Pellera’s 24/7 Managed SOC Service safeguards your business with relentless monitoring, rapid threat detection, and expert response.
Overview
*The Managed 24x7 SOC Service (“the Service”) is a part of the Service Provider’s Managed Security Services (“MSS”) service family. It provides a 24x7 Security Operations Center (“SOC”) that monitors and analyzes “Security Alerts” coming from Client’s in-scope “Security Platforms”, as detailed in the Pricing Summary. Security Alerts are sent to Service Provider’s ITSM Tool, and tickets are automatically created. Upon analysis by Service Provider SOC team, the ticket is either closed out if no follow up is needed or Client will be initially notified of a potential security issue or “Security Event” with a subsequent response containing a “Remediation Plan”, which Client shall execute. Service Provider SOC team uses the Diamond Model for intrusion analysis. It is a framework for a comprehensive and contextual understanding of security threats by identifying attackers, understanding their tactics, and responding to incidents.
*The Service Provider SOC team consists of three (3) tiers of analysts: Tier 1: Triage Specialists; Tier 2: Incident Responders; and Tier 3: Threat Hunters and Engineers.
*The Service includes a monthly Security Threat Intelligence Report sent to Client to keep them up to date on the latest cybersecurity threats.
*The Service comes bundled with the managed services in the ITSM Foundation Services Description, which details standardized support communication channels, ticket management (“ITSM Tool”), service levels, as well as the governance, incident, change, problem, and escalation ITSM processes in support of the Service. Security Incident and Service Request Tickets will be securely visible to Client online, including status and updates, via Service Provider’s ITSM Tool. See the ITSM Foundation Services Description for further details.
*Client has the option to purchase additional Managed Security Services such as, but not limited to the: (i) Managed Security Event Remediation Service; (ii) Managed Security Platform Service; (iii) Managed Threat Hunting Service; (iv) Managed Threat & Vulnerability Service; (v) Managed Email Protection Services; and (vi) Retainer Services. These additional services shall have their own service descriptions with the quantity of those services purchased detailed in the Pricing Summary.
Highlights
- 24x7 Managed SOC Service
Details
Categories
Delivery method
Deployed on AWS
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Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
Legal
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Support
Vendor support
SECURITY EVENT TICKET NOTIFICATION TIME BY PRIORITY P1 – CRITICAL 20 minutes P2 – HIGH 45 minutes P3 – MEDIUM 90 minutes P4 – LOW 8 hours
a) This service level only applies Security Alert Tickets and is measured from the creation date and time of the ticket in Service Provider’s ITSM Tool (based on when the Security Alert was received) until the date and time logged in the ticket when Service Provider first attempted to notify Client. The Security Alert Ticket default priority of P4.
b) Security Alert Tickets are analyzed by Service Provider’s SOC team on a First-In-First-Out (“FIFO”) basis and the ticket priority will then be adjusted according to actual priority.
SECURITY EVENT TICKET RESPONSE TIME BY PRIORITY P1 – CRITICAL 1.5 hours P2 – HIGH 2.5 hours P3 – MEDIUM 8 hours P4 – LOW 24 hours
This service level applies to the following:
a) This service level is measured from the date and time logged in the Security Alert Ticket when Service Provider first attempted to notify Client of a Security Event until the date and time logged in the Security Alert Ticket when Service Provider first attempted to respond to Client with a Remediation Plan.
b) Client may manually submit Security Incident Tickets for Security Events or Security Service Request Tickets. Security Alert Tickets can be assigned P1, P2, or P3, whereby P1 and P2 Security Alert Tickets must be submitted using Service Provider’s toll-free phone only. Security Service Request Tickets can only be assigned P4. The service level is measured from the creation date and time of the ticket until the date and time logged in the ticket when Service Provider first attempted to respond to Client’s ticket.
Any questions, please email: aws@convergetp.com
Software associated with this service
Datadog Enterprise
By Datadog
Datadog is a SaaS-based unified observability and security platform providing full visibility into the health and performance of each layer of your environment at a glance.