Severity and their SLAs for response
Severity and explanation of the severity and expected response times
| Severity Level | SLA for Response | Methods of Reach Out | Information Required | Types of Issues Covered | Notes |
| High | 1 business day | - Support Ticket - Email: success@atomuscyber.com - Phone: +16282254304 |
- Name - Phone Number - Problem - Time frame for resolution - Severity: High |
- Completely locked out of work - Cybersecurity incident |
High issues are taken very seriously; extensive research is done before response. |
| Medium | 2 business days | - Support Ticket - Email: success@atomuscyber.com |
- Name - Phone Number - Problem - Time frame for resolution - Severity: Medium |
- Policies creating continuous blocks for multiple users - Unable to log in due to policy - BitLocker issue - Password issues |
Medium issues receive detailed research before response. |
| Low | 3 business days | - Support Ticket - Email: success@atomuscyber.com |
- Name - Phone Number - Problem - Time frame for resolution - Severity: Low |
- Onboarding issues - Aegis App compliance check query - Security/compliance policy non-blocking issues - Office 365-related IT issues (out-of-scope) - Compliance queries - New users |
Low-severity issues are mostly query-based, or future items. |
