How we support real-world Google Cloud SecOps operations

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Our Services

Hours Bank for Google Cloud SecOps

Our engagement model enables continuous access to specialized support and technical consulting for Google Cloud SecOps.

The contracted hours are valid for 12 months and can be used flexibly according to operational demand, ensuring predictability and continuity of support for the environment.

How the hours can be used:

Technical and Operational Support

Support for the creation, tuning, and troubleshooting of automation playbooks (SOAR), ingestion pipelines, visibility dashboards, API integrations, and native platform connectors.

Technical Consulting

Consultative activities focused on analyzing and optimizing platform usage, including technical workshops, knowledge transfer sessions, and assessment of native security controls.

Level 3 Specialized Support

Level 3 Specialized Support focuses on highly complex issues of an architectural nature or those that require deep expertise in the Google Cloud SecOps platform and its integrations.

It is engaged when critical scenarios cannot be resolved at the operational level, requiring advanced analysis of the platform’s internal behavior and direct interaction with the vendor.

Level 3 Scope of Operation:

Critical Platform Incident Management

Handling critical failures that impact the operation of Google Chronicle SO (SIEM/SOAR), including service outages, log ingestion failures (UDM), and issues in alert generation or playbook execution.

Vendor Support Engagement and Escalation

Acting as the technical focal point with Google Cloud Support, including ticket creation, tracking, and management, validation of proposed solutions, and controlled implementation of fixes.

Product Bug and Defect Management

Identification, validation, and documentation of functional bugs or design flaws in the Google Cloud SecOps platform, with formal reporting to the vendor and follow-up until resolution.

Platform Updates and Maintenance

Planning and execution of platform maintenance and update activities, ensuring compatibility of parsers, integrations, and playbooks after version changes.

Patch and Fix Validation

Technical testing and validation of patches and temporary fixes (workarounds) provided by Google prior to deployment in production environments.