CrowdStrike Falcon

Quick to answer questions.

When I receive support, it is always useful and informative. However, the support doesn't get back to me in the most timely manner. Often, by the time I hear back from support I have already resolved the issue. But for bigger issues, that need more in-depth help the support team has been incredibly valuable.

Support is generally pretty fast and gets right to the issue. We haven't had to use them much, fortunately, but the issues and questions we've had are usually answered quickly. The customer success manager/account manager you're assigned will also follow up with you on a regular cadence to ensure you're getting the most out of the subscription. There's not a whole lot of room to improve, other than the general confusion about what is/what is not covered in custom packages you're subscribed to. The initial purchase took much longer because of a package name changes and realignments of different modules into those packages.

So far it's been great. Giving us the piece of mind that our systems are safe. Until it detects a known threat we won't see it in action. Just like any insurance we hope to never have to use it, but glad it's there.

Their customer service is great. They're always available, always polite, and their level of knowledge makes them always efficient. They always provide a solution, they're very open - they even let you submit ideas to improve their solution, and they are very reachable (their chat support service actually works with the speed and efficiency a chat must always have, unlike other solutions).

The Falcon Complete Team is very proactive. I get emails for escalations with information on what needs to be done to correct the issue.