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Support packages per SLA level

Your choice, our promise

No matter what SLA you choose, we promise to address request promptly, never be stretched thin and never too busy. Service level agreements guarantee response rates consistent with your objectives. 


Bronze slots filled 85%

Silver slots filled 60%

Gold slots filled 75%

Platinum slots filled 90%

Bronze

Silver

Gold

Platinum

190 € hour

230 € hour

345 € hour

400 € hour

Standard support

Proactive & Rapid

Mission Critical

Continuous demand

Next business day

Same business day

4-hour response

2-hour response

Monday through Friday

Monday through Friday

Monday through Friday

Monday through Friday

9am to 5pm

9am to 5pm

8am to 8pm

8am to 8pm

“Best-effort” for all requests

“Best-effort” for all requests

Dedicated support

Integrated support Channels

Security Auditing

Security management

Security assurance

Security compliance

Security Incident Response

Security Incident Planning

Security Incident Planning

Security Incident Testing

Most common choice for small business with emphasis on self-reliance, shared responsibility, and low overhead

Greater emphasis on planning and continuity support by rapid response

Designed for regulatory or legal compliance

Focused on exceeding regulatory compliance and meeting fiduciary responsibilities

No commitment, billed for time spent

Requires 6 hour per month commitment, billed for time spent thereafter

Requires 12 hour per month commitment, billed for time spent thereafter

Requires 18 hour per month commitment, billed for time spent thereafter

Priorities

We provide all customers with collaboration and documentation workspaces, support and security tools, remote management and monitoring, automation/orchestration and support. Theses capabilities are used in conjunction with customer specific information governance to meet the customer’s demands for confidentiality, integrity and availability.


Elements(down)

Bronze

Silver

Gold

Platinum

On-premise systems

X

X

X

x

Cloud infrastructure

X

X

X

X

SaaS Support

X

X

X

X

Cybersecurity Framework

X

X

X

X

Security Assurance Tool

X

X

X

X

Request and Respond

X

X

X

X

Pro-active Services

 

X

X

X

Disaster Recovery Plan Maintenance

 

 

X

X

Business Continuity Plan Maintenance

 

 

 

X

Security Information Questionnaires

 

X

X

X

Agreed Upon Response Procedures

 

 

X

X

Vendor Risk Management Reviews

 

 

 

X

Employee Security Awareness Training

 

 

X

X

Employee Security Awareness Assessments

 

 

 

X

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