Our Approach
Successful service engagements depend as much upon the effective working relationship between provider and client as they do on the quality of the proposed solution. That means how we deliver is just as important as what we deliver.
Client
Client satisfaction isn’t just important to us, it is the only metric we use to measure the success of our business. We know that every client is unique, which is why we can tailor every element of our service to seamlessly integrate with your business.
- The goals and needs of our clients are at the centre of all decision making.
- We like to understand every client’s business so we can provide the best possible service.
- We strive to over-deliver on our promises in order to exceed our clients expectations.
- Our aim is to be seen not just as a security service provider, but a trusted security partner.
Service Delivery Manager
We know communication is key to providing an excellent service and building up long term partnerships. This is why all clients are assigned a dedicated service delivery manager, who will stay with them for the duration of the contract.
- Acts as the single point of contact for the client for anything related to the service.
- Attends regular onsite client service review meetings against agreed SLAs.
- Has full autonomy to ensure successful outcomes.
- Stays with the client for the duration of the contract.
Client Success Team
We understand that good communication is essential in providing a great customer experience. This is why our customer success team members are all based in the UK, and provide all of the core client facing roles either onsite or remotely.
- Provides onsite support during important project phases like implementation, service improvement and knowledge transfer.
- Assesses and proposes service improvement plans based on market trends.
- Identifies issues and offers solutions appropriate to the clients’ agendas.
- Delivers successful outcomes and builds trusted relationships.
SOC Manager
As well as being responsible for the day to day running of the SOC office, our SOC Manager also acts as the highest escalation point for incident response, and works closely with the Red Team and Penetration Testers to ensure our clients’ systems are kept secure.
- Acts as the single point of contact between the Customer Success Team and the SOC team.
- Provides the Customer Success Team with suggestions for technical service improvements.
- Responsible for implementing new service requests.
- Produces detailed service reports on a daily / weekly / monthly basis.
Security Operations Center
Our 24/7/365 Cyber Security Operations Center is based in Farnborough, Hampshire. We recruit and develop the brightest talent in the local area, and we can provide rapid on-site response to our clients in London and the South East, as well as M3 and M4 corridors.
- Provides all managed services to the highest standard 24x7x365.
- Ensures all technology is continually updated with the latest threat intelligence and configuration standards.
- Defines high quality capability standards.
- Data is processed and stored on secure AWS servers, and does not leave the United Kingdom or our clients’ region of choice at any time.
Continual Service Improvement
We follow the ITIL methodology for continual service improvement which we implement in a way that gives the best outcomes for our clients, while minimising the impact on their business processes.
- Regular service reviews provide an opportunity to listen to client feedback and suggest potential improvements.
- The client success team defines the strategy for improvement and identifies success metrics.
- The SOC Manager gathers, processes and reviews the data, and provides analysis to the Service Delivery Manager.
- The Service Delivery Manager reports this analysis at the next service review meetings, and all agreed improvements are implemented.
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