OT Managed Services

Command24: The OT support gap ends here.

OT infrastructure built on patchwork and guesswork is unsustainable. Command24 is our U.S.-based command center that supports your control systems, networks, and OT assets around the clock: troubleshooting issues, catching performance problems early, and helping you respond to threats. One call with GrayMatter covers everything from PLC to SCADA servers to proactive security alerts on your OT network, so you no longer rely on off-hours calls to your engineers for solutions.

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Command24: Turnkey OT Infrastructure Support

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From makeshift to mission-critical

U.S.-based command center with coverage whenever you need it, with 24/7/365.

Support available at every level of the Purdue model.

Two service lines and flexible options, built around your operation.

Rigorous onboarding to quickly operate with you “from the inside.”

Two service lines. One command center.

Command24 supports your operation in two ways. Start with the service line that fits your biggest gap, or combine both.

OT Automation Managed Services

Command24 Automation supports the control systems and operational software in your production environment. We troubleshoot what breaks at 2 a.m., plan patches and upgrades so they don’t disrupt uptime, and take on the inherited platforms few people know. Your team gets back to planning ahead instead of putting out fires.

OT Automation Managed Services — support comparison
Feature	Advisory SupportStrategic OT Support — Without the Overhead	Critical SupportBuilt for High-Uptime OT Environments	Proactive SupportCritical + Proactive support
Advisory SupportAccess to OT professionals who assist with architecture planning, upgrade roadmaps, operational improvements and industry best practices.	Included	Included	Included
Maintenance & Planning DiscussionsDedicated sessions to support your team with preventive maintenance planning, tech lifecycle strategy and long-term infrastructure goals.	Included	Included	Included
Change ManagementManual tracking of key system changes with light documentation to ensure alignment across internal teams and support future audits and upgrades.	Included	Included	Included
Monday – Friday: Event-Initiated ResponseMonday–Friday, 8 a.m. EST to 5 p.m. EST.	Included	Included	Included
Root Cause AnalysisAssist with RCA remotely or with on-site support to help uncover underlying issues and mitigate future risks.	Not included	Included	Included
Full Incident Case ManagementSupport requests are triaged and managed through defined workflows with response and resolution timelines based on priority level.	Not included	Included	Included
24/7: Connected Access24 hours, 365 days a year. Active support supplies GrayMatter engineers with remote access.	Not included	Included	Included
Proactive SupportPattern recognition: leveraging historical data, live interactions and system access to identify patterns and help anticipate future issues.	Not included	Not included	Included

Advisory Support

Strategic OT Support — Without the Overhead

Advisory SupportAccess to OT professionals who assist with architecture planning, upgrade roadmaps, operational improvements and industry best practices.: Included
Maintenance & Planning DiscussionsDedicated sessions to support your team with preventive maintenance planning, tech lifecycle strategy and long-term infrastructure goals.: Included
Change ManagementManual tracking of key system changes with light documentation to ensure alignment across internal teams and support future audits and upgrades.: Included
Monday – Friday: Event-Initiated ResponseMonday–Friday, 8 a.m. EST to 5 p.m. EST.: Included
Root Cause AnalysisAssist with RCA remotely or with on-site support to help uncover underlying issues and mitigate future risks.: Not included
Full Incident Case ManagementSupport requests are triaged and managed through defined workflows with response and resolution timelines based on priority level.: Not included
24/7: Connected Access24 hours, 365 days a year. Active support supplies GrayMatter engineers with remote access.: Not included
Proactive SupportPattern recognition: leveraging historical data, live interactions and system access to identify patterns and help anticipate future issues.: Not included

Critical Support

Built for High-Uptime OT Environments

Advisory SupportAccess to OT professionals who assist with architecture planning, upgrade roadmaps, operational improvements and industry best practices.: Included
Maintenance & Planning DiscussionsDedicated sessions to support your team with preventive maintenance planning, tech lifecycle strategy and long-term infrastructure goals.: Included
Change ManagementManual tracking of key system changes with light documentation to ensure alignment across internal teams and support future audits and upgrades.: Included
Monday – Friday: Event-Initiated ResponseMonday–Friday, 8 a.m. EST to 5 p.m. EST.: Included
Root Cause AnalysisAssist with RCA remotely or with on-site support to help uncover underlying issues and mitigate future risks.: Included
Full Incident Case ManagementSupport requests are triaged and managed through defined workflows with response and resolution timelines based on priority level.: Included
24/7: Connected Access24 hours, 365 days a year. Active support supplies GrayMatter engineers with remote access.: Included
Proactive SupportPattern recognition: leveraging historical data, live interactions and system access to identify patterns and help anticipate future issues.: Not included

