SenseOn will alert customers when the SenseOn technology detects Critical (see table below) level threats in their environment. These automated notifications will be sent via email to a list of emergency contacts provided by the customer.

Remote support is available to all customers at varying levels. Remote support for customers with a SenseOn service package includes incident advice, guidance, hunt query assistance and creation and product support. Customers with a SenseOn service package are able to reach out to the SenseOn Support Team via the support phone number, email or live chat. Should the incident be deemed critical, all efforts will be made to provide immediate assistance. All other incidents will be dealt with in a timescale relating to the perceived risk of the incident (see service level response times below). Customers who have a platform only service are able to reach out to analysts for guidance and product support via email which will be dealt with in line with the agreed service level response times.

In the event the SenseOn technology detects a priority alert (high or critical), SenseOn analysts will be notified. All priority alerts will be investigated by SenseOn analysts. Should the alert be deemed to be urgent, SenseOn analysts will reach out via the agreed customer escalation path informing the customer of the alert triggered, analysis and any recommended actions.

With support from the SenseOn Customer Success Team, customers who opt for a SenseOn service package will receive quarterly reviews which include a Cyber Threat Report including management data, cases insights, market insights, trending behaviour and areas of improvement

SenseOn understands the importance of platform management enabling focus to remain on anomalous activity. If required, SenseOn will close any high or critical alerts once investigated if deemed to be false positives.

SenseOn analysts will review analytics and logs inline with the latest critical zero day threat against correlated logs against your estate.

SenseOn incident responders remotely remediate or mitigate threats identified on your estate on your behalf. This minimises any threat of business disruption by stopping and eliminating live attacks in real-time. See Resilience Service Description for further information.

Following a critical incident, SenseOn provides a highly-detailed ‘Detection In-Depth’ report.