99.9%
Uptime SLA Guarantee
<15 min
Average Incident Response
24/7
Security Monitoring
0
Data Breaches (10+ Years)
Incident Response Procedures
We maintain comprehensive incident response capabilities with defined procedures, escalation paths, and communication protocols. Our approach ensures rapid containment, thorough investigation, and transparent communication throughout any security event.
Detection & Alerting
24/7 automated monitoring detects anomalies within minutes. Critical alerts trigger immediate pager notifications to on-call engineers with defined escalation paths to senior staff.
Containment
Rapid isolation protocols prevent threat spread. Network segmentation, access revocation, and system quarantine procedures executed within 15 minutes of detection.
Investigation
Forensic analysis identifies root cause, attack vectors, and affected systems. Evidence preservation following chain of custody protocols for potential legal proceedings.
Recovery
Systematic restoration from verified backups, security patch deployment, and verification testing. Full service restoration typically within 2-4 hours for critical systems.
Communication
Transparent status updates every 30 minutes during active incidents. Post-incident reports delivered within 24 hours with root cause analysis and preventive measures.
Lessons Learned
Post-incident reviews identify improvement opportunities. Policy updates, procedure refinements, and staff training implemented to prevent recurrence.
Uptime & SLA Performance
We provide industry-leading service level agreements with measurable commitments and transparent performance reporting. Our track record demonstrates consistent delivery against these guarantees.
| Service Level | Response Time | Resolution Target | Uptime Guarantee |
|---|---|---|---|
| Critical (P1) | 15 minutes | 4 hours | 99.9% |
| High (P2) | 1 hour | 8 hours | 99.95% |
| Medium (P3) | 4 hours | 24 hours | 99.99% |
| Standard (P4) | 8 hours | 72 hours | 99.9% |
| Security Incidents | Immediate | 2-24 hours | 100% monitoring |
SLA Credits: We stand behind our commitments. Service credits apply automatically when we miss response or resolution targets, demonstrating our accountability and confidence in our operational capabilities.
Case Study: Healthcare Practice Security Incident
Sacramento Dental Practice Ransomware Response
Challenge: A 15-chair dental practice experienced a ransomware attack at 6:30 AM on a Monday, encrypting patient records and practice management systems.
"Business PC Support had our systems restored by 10:45 AM. Their rapid response saved our practice from significant downtime and potential HIPAA violations. Their transparency throughout the incident was exceptional."
— Dr. Sarah Chen, Practice Owner
Our Response:
- Immediate isolation of affected systems within 12 minutes
- Forensic analysis confirmed backup integrity and attack vector
- Complete system restoration from verified clean backups
- Security hardening and vulnerability patching deployed
- Full documentation provided for HIPAA breach assessment
Insider Risk Controls
We implement comprehensive controls to mitigate insider risks, protecting both our clients and our own operations. Our approach addresses technical, procedural, and personnel security dimensions.
Background Verification
All technical staff undergo comprehensive background checks including criminal history, employment verification, and reference checks before accessing client systems.
Access Controls
Role-based access with principle of least privilege. Multi-factor authentication required for all system access, with automatic session timeouts and regular access reviews.
Activity Monitoring
Comprehensive logging of all privileged activities with real-time alerting for suspicious behavior. Regular audit reviews identify anomalous access patterns.
Data Handling
Strict data classification and handling procedures. Client data never stored on personal devices, with encryption required for all data transmission and storage.
Separation of Duties
Critical operations require dual authorization. No single individual can access, modify, and approve sensitive changes without oversight.
Exit Procedures
Immediate access revocation upon termination, return of all company assets, and exit interviews to identify potential security concerns.
Additional Trust & Transparency Measures
Beyond our core operational commitments, we maintain additional transparency and accountability measures that demonstrate our maturity as a trusted IT partner.
- Third-Party Audits: Annual penetration testing and security assessments by independent firms with results available upon request.
- Insurance Coverage: Comprehensive cyber liability and E&O insurance coverage with certificates available for client review.
- Compliance Certifications: Staff maintain relevant industry certifications including CISSP, CISM, and CompTIA Security+ credentials.
- Transparent Pricing: Clear, predictable pricing without hidden fees or surprise charges. Detailed service descriptions and deliverables.
- Client References: Available upon request from healthcare, legal, and professional services clients in the Sacramento region.
- Service Documentation: Comprehensive documentation of all work performed, security configurations, and compliance measures maintained for client records.