Proactive Support

Critical + Proactive support

Advisory SupportAccess to OT professionals who assist with architecture planning, upgrade roadmaps, operational improvements and industry best practices.: Included
Maintenance & Planning DiscussionsDedicated sessions to support your team with preventive maintenance planning, tech lifecycle strategy and long-term infrastructure goals.: Included
Change ManagementManual tracking of key system changes with light documentation to ensure alignment across internal teams and support future audits and upgrades.: Included
Monday – Friday: Event-Initiated ResponseMonday–Friday, 8 a.m. EST to 5 p.m. EST.: Included
Root Cause AnalysisAssist with RCA remotely or with on-site support to help uncover underlying issues and mitigate future risks.: Included
Full Incident Case ManagementSupport requests are triaged and managed through defined workflows with response and resolution timelines based on priority level.: Included
24/7: Connected Access24 hours, 365 days a year. Active support supplies GrayMatter engineers with remote access.: Included
Proactive SupportPattern recognition: leveraging historical data, live interactions and system access to identify patterns and help anticipate future issues.: Included

OT Cyber & Network Managed Services

Two services, each answering a different question: Is your network healthy? Is anyone on it who shouldn’t be? OT Network Health Monitoring watches the infrastructure your control systems depend on, alerts on degradation, and trends performance, so a capacity problem shows up in a report instead of on a stalled line. Managed detection and response for OT (MDR) puts OT security experts on your detection platform around the clock to validate alerts, investigate threats, and rank your vulnerabilities by risk. Run either one, or both for complete coverage.

OT Cyber & Network Managed Services — support comparison
Feature	OT Network Health MonitoringKeep operations running	OT Managed Detection & ResponseKeep threats out	Complete CoverageNetwork Health + MDR, stronger together
24/7: Connected Access24 hours, 365 days a year. Active support supplies GrayMatter engineers with remote access.	Included	Included	Included
Infrastructure Health MonitoringContinuous monitoring of servers, virtualization, switches, firewalls, storage, historians, engineering workstations, and supporting network infrastructure.	Included	Not included	Included
Infrastructure Alerting & TroubleshootingAlerts on device failures, service outages, latency, interface errors, and backup issues, with troubleshooting support to resolve them.	Included	Not included	Included
Performance Trending & Capacity PlanningTrend analysis to spot performance degradation and plan for capacity constraints.	Included	Not included	Included
SLA Reporting & RecommendationsRegular reporting on availability and performance, with actionable recommendations for your infrastructure.	Included	Not included	Included
OT Threat MonitoringContinuous monitoring of PLCs and RTUs, HMIs, industrial networks, OT servers and workstations, and IoT and rogue devices for vulnerabilities, behavioral anomalies, unauthorized changes, and suspicious activity.	Not included	Included	Included
Expert Alert Validation & Threat TriageExpert analysts validate alerts and triage threats, including malware and ransomware indicators, rogue devices, lateral movement, policy violations, unauthorized controller changes, and emerging ICS threats.	Not included	Included	Included
Threat Investigation & Response GuidanceIn-depth investigation of confirmed threats, with expert guidance on how to respond.	Not included	Included	Included
Vulnerability PrioritizationVulnerabilities ranked by risk to your operation, so remediation targets what matters most.	Not included	Included	Included
Detection Tuning to Reduce False AlarmsOngoing tuning of detection rules to reduce noise and sharpen accuracy for your environment.	Not included	Included	Included
Executive Cyber ReportingLeadership-level reporting on threat activity, risk posture, and trends.	Not included	Included	Included

