SECURIX Expert Service
Observability Security Service Level Agreement
Reactive support for your observability platform across Elasticsearch, Kibana, Logstash and integrations, with guaranteed response times, ITIL-based incident handling and monthly SLA reporting.
Solution overview
The Observability Security Service Level Agreement provides specialist support when issues affect your production platform, such as failed data ingestion, unavailable dashboards or cluster errors. Your team continues operating the environment, while SECURIX responds within contracted response times and uses a purchased support hours pool for remote diagnosis and resolution.
Your business needs
Your live observability environment needs dependable support
Platform availability
When clusters, searches or dashboards become unavailable, your teams need specialist support with agreed response times.
Data continuity
Failed ingestion pipelines can leave logs and telemetry incomplete, interrupting monitoring and investigations.
Specialist capacity
Knowledge concentrated in one or two people leaves gaps when they are unavailable.
Who this is for
Security and IT leaders
Medium to large organizations running observability and security platforms 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 platform specialists.
Observability Platform Administrators
Specialist assistance with diagnosis and resolution across the contracted platform and integrations.
CISO / Head of Security Operations
Support for the platform your security teams rely on, with structured incident handling and SLA reporting.
Our deliverables
Defined support for your production observability environment
The SLA base package establishes support coverage. The support hours pool covers hands-on work.
SLA base package
- Support availability — Specialists are on hand during the chosen service hours.
- Jira access and ticket acceptance — Raising and accepting tickets within the agreed service and response times.
- A team with the product expertise you need — A named team with the know-how for the environment under contract.
- Documentation of your installation — Knowledge of your installation kept up to date for efficient diagnosis.
- SLA reporting — Monthly reporting on adherence to the contractually agreed response times.
- Regular service reviews — Discussing service quality 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 scope under contract.
- Fault-related software updates and patches — The updates and patches needed to resolve a fault.
- Ticket portal — Insight into the status 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 or engineering
- New dashboards, detection rules, use cases and integrations
- Architecture changes, migrations and capacity extensions
- Software updates unrelated to a fault
- Products outside the contractual scope of services
Pool hours are purchased in special-rate bundles and carry over on contract renewal. The SLA base package includes no support hours.
Typical faults within scope: depending on the contract, support covers the health or availability of Elasticsearch clusters, Kibana being unavailable, failures of Logstash or ingestion pipelines, search and indexing errors, performance problems and failures of the integrations agreed under contract.
SLA or Managed Operations?
SLA
- Your team operates the platform, spots problems and asks for support.
- Responsibility for operations stays with you.
Managed Operations
- SECURIX operates the environment under contract, monitors it proactively and takes action.
- Responsibility for operating the agreed scope passes to SECURIX.
How we deliver
Putting specialist support in place
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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 to 24:00.
Public holidays specified in the contract are excluded from Standard and Extended coverage. Additional evening or weekend standby blocks can be arranged with the agreed lead time.
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 observability platform
Elastic-certified engineering expertise forms the core of the service. Coverage for other technologies depends on the operational competence and capacity available for the contracted scope.
Frequently asked questions
Before your consulting engagement begins
No. Your team remains responsible for operating and monitoring the platform. SECURIX provides support within 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 or subscription contracts throughout the term. One-off and recurring remote-access costs are borne by your organization.
Let’s discuss your next step
Tell us about your observability environment. Together, we’ll clarify the scope and how we can support your team.