Managed SOC / Security Providers (SMB) - Incidents & Escalations Planfix CRM and Project Management System

Managed SOC / Security Providers (SMB) - Incidents & Escalations

Keep SMB incidents and escalations under control in one workspace so you protect SLAs, cut noise, and prove value with evidence.

Start managing incidents in Planfix
Keep Incidents and Escalations Under Control — Managed SOC / Security Providers (SMB) - Incidents & Escalations

Keep Incidents and Escalations Under Control

Turn every alert, client request, and escalation into a structured task. Planner boards, AI Dataminer, Summarizer, and report ready data tags give you one live picture of incidents and work across all SMB clients.

Planner and queues

Capture Every Signal

Collect alerts, client reports, and calls into one incident queue per client and per shift.

Standardize Triage

Guide analysts through the same triage, enrichment, and classification steps so decisions match across shifts.

Orchestrate Response

Run containment, remediation, and escalations as clear task chains for your team and for client IT.

Start with a Simple Win — Managed SOC / Security Providers (SMB) - Incidents & Escalations

Start with a Simple Win

Route incident signals into one place without changing your SIEM or EDR. Email to ticket, channel to task, and telephony linked tasks create or update cases automatically so nothing hides in side channels.

Create tasks from signals

One Live Incident Board

AI Enriched Incidents

Evidence Ready Reporting

One Live Incident Board — Managed SOC / Security Providers (SMB) - Incidents & Escalations

One Live Incident Board

See critical incidents across all clients on one Planner board with clear owners and SLA timers.
Move cards between conditional lists to update severity, owner, and priority in one drag.
Switch between list, calendar, and schedule views to support different analyst workflows.
Planner in Planfix
AI Enriched Incidents — Managed SOC / Security Providers (SMB) - Incidents & Escalations

AI Enriched Incidents

Add AI Dataminer to parse comments and logs into fields like severity, asset, and root cause.
Use Summarizer to keep a live brief of current status, actions taken, and next steps.
Stop retyping details and reduce analyst fatigue on noisy or long running cases.
Planfix AI agents
Evidence Ready Reporting — Managed SOC / Security Providers (SMB) - Incidents & Escalations

Evidence Ready Reporting

Log key metrics and decisions as data tags on tasks and projects, ready for reports.
Use Project Totals to roll up volume, MTTA, MTTR, and escalations per client.
Enter QBRs with numbers and incident evidence already aligned, not rebuilt in spreadsheets.
Reporting in Planfix

Fewer Missed Incidents

Central queues with ownership, history, and SLA tracking reduce missed or late incidents across all clients.

Consistent Investigations

Shared workflows and structured notes mean analysts see the same context and leave reusable evidence.

Faster Response

Break down work into assigned steps for internal teams and client IT with timers and due dates.

Cleaner Reviews and Audits

Data tags and Project Totals give clear QBRs and audit trails without manual data collection.

Signs you need a better incident backbone

Signs you need a better incident backbone — Managed SOC / Security Providers (SMB) - Incidents & Escalations

Scattered alerts

Signals live in many tools and chats so no one sees a clear incident queue or ownership.
Signs you need a better incident backbone — Managed SOC / Security Providers (SMB) - Incidents & Escalations

Painful reporting

Before service reviews you rebuild incident statistics by hand and still doubt the numbers.
Signs you need a better incident backbone — Managed SOC / Security Providers (SMB) - Incidents & Escalations

Invisible effort

Clients do not see your real work, escalations depend on memory, and evidence stays fragmented.
How Planfix Supports Your SOC — Managed SOC / Security Providers (SMB) - Incidents & Escalations

How Planfix Supports Your SOC

Capture signals from SIEM exports, email, chat, and calls into one incident register per client. Use custom fields, status sets, and Planner lists for triage and classification then drive runbooks as task templates and checklists with timers and proof.

Create SOC solutions

Calm Control on Shifts

See the full queue, who owns each step, and which incidents need action right now.

Confident Service Reviews

Numbers and narratives match because reports use the same data analysts create while working incidents.

Scalable Operating Model

New analysts and new SMB clients plug into the same structure instead of improvising every time.

Worried About Disruption
Start by using Planfix as a central queue while your SIEM and EDR stay the same.
Workflows Feel Too Specific
Model your incident types, clients, and playbooks with no code objects, fields, and directories.
Afraid of a Black Box
Use roles, audit trails, and activity logs so every change, access, and escalation stays traceable.

Shared Inboxes and Chats

Turn every message into a tracked task linked to the incident and the client record.

Generic Help Desks

Shape status sets, Planner boards, and AI agents around how your SOC actually works.

Spreadsheets at Scale

Replace ad hoc sheets with data tags, Project Totals, and dashboards built on live incident data.

Planfix integrates with your SOC stack

Connect SIEM exports, email, messengers, telephony, calendars, maps, and automation platforms into one incident backbone.

Telegram
Google drive
Google sheets
Google calendar
Gmail
Make
OpenStreetMap
Viber
VirtualPBX
WhatsApp
Zapier
See all integrations

Replace patchwork tools with one incident backbone

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