First response from an engineer within 4 business hours, 7 days a week. For confirmed emergencies, triage begins as soon as the engagement authorisation is signed online.

Not before speaking with us. Shutting down destroys volatile evidence and does not remove persistence. We move the site into controlled maintenance instead.

Triage is included: if no engagement starts, it is not billed.

No — and be wary of anyone who promises that. We are bound by a best-efforts obligation stated in the contract: industry standards, a defined scope, and 30 days of monitoring to verify the eradication holds.

Yes, as an option: we assemble remediation evidence in the expected format, file the review request and follow it through to removal of the flag — the same process applies to cyber insurance claims.