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By Cian Fitzpatrick | 27th April 2026
Email is the backbone of modern business communication. It carries contracts, decisions, sensitive data and everyday conversations that keep organisations moving. Without email, business comes to an abrupt halt.
So when something interrupts that flow, the impact is immediate.
This is why service in email security has to go beyond timelines. It requires understanding what is at stake for the customer.
Topsec’s approach reflects this. Behind every SLA is a team that monitors systems continuously, detects unusual behaviour early and responds to issues as they emerge. Not just when they are reported! We’ve had many experiences where we know about a problem before our client does.
This proactive mindset changes the experience for customers. Instead of waiting for a problem to escalate, many issues are identified and addressed before they are even visible externally.
One of the defining features of Topsec’s service is that support is not treated as a separate function. It is built into the architecture of the platform itself.
The email security service is continuously monitored through a central operations environment, with alerting systems designed to flag anomalies in real time.
This means the support team is not starting from scratch when an issue arises. They already have visibility. They already understand the environment. They are already engaged.
We also work to a standard in our SLA to solve any issues for our clients within 15 minutes. In late 2025, verified users reported queries being answered and resolved in as little as 10 minutes. And 89% of issues are resolved on first contact.
SLAs are often associated with response times, but they are deeply connected to continuity.
Topsec operates a tiered continuity model, with critical services such as email security designed to remain available without interruption, even during a contingency event. In fact, core functionality is designed to remain continuously available, with full service capability restored within 4 hours in extreme scenarios .
In practical terms, this means that in many scenarios, the need to rely on SLA response times is reduced because the service itself continues to function.
And when intervention is required, the systems and processes are already aligned to support rapid recovery without data loss or prolonged disruption.
SLAs will always play an important role in email security. They provide structure and accountability.
But the real measure of service is not found in the document itself.
It is found in how a provider shows up for its customers. Topsec takes this commitment seriously.
Contact us to find out more about how we could help your organisation. Our case studies provide further details on the work we do to support our clients.
