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.
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Bronze slots filled 85% |
Silver slots filled 60% |
Gold slots filled 75% |
Platinum slots filled 90% |
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Bronze |
Silver |
Gold |
Platinum |
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190 € hour |
230 € hour |
345 € hour |
400 € hour |
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Standard support |
Proactive & Rapid |
Mission Critical |
Continuous demand |
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Next business day |
Same business day |
4-hour response |
2-hour response |
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Monday through Friday |
Monday through Friday |
Monday through Friday |
Monday through Friday |
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9am to 5pm |
9am to 5pm |
8am to 8pm |
8am to 8pm |
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“Best-effort” for all requests |
“Best-effort” for all requests |
Dedicated support |
Integrated support Channels |
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Security Auditing |
Security management |
Security assurance |
Security compliance |
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Security Incident Response |
Security Incident Planning |
Security Incident Planning |
Security Incident Testing |
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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 |
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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 |
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.
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Elements(down) |
Bronze |
Silver |
Gold |
Platinum |
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On-premise systems |
X |
X |
X |
x |
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Cloud infrastructure |
X |
X |
X |
X |
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SaaS Support |
X |
X |
X |
X |
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Cybersecurity Framework |
X |
X |
X |
X |
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Security Assurance Tool |
X |
X |
X |
X |
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Request and Respond |
X |
X |
X |
X |
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Pro-active Services |
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X |
X |
X |
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Disaster Recovery Plan Maintenance |
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X |
X |
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Business Continuity Plan Maintenance |
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X |
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Security Information Questionnaires |
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X |
X |
X |
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Agreed Upon Response Procedures |
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X |
X |
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Vendor Risk Management Reviews |
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X |
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Employee Security Awareness Training |
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|
X |
X |
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Employee Security Awareness Assessments |
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X |