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Vigilbase SLA

One conversation about service levels that applies everywhere. Choose a product, then choose your SLA tier.
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Three SLA tiers

Every Vigilbase product offers three service level tiers. Pick the one that matches your operational needs.
Core SLA

Core

Governance, guidance, and oversight

For organizations that want structured oversight, security recommendations, and regular reviews without 24/7 active operations.

// INCLUDED
  • +Business hours support (Mon-Fri, 9AM-6PM)
  • +Email + shared Slack/Teams channel
  • +Best-effort response times
  • +Quarterly business reviews (QBR)
  • +Shared team support
  • +Monthly summary reports
Most popular
Priority SLA

Priority

Full 24/7 operational coverage with defined SLAs

Full operational ownership with 24/7 monitoring and active incident mitigation. Vigilbase assumes day-to-day operational control with guaranteed response times.

// INCLUDED
  • +24/7/365 support
  • +Email + shared Slack/Teams + phone (critical issues)
  • +Guaranteed SLAs: P0 30min, P1 1hr, P2 4hr, P3 1 business day
  • +Monthly reviews + weekly incident reports
  • +Named Technical Account Manager (TAM)
  • +Active threat mitigation within SLA
Critical SLA

Critical

Mission-critical with immediate escalation

Highest-assurance operations for business-critical environments requiring immediate escalation and war-room activation with senior engineering leadership.

// INCLUDED
  • +24/7/365 with immediate escalation
  • +All channels + direct phone line + war-room activation
  • +Enhanced SLAs: P0 15min, P1 30min, P2 2hr, P3 same day
  • +Bi-weekly strategy sessions + executive reporting
  • +Dedicated Account Manager + senior engineering team
  • +War-room activation for critical incidents

SLA comparison matrix

Detailed comparison of all service level dimensions
DIMENSIONCOREPRIORITYCRITICAL
Support HoursBusiness hours24/7/36524/7 + escalation
P0 Critical ResponseBest effort30 minutes15 minutes
P1 High ResponseBest effort1 hour30 minutes
P2 Medium ResponseBest effort4 hours2 hours
P3 Low ResponseNext business day1 business daySame day
Business ReviewsQuarterlyMonthlyBi-weekly
Account ManagementShared teamNamed TAMDedicated AM
Incident ResponseAdvisoryActive mitigationWar-room
ReportingMonthly summaryWeekly + dashboardsCustom + executive
Slack/Teams ChannelSharedSharedDedicated
Phone Support—P0/P1 onlyDirect line
War-Room Activation——On-demand

Priority definitions

How we classify incident severity
P0Critical

Complete service outage, security breach, or data loss affecting production systems

Examples: Site down, active attack, data breach
P1High

Significant degradation of service or elevated security threat requiring urgent attention

Examples: Partial outage, suspected breach, major vulnerability
P2Medium

Noticeable impact on service or security posture requiring timely resolution

Examples: Performance issues, configuration problems, moderate risk
P3Low

Non-urgent issues, general questions, or minor improvements

Examples: Feature requests, documentation, minor bugs
// SLA TIMING

SLA timers start when an incident is acknowledged by Vigilbase and sufficient access is available to begin mitigation. SLA calculations exclude:

  • •Third-party or upstream outages outside our control
  • •Maintenance windows approved in advance
  • •Customer-side access or authorization delays

Available across all products

Choose your product, then choose your SLA tier
Product

Managed Cloudflare

Expert management of your Cloudflare infrastructure

View pricing
Product

Managed Cloudflare

Fully managed WAF and DDoS protection

View pricing
Product

Vigilbase platform

Agentic investigation, action, and verification

View pricing
Product

Integrations

Connect supported security systems

View pricing
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Talk to our team to find the right product and service level for your organization.
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