c1 Adjudicated Service Desk Program
Secure. Compliant. Customer-Centric.
Introducing the Ultimate Solution to Streamline Secure IT Support
As a modern organization serving U.S. Federal and Defense customers, you know that compliance is non-negotiable—but neither is customer experience. That’s why c1secure’s FedRAMP Adjudicated Service Desk is engineered to deliver best-in-class IT support that meets the strictest government compliance standards while ensuring fast, effective resolution of your most complex technical issues.
This isn’t just another help desk—it’s your competitive advantage in regulated environments.
Key Capabilities and Differentiators
Fully Adjudicated U.S. Citizen Staff
c1secure’s support team comprises only U.S. citizens, fully compliant with FedRAMP, DISA, and DoD requirements for production system access. Each team member undergoes rigorous background and citizenship verification, ensuring eligibility to support systems handling Controlled Unclassified Information (CUI), DoD IL2–IL5 workloads, and FedRAMP High environments.
Secure Escalation Across the ATO Boundary
Our model ensures that only authorized personnel—never offshore or foreign nationals—interact with production environments. Escalations from Tier 1 and Tier 2 support are carefully routed through c1secure’s adjudicated staff before reaching engineering teams who may reside outside the ATO boundary or in foreign jurisdictions. This ensures:
- No violations of access control or jurisdictional sovereignty
- No expansion of your ATO boundary
- Sustained engineering velocity with compliant support
Flexible Deployment: BYO or GCC-Hosted ServiceNow
Operate the adjudicated service desk from your own ServiceNow instance, or leverage c1secure’s fully managed instance hosted in a U.S.-based Government Community Cloud (GCC). Both options deliver end-to-end encrypted, auditable, and FedRAMP-compliant support management.
Excellence in Execution
- Expert Personnel. Rapid Resolution.
Our service desk is staffed by highly trained professionals with deep expertise across cloud platforms, infrastructure, and enterprise applications. Each technician is equipped to:
- Rapidly identify and triage issues
- Minimize support wait times and ticket churn
- Ensure seamless, secure handoff when escalation is required
- Rapidly identify and triage issues
- Training & Onboarding Customized to You
Each support specialist is trained on your specific service portfolio and customer base. Whether handling cloud support, end-user troubleshooting, or interfacing with government mission owners, our team brings consistency, professionalism, and technical fluency. - Streamlined Escalation Management
From Tier 1 intake to Tier 2 troubleshooting to Engineering team escalation, we provide a clearly defined escalation matrix:
- Service-level agreements (SLAs) tailored to your customer’s mission urgency
- No compromise to boundary controls or data protection
- Audit-ready activity logging for transparency and compliance
- Service-level agreements (SLAs) tailored to your customer’s mission urgency
Use Cases & Ideal Customers
| Customer Type | Need | How c1secure Helps |
| Cloud Service Providers (CSPs) | Meet FedRAMP & DoD access controls without disrupting engineering operations | Provide support with adjudicated staff while keeping engineering offshore |
| Defense Industrial Base (DIB) Members | Secure production access in support of CUI workloads | Maintain sovereignty and IL2–IL5 access separation |
| SaaS Providers Seeking ATO | Need to establish secure, compliant Tier 1/2 support as part of an ATO submission | Deliver ServiceNow-native support that meets ATO expectations |
| Agencies or Integrators | Require trusted partners for Tier 1/2 support within shared security models | Enhance mission assurance with U.S.-cleared personnel only |
Why c1secure?
- Built for Compliance: FedRAMP, DISA, CMMC Level 2, and DoD IL-ready
- Supports Global Engineering Models: Without boundary violations
- Powered by ServiceNow: Fully integrated into IRM, SecOps, and ITSM
- Available 24x7x365: For mission-critical systems and urgent incident response
- Scalable and Modular: Tailor to your contract, customer base, or system environment
Support Scale & Capacity Planning Model
c1secure helps each CSP or DIB partner right-size their service desk by using a proven volume-based staffing formula aligned to ticket load, peak hour coverage, and escalation requirements.
Baseline Support Modeling Assumptions:
| Metric | Definition | Example |
| Total Monthly Tickets | All inbound tickets (email, phone, portal) | 1,500 |
| Peak Concurrent Sessions | Max simultaneous live agent interactions | 12 |
| Tier 1/Tier 2 Split | Typical ratio of front-line to escalation | 85/15 |
| First Contact Resolution (FCR) Target | % of tickets resolved at Tier 1 | ≥75% |
| Average Handle Time (AHT) | Time to resolve one ticket | 12–15 mins |
| Support Hours | Standard: 8×5; Premium: 24x7x365 | Premium |
Staffing Guidelines
| Monthly Ticket Volume | Recommended Staffing | SLA Tier |
| < 1,000 | 1 Tier 1, Shared Tier 2 Pool | Standard SLA |
| 1,000 – 5,000 | 2–3 Tier 1, 1 Tier 2 | Enhanced SLA |
| 5,000 – 15,000 | 4–6 Tier 1, 2 Tier 2 | Premium SLA |
| > 15,000 | Custom plan, dedicated team | Enterprise SLA |
Note: All staffing assumes full adjudication (U.S. citizen, Clearances as required) and ServiceNow-certified agents. Optional 12-hour or 24-hour support windows are available.
