Falcon Complete for Service Providers vs .. not
Hey everyone, I feel like I'm a little cheated here and I'd love to hear back from the community on a few things, experiences, thoughts, etc. and please prove me absolutely wrong!
We were approached by a third party selling Crowdstrike EDR+MDR, we were iffy at the start until we realised that it checks off a lot of our internal audit issues (where our existing didn't quite). We've done our homework, I've been personally watching Crowdstrike for a few years and been to a few of their sumits, etc.
Now we have passed our first onboarding meeting where the company basically said, 'youll have access to reporting, but nothing else'. This was a hard line to me, I thought we were purchasing a product that we could manage ourselves, but they and Crowdstrike were in our back pocket if anything happened that we couldn't handle. I did not realise and was not told that it was basically a SaaS model where we didn't have access to even whitelist our own applications and the likes.
We are in-house IT, we have a team, we do everything from 'my Excel isnt loading' to 'theres a fire in the server room'. We are hands on, we don't like leaving this to MSP's or service providers. We do seek assistance where we need, and we have a great relationship with the service providers we have chosen to align with, but even with them we have come to agreements to access things like our FWaaS and ERPaaS in the back end for all of the nitty gritty we do.
Am I wrong that 'Crowdstrike for Service Providers' is basically an SaaS product and we don't/can't get access to manage it ourselves? Should this company be able to get licensing and still do the management on the side after it's configured, with us being fully capable of changes?
For the sake of the argument, lets ignore the 'what if you break something and claim it was them' rant, because yes, this could be a thing; no, it has never happened with our other vendors.
At the moment with this vendor it could take anywhere between 10mins to 4hrs for them to get back to email and calls, to the point where I've often called their Director's for assistance and issues where no support has been available, so I don't quite .. trust .. that they will be able to do 0day fixes for us as we need it (note: I have complete faith in Crowdstrike)