SOC & INCIDENT RESPONSE · MANAGED SERVICES
The project ends. The support does not.
A deployment is only as good as the year after it. Post-sales support keeps what we built — or what you already run — healthy: faults troubleshot and fixed, vendor cases escalated and chased, firmware and software kept current, and the configuration checked before drift becomes an outage.
ENGAGEMENT AT A GLANCE
ScopeSecurity and network platforms in production
ModelSupport terms set in the contract
OutputResolved cases + periodic health reports
YOU RECEIVE
Troubleshooting and fault resolution by certified engineers
Vendor TAC escalation and RMA coordination
Firmware, software and signature upgrades, planned and tested
Periodic health checks and configuration backups
Change requests handled under your change process
WHAT'S COVERED
Scope of the engagement
01
Troubleshooting & fault resolution
Faults diagnosed and fixed by engineers certified on the platform — not passed along a script until someone recognises the product.
02
Vendor escalation
Cases opened with the vendor’s technical assistance centre, evidence gathered for them and the case chased to closure, with hardware replacement coordinated where it is needed.
03
Upgrades & patching
Firmware, software and signature updates planned against the vendor’s advisories, tested where the estate allows, and applied in your maintenance windows.
04
Health checks
Periodic reviews of capacity, licensing, high availability and logs, so the problems that announce themselves slowly are caught early.
05
Configuration management
Configuration backed up and changes recorded, so any change can be explained — and reversed — later.
06
Change requests
Policy and configuration changes your team requests, made under your change process and documented on completion.
COMMON QUESTIONS
Before you ask
What response time do you commit to?
Whatever the contract states. Support hours, severity levels and response times are agreed per customer and written into the support agreement — none is published here because none applies to everyone.
Do you support equipment you did not install?
Yes, after an onboarding health check. We need to see how a platform is configured before we can support it responsibly, and the check usually surfaces the issues worth fixing first.
How is this different from the managed SOC?
The managed SOC watches for attacks. Post-sales support keeps the platforms themselves working — faults, upgrades, vendor cases and changes. Many customers contract both.
THE DELIVERABLE
What lands on your desk at the end
Before you sign, ask us exactly what the report contains — it is the fastest way to judge whether the support would tell you anything you did not already know.
REPORT CONTENTS
Platform inventory with versions, licences and end-of-life dates
Case log — what was raised, what was done and how it was resolved
Upgrade and patch record
Health-check findings with recommended actions
Configuration backup and change record
WHAT WE NEED FROM YOU
A list of the platforms in scope, with their licences and support contracts
Remote access under your access policy
A named technical contact and an escalation contact
Your maintenance windows and change process
FRAMEWORKS THIS EVIDENCES
ITIL 4ISO/IEC 20000-1ISO/IEC 27001:2022 Annex A
Case handling and change records follow these, so the support history can be shown to an auditor rather than described.
Ready to secure your business?
Book a consultation with our engineers. Bring your architecture and your constraints — we'll tell you what we would do first, and why.
WHAT A CONSULTATION LOOKS LIKE
01
A conversation with an engineer
Not a sales call. Bring your architecture and your constraints.
02
A written gap summary
Prioritised, with what we would do first and why.
03
No obligation, no follow-up sequence
If it is not a fit we will say so on the call.
Not ready to talk? See the company facts — entity details, offices and our NTRA certification.
One inbox, answered by an engineer — not a routing queue.