AVeS Cyber Security shifts the IT security paradigm

Local security solutions and services provider AVeS Cyber Security has shifted its business model to accommodate a diverse and effective call centre and help desk. With the focus on customer service and interaction, the company aims to be the number one security product, service and delivery partner for the market.

As an organisation, AVeS has traditionally leveraged off a commodity-based shifting model. The model has now been significantly changed and the company has entered into a service-oriented dimension based on the development of customer-centric relationships and partnerships.

"We have established a call centre function where all activities get logged and centrally managed with various escalation procedures attached. We have deployed a helpdesk who perform first-line support based on the organised efforts of generalised ISS support technicians. A second level of specialist performing product specific support, and a third line of security engineers to cope with integrated IT and ISS issues," explains Olaf du Randt, Technical Manager at AVeS Cyber Security.

According to Du Randt, the IT and ISS market has traditionally sold maintenance on products but effectively only delivered product `upgrade protection`. The company is encouraging its current and prospective clients to sign on to a maintenance agreement for ISS support with defined measurable deliverables in terms of product and technical support.

"We envisage a redefinition of the maintenance contract as far as support levels are concerned. AVeS are in the process of defining technical details, measurement criteria and price structures. What we have in mind are multiple support offerings - Gold and Platinum agreements. AVeS will establish certain deliverables in terms of installation, product support, generalised calls, on site, and access to updates and information.

This is really about prioritising the client base - the higher a customer prioritises a maintenance agreement, the better support they will receive. The good thing about this is that the market will determine for itself how the level of support required while balancing cost and risk.

At the end of the day we encourage being a push function to client, not having the client be a pull function to us," says Du Randt.

AVeS Cyber Security is keen to dispel the notion that it is possible to acquire a solution that can simply be plugged in and instantaneously secure the environment. According to Du Randt, it is always necessary to tweak the solution according to business requirements and make sure all surrounding dynamics are taken into consideration.

"There is no such thing as a silver bullet in this industry. There will always be customers who simply `want the box` and will install and manage the solution themselves. Although we do support this customer in what is essentially a product offering, we would not advocate this route because of the shift in our focus.

In the small to medium-sized space, it is impossible to keep track of and manage all the IT security threats impacting on the organisation. Most of the companies within this profile typically do not have a dedicated person appointed to handle ISS. And even with a dedicated person assigned it is not possible to stay up to date with all the threats. As a result of this significant oversight, networks are left wide open and the level of vulnerability is astounding. The expertise and background required to protect all of the info assets within the organisation takes teams of dedicated specialist, says Du Randt.

We are not aggressively structuring this process - we are more concerned with creating a mind shift in the industry, and establishing a relationship with the customer," says Du Randt.

"If one had to pick an analogy to represent this approach, then I would say `If support is offered for free, perhaps the service level is suspect`. We want to deploy the highest level of skills and this costs money. If security is of prime importance to a business, it must make the investment. We want to establish a core competency representing the best the industry has to offer - that is our differential quality."