OT Network Health Monitoring

Keep operations running

24/7: Connected Access24 hours, 365 days a year. Active support supplies GrayMatter engineers with remote access.: Included
Infrastructure Health MonitoringContinuous monitoring of servers, virtualization, switches, firewalls, storage, historians, engineering workstations, and supporting network infrastructure.: Included
Infrastructure Alerting & TroubleshootingAlerts on device failures, service outages, latency, interface errors, and backup issues, with troubleshooting support to resolve them.: Included
Performance Trending & Capacity PlanningTrend analysis to spot performance degradation and plan for capacity constraints.: Included
SLA Reporting & RecommendationsRegular reporting on availability and performance, with actionable recommendations for your infrastructure.: Included
OT Threat MonitoringContinuous monitoring of PLCs and RTUs, HMIs, industrial networks, OT servers and workstations, and IoT and rogue devices for vulnerabilities, behavioral anomalies, unauthorized changes, and suspicious activity.: Not included
Expert Alert Validation & Threat TriageExpert analysts validate alerts and triage threats, including malware and ransomware indicators, rogue devices, lateral movement, policy violations, unauthorized controller changes, and emerging ICS threats.: Not included
Threat Investigation & Response GuidanceIn-depth investigation of confirmed threats, with expert guidance on how to respond.: Not included
Vulnerability PrioritizationVulnerabilities ranked by risk to your operation, so remediation targets what matters most.: Not included
Detection Tuning to Reduce False AlarmsOngoing tuning of detection rules to reduce noise and sharpen accuracy for your environment.: Not included
Executive Cyber ReportingLeadership-level reporting on threat activity, risk posture, and trends.: Not included

OT Managed Detection & Response

Keep threats out

24/7: Connected Access24 hours, 365 days a year. Active support supplies GrayMatter engineers with remote access.: Included
Infrastructure Health MonitoringContinuous monitoring of servers, virtualization, switches, firewalls, storage, historians, engineering workstations, and supporting network infrastructure.: Not included
Infrastructure Alerting & TroubleshootingAlerts on device failures, service outages, latency, interface errors, and backup issues, with troubleshooting support to resolve them.: Not included
Performance Trending & Capacity PlanningTrend analysis to spot performance degradation and plan for capacity constraints.: Not included
SLA Reporting & RecommendationsRegular reporting on availability and performance, with actionable recommendations for your infrastructure.: Not included
OT Threat MonitoringContinuous monitoring of PLCs and RTUs, HMIs, industrial networks, OT servers and workstations, and IoT and rogue devices for vulnerabilities, behavioral anomalies, unauthorized changes, and suspicious activity.: Included
Expert Alert Validation & Threat TriageExpert analysts validate alerts and triage threats, including malware and ransomware indicators, rogue devices, lateral movement, policy violations, unauthorized controller changes, and emerging ICS threats.: Included
Threat Investigation & Response GuidanceIn-depth investigation of confirmed threats, with expert guidance on how to respond.: Included
Vulnerability PrioritizationVulnerabilities ranked by risk to your operation, so remediation targets what matters most.: Included
Detection Tuning to Reduce False AlarmsOngoing tuning of detection rules to reduce noise and sharpen accuracy for your environment.: Included
Executive Cyber ReportingLeadership-level reporting on threat activity, risk posture, and trends.: Included

Complete Coverage

Network Health + MDR, stronger together

24/7: Connected Access24 hours, 365 days a year. Active support supplies GrayMatter engineers with remote access.: Included
Infrastructure Health MonitoringContinuous monitoring of servers, virtualization, switches, firewalls, storage, historians, engineering workstations, and supporting network infrastructure.: Included
Infrastructure Alerting & TroubleshootingAlerts on device failures, service outages, latency, interface errors, and backup issues, with troubleshooting support to resolve them.: Included
Performance Trending & Capacity PlanningTrend analysis to spot performance degradation and plan for capacity constraints.: Included
SLA Reporting & RecommendationsRegular reporting on availability and performance, with actionable recommendations for your infrastructure.: Included
OT Threat MonitoringContinuous monitoring of PLCs and RTUs, HMIs, industrial networks, OT servers and workstations, and IoT and rogue devices for vulnerabilities, behavioral anomalies, unauthorized changes, and suspicious activity.: Included
Expert Alert Validation & Threat TriageExpert analysts validate alerts and triage threats, including malware and ransomware indicators, rogue devices, lateral movement, policy violations, unauthorized controller changes, and emerging ICS threats.: Included
Threat Investigation & Response GuidanceIn-depth investigation of confirmed threats, with expert guidance on how to respond.: Included
Vulnerability PrioritizationVulnerabilities ranked by risk to your operation, so remediation targets what matters most.: Included
Detection Tuning to Reduce False AlarmsOngoing tuning of detection rules to reduce noise and sharpen accuracy for your environment.: Included
Executive Cyber ReportingLeadership-level reporting on threat activity, risk posture, and trends.: Included

Talk to someone who knows OT

Tell us where coverage breaks down—controls, networks or both—and we’ll point you to the right Command24 service line.

