Round-the-clock protection for Credit Unions — covering critical system failures and cyber incidents outside standard business hours.
Why 24/7 Support Matters
The Challenge
Cyber threats, system outages, and operational risks increasingly occur outside standard business hours. Businesses must be capable of addressing critical incidents without delay.
Credit Unions face growing pressure for Infrastructure Resilience in line with the Central Bank of Ireland's Thematic Review, CBOI operating guidelines, and future DORA compliance requirements.
The Solution
NSSL's 24/7 Support supplements the existing Azure cloud environment and Huntress cyber response — covering server disruption within the network and incidents that could escalate into major cyber events.
This service minimises system downtime and reduces the risk of cyber events impacting business operations, reporting, and management time.
What's Covered: In Scope
Critical Server Cover
Support for servers that go offline due to RAM errors, disk full, CPU spikes, OS crashes, or network/firewall issues — including Domain Controllers and Progress Banking servers.
Customer-Identified Cyber Incidents
Support for incidents not covered by Huntress — such as lost/stolen devices, suspicious messages, or employees clicking on malicious links.
Azure Cloud Environment
While Azure provides physical resilience, server-level issues can still occur. This service bridges that gap with senior engineering support around the clock.
What's Not Covered: Out of Scope
Actual Cyber Attacks
Huntress handles active attacks — automatically containing identities and isolating endpoints. If Huntress shuts down a server, the On-Call Engineer will not restart it until a full review with the wider NSSL team and customer the following morning.
Minor Server Reboots
If a server stops and restores itself within 15 minutes as part of an automatic reboot, no alert is triggered. This is part of the server's inbuilt protection.
Non-Critical Servers
Only servers identified as critical during onboarding are in scope. Non-critical servers going offline will not alert the 24/7 team — these are handled by the day shift as a priority.
Prerequisites to Avail of the Service
Be in the Cloud
Customers must be operating within the Microsoft Azure cloud environment.
Intune Enrolment
All devices must be enrolled in Intune to ensure conditional policy protection and enable NSSL to remotely access or wipe any device.
Designated Officials
1–2 designated officials within the client organisation must be contactable after hours for cyber and server communications.
Onboarding Process
The onboarding process is a structured collaboration between your Account Manager and NSSL's Senior On-Call Technical Engineer to ensure all systems, contacts, and alerts are correctly configured before go-live.
How It Works: Server Failures
Server Goes Offline
NSSL monitoring detects the outage. A 15-minute continuous offline window must elapse before an alert is triggered.
Engineer Alerted
The Senior On-Call Technical Engineer is contacted directly and begins troubleshooting immediately.
Remediation
The engineer resolves the issue and produces an Incident Report, emailed to the Service Manager for review the following morning.
How It Works: Cyber Incidents
Escalation Path
The designated official contacts the cyber escalation number and speaks directly with a member of the cyber response team, who reviews and triages the incident.
If senior engineering expertise is required, the issue is escalated to the on-call team who take full responsibility for resolution.
Incident Reporting
Every incident generates a full Incident Report covering:
- Time, date, and nature of the incident
- Actions taken and results
- Resolution and return to business as usual
- Issues arising and recommendations
The customer may request a follow-up call with the Account Manager and Service Manager to review.
Key Benefits
Regulatory & Compliance Readiness
Directly addresses CBOI resilience requirements and future DORA compliance by providing a structured, governed response model for out-of-hours critical incidents.
Complete Cyber Coverage
Supplements and complements Huntress to provide a complete solution for cyber risk — covering incidents that fall outside Huntress's automated response scope.
Deep Customer Familiarity
NSSL engineers have an average of 16 years' service and deep familiarity with each client's infrastructure — enabling faster triage and more effective incident response than any third-party provider.
Built for Credit Unions. Available Around the Clock.
NSSL's 24/7 Support service is staffed exclusively by senior engineers with long-term commitment to NSSL and deep expertise in the credit union sector — operating 365 days per year, day and night.
Years Avg. Service
Average tenure of the on-call engineering team as of 31/7/2026.
Always On
Round-the-clock coverage, 365 days per year.
Min Alert Window
Server must be offline for 15 continuous minutes before an alert is triggered.
NSSL 24/7 Support for Critical Infrastructure & Cyber Incidents