Here are 7 reasons to make the switch, sooner rather than later:
They see you as a number.
As a Rapid7 customer, you represent one of 11,412 supported entities. The flexibility you need for MDR coverage requires significant customization that is unique to your shifting IT estate, not what is merely available from your current service provider.
Support is slow to respond, if at all.
Many users have voiced ongoing concerns with extremely slow support response times, which is often amplified with “restructuring events” such as what is currently unfolding at Rapid7. Other concerns raised often include incomplete responses in general, often lacking important documentation that practitioners need to drive their MDR goals forward.
No option to talk to humans.
Further exacerbating the client experience, service providers such as Rapid7 publish support phone numbers that only go to voicemail, resulting in further delays to resolution. When you have an issue that is important enough for you to pick up the phone, you want a provider that will have someone on the receiving end to solve your problem!
They lack event-source integration.
Being able to accept and normalize any event source, in any format, is a fundamental requirement for driving threat detection strategy. Rapid7 continues to struggle with onboarding and parsing many of the most common data sources available for log ingest, leaving your organization at risk.
Problems with custom alerts.
You want custom alerts to satisfy your unique security monitoring requirements, but setting that up within Rapid7 is difficult to achieve and time-consuming.
The UI is non-intuitive and difficult to use.
Words like “clunky” and “frustrating” are often used to describe the UI of many SIEM tools, including Rapid7. Similar to our experience with ArcSight and others, this is a recurring theme where stock prices are prioritized over improving the customer experience.
Lacks holistic deployment support.
Deployment support can involve multiple departments, with different engineers working each case. For as much as you’re paying, you’d expect the courtesy of being able to interface with the same engineers, who were familiar with your needs and could address them efficiently and holistically.