Quality at Mo Tech Security

Last updated: August 25, 2025

At Mo Tech Security we are committed to delivering reliable, efficient, and high-quality services that meet our clients' needs and industry best practices. Our Quality Management program governs how we plan, deliver, measure and improve every service we provide — from managed hosting and security operations to training and development.

Quality objectives

  • Deliver excellence: Provide services that meet or exceed client expectations.
  • Ensure reliability: Keep systems available and performing according to agreed SLAs.
  • Continuous improvement: Iterate on processes, tools, and outcomes to adapt to changing client needs.

Quality management system (QMS)

Our QMS formalises policies, responsibilities, and processes to consistently deliver quality outcomes:

  • Documented policies and operating procedures for core services.
  • Defined roles and responsibilities for quality ownership and escalation.
  • Training programs and competency checks to keep staff current with procedures and tools.
  • Periodic management reviews to validate objectives and resource allocation.

Quality control & assurance

We apply a mix of preventative and detective controls to ensure service quality:

  • Service Level Agreements: Clear SLAs and acceptance criteria defined per engagement.
  • Performance metrics: Uptime, latency, change success rate, incident MTTR and other KPIs tracked against targets.
  • Change control: Controlled deployment processes with peer review, testing, and rollback plans.
  • QA reviews: Structured acceptance testing, code reviews, and post-deployment verification checks.

Measurement & reporting

We monitor, measure, and report quality using objective metrics and dashboards:

  • Regular operational reports for customers (uptime, incidents, patching status).
  • Internal dashboards for engineering and leadership showing trending KPIs and alerting on regressions.
  • Root-cause analysis (RCA) after incidents with actions and owners tracked to closure.

Continuous improvement

Continuous improvement is embedded into our workflow:

  • Collect feedback from customers and internal teams after each delivery cycle or incident.
  • Run regular retrospectives and incorporate lessons learned into playbooks and automation.
  • Adopt tooling and automation to reduce manual steps and human error.

Roles & accountability

Quality is a shared responsibility. Key roles include:

  • Service Owners: accountable for meeting SLAs and continuous improvement within their service.
  • Quality & Compliance Team: maintains QMS documentation, runs audits, and coordinates certifications.
  • Engineers & SOC: implement and validate controls, perform testing, and respond to incidents.

Customer feedback & escalation

We value client feedback and provide clear escalation paths:

  • Primary support channels for day-to-day issues and service requests.
  • Formal escalation matrix for unresolved issues or SLA disputes.
  • Customer satisfaction surveys and periodic review meetings to align expectations.

Supply chain & vendor quality

Supplier and vendor quality is part of our quality program — third-party services are assessed, monitored, and held to contractually defined SLAs and quality gates.

Audits, certifications & continuous compliance

We pursue appropriate certifications and internal audits where applicable. Customers may request evidence of compliance (NDAs may apply) and we provide audit-ready documentation as required.

Contact & inquiries

If you have questions about our quality program, would like a copy of operational KPIs, or wish to raise a quality concern, contact us:

Mo Tech Security is committed to continual improvement — we measure what matters and act on it. Thank you for trusting us to deliver secure and reliable services.

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