Onboarding
The MSSP onboarding checklist, answered.
Buyers evaluating a security partner arrive with a standard checklist. This page answers it, in writing, before the first call.
Every one of these answers describes what is shipped today, not what is planned. Where an answer points somewhere else on the site, that page carries the full detail.
The checklist
Eight questions every buyer asks
Answered plainly, in the order most onboarding checklists ask them.
- 01How do we reach you?
- Per-request threads with a real person, per-ticket live chat, and a full request history you keep. Nothing you send us disappears into a shared inbox.
- 02How do you track SLAs?
- Per-request SLA state is visible in the Portal: on track, at risk, or breached. The tracking is coverage-tier aware, and the clock pauses while a request is waiting on you.
- 03Where does case management live?
- Native in the platform. Your team sees the same queue our operators work, not a summarized export of it.
- 04Who does the work?
- Named operators with defined roles. The same people who join your calls are the people running your queues day to day.
- 05What do you detect with?
- Managed detection via Microsoft Defender for Business and cloud-native signals, AWS GuardDuty among them, triaged by operators per the coverage ladder.
- 06What do you refuse?
- We publish the engagements we do not take, and the hand-offs we make instead. Read the full list on the operated partnership.
- 07What proof can we hand our auditor?
- The Evidence Vault, with scoped, time-bound guest access for external auditors. They open the link, review what is scoped to them, and nothing more.
- 08What are the coverage windows?
- Coverage runs on a three-rung ladder: Foundations, Resilience, and Assurance, stated plainly. Each rung adds a defined layer of work, and you can see exactly which rung you are on before you sign anything.
This page describes what is shipped or absorbed into the function we run today. It is not a substitute for the order form, which governs the engagement.
See how the answers hold up.
Read the published plan structure, or walk the full operated partnership.
Published structure, a written annual escalator cap, and an entry rung you can start today.
The scope, the visibility, and the work we do not take on, laid out section by section.