As Vigilbase has grown from a single Cloudflare managed services offering to a full portfolio of cybersecurity products (Shield, Flarehawk, Vigilbase 360, and Managed Cloudflare), we noticed something that needed fixing.
Our service tiers had become confusing.
Each product had its own naming. Its own structure. Customers would ask "What support do I get with Shield?" and the answer was completely different from what they'd get with Managed Cloudflare. That complexity didn't serve anyone.
So we simplified everything.
Today, coinciding with the start of a New Year, we're introducing three unified SLA tiers that apply across every Vigilbase product: Core, Priority, and Critical.
Why We Made This Change
When you buy a Vigilbase product, you're really buying two things: the product itself (what it does) and the service level (how we support you). Previously, these were bundled together in product-specific packages with names like "Standard," "Advanced," and "Mission Critical."
The problem? If you were on our "Advanced" tier for Managed Cloudflare and wanted to add Flarehawk, you had to learn a whole new set of tier names and figure out which one matched what you already had.
We asked ourselves: why should a customer need to decode our internal packaging?
They shouldn't.
Now, when you work with Vigilbase, there's one simple question: What SLA tier are you on?
Your answer (Core, Priority, or Critical) tells you everything you need to know about our support hours, response times, and engagement level. It works the same whether you're using one product or five.
The Three Tiers
Core
For organizations that want oversight, guidance, and governance without 24/7 active operations.
Core is our foundational tier. You get access to our team during business hours, a shared Slack or Teams channel for communication, and quarterly business reviews to keep your security posture aligned with best practices.
We'll advise. We'll guide. We'll review. But if something happens at 2 AM, you won't have an SLA for response. You'll have our best effort.
Core is right for organizations with internal security resources who need expert oversight, not round-the-clock operations.
What you get:
- Business hours support (Mon-Fri, 9 AM-6 PM)
- Email and shared Slack/Teams channel
- Quarterly business reviews
- Monthly summary reports
- Best-effort response times
Priority
For organizations that need 24/7 coverage, guaranteed response times, and active incident management.
Priority is where most of our customers land. You get a named Technical Account Manager, 24/7 support, and guaranteed SLAs: 30 minutes for critical incidents, 1 hour for high-priority issues.
When something goes wrong, we don't just advise. We act. Active threat mitigation, continuous tuning, weekly incident reports. You're not managing your security alone. We're operating it alongside you.
What you get:
- 24/7/365 support
- Email, shared Slack/Teams, and phone (for P0/P1 issues)
- Named Technical Account Manager
- Monthly reviews and weekly incident reports
- Guaranteed SLAs: P0 in 30 min, P1 in 1 hour, P2 in 4 hours
- Active incident mitigation
Critical
For mission-critical environments that require immediate escalation, senior engineering leadership, and war-room activation.
Critical is for organizations where downtime isn't an inconvenience. It's a crisis. Financial services. Healthcare. E-commerce platforms during peak season. Government systems.
You get a dedicated account manager, a senior engineering team, and the fastest SLAs we offer: 15 minutes for critical incidents. When something serious happens, we activate a war room. Senior engineers lead the response. You have a direct phone line that bypasses the queue.
Bi-weekly strategy sessions keep us aligned on your evolving threat landscape. Executive reporting ensures your leadership has visibility. This isn't just support. It's a security partnership.
What you get:
- 24/7/365 with immediate escalation
- All channels plus direct phone line and war-room activation
- Dedicated Account Manager and senior engineering team
- Bi-weekly strategy sessions and executive reporting
- Enhanced SLAs: P0 in 15 min, P1 in 30 min, P2 in 2 hours
- War-room activation for critical incidents
What This Means for Existing Customers
If you're already a Vigilbase customer, nothing changes about your service. Only the name.
Here's how your current tier maps to the new structure:
Standard / Basic -> Core
Advanced / Complete -> Priority
Mission Critical / Enterprise -> Critical
Your pricing, your SLAs, your account team. All the same. We've just given it a clearer label.
Over the coming days, you'll see updated terminology in your invoices, contracts, and our website. If you have questions about where you land, reach out to your account manager or email us at hello@vigilbase.com.
Why Core, Priority, Critical?
We considered a lot of names. Bronze/Silver/Gold felt generic. Tier 1/2/3 felt cold. We wanted names that actually meant something.
Core is the foundation. Essential governance and oversight.
Priority means you're prioritized. Faster response, 24/7 attention, active management.
Critical is for critical environments. Maximum urgency, maximum resources.
The names tell you what you're getting. No decoding required.
Looking Ahead
This is the first step in making Vigilbase easier to buy, easier to understand, and easier to grow with.
Whether you're protecting a single website with Shield or running a complex multi-product security stack across your organization, you deserve a service experience that's consistent and clear.
Core. Priority. Critical.
Pick the level that fits your risk tolerance and operational needs. We'll handle the rest. These changes are live now, and you can read the full details of the SLA tiers on our new SLA page ->
Questions? Reach out to your account manager or contact us at hello@vigilbase.com.
Ready to get started? Talk to our team →
