Sample Service Level Agreement
Service Level Agreement
This is a sample Service Level Agreement (SLA) provided to demonstrate typical service commitments for threat-hunting.co.uk's SOCaaS and Managed Detection and Response services. Actual SLAs will be customized based on your specific service package and requirements.
1. Service Availability
| Platform Availability | 99.9% monthly uptime |
| Alert Response Time | 15 minutes for critical incidents |
| Investigation Initiation | 1 hour for all alerts |
| 24/7 Coverage | All-hour monitoring and response |
2. Support Tiers
threat-hunting.co.uk offers multiple support tiers to meet different organizational needs:
Premium Support
- Dedicated security analyst
- Priority alert escalation
- Quarterly business reviews
- Custom reporting
Standard Support
- Regular monitoring and alerts
- Incident investigation and response
- Monthly reports
- Email and phone support
3. Incident Response Times
| Severity Level | Response Time | Resolution Target |
|---|---|---|
| Critical | 15 minutes | 4 hours |
| High | 30 minutes | 8 hours |
| Medium | 1 hour | 24 hours |
| Low | 4 hours | 48 hours |
Important Disclaimer
This is a sample SLA for informational purposes only. Actual SLAs will be customized based on your specific service package, organization size, and requirements. For a personalized SLA tailored to your needs, please contact our sales team.