Security operations center
Security alerts don’t keep business hours
Automated tools surface suspicious activity. Trained security operations center (SOC) analysts review covered EDR and SIEM alerts 24 hours a day, 365 days a year, investigate what needs attention, and can help contain confirmed threats through managed EDR. Neatoware owns engineering follow-up under your plan’s response targets.
Covered scope: Silver includes managed servers. Gold and Platinum include managed servers and workstations. Bronze does not include managed SOC alert review.
From alert signal to follow-up
The SOC reviews and can contain. Neatoware engineers clean up and restore. Your help desk hours and plan response targets stay separate clocks.
Signal
Managed EDR and SIEM raise alerts from covered devices.
Triage
A SOC analyst reviews the covered alert and decides what merits escalation.
Contain
When a threat is confirmed on a managed-EDR device, the SOC may isolate that device from the network. Isolation limits spread.
Escalate
The SOC provides findings and recommended next steps to Neatoware.
Remediate
Neatoware investigates, cleans up, and coordinates recovery under your plan’s initial-response targets after appropriate coordination with you.
Document
Incident communications and follow-up after a confirmed escalation follow the reporting process for your plan.
Two clocks.
Security clock: SOC review of covered EDR and SIEM alerts runs 24 hours a day, 365 days a year on covered systems.
Engineering clock: Neatoware follow-up follows your plan’s response targets. Routine help desk is Monday to Friday, 9 AM to 5 PM ET. On Platinum, our Priority 1 response target is four hours, 24 hours a day, 365 days a year.
What SOC alert review gives you
Security signals
Managed EDR and SIEM generate alerts from covered servers and workstations. Those signals are the starting point for human review – not a raw feed dumped on your staff.
Less noise
Automation prioritizes suspicious activity so analysts can investigate the signals that matter. Your team hears about what needs attention instead of sorting every raw alert.
Human investigation
Trained SOC analysts evaluate covered alerts and decide whether further action is warranted. Automation supplies context; people make the call.
Containment options
When a threat is confirmed on a covered managed-EDR device, the SOC can isolate that device from the network, at any hour. See Endpoint Detection and Response.
Engineering ownership
Neatoware coordinates investigation support, cleanup, repair, and recovery under your plan’s response targets. See Plans.
Clear communication
Confirmed escalations come with findings and next steps. On Gold and Platinum, leadership receives a short monthly security summary as standard.
Which plans include SOC alert review
Compare SOC-related coverage across plans. Full plan details live on the Plans page.
| Feature | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|
| 24/7 SOC alert review (servers)* | Not included | Yes | Yes | Yes |
| 24/7 SOC alert review (workstations)* | Not included | Not included | Yes | Yes |
| EDR / SIEM review scope* | Not included | Covered servers | Covered servers + workstations | Covered servers + workstations |
| SOC isolation | – | Covered device | Covered device | Covered device |
| Help desk hours | Mon-Fri 9 AM-5 PM ET | Mon-Fri 9 AM-5 PM ET | Mon-Fri 9 AM-5 PM ET | Mon-Fri 9 AM-5 PM ET |
| Priority 1 after-hours initial response | Not included | Not included | Not included | Yes** (Priority 1 response target: 4 hours, 24 hours a day, 365 days a year) |
*24/7 SOC means security operations center review of EDR and SIEM alerts on covered systems – servers on Silver and up, workstations on Gold and Platinum. Bronze does not include ongoing managed EDR, SOC, or SIEM. **On Platinum, our Priority 1 response target is four hours, 24 hours a day, 365 days a year.
Where SOC alert review fits
Five related layers: how SOC fits with EDR, SIEM, and Help Desk.
Endpoint detection and response (EDR)
Collects endpoint activity and raises suspicious-behavior signals on covered devices. Supports containment actions such as device isolation. See Endpoint Detection and Response.
SIEM
Correlates logs and events across systems for broader context – servers on Silver; servers and workstations on Gold and Platinum. See SIEM.
SOC alert review
Trained analysts review covered EDR and SIEM alerts 24 hours a day, 365 days a year and decide which need escalation or containment.
Neatoware engineering
Investigates, cleans up, and restores after a SOC escalation or a help-desk request, on your plan’s response clocks. See Plans and Cybersecurity.
Help Desk
Routine support during published hours: Monday to Friday, 9 AM to 5 PM ET. See Help Desk.
Common questions
What does a security operations center do?
It reviews covered security alerts from managed EDR and SIEM, investigates suspicious activity, and decides what needs escalation or containment. When a threat is confirmed on a managed-EDR device, the SOC may isolate that device. Cleanup and restore stay with Neatoware.
Do we still need internal security responsibilities?
Yes. Your organization still needs decision-makers, escalation contacts, policy ownership, and timely approval where required. Neatoware and the SOC handle the services assigned to them. Your assigned account representative helps keep you informed.
Can the SOC contain a threat after hours?
For a confirmed threat on a covered managed-EDR device, the SOC can use containment actions, such as network isolation. Isolation is containment – it helps limit spread. Neatoware coordinates remediation after appropriate coordination with you.
Does 24/7 monitoring mean 24/7 help desk support?
No. Standard help desk hours are Monday through Friday, 9 AM to 5 PM ET on all plans. SOC alert review runs 24 hours a day, 365 days a year on covered systems. Platinum separately adds a four-hour Priority 1 response target, 24 hours a day, 365 days a year. See Help Desk and Plans.
Who removes the threat and restores the computer?
The SOC reviews alerts and may contain a device. Neatoware coordinates technical investigation, remediation, and recovery under your plan’s response targets.
What information will our leadership receive?
Customers receive incident communications and follow-up after confirmed escalations. On Gold and Platinum, leadership receives a short monthly security summary as standard.
Who decides which alerts matter?
Automated tools help sort the alerts. Trained SOC analysts review them and decide what to escalate. Neatoware follows up within your plan’s response targets.
Does the security operations center fix problems itself?
Not by itself. When a threat is confirmed on a device with managed EDR, the SOC can isolate that device from the network. Cleanup and repair are Neatoware’s job, following your plan’s response targets.
How fast does Neatoware respond?
The SOC reviews covered EDR and SIEM alerts on Silver, Gold, and Platinum 24 hours a day, 365 days a year. Neatoware’s own response follows your plan’s targets. On Platinum, our Priority 1 response target is four hours, 24 hours a day, 365 days a year. See Plans.
Endpoint Detection and Response · Help Desk · Plans · Cybersecurity
Know what is covered. Know who responds.
Silver covers managed servers; Gold and Platinum add workstations. Compare plans, run the pricing calculator, or book a call to map 24/7 SOC coverage and escalation responsibilities to the devices you depend on.