ADDITIONAL NOTES |
Additional Notes |
-When notifying client first Voice Call to Catholic Charities Support Desk - 1-844-323-5477 then |
UPDATE HISTORY | |||
Instructions: Track who updated the runbook, when, and what was changed. Keeps audit history clean. | |||
Date | Updated By | Changes Made | Notes |
2025-07-24 | Bryan Anderson | Document Created |
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