Great Website, Slick Interface. Awful Support.
January 15, 2021

Great Website, Slick Interface. Awful Support.

Kyle Michelli, CIA | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Netwrix Auditor

We used Netwrix primarily for my IT access rights audits, but my understanding is that our IT department also used it. It allowed me visibility into many different aspects of network access and use to prevent unauthorized activity and provide assurance to management. It allowed both a single deep dive and ongoing monitoring.
  • The website trial shows off the features of the software while also teaching how to perform a user access audit.
  • The user interface is very clean, user-friendly, intuitive, and snappy.
  • The software comes with a lot of explanations for the built-in reports to help users understand what the report is used for.
  • The software also makes it really easy to monitor the organization, with alerts for unacceptable actions or for unusual behavior above thresholds.
  • Our IT department spent a long time working on getting some of the features and reports working, with some success, but many reports and features were never fixed after a whole year of working with support. Apparently Netwrix support was responsive, but their fixes often failed to work.
  • My experience with customer support was very negative. I had several instances of emails going unanswered, sometimes but not always because my contact left the company and our account was never handed over appropriately.
  • Technical issues can be time-consuming to diagnose because it's hard to tell if a report is loading slowly, or failing. I don't think this problem is unique to Netwrix, though.
  • I discovered that admin users had admin rights on their normal user accounts in addition to separate admin accounts, and was able to support getting that resolved.
  • I found several employees storing unsecured user names and passwords on their devices or the network, and required they switch to a more secure storage option or delete the file.
  • Also convinced IT to conduct some clean-up in our environment, eliminating some empty security groups, accounts with passwords that don't expire, disabled/inactive users, etc.
I tried a demo of a competing software, whose name escapes me, and was completely lost. I didn't know how to find anything or how to use it if I did. Their support documentation didn't help very much either. That's why I appreciated the guidance Netwrix provides on usage and value of their product.

Do you think Netwrix Auditor delivers good value for the price?

Yes

Are you happy with Netwrix Auditor's feature set?

Yes

Did Netwrix Auditor live up to sales and marketing promises?

No

Did implementation of Netwrix Auditor go as expected?

No

Would you buy Netwrix Auditor again?

Yes

Netwrix is great in situations when the user isn't already strongly familiar with the systems being audited (Active Directory and File Server, in my case). Netwrix was very helpful in explaining the use cases of many reports.
Netwrix might not be helpful for organizations that don't have the spare resources to support it. Be prepared to plow IT staff time into supporting the back end, and also put user time into customizing the software for your particular risk profile and network usage.