Support Policy
Effective Date: July 1, 2025 · Security Professionals Group Pty Ltd
Security Professionals Group ("Company", "we", "our", "us") is committed to providing world-class technical support for all subscribed services. This Support Policy outlines the terms, expectations, and procedures for customer support, including Service Level Agreements (SLAs) and confidentiality provisions through a Non-Disclosure Agreement (NDA).
1. Scope of Support
Support is available for all services provided by Security Professionals Group, including but not limited to:
- Cybersecurity Consulting Services (GRC, Offensive Security, OT Security)
- AI-Driven Security Solutions
- Registration and Account Access
- Notifications and Reporting Tools
- Website Performance or Access Issues
Support services are provided to clients with an active support agreement or ongoing service contract.
2. Support Availability
Support is available 24 hours a day, 7 days a week, based on the terms defined in the contract or Service Level Agreement (SLA).
Support Channels:
- Email: info@securitypro.com.au
- Phone: +61 8 6186 3097
- Client Portal: securitypro.com.au
- Live Chat: Available during business hours for general enquiries
3. Service Level Agreement (SLA)
We are committed to meeting the following response and resolution times based on the severity level of the issue:
| Severity | Description | Response Time | Resolution Time |
|---|---|---|---|
| Critical (P1) | Service outage or major impact | Within 30 minutes | < 4 hours |
| High (P2) | Degraded performance or partial outage | Within 1 hour | < 8 hours |
| Medium (P3) | General issue or minor impact | Within 4 hours | < 24 hours |
| Low (P4) | Non-urgent inquiries or requests | Within 8 hours | < 3 business days |
Resolution times are target estimates and may vary based on complexity, client dependencies, and third-party involvement.
4. Non-Disclosure Agreement (NDA)
Security Professionals Group ensures that all interactions, documentation, system access, and communications during support engagements are handled with strict confidentiality.
- All client data and communications are covered under the Company's standard NDA, or a customised NDA as per the client's requirement.
- No sensitive data will be shared with third parties without explicit written consent.
- All staff involved in support are bound by internal confidentiality policies and signed NDAs.
If a specific NDA is required, please request it via email at info@securitypro.com.au.
5. Support Process
- Ticket Submission — Clients can raise tickets through email, phone, or client portal.
- Acknowledgment — A support agent will acknowledge the request and assign a ticket ID.
- Investigation — The technical team will investigate and resolve the issue according to SLA.
- Resolution and Feedback — Once resolved, the client will be informed with a summary. Feedback is encouraged.
6. Escalation Procedures
If a client is not satisfied with the progress of an issue, it can be escalated through:
- Level 1: Support Team Lead
- Level 2: Support Manager
- Level 3: Executive Account Manager or Assigned Project Lead
Escalation contacts will be included in your onboarding documents.
7. Client Responsibilities
To enable effective support, clients are expected to:
- Provide accurate and detailed information about the issue.
- Maintain valid access credentials.
- Cooperate with our support team when performing troubleshooting.
- Notify us of any changes to system environments that may impact services.
8. Changes to Support Policy
Security Professionals Group reserves the right to update this Support Policy as necessary. Updates will be communicated to clients through email or the client portal.
9. Contact for Support
Security Professionals Group Pty Ltd
Greygum Rise, Kenwick, Perth – WA 6107, Australia
Email: info@securitypro.com.au
Phone: +61 8 6186 3097