Security Support Services

Minimizing Threat Vectors and Reducing Exposure to External Risks, is an Ongoing Activity. Leverage Years of Industry Expertise and Global Best Practices, to Secure and Harden Your IT Ecosystem Without Security Support Services

Security Support Services
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Amazon Web Services Information and Cybersecurity Modern Information Technology

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Palo Alto in HA Cluster Active/Passive Robust Implementation on Azure for Leading Bank

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Security Support Services

Based on our years of domain experience, expertise and international security and service standards we at Citrus Consulting provides our clients with extended support and value add services. Thus, ensuring the availability of defined services and business processes in customers IT security infrastructure.

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What We Offer

We have a fully qualified technical specialists’ team that delivers constant, continued and endless support to our customers around the clock. We prioritize our client’s convenience and offer world-class support by providing on-site assistance, telephonic assistance, email as well as chat help along with our unique fully automated web-based ticketing system. The members of our team are certified at major security platforms and have a license to deliver level 1 and level 2 support by our several vendor partners.

To simulate and reproduce customer issues and concerns in the most realistic manner possible in a lab environment, we have invested heavily in developing technology infrastructure, enabling us to handle 90% of all cases directly within our organization without any support from the vendors. This helps us to provide our customers a highly professional service with smarter solutions accompanied by quick resolution.

Why Citrus?

Available 24/7 365 days of the year.
Adherence to industry best practices and professional processes.
Fulfilled SLAs with response time of maximum 15 minutes for P1 incident.
Device monitoring and change management systems.
Technology support including updates/upgrades, and software optimization.
Technology specific services such as Firewall rule changes, tuning, and repair support.
Dedicated technical expertise for device management requests such as adds/remove/modify, additional investigations, and service tuning
Threat Advisory research communications. Hands-on experts, available remote and onsite.
Advanced IVRS system for 24×7 support
All round expertise in multiple security technologies
Periodic training and education
Expertise to offer Level 1 and Level 2 support on behalf of principal vendors

Our Services

Standard Support Services

Our organization provides standard support services, best suited for the clients looking for an all-around protection for their IT security system. Our customers can reach out to us 24/7 and we provide assistance and support to them with response time of maximum 2 hours for high priority requests. Our certified engineers take possible and least disruptive countermeasures to restore the functionality within the shortest timespan. Requests regarding RMA are escalated to the vendors or its full replacement is coordinated and taken care by Citrus. We also provide onsite remediation if remote access is not sufficient or successful according to the industry best practices.

Premier Support Services

Citrus Consulting’s Premier support is best suited for scenarios that include new configurations, software upgrades, and the enablement of additional features and customization based on a flexible subscription. Premier Support scope is not limited to being break and fix activities. An expert is available whenever required for new configuration requests, major changes, customizations and configurations. Requests for premier support services can be raised by the customer and are processed by Citrus in the same way as a request for basic support services.

Preventative Maintenance Services - Health Checks

We at Citrus consulting provide periodic health check services and maintenance of the organization’s hardware and software. During these constant check services, we verify and recommend system logs, resource utilization and license consumption.

Resident Engineer

We also provide full time support at the client’s premises by appointing our certified resident engineers as a member of the customer team. All our resident engineers have comprehensive hands on technical experience with network and information security infrastructure.