Service Delivery & Support SLA
CyberOM provides managed cybersecurity services — not standalone licenses. This SLA outlines our service delivery, support scope, and response commitments.
Why Managed Matters
Cybersecurity isn't a one-time purchase. Tools need correct deployment, continuous tuning, and operational response. CyberOM provides the managed layer — onboarding, ongoing management, and support — so protection actually works in real life.
SLA – Standard Support (Included)
Support Availability
Business days (Sun–Thu), business hours (local).
Initial Response Targets (by severity)
| Severity | Example | Target Response |
|---|---|---|
| Critical (P1) | Service outage affecting all users | Within 4 hours |
| High (P2) | Major functionality impacted, no workaround | Within 1 business day |
| Medium (P3) | Functionality impacted, workaround available | Within 2 business days |
| Low (P4) | General questions, minor issues | Within 3 business days |
Channels
Ticket / Email
Notes
Response time = time to first human response. Resolution time depends on scope, vendor dependencies, and customer responsiveness.
SLA – Premium Support (Add-on)
Support Availability
24/7 for Critical (P1) incidents.
Initial Response Targets (by severity)
| Severity | Example | Target Response |
|---|---|---|
| Critical (P1) | Service outage affecting all users | Within 15 minutes |
| High (P2) | Major functionality impacted, no workaround | Within 2 hours |
| Medium (P3) | Functionality impacted, workaround available | Within 8 business hours |
| Low (P4) | General questions, minor issues | Within 2 business days |
Channels
Priority ticket + escalation phone/WhatsApp (as configured).
Includes
- • Priority triage
- • Escalation management
- • Incident coordination
Excludes
Guarantees of full prevention or guaranteed recovery outcomes.
SLA – SOC / MDR (If purchased)
Alert Triage Target
Within 30 minutes
24/7
Critical Confirmed-Incident Escalation
Within 15 minutes
24/7
Customer Dependency
Some containment actions may require customer approval unless an automated playbook is explicitly approved in advance.
Service Scope
Deployment & Onboarding
Remote onboarding sessions to deploy and configure your managed services. CyberOM validates deployment and ensures baseline policies are in place.
Ongoing Management
Continuous configuration oversight, policy maintenance, and operational management of your security services.
Support
Assistance with questions, issues, and operational guidance related to your purchased managed services.
How Delivery Works
Purchase online
Complete your order through the CyberOM store or via direct engagement.
Choose onboarding path
Book assisted remote onboarding OR follow guided self-installation documentation.
CyberOM validates & supports
We confirm successful deployment and provide ongoing managed service support.
Support Channels
Standard
Ticket / Email
Premium
Priority ticket + escalation phone/WhatsApp
Exclusions
- ✕Third-party service outages beyond CyberOM control
- ✕Customer-side access delays or approval bottlenecks
- ✕Unsupported environments or configurations
- ✕Issues caused by customer modifications outside CyberOM guidance
- ✕After-hours support beyond standard service hours (unless Premium SLA purchased)
Customer Responsibility
You provide access and approvals; CyberOM handles deployment and ongoing operations. Timely customer response to access requests and approvals is required for service delivery.
Note: Response time = time to first human response. Resolution time depends on scope, vendor dependencies, and customer responsiveness.