Severity band
Critical
Production down, data loss risk, active security event
Foundation
4 business hours
Advanced
2 business hours
Sovereign
1 business hour
Vantus Care
SLA & Escalation
Response commitments and escalation paths for active Care clients.
Care signal board
Three promises that stay visible on every Care page.
Client-owned by default
No hardware subscriptions, no hidden equipment financing, no ownership confusion later.
Documented handoff
Tooling, runbooks, and configuration work are structured so your team can retain control.
Evidence every cycle
Monthly artifacts are written for audits, executive review, and calm change control.
Response windows
Response windows are first-response commitments, not resolution guarantees. Resolution time depends on the complexity of the issue, third-party dependencies, and client cooperation. These SLAs apply during contracted business hours unless an On-Call add-on is active.
Severity band
High
Major service degradation, security gap with active risk
Foundation
1 business day
Advanced
4 business hours
Sovereign
2 business hours
Severity band
Medium
Partial degradation, non-urgent security finding
Foundation
3 business days
Advanced
1 business day
Sovereign
1 business day
Severity band
Low
Minor issue, informational, or backlog item
Foundation
Next cycle
Advanced
Next cycle
Sovereign
5 business days
Escalation paths
Escalation is a routed process, not a hope-and-pray inbox chain.
Standard escalation
Ticket → Assigned engineer → Lead engineer → Account owner. Escalation happens when an issue exceeds the response window or broader involvement is needed.
Security incident escalation
Security events with active risk bypass standard queue and go directly to the security lead. If an Incident Response retainer is active, the IRT is engaged per the ROE in the engagement letter.
After-hours escalation
After-hours response requires an On-Call Coverage add-on. Without it, Critical and High events will be addressed the next business morning. On-call windows and contact methods are defined in the engagement letter.
Disclaimers
- Metrics cite system-of-record definitions and applicable time windows.
- Compliance support is not legal advice and does not guarantee audit outcomes.
- Authorized adversary simulations require explicit written authorization and Rules of Engagement before any activity begins.
Vantus Care
Ready to talk about your environment?
We start with a fit assessment, then shape the care cadence around what your team actually needs—not around a template.
No hardware subscriptionsClient-owned outputsDocumented cadence