Talk to an OT Expert

Expertise at every layer. Coverage scoped to yours.

Command24’s experts know OT from the plant floor to the corporate network: the controllers that run your lines, the software that manages production, the networks that connect it all, and the security that protects it. That depth means we can take on whatever your operation needs and scope it to cover exactly that.

Challenges we solve

IT owns OT, but OT isn’t IT.

IT teams are inheriting OT without the controls expertise or 24/7 coverage it demands. Command24 carries the day-to-day load while IT keeps oversight.

Surviving the shift vs. shaping the tech lifecycle.

24/7 coverage takes more headcount than most teams can justify, so issues pile onto one central team and keep repeating. Command24 handles first response and escalates only what needs your people. Every fix is tracked, so recurring problems become your upgrade roadmap.

Systems few people know, and some no one does.

Acquisitions bring unfamiliar platforms, and retirements take system knowledge out the door. Our Command24 team supports what you’ve inherited and documents it so it doesn’t leave with the next retirement.

Every system change puts uptime at risk.

Patches and upgrades rarely go smoothly across a mixed fleet. Command24 tracks compatibility and schedules changes to protect production.

Cyberattacks are on the rise across industrial businesses.

An alert that fires overnight into an empty inbox protects nothing. MDR within Command24 means OT security experts read those alerts at any hour, investigate the ones that are real, and tell you what to fix first.

Slowdowns that don’t look like network problems.

Latency, failed backups, and full disks surface as a sluggish HMI or a stalled line. OT network health monitoring flags the degradation early, before it reaches your operators.

Customer Success Story

This water utility had one SCADA operator and no guaranteed help at 2 a.m. — just good-faith calls to off-the-clock engineers. Command24 replaced that with one number, one email, and guaranteed response.

“We need somebody in the middle of the night when that operator can’t figure out what’s going on.”

— IT Department Manager, Major U.S. Water Utility

Read the story →

Command24 means one person to call for any OT challenge

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FAQs

What are OT managed services?

OT managed services are ongoing support and monitoring for the systems that run production: control systems, operational software, and the networks that connect them. Command24 delivers them in two service lines. Automation Managed Services keeps control systems and software running. Cyber & Network Managed Services provides OT network monitoring and threat detection. Both are delivered from a U.S.-based command center.

What is managed detection and response for OT?

Managed detection and response for OT is round-the-clock threat monitoring by experts who understand industrial environments. Command24 MDR runs on a leading OT detection platform, either the one you already have or one GrayMatter helps you set up. Our experts validate alerts, investigate threats like rogue devices and unauthorized controller changes, prioritize vulnerabilities, and guide your response. It pairs with Network Health Monitoring, which watches for performance problems rather than threats.

What platforms do you support?

Most major OT platforms, including Rockwell (Allen Bradley), Siemens, GE (now Velotic), Ignition, and VTScada, plus leading OT security tools such as Tenable.ot, Claroty, Armis, and Nozomi. See our full list of technology partners.

Is Command24 staff augmentation?

No. Staff augmentation adds people you have to manage. Command24 is a command center: when you call, you reach OT experts who learned your environment during onboarding, during business hours or 24/7 depending on your support level.

We already have a systems integrator. Why Command24?

An SI’s focus follows the project: once it’s delivered, their attention moves to the next one. Command24 stays focused on your running environment. That means planning maintenance and upgrades with your team, tracking every change, and, at the Proactive level, spotting patterns to anticipate issues before they happen. Your SI builds it. Command24 keeps thinking about it.

How do you scope support?

Scoping OT managed services starts with a review of your highest-value assets and where they sit. You don’t have to cover everything at once. Most teams start with the service line and support level that address their biggest gap, then expand over time.

One number for any OT challenge.

Tell us where coverage breaks down today — the 2 a.m. call, the platform only one person understands, the alert nobody’s watching. We’ll show you what guaranteed OT support looks like for your environment.

Schedule a briefing