CRITICALSTART Pros and Cons

CRITICALSTART Pros

reviewer1395576
Cyber Security Manager at a energy/utilities company with 1,001-5,000 employees
My impression of the transparency of the data is that it has good detail. It allows you to see how many events have come in, how many of those events have made it down to their analysts to review, and then however many from their analysts to be able to close out, have been able to been escalated to us. It's a good metric that we can share with my management. They see the value of what the SOC is bringing on top of what my team is already doing.
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DavidSun
IT Manager at a manufacturing company with 51-200 employees
There is a team of people who monitor our traffic and processes 24/7, so if anything raises a flag or alert, it will escalate back to me right away. That's the most incredible part: Humans working behind the scenes 24/7 to monitor our networks.
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RyanCarter
Vice President, Security at StackPath
Outside of using the platform to manage alerts, the feature of the service that we get the most value from is being able to reach out to them and say, "Hey, we might go buy a SIEM," for example. They give us their overview of what's out there, what they've dealt with, what they integrate with, and what that looks like. That's been pretty powerful over the years for us.
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Learn what your peers think about CRITICALSTART. Get advice and tips from experienced pros sharing their opinions. Updated: August 2020.
441,478 professionals have used our research since 2012.
reviewer1394880
CISO at a hospitality company with 1,001-5,000 employees
I also use their mobile app. It's very easy to use and very convenient to be able to respond to alerts wherever you are. I love the app. You can respond and communicate, per ticket, with their SOC in near real-time. The response is very quick.
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Dmitri Chernyshev
Director of Infrastructure and IT at a energy/utilities company with 51-200 employees
There are two parts of CRITICALSTART's services that are most valuable to us. The MDR solution where they monitor our computers, laptops, and users across the board; and their knowledge of Palo Alto firewalls.
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Preston Broesche
Director of Information Technology at Kirby Corporation
The new mobile app is awesome. It is one of the best I've ever seen. It's much better than its predecessor. It's more intuitive, a whole lot easier to navigate and get where you need to go. It's less repetitive and just generally easier to use. It allows me to not have to be sitting at my computer all the time. I can be on my phone or tablet or wherever I'm at. It makes it a lot easier to answer tickets and do that kind of thing.
The main difference between the other options and this one is the quality of the personnel within the SOC. It's their knowledge and depth and the way they handle customers.
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Charles F.
Senior Director of IT Security at a financial services firm with 501-1,000 employees
Customer service and their response are phenomenal. I would give their customer support a nine point five (out of 10). Our easy access to their SOC analyst, sales team, and leadership team instills confidence in me that they are there for us 24/7.
From where we were prior to going into them, the service has increased our analysts’ efficiency to the point that they can focus on other areas of the business. It gives me the ability to allow analysts to do Level 3 and 4 work and stay out of the weeds of the alerts, where you tend to get alert fatigue. The service takes care of much of the Tier 1 and Tier 2 triage. It is more effective than what we had been used to, because it allows the filtering of Level 1 and Level 2 type alerts to be taken care of. This leaves less for us to handle, which is a good thing.
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Lynn Roth
Director of IT at Solana
The quick interaction between the agents is the most valuable feature. If we have questions, they're quick to answer. If we make a change to our system, they quickly make the changes that are necessary to filter the logs correctly.
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CRITICALSTART Cons

reviewer1395576
Cyber Security Manager at a energy/utilities company with 1,001-5,000 employees
They could dig a little bit deeper into the Splunk alerts when they feel like they need to be escalated to us. For example, if a locked account shows up, they could do a little extra digging to verify that the locked account was due to a bad password on the local system. They could just do a little extra digging within the Splunk environment instead of pushing it onto us to go do that extra little digging.
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DavidSun
IT Manager at a manufacturing company with 51-200 employees
In terms of responsiveness, when I open up an alert, sometimes it takes a bit of time to load. However, it only happened once or twice.
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RyanCarter
Vice President, Security at StackPath
It has frustrated us that they don't have a native Slack integration, because most things do now. That's something we've asked for, for years, and it just doesn't really seem like it's a priority.
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Learn what your peers think about CRITICALSTART. Get advice and tips from experienced pros sharing their opinions. Updated: August 2020.
441,478 professionals have used our research since 2012.
reviewer1394880
CISO at a hospitality company with 1,001-5,000 employees
The updated UI is actually pretty bad. Regarding the intuitiveness, it is fairly easy to use, but the responsiveness, on a scale of one to 10, is a one. It's really poor performance.
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Dmitri Chernyshev
Director of Infrastructure and IT at a energy/utilities company with 51-200 employees
There is room for improvement with the new UI, and that's about it. I would like to see a more intuitive design.
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Preston Broesche
Director of Information Technology at Kirby Corporation
The only thing I can think of that I would like to see, and I'm sure they could work this into a service pretty easily, is not only alerts on issues that are affecting my company, but some threat intelligence of a general nature on what's out there in the environment. That might be a nice add-in.
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Charles F.
Senior Director of IT Security at a financial services firm with 501-1,000 employees
During the six-month integration and rollout, there were some bumpy roads along the way. There were communication breakdowns between the project manager, CRITICALSTART leadership, and us (as the customer). I expressed my displeasure during the integration in their inability to effectively communicate when there were holdups or issues. They were going through some growing pains at that time, but they have been right there for us ever since.
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Lynn Roth
Director of IT at Solana
The UI has become slower but it's not something I would call them out on.
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Learn what your peers think about CRITICALSTART. Get advice and tips from experienced pros sharing their opinions. Updated: August 2020.
441,478 professionals have used our research since 2012.