(41) 99193-1264
By Interest_
By Segment_
(41) 99193-1264
By Interest_
By Segment_
From day-one deployment to defense under attack, Teletex runs the IT and security operations behind your environment: monitored, maintained, and defended 24/7. Risk becomes predictability, and your team gets back to looking ahead.
Your attack surface keeps growing: hybrid cloud, more endpoints, more vendors. Your team is lean and spends the day putting out fires. And when the board asks "are we protected?", the honest answer shouldn't be "we think so."
Nights and weekends go by with no one watching. Incidents happen, and nobody measures MTTD.
The operation depends on internal heroes. Every specialist who walks out the door is a risk nobody wants to own.
One more console to watch, one more integration to maintain. The next problem is hiding in the noise.
Intelligent services for complex challenges_
Prime Services is Teletex's managed services portfolio. One partner to deploy to spec, run without downtime, defend under attack, and scale with the right people. One method, certified specialists, and technology that sees your entire environment.
Standardized rollouts across the Americas, no rework, with as-built documentation.
PRIMEDEPLOY →A single point of contact and 24/7 monitoring with measured MTTR, MTTA, and MTTD.
PRIMESD · NOC & PRIMEMS · PRIMEVIS · PRIMEIaaS →A 24/7 SOC with 15-minute detection and committed MTTR. Vigilance that never sleeps.
SOC & PRIMEMSS →Certified specialists on demand, through block hours or dedicated staffing.
PRIMEHORAS · PRIMEOUTSOURCING →Every reliable operation starts with a flawless deployment. Rollouts across the Americas, executed once and done right, on a predictable timeline and with as-built documentation, so nothing depends on improvisation later.
Rollouts across the Americas, executed once and done right, from kickoff to as-built.
Service Desk, NOC, and observability keep your services available, with a single point of contact and metrics you can track: MTTR, MTTA, and MTTD. A standardized, monitored operation is already a smaller risk surface.
You can already see where your operation gets lighter. Want to map that onto your environment?
Get an assessment
Before taking over what keeps you up at night, a partner has to prove it already runs critical environments, with method, certified people, and recognition from those who know the space.
Awards that attest to deep technical expertise in security and architecture. It's the same team defending your environment.
The Teletex SOC takes on exactly what keeps you up at night: continuous vigilance. 24/7 monitoring across SIEM, EDR, firewall, IDS/IPS, and cloud, with detection engineering and incident response. Real evidence on screen, not adjectives.
| Severity | MTTD · Detection | MTTA · Acknowledgment | MTTC · Containment | MTTR · Recovery |
|---|---|---|---|---|
| P1 · Critical | 15 min | up to 15 min | up to 1 h | 1 h 30 min |
| P2 · High | 15 min | up to 15 min | up to 2 h | 2 h 30 min |
| P3 · Medium | 15 min | up to 30 min | up to 3 h | 3 h 45 min |
| P4 · Low | 15 min | up to 1 h | up to 4 h | 5 h 45 min |
Every ticket escalates through the right path, with severity-based response times committed in contract. No black box: you know who responds, how fast, and against which target.
| Type | First response | Critical alarm | High | Medium | Low | Target |
|---|---|---|---|---|---|---|
| Events | 15 min | 1 hour | - | - | - | 90% |
| Incidents | - | - | 4 calendar hrs | 12 calendar hrs | 24 business hrs | 90% |
| Requests | - | - | 24 calendar hrs | 48 business hrs | 48 business hrs | 90% |
| Problems | RCA within 7 days* | - | - | - | - | 7 days |
| Change | - | N/A | - | - | - | N/A |
*After incident resolution. Service Desk: first response starts the moment the phone is answered. Request SLAs follow the catalog defined with each client. After vendor escalation, no definitive resolution time applies.
Total outage or a serious failure in an essential service. Immediate response and cross-team mobilization.
Significant impact, with partial functionality or a relevant group of users affected.
No business impact, covered by contingency with temporary workarounds.
No noticeable impact on end users.
Requests that don't interrupt service (access, user creation, administration).
A conversation with our SOC team shows, in your environment, how to put your operation under 24/7 monitoring with a committed MTTR.
Talk to the SOC team
Not every demand spike justifies a full-time hire. Scale your team's capacity with people who already run critical environments, through block hours or dedicated staffing.
A conversation with a Teletex specialist is the natural next step. No strings attached, focused on your environment.
