SECURIX Expert Service
Identity Security Service Level Agreement
Reactive support for your identity platform across IAM, IGA, CIAM and PAM, with guaranteed response times, ITIL-based incident handling and monthly SLA reporting.
Solution overview
The Identity Security Service Level Agreement provides specialist support for your live identity platform while your team continues to operate it. When an issue arises, SECURIX responds within the contracted response time and provides remote diagnosis and resolution through a purchased support hours pool, backed by documented knowledge of your environment.
Your business needs
Your live IAM environment needs dependable support
Incident response
An IAM outage can interrupt joiner-mover-leaver processes. Your team needs specialist support with agreed response times.
Specialist capacity
Knowledge concentrated in one or two people leaves gaps when they are unavailable.
Documented incident handling
Access incidents need structured handling and clear records to support your audit requirements.
Who this is for
Security and IT leaders
Medium to large organizations running IAM in production that need specialist support alongside their internal operations.
Head of IT / Head of IT operations
Defined support coverage, contracted response times and access to IAM specialists.
IAM administrators
Specialist assistance with diagnosis and resolution when incidents exceed your team’s capacity.
CISO
Structured incident handling and SLA reporting to support security and audit requirements.
Our deliverables
Defined support for your production IAM environment
The SLA base package establishes support coverage. The support hours pool covers hands-on work.
SLA base package
- Support availability — Experts are on hand during your chosen service hours.
- Jira access — Raising and accepting tickets within the agreed service and response times.
- The product expertise you need — A named operations team with the know-how for the systems under contract.
- Documented knowledge of your installation — Installation knowledge kept up to date as the basis for efficient diagnosis.
- SLA reporting — Monthly reports on adherence to the contractually agreed response times.
- Regular service meetings — Reviewing service performance and support needs together.
Support hour pool
- Second-level remote support — Specialist support charged against the hours you have purchased.
- Remote diagnosis and fault resolution — Investigating and resolving faults within the agreed scope.
- Incident-related software updates and patches — The updates and patches needed to resolve a fault.
- Ticket portal — Transparency about the progress of your tickets.
- Monthly effort reports — Evidence of the support hours delivered.
- Changes, installations and system extensions
- On-site work
- Creating or updating system documentation
- Consulting and engineering
- Software updates unrelated to a fault
- Products outside the contract scope
Pool hours are purchased in special-rate bundles and carry over on contract renewal. The SLA base package includes no support hours.
SLA or Managed Operations?
SLA
- Your team operates the platform.
- Your team spots problems and asks for support.
- Responsibility for operations stays with you.
Managed Operations
- SECURIX operates the environment under contract.
- SECURIX monitors proactively and takes action.
- Responsibility for operating the agreed scope passes to SECURIX.
How we deliver
Set up specialist support
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Define contracted systems, service hours and reaction times.
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Establish secure remote access, installation knowledge and Jira accounts.
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Your team submits a ticket through the agreed support process.
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Our specialists respond within contracted times and work against the hours pool.
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Review SLA performance and effort reports at service meetings.
Service and reaction times
Choose coverage and response to match your operations
5 × 9
Standard
Monday to Friday, 08:00 to 17:00.
5 × 11
Extended
Monday to Friday, 07:00 to 18:00.
7 × 24
Around the clock
Monday to Sunday, 00:00–24:00.
Public holidays in the Canton of Solothurn are excluded from Standard and Extended coverage. Additional evening or weekend standby blocks require 20 working days’ notice.
Reaction times per severity
Silver
- SL1 – critical: 8 hours
- SL2 – high: 12 hours
- SL3 – medium: 24 hours
- SL4 – low: best effort
Gold
- SL1 – critical: 4 hours
- SL2 – high: 6 hours
- SL3 – medium: 12 hours
- SL4 – low: 24 hours
Platinum
- SL1 – critical: 2 hours
- SL2 – high: 3 hours
- SL3 – medium: 6 hours
- SL4 – low: 8 hours
Our standard recommendation is Standard–Gold, with 5 × 9 service hours and a four-hour reaction time for critical incidents. Reaction times specify support response, not guaranteed resolution times.
Technology partners
Specialist support for your IAM platform
Omada-certified operations engineers form the core of the service. Support for other IAM solutions depends on the operational expertise available for the contracted scope.
Frequently asked questions
Good to know before your service starts
No. Your team retains operational responsibility. SECURIX provides support within the contracted service hours and reaction times. Proactive operation is available through the separate Managed Operation Service.
Hands-on support is charged against your purchased hours pool. Remaining hours carry over on contract renewal. If the pool is exhausted, additional hours are billed at the engineer’s project rate during standard service hours.
Secure remote access for SECURIX technicians and active vendor maintenance contracts throughout the term. One-off and recurring remote-access costs are borne by your organization.
Contact
Let’s discuss your next step
Tell us about your IAM environment. Together, we’ll clarify the scope and how we can support your team.