xIoTz | Managed Cyber Assurance Platform

xiotz SLA

Service Level
Agreement |

Service Level Agreement (SLA) outlines the performance standards and commitments of xIoTz for the provision of services related to the xIoTz Extended Operation Centre (XOC). This agreement establishes the expectations regarding response and resolution times for incidents reported by customers utilizing the XOC platform.

Defines response & resolution times for incidents.

Applies to NOC, SOC, TOC & NGVA functionalities.

Customers & xIoTz responsibilities outlined.

SLA

Service Level Agreement

Scope

This SLA applies to all customers subscribed to xIoTz services and utilizing the XOC platform for Network Operation Centre (NOC), Security Operation Centre (SOC), Threat Operation Centre (TOC), and NexGen Vulnerability Assessment (NGVA) functionalities.

Service Description

xIoTz XOC unifies NOC, SOC, TOC, and NGVA functionalities into a single pane of glass, providing comprehensive cybersecurity monitoring, threat detection, incident response, and vulnerability assessment services. Our team of Cyber-Warriors is committed to safeguarding your digital trust through innovative solutions and proactive threat mitigation strategies.

Responsibilities

xIoTz: xIoTz is responsible for adhering to the response and resolution times specified in this SLA, providing timely updates and communication regarding the status of reported incidents, and ensuring the availability and reliability of the XOC platform.

Customers: Customers are responsible for promptly reporting incidents to xIoTz through the designated channels, providing accurate and detailed information regarding the nature and impact of the incident, and collaborating with xIoTz in the investigation and resolution process as required.

Escalation Procedure

In the event of a breach of SLA targets or dissatisfaction with the handling of an incident, customers may escalate their concerns through the following channels:

  1. Primary Contact: Contact the designated account manager or customer support representative assigned by xIoTz.
  2. Escalation Contact: If the issue remains unresolved, escalate the matter to the designated escalation contact within xIoTz management for further investigation and resolution.
Review and Amendment

This SLA shall be subject to periodic review and may be amended or updated as necessary to reflect changes in service offerings, customer requirements, or industry best practices. Any proposed amendments to this SLA shall be communicated to customers in advance, providing sufficient notice and opportunity for feedback.

Standards

Performance Standards

The following table outlines the priority levels, response times, and resolution times for incidents reported to xIoTz XOC:

Severity Issue severity Initial Response Update interval Maximum Target Resolution Typical Resolution Time
Priority 1
Highly critical alert. Product is not available for use or a significant proportion of the contracted functionalities are not available.
15 Minutes
1 Hour
4 hours
2 hours
Priority 2
Critical alert. One or more core elements of the Product critical to the functioning of Customer’s business have ceased to respond completely or respond extremely slowly.
30 Minutes
4 Hour
2 business days
1 business day
Priority 3
Non-critical alert. One or more core elements of the Product have ceased to respond completely or respond slowly and a workaround is available.
1 Hour
8 Hours
5 business days
2 business days
Priority 4
Notification of minor issue that does not prohibit Customer from utilizing Product in any material ways
2 hours
12 hours
7 business days
5 business days

faq

xIoTz SLA

The xIoTz SLA outlines the performance standards and commitments of xIoTz for the provision of services related to the xIoTz Extended Operation Centre (XOC). It establishes expectations regarding response and resolution times for incidents reported by customers utilizing the XOC platform.

The xIoTz SLA applies to all customers subscribed to xIoTz services and utilizing the XOC platform for Network Operation Centre (NOC), Security Operation Centre (SOC), Threat Operation Centre (TOC), and NexGen Vulnerability Assessment (NGVA) functionalities.

xIoTz is responsible for adhering to the response and resolution times specified in the SLA, providing timely updates and communication regarding the status of reported incidents, and ensuring the availability and reliability of the XOC platform. Customers are responsible for promptly reporting incidents, providing accurate information, and collaborating with xIoTz in the investigation and resolution process.

Customers can escalate concerns by contacting their designated account manager or customer support representative as the primary contact. If the issue remains unresolved, customers can escalate the matter to the designated escalation contact within xIoTz management for further investigation and resolution.

Yes, the xIoTz SLA is subject to periodic review and may be amended or updated as necessary to reflect changes in service offerings, customer requirements, or industry best practices. Any proposed amendments will be communicated to customers in advance, providing sufficient notice and opportunity for feedback.

Values

Company Values

xloTz human rights policy applies to xloTz staff and partners. We also expect our suppliers, vendors, and customers to respect and adhere to.

Health & Hygiene

xloTz provides a safe and healthy work environment, in line Policy & encourages mental and physical health.

Modern Slavery

xloTz has zero-tolerance towards slavery and will not use forced, bonded or involuntary labour, & workers.

Harassment

xloTz prohibits physical abuse, sexual harassment, verbal abuse & intimidation with serious disciplinary measures.

Child Labour

xloTz will not use child labour. Support legitimate workplace help students apprenticeships & internships.

Services

xIoTz Unified Cyber Assurance platform

xIoTz UCAP is a self-healing military grade solution built on an Edge-Cloud platform providing  30+ Security Products built-in & integrated with SIEM enabling cyber safety & data assurance.

Security Operation Centre

SOC

Network Detection and Response
End-Point Detection and Response
Application Detection and Response

Network Operation Centre

NOC

Performance Management & Auditing
Down Time Management
Log Management System

Threat Operation Centre

TOC

DMARC Analyzer & Management
Decoy & Deception Management
Email Trap Analyzer

Next-Gen Vulnerability

NGVM

System Vulnerability Management
Web Vulnerability Management
Domain Vulnerability Management

Media

xIoTz Videos