Incident Response Retainer with SLA (service level agreement)
HALOCK places priority on rapid response to minimize risks to the organization’s assets and reputation. HALOCK’s Service Level Agreement (SLA) documents appropriate actions and response times. Typical timetable in responding to Client incidents is as follows:
Within 1 hour of notification by Client, HALOCK acknowledges incident to the reporting party and activates the HALOCK response team.
Within 2 hours, HALOCK’s incident response team and Client resources are engaged on the incident via conference phone call.
Within 4 hours, the official investigation begins and the HALOCK team is at client site, if required, and if possible given logistics and timing. HALOCK is working with Client’s Incident Management Team and appropriate Client personnel including human resources, information technology, information security, Client’s attorneys, and law enforcement as required.
Within 8 hours, HALOCK’s incident response team will update the Client’s Incident Management Team on the situation status with recommendations for the investigation and approach.