Cyber999 - Service Level Agreement

MyCERT will use the following guidelines in prioritizing incidents and will respond to the incident within the target time frame. Actual response times may be shorter or longer depending on the volume and complexity of incidents.


NOTE/DISCLAIMER: * Response Time is defined as the time taken between receiving of an incident and the time taken by a MyCERT staff to begin working on the incident which include analysis, communication and sending notifications to respective parties. Due to the wide diversity, complexity of incidents that can occur, and the methods needed to resolve them, response time IS NOT defined as the time taken between receiving of an incident and problem resolution.