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SLA framework
Response and resolution times are set in the contract according to the service type (testing, monitoring, incident response), its scope and the chosen support model. The table shows which measures are defined for each service.
| Service | Measures defined |
|---|---|
| SOC / MDR | Alert validation time, customer notification time, isolation approval flow |
| Incident response | Initial response time, start of remote response, on-site support time |
| Penetration testing | Critical finding notification time, report delivery date, retest window |
| Exposure management | Alert validation and notification time, reporting frequency |
Communication and escalation
- Emergency incident
- [email protected]
- Security report
- [email protected]
- General
- [email protected]
Contracted customers also get a named project manager and an escalation list.