DigitalHQ

1 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 100%*
Last updated December 2023
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

2 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