Service Level Agreement (SLA) Matrix
c1secure offers multiple SLA tiers tailored to mission urgency and compliance needs:
| SLA Tier | Support Hours | Response Time (P1/P2/P3) | Resolution Target | Escalation Path |
| Standard | 8×5 Business Hours | P1: 2h / P2: 4h / P3: 1 Biz Day | P1: 1 Day / P2: 2 Days | Tier 2 only |
| Enhanced | 12×7 Support Window | P1: 1h / P2: 2h / P3: 4h | P1: 12h / P2: 1 Day | Tier 2 & Eng |
| Premium | 24x7x365 | P1: 30m / P2: 1h / P3: 2h | P1: 4h / P2: 12h | Tier 2 & Eng |
| Enterprise | 24×7 Dedicated | Custom SLA terms | Custom terms | Custom path, TAM included |
Monthly Pricing Model
Pricing is based on ticket volume, SLA tier, and operating hours. The following sample pricing is indicative and assumes U.S.-based, fully adjudicated, ServiceNow-integrated operations:
Sample Monthly Pricing Tiers
| Plan | Monthly Tickets | Support Hours | SLA | Monthly Fee (USD) |
| Starter | < 1,000 | 8×5 | Standard | $15,000 |
| Growth | 1,000–5,000 | 8×5 or 12×7 | Enhanced | $25,000–$45,000 |
| Mission Ready | 5,000–15,000 | 24×7 | Premium | $60,000–$90,000 |
| Enterprise | > 15,000 or DoD IL5 | 24×7, Dedicated Staff | Enterprise | Custom Quote |
Add-On Services:
- GCC-Hosted ServiceNow Instance: +$5,000/month
- Custom Knowledge Base/Runbook Creation: +$3,500 setup, then $500/month
- ServiceNow IRM or SecOps Integration: Custom SOW
- TAM & QBR Support (Quarterly): +$2,000/month
Explore our c1 POAM Generator for complementary FedRAMP automation.
Learn more about ServiceNow IT Service Management best practices
Agentic AI-Enhanced Support: Smarter, Faster, Leaner
c1secure’s adjudicated service desk isn’t just secure—it’s intelligent.
By integrating Agentic AI capabilities into our fully managed support operations, c1secure brings next-generation automation, decision-support, and workflow optimization to the traditionally human-intensive support function. This results in:
- Faster Time to Resolution
- Agentic AI handles initial triage, enrichment, and categorization of all incoming tickets in real time
- Prioritization of high-severity incidents based on customer impact and environment sensitivity (e.g., IL5 or CUI)
- Suggested actions, KB article links, and potential remediation paths are embedded directly into Tier 1 workflows
- Agentic AI handles initial triage, enrichment, and categorization of all incoming tickets in real time
- Precision Escalation and Routing
- Dynamic escalation logic evaluates:
- Severity
- SLA tier
- Historical resolution paths
- Mission/system criticality
- Escalations are auto-routed to the appropriate Tier 2 or engineering team with enriched context, reducing handoff times and resolution loops
- Dynamic escalation logic evaluates:
- Continuous Optimization and Learning
- Agentic AI continuously learns from historical tickets, resolutions, and escalation patterns to:
- Recommend automation opportunities
- Identify recurring issues for knowledge base expansion
- Suggest support process improvements or workflow reconfiguration
- Reduces ticket volume over time through predictive issue mitigation
- Agentic AI continuously learns from historical tickets, resolutions, and escalation patterns to:
- Cost Optimization and Predictable Scaling
- AI-driven automation reduces the need for manual Tier 1 labor over time
- Enables flat-fee support models to remain sustainable as support volume increases
- Helps CSPs and DoD contractors scale operations without linear increases in headcount or cost
- AI-driven automation reduces the need for manual Tier 1 labor over time
- Secure, Compliant AI Workflows
- All Agentic AI activities operate within the c1secure-managed ATO-boundaried ServiceNow instance
- Full logging, audit trails, and AI agent transparency ensure compliance with:
- FedRAMP audit requirements
- NIST 800-53 audit & accountability controls (AU-2, AU-6, AU-12)
- AI governance requirements emerging under EO 14110 and DoD AI ethical frameworks
- All Agentic AI activities operate within the c1secure-managed ATO-boundaried ServiceNow instance
Agentic AI Value
| AI Capability | Business Benefit | Compliance Alignment |
| Triage & Categorization | Faster response time | Improves IR-5, IR-6 |
| Contextual Escalation | Reduces engineering burden | RBAC/least privilege controls |
| Knowledge Automation | Self-service and Tier 1 FCR gains | IR-7, SI-4 |
| Root Cause Prediction | Proactive incident prevention | Supports RMF and POA&M reduction |
| Audit Logging of AI Activity | Transparent decisioning | Meets AI assurance and NIST AU controls |
Putting It All Together: Your Smart, Secure, Scalable Support Partner
c1secure’s FedRAMP Adjudicated Service Desk with Agentic AI offers the best of both worlds:
- Fully compliant, U.S. citizen adjudicated staff
- Clear SLA guarantees and flexible deployment models
- Scalable pricing that aligns with growth
- Agentic AI enhancements that cut time, cost, and ticket volume over time
Whether you’re a CSP with offshore engineering, a DIB prime contractor, or a DoD platform provider, c1secure empowers you to deliver mission-aligned, AI-augmented support while exceeding compliance mandates.
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