Contact paths
The Security Operations Center is staffed around the clock. For any issue you believe affects the platform rather than only your application, use the P1 contact path rather than a portal ticket.
- P1, platform integrity. Attestation failure, unexpected measurement change, or suspected platform compromise. Call the Security Operations Center number in your onboarding package.
- P2, platform availability. Server or network outages affecting production. A portal ticket marked P2 alerts the on-call engineer.
- P3, application scope. An incident limited to your application. Let us know if you need log extracts; your team leads the response.
Responsibilities during an incident
ServLogi investigates and responds within its area of responsibility: the facility, hardware, firmware, virtualization software, and network up to your segment.
We do not access your operating system or your data. Because each server is dedicated to a single customer, ServLogi has no administrative access to a running secure server. This protects you in normal operation, and it means that any action required inside your server during an incident must be taken by your team.
ServLogi will never ask for your server credentials during an incident. Treat any such request as a social engineering attempt and report it to the Security Operations Center.
What you receive
- Notification within the timeframe set out in your agreement for any incident affecting your environment.
- Platform audit log extracts covering the incident window, on request.
- A written post-incident report for P1 and P2 events, including timeline and remediation.
- Where an incident creates a regulatory reporting obligation for you, the factual record you need to meet it. Filing remains your responsibility.