Service Levels

There are four levels of service available for clients entering a Strategic Support Agreement, each being composed of a set of modules, selected and tailored to meet the individual customer's requirements at the time. In their basic form these four levels comprise an effective support service.

These levels separate into: Platinum, Gold, Silver and Bronze. Clients are able to mix and match the products, services and training to form a complete security contingency plan. The provision of strategic security support includes:

• Technical Security Support to ensure that your security devices (hardware and software) are maintained and patched to the latest versions of manufacturer and operating system requirements. Upgrades are installed when they become available.
  
  
• Policy Compliance ensures that, where appropriate, your information security policies and procedures reflect the best practice current available. This may incorporate guidance within ISO/IEC 17799 or may be extended to include recommendations from the Security Policy Framework or relevant CESG memoranda and manuals.

When entering into a support agreement, Sapphires clients have access to a full range of services, including:

• Computer Forensics and Data Recovery.
• ISO27001 and Security Audits.
• Gap Analysis.
• Penetration Testing.
• Education and Training.
• Regular Security Reviews and Health Checks.
• Professional Services.
• Access to the Sapphire Helpdesk.

Clients are also eligible for up to a 10% discount off all product purchases, dependant upon the level of the agreement.

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