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According to a Forrester study, tools will account for an average of nearly 36% of cybersecurity budgets in 2024. The study also points out that cybersecurity accounts for nearly 6% of IT budgets on average. How can you ensure that your investments are relevant, especially to reassure boards that are increasingly asking to validate the ROI of the solutions deployed? How can we deal with ever-increasing and increasingly sophisticated threats, not to mention an exploding volume of vulnerabilities?
Beyond tools, security providers must think about experience, and this includes providing expert, local support to SOC teams that are always being asked to do more with an ever-expanding scope.
Support is not just a ticketing system
Security solutions play a critical role in an information system. Support requests can go far beyond reporting bugs or practical questions, particularly in the event of an incident or cyberattack. In this context, a ticketing system alone is not enough; dedicated support is needed to provide solutions that are commensurate with the challenges.
A provider’s support team must therefore be able to deliver expert support with a deep understanding of the context and needs of customers or partners. This is a critical criterion when choosing a solution. In the event of a crisis, being able to count on local support and personalized responses can make all the difference.
At HarfangLab, this translates into our offers which include transparent support response times backed by an SLA (Service Level Agreement)..
Support is also based in Europe for optimal proximity to our customers, who are supported by a dedicated Customer Success Manager, as are our partners who operate our solution for their own customers and who are also in contact with their own Customer Success Manager, Channel Manager, and Pre-Sales Manager.
“The quality of the support and the teams’ willingness to listen were decisive factors in choosing HarfangLab. Whenever we provided feedback or suggestions for improvement, even during the testing phase, we felt that we were being listened to.”
Cybersecurity Architect – Defense Industry
The quality of support is recognized by HarfangLab’s customers, who strive to maintain this close relationship even as the number of users and the company’s workforce continue to grow. Specifically, customers and integrators or partners benefit from dedicated expert support for all uses of the platform:
- Onboarding for getting started and configuration – this support is also offered following updates deployed for SaaS and On-Prem versions
- Support for practical questions related to configuration in run and for technical questions, with access to specialized experts for advanced topics
- Access to training, including ones provided by our CTI team to build skills and gain autonomy
This approach guarantees a service level adapted to all situations: from configuration to bug reporting, whether in everyday use or in the event of a security incident.
“HarfangLab offers outstanding support. Even as they grow, the teams maintain close ties with their users. Another point worth noting is that even the executives know the product inside out!”
SOC Manager – Defense Industry
In addition to the quality of the support, a cybersecurity provider must also integrate patches and upgrades that enable teams to adapt to the threat landscape and limit technical debt.
Corrections and developments: validating the reliability of a roadmap
A security solution must remain in tune with users needs. Beyond trends and hype, a workspace protection platform must evolve continuously and offer a roadmap that is both relevant and reliable.
HarfangLab releases a new version every month and provides the necessary support to inform and train its customers and partners. These optimizations include, but are not limited to:
- Continuous updating of the CTI
- Regular retraining of AI engines
- Continuous improvement of behavioral engines through the addition of new data collection capabilities on different OSes (duplicate handle, services, scheduled tasks, ptrace, eBPF loading, AMSI, DPI, Win32 APIs, etc.)
- Integration and improvement of heuristic detection engines (Ransomguard, Sidewatch, etc.)…
This pace allows for a steady reduction in technical debt, improvements (detection, reduction of false positives, etc.), and constant innovation (new engines, new features, etc.) for an optimal response to threats.
“HarfangLab has a constantly evolving roadmap, and they keep their commitments. The support is also highly appreciated by the teams: we have very good visibility on all the features and therefore the guarantee that we are using the solution to its full potential.”
CISO – Retail Group
In short, a SOC team must choose a security tool based not only on its technical capabilities, but also on the quality of the experience. Human relationships play a central role in the quality of communication and feedback. This can dramatically improve the quality of life for security teams on a daily basis, and fully support their operations in the event of a cyber crisis!
To find out more about our offers
and the support included:
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