Servicing Customers

As an MSP/MSSP, you must deliver the following minimum services to ensure value for your customers:

• Ensure at least 80% of critical customer systems are onboarded to the platform.

• Perform ongoing alert triage (when the SOC service is enabled).

• Conduct regular threat hunting sessions at least once per week.

• Hold monthly or quarterly technical security posture review calls. Please refer to our guide on best practices for these calls.

• Ensure email alerts are being sent to the customer. Approximately 95% of organizations require these alerts for operational awareness, even if they are false positives (e.g., from an internal network scan).

• Ensure you are comfortable responding to an incident by validating that the relevant data has been onboarded. Note, our analysts are always available to assist with IR or take a lead role.

CybrHawk Support: Our personnel are available to assist with all the above services. For the review calls, we can help train your team or facilitate the first few calls to establish an effective routine.