Response time
Counted until a human states they are on it. Not until an auto-reply lands.
Clear on who moves.
Two tiers. Not five. A tier we cannot honour is just a promise on paper.
Hours that are actually covered
Not a promise, a calendar. A filled cell means someone is bound to a response target.
Standard
45 hours, weekdays 09:00–18:00 WIB MON TUE WED THU FRI SAT SUN
0006121824
Critical
168 hours, all day every day MON TUE WED THU FRI SAT SUN
0006121824
Standard and Critical
| Standard | Critical | |
|---|---|---|
| Service hours | Mon–Fri, 09:00–18:00 WIB | Every day, around the clock |
| Initial response target | Next business day | Within hours, nights and holidays included |
| Channels | Email and WhatsApp | Email, WhatsApp and an escalation phone line |
| Configuration changes | Scheduled | Scheduled and emergency |
| Updates within the version | You run them, we stand by | You run them, or we do |
| Major version moves | Scheduled together | Scheduled together, outside peak hours |
| Incident investigation | Within service hours | Whenever the incident happens |
| Replacement unit | Per delivery model | Per delivery model, first in line |
| Review cadence | Yearly | Quarterly, with written notes |
Device count, number of sites and compliance obligations set the final price. That is what the assessment maps out.
How we count
Resolution time
Never promised as a fixed number. Hardware failure, ISP trouble and a bad config each recover on a different path.
Outside service hours
Standard tier reports outside working hours are logged and queued for the next business day. Critical has no queue.
Out of scope
ISP links, site power and third-party gear still get our help tracing. What carries no response target is what sits outside our control.
Deployment & migration
Not everyone is ready to sign an annual contract on day one. This is the way in.
Included
- Segmentation and firewall rule design based on what you actually run
- Staged migration off the old device inside agreed change windows
- Site-to-site and remote user VPN configuration
- Failover tested before we call it done
- Handover documentation: diagrams, addressing, rules and the reasoning behind them
- Hands-on time with your team after cutover
Not included
- Hardware procurement
- Cabling and on-site works
- Ongoing monitoring after handover
- Configuration changes once the hands-on period ends
Whose hardware it runs on
| BYOD | SG in a Box | SG as a Service | |
|---|---|---|---|
| Availability | Available | Soon | Soon |
| Hardware | Yours | From us | Not needed |
| Hardware warranty | From your vendor | One year, unit replaced | Not applicable |
| Software & configuration | Us | Us | Us |
| Security updates | We stand by | We stand by | We run them |
| Replacement on failure | You supply | We supply | Not applicable |
| Cost model | One-time | One-time | Monthly subscription |
| Service hours & SLA | Per tier | Per tier | Per tier |
Which tier fits?
Usually clear inside thirty minutes. Start there.