Service Level Targets
Our operational goals for speed, availability, and performance across our Managed SOC.
Last Updated: September 19, 2026
About This Page
This page describes the target response times and service tiers Oberon Services Ltd. aims to deliver for clients under our Managed Security Operations Center (SOC) offering. These are illustrative service targets intended to give prospective clients a clear picture of what to expect — they are not, by themselves, a binding contractual commitment.
Actual, contractually binding service levels — including specific response-time guarantees, uptime commitments, and any associated remedies — are defined exclusively in the signed Service Level Agreement or Statement of Work executed between Oberon and each individual client, tailored to that client's specific engagement, tier of service, and operational requirements.
Target Incident Response Times
The table below reflects the response-time targets we design our SOC operations around, for reference:
| Severity Level | Definition | Target Response | Target Update Cadence |
|---|---|---|---|
| Critical (Sev 1) | Active breach, confirmed data exfiltration, or full service outage | Under 15 minutes | Every 30 minutes until resolved |
| High (Sev 2) | High-risk malware detection, failed-login spikes, critical unpatched vulnerability | Under 60 minutes | Every 2 hours |
| Medium (Sev 3) | Suspicious activity, policy violations, non-critical malware | Under 4 hours | Daily |
| Low (Sev 4) | Informational requests, tuning requests, low-priority alerts | Under 24 hours | Weekly |
Platform Availability
We design our monitoring platform and SOC operations around a target of 99.9% uptime. Specific availability commitments, and any service credits associated with not meeting them, are set out in individual client agreements — this page does not itself create a right to any credit or remedy.
What Can Affect Service Delivery
Factors that may affect actual response times and availability include:
- Events outside our reasonable control (force majeure).
- Actions or configuration changes made by the client that affect monitored systems.
- Scheduled maintenance (for contracted clients, we aim to provide advance notice consistent with the terms of their agreement).
- Failures in client-owned hardware, network, or infrastructure outside our direct management.
Want a Formal SLA for Your Organization?
If you're evaluating Oberon as a security partner and want to discuss binding service-level commitments tailored to your environment, contact us to start the conversation. We're happy to walk through what a formal SLA would look like for your specific needs.
Discuss Your SLA Requirements*This page describes target service levels for informational purposes only and does not constitute a binding offer or contract. Binding service commitments are established solely through a signed agreement with Oberon Services Ltd.*