What’s in an MDR SLA? Questions to Ask

Managed Detection and Response (MDR) services are becoming increasingly popular as businesses of all sizes seek to protect their digital assets from cyber threats. However, not all MDR services are created equal, and the level of protection you receive can vary greatly depending on the specifics of your Service Level Agreement (SLA). In this article, we will delve into the key components of an MDR SLA and provide you with essential questions to ask when evaluating potential providers.

Understanding MDR and SLA

Before we dive into the specifics of an MDR SLA, it’s important to understand what these terms mean. MDR stands for Managed Detection and Response. It’s a service provided by cybersecurity companies that combines technology and human expertise to identify, investigate, and respond to threats on a company’s network.

An SLA, or Service Level Agreement, is a contract between a service provider and a customer that specifies the level of service that the customer should expect. It sets out the metrics by which the service is measured, as well as remedies or penalties should the service levels not be achieved.

Key Components of an MDR SLA

While the specifics of an MDR SLA can vary from provider to provider, there are several key components that you should expect to see. These include:

• Service Scope: This outlines the services that the provider will deliver, including threat detection, response, and remediation.
• Performance Metrics: These are the standards by which the provider’s performance will be measured. They might include response times, resolution times, and detection accuracy.
• Responsibilities: This section details the responsibilities of both the provider and the customer.
• Penalties and Remedies: If the provider fails to meet the agreed-upon service levels, this section outlines the penalties or remedies that will apply.

Questions to Ask When Evaluating an MDR SLA

When evaluating an MDR SLA, there are several key questions that you should ask to ensure that you’re getting the level of service you need. These include:

• What is the scope of the service? You need to understand exactly what services are included in the agreement. Does it cover only detection, or does it also include response and remediation?
• What are the performance metrics? How will the provider’s performance be measured? What are the expected response and resolution times?
• What are the provider’s responsibilities? What will the provider do in the event of a security incident? What are their responsibilities in terms of communication and reporting?
• What are the penalties for non-compliance? If the provider fails to meet the agreed-upon service levels, what penalties or remedies will apply?

Case Study: Evaluating an MDR SLA

To illustrate the importance of these questions, let’s consider a hypothetical case study. Company A is a small business with limited IT resources. They decide to contract with an MDR provider to protect their network. The provider’s SLA includes the following:

• Service Scope: The provider will monitor Company A’s network for threats 24/7 and will respond to any detected threats within 1 hour.
• Performance Metrics: The provider guarantees a threat detection accuracy rate of 99% and a response time of 1 hour.
• Responsibilities: The provider will notify Company A of any detected threats and will take immediate action to contain and remediate the threat.
• Penalties and Remedies: If the provider fails to meet the agreed-upon service levels, Company A will receive a 10% discount on their next monthly bill.

By asking the right questions and understanding the specifics of the SLA, Company A can ensure that they’re getting the level of service they need to protect their network.

Conclusion

When it comes to MDR services, the details of the SLA can make a significant difference in the level of protection you receive. By understanding the key components of an MDR SLA and asking the right questions, you can ensure that you’re getting the service you need. Remember, the goal is not just to find a provider, but to find a partner who will work with you to protect your digital assets from the ever-evolving landscape of cyber threats.