Managed Cybersecurity Transformation for Stronger Threat Protection

Global SaaS organization achieves 96% SLA and maintains 100% compliance certifications with comprehensive managed security and service desk operations

About the Client

Outsell is a global SaaS organization operating across the United States and United Kingdom. The company required a comprehensive security partner to manage endpoint security, compliance, and 24×7 user support across distributed cloud operations.

At a glance

Industry
Software-as-a-Service (SaaS)
Headquarters
United States and United Kingdom
Products & services
Cloud-based solutions, enterprise software, SaaS operations
Challenge
Implement managed security across global SaaS operations.

Success highlights

  • 96% SLA achievement across service desk operations
  • 873 total tickets handled (incidents, requests, service activities)
  • 58% reduction in endpoint and email-based security incidents
  • 100% compliance certifications achieved and maintained
  • Stable, audit-ready security operations enabling growth

The challenge

Corporate meeting

Enterprise-scale security across global cloud operations

Managing security, compliance, and coverage across two countries

Outsell faced critical challenges managing enterprise-scale endpoint security and regulatory compliance across two countries with a global SaaS infrastructure. Limited internal capacity, growing threats targeting SaaS operations, and inconsistent compliance certifications created material security and operational risk.

The organization also lacked structured vulnerability management and 24×7 security coverage across US and UK time zones, making it increasingly difficult to maintain continuous protection, compliance readiness, and operational resilience across its global cloud operations.

Our approach

Integrated security partner with 24×7 global coverage

Teceze implemented an integrated Managed Security Service model combining threat detection, compliance infrastructure, and 24×7 operations optimized for SaaS operations. The engagement consolidated EDR/XDR, vulnerability management, compliance certification, email security, and service desk operations into a unified offshore-led delivery model.

The integrated security approach included:

Endpoint Detection and Response (EDR/XDR)

Proactive threat monitoring with a SaaS-specific focus.

Vulnerability and Patch Management

Rapid remediation cycles aligned with SaaS update schedules.

Compliance Certification and Audit Support

Cyber Essentials and Cyber Essentials Plus maintenance and audit support.

Email Security and Phishing Defense

Advanced filtering optimized for a cloud-first workforce.

Governance and reporting cadence

A structured governance model provided consistent visibility across security performance, threat activity, compliance status, and business priorities, ensuring issues were identified and addressed proactively.

Cadence Activity Participants
Weekly SLA and performance reviews Teceze ops lead + Outsell IT manager
Monthly Security incident and threat analysis Teceze security director + Outsell CISO
Quarterly Business review and compliance status Teceze leadership + executive steering
Annual Contract review and renewal planning Executive level negotiation
The results

Four years of measurable improvement in managed security

Outsell achieved stable, sustainable managed security with four years of measurable improvements across threat detection, compliance, and operational metrics. The 58% incident reduction reflects effective detection and employee awareness, while 100% certification maintenance demonstrates audit-ready operations supporting SaaS growth.

96% SLA achievement across service desk operations
873 Total tickets handled
58% Year-over-year reduction in security incidents
100% Compliance certifications achieved and maintained
4 years Of measurable managed security improvements
Audit-ready Stable security operations enabling SaaS growth

What the client says

“The professionalism and dedication of the Teceze team in managing our complex SaaS compliance requirements across two countries was exceptional. They understood the cloud infrastructure environment and delivered consistent, audit-ready operations that enabled our product teams to focus on innovation.”

— CISO, Outsell

Delivery partnership

How Teceze delivers full-stack managed security for Outsell

Teceze provided full-stack delivery covering security operations, service desk operations, compliance infrastructure, and 24×7 support across the US and UK. Weekly SLA reviews, quarterly business reviews, and documented incident management ensured continuous alignment across global operations.

  • Embedded security operations team with EDR/XDR monitoring and threat response
  • Service desk operations with 24×7 coverage across US and UK time zones
  • Compliance infrastructure supporting Cyber Essentials and Cyber Essentials Plus certifications
  • SaaS-optimized incident management and change control processes
  • Clear escalation paths and communication protocols across global operations
Looking ahead

Scaling security capabilities as research operations grow

As research activities scale, the Teceze partnership provides continued operational excellence and evolving security capabilities to support growing teams, facilities, and research requirements.

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