Your choice, our promise.

No matter what SLA you choose, we promise to address requests promptly, never be stretched thin, and never too busy. Service level agreements guarantee response rates consistent with your objectives. You can find our Service Level Agreement Policy here.

Last Updated January 1, 2022.

BRONZE SLOTS FILLED 85%
SILVER SLOTS FILLED 60%
GOLD SLOTS FILLED 75%
PLATINUM SLOTS FILLED 100%

Bronze

$190hour
  • Standard Support
  • Next Business Day
  • Monday through Friday (Excluding U.S. Holidays).
  • 9am to 5pm (Eastern Time US)
  • “Best-Effort” for all requests.
  • Security Auditing
  • Security Incident Response
  • Most common choice for small business with emphasis on self-reliance, shared responsibility, and low overhead.

Silver

$230hour
  • Proactive & Rapid
  • Same Business Day
  • Monday through Friday (Excluding U.S. Holidays)
  • 9am to 5pm (Eastern Time US)
  • “Best-Effort” for all requests
  • Security Management
  • Security Incident Planning
  • Greater emphasis on planning and continuity supported by rapid response.

Gold

$345hour
  • Mission Critical
  • 4-Hour Response
  • Monday through Friday (Excluding U.S. Holidays)
  • 8am to 8pm (Eastern Time US)
  • Dedicated Support
  • Security Assurance
  • Security Incident Planning
  • Designed for regulatory or legal compliance.

Platinum

$400hour
  • Continuous Demand
  • 2-Hour Response
  • Monday through Friday (Excluding U.S. Holidays)
  • 8am to 5pm (Customer’s Time)
  • Integrated Support Channels
  • Security Compliance
  • Security Incident Testing
  • Focused on exceeding regulatory compliance and meeting fiduciary responsibilities.

Priorities.

We provide all customers with collaboration and documentation workspaces, support and security tools, remote management and monitoring, automation/orchestration and support.  These capabilities are used in conjunction with customer-specific information governance to meet the site’s demands for confidentiality, integrity, and availability.

Elements (down) Bronze Silver Gold Platinum
On-Premise Systems X X X X
Cloud Infrastructure X X X X
SaaS Support X X X X
Cybersecurity Framework X X X X
Security Assurance Tool X X X X
Client Security Software X X X X
Client Remote Management X X X X
Mobile Device Management X X X
Request and Respond  X X X X
Pro-active Services X X X
Disaster Recovery Plan Maintenance X X
Business Continuity Plan Maintenance X
Security Information Questionnaires X X X
Agreed Upon Response Procedures X X
Vendor Risk Management Reviews X
Employee Security Awareness Training X X
Employee Security Awareness Assessments X


TechBento relies on key infrastructure technologies to support our clients. They include global administrative rights to cloud infrastructure, written security policies and procedures for security rights authorization, security gateways with anti-malware capabilities, commercial-grade WiFi transmitters, integrated lights-out functionality in servers, commercial-grade switches capable of QoS and VLANs, security software licensing as appropriate for all devices and server instances.  Additionally, our clients generally develop training and awareness programs for use of systems, reporting issues, and security awareness.

Reachability.

We believe the diversity of our people delivers tremendous value to us and our customers.  We also believe that the diversity of our customers enables us to continuously improve and develop our knowledge.  TechBento clients represent a diverse group of businesses located all over. Physical distance between us and our customers is an after-thought, because we have a proven track-record for working remotely.  

The IT Audit is an inward looking assessment of the customer’s information technology operation and key systems. It looks mostly at technical capabilities and highlights major concerns that may affect information security.  It is conducted at the time of engagement with a customer and can be updated on request or when major changes to infrastructure take place. Customer is responsible for acting on recommendations.

The SIG (Standardized Information Gathering )is the first outward looking component of Information Technology and Security Management. By using SIGs, an organization can obtain all of the information necessary to conduct an initial assessment of service providers’ cybersecurity, IT, privacy, data security and business resiliency controls.  TechBento will assist in conducting and reviewing SIGs for key service providers as part of our Silver, Gold, and Platinum SLAs.  The customer agrees to participate and support a SIG program.

The AUP (Agreed Upon Procedures) takes the reviews and audits to the next level by attempting to verify key pieces of the SIG. The AUP provides several vital functions. The AUP also sets forth the risk control areas to be assessed as part of an onsite assessment, as well as the procedures to be followed while conducting the assessment and the sampling procedures to be used.   TechBento actively leads AUP initiatives for Gold and Platinum Service Level Agreements.

The VRMMM incorporates vendor risk management best practices into a practical model, to assess the current and desired future state of a vendor risk management program and helps companies make well-informed decisions on how to spend limited resources to manage vendor-related risks effectively.  VRMMM resources and management are delivered as part of services under the TechBento Platinum Service Level Agreement along with Audits, SIGs, and AUPs.

Availability

Business Hours

Availability

We serve customers during business hours, with after-hours support as-needed/available.

Priority

Handling Queues

Priority

Customers with higher tiered SLAs receive priority treatment whenever conflicts arise.

Committment

Time Objectives.

Committment

We are committed to meeting your recovery time objectives.