Very good support, excellent visibility, and useful security bulletins
What is our primary use case?
We partnered with Arctic Wolf to provide us with 24/7 monitoring of our mixed environment organization.
Arctic Wolf provides coverage for our cloud servers and services, and remote workforce endpoints.
As a relatively small organization with a lean IT staff, we do not have the bandwidth to dedicate ourselves to security 24/7. While our team is security aware, it is not the daily responsibility of any of our team members. We realized we needed a partner that could provide SOC services for our wide-ranging data sources.
How has it helped my organization?
Arctic Wolf's insight into our environment and notification when something needs our review are key. The Security Concierge Team (along with the rest of the AW team) truly are teammates and allow us to be more security conscious without the expense of adding more internal staff.
Our prior security vendor added little to no value to our organization. The extent of the relationship was monthly reports that we emailed and tended to be inaccurate. Arctic Wolf absolutely provides value on a regular basis with useful reports and actionable recommendations.
What is most valuable?
The visibility into our endpoints is huge.
The data collected is provided in a view that is understandable and approachable.
The quarterly review with our account manager and Concierge Security Team provides good information and also provides a nice overview of the Arctic Wolf roadmap.
The Security Bulletins that Arctic Wolf provides when there is a new threat or zero-day vulnerability are extremely helpful. They explain the issue and provide understandable recommendations with actionable steps.
What needs improvement?
While it isn't a regular occurrence, there have been some gaps in response to some support questions. Questions get answered, yet there are times it takes longer than I'm comfortable with. Having worked in growing organizations, I realize this is likely to staff training/onboarding. Ultimately, my issues are addressed and resolved. Regarding additional features, I'd like to see further refinement of the dashboards. We subscribe to additional services, and the look and feel vary amongst the solutions.
For how long have I used the solution?
I've used the solution 3+ years.
What do I think about the stability of the solution?
We have had very few outages or issues related to stability in the time we've been a customer.
What do I think about the scalability of the solution?
Our footprint is relatively small, however, it appears to scale well.
How are customer service and support?
Technical support is very good trending towards excellent.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We switched from Alert Logic. We didn't find value in the service provided.
How was the initial setup?
Onboarding was straightforward, and the support team was able to address any questions or issues with had during the process in a timely fashion.
What about the implementation team?
We handled the initial setup in-house.
What was our ROI?
Our ROI is good and certainly better than with our prior vendor.
What's my experience with pricing, setup cost, and licensing?
Costs are relatively transparent. Setup/onboarding is project-driven and the team responsible for that is good. The account management/sales team understands the licensing model well and provides good recommendations for your needs.
Which other solutions did I evaluate?
We evaluated Alert Logic's new offering and decided against it based on the cost and prior experience.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
