No service runs without central monitoring

We started to move away from the traditional hardware and project business very early on and focused on services. This approach displeased some manufacturers who couldn’t land us with their hardware bundles or similar offerings. However, it proved very successful for us as it allowed us to free ourselves from the pressure from these manufacturers. We have always been characterized by this service concept, both contractually and technically, and have maintained this focus.

When we started, there were virtually no security gaps. Over time, the focus shifted more towards endpoints. Thus, the first products we integrated were firewalls, endpoint monitoring, and operational security. Data backup was also of fundamental importance, and we managed these areas very intensively.

Previously, the classic maintenance contract included many aspects: monitoring, management, etc. However, the products themselves were still treated as separate entities. In other words, there was a distinction between purchasing a solution and operating it. But for the customer, this distinction is irrelevant—they simply want things to work seamlessly.

Customers are increasingly realizing that they are overwhelmed by the current IT security situation. They come to understand that internal resources alone can no longer provide the necessary intensity and quality of security. We started with classic endpoint and cyber protection, and have since expanded to mobile device management, firewalls, backups, and email archiving. We continue to add one or two products every quarter.

In addition to the purely technical aspects—such as how effective a data backup solution is or how well an endpoint protects against malware—it is crucial for us to manage the solutions efficiently. This includes efficient rollout, monitoring, and centralized management.

No product works for us without centralized monitoring. One of our key selection criteria is management within a central platform. We didn't opt for one of the major RMM providers; instead, we chose a solution that could adapt its queries and monitoring capabilities to our needs. For example, our firewall monitoring, which we use extensively, is actually recommended by the manufacturer itself.

Through this technical integration, we've achieved our goal of detecting problems very quickly. We ensure that the solution operates effectively in all aspects. Importantly, we strive not to exploit the customer. We offer secure operation as a standard solution and guarantee its functionality.

We don’t advertise an "all you can eat" flat rate, as that would be prohibitively expensive. Instead, we explain to the customer that we will manage their firewall to ensure they have secure Internet access at all times. This includes monitoring services, line availability, and VPN updates. Should a piece of hardware fail, we have a process in place to provide a replacement quickly and restore functioning Internet access. This concept has been very well received!

At some point, we found ourselves in a situation where we had to rely on the manufacturer’s own response solutions and made this very clear to the customer. We can handle normal operations without issue. During regular working hours, we can be fairly certain that nothing malicious is occurring. However, when it comes to detecting unknown attackers around the clock, we are at a disadvantage.

Given the speed of current attacks, most customers really have no choice but to develop capabilities in this direction. Over the last 12 to 18 months, we've observed that customers are very open to fully automated 24/7 monitoring systems and the handling of potential attacks. We were even surprised by how quickly customers acted on this. This trend spans from small businesses with 5 to 10 users to larger ones with up to 500 users.

The provider we have chosen offers several action options when an incident is detected, meaning when an event is identified that potentially threatens the network. To ensure speed and efficiency, we have selected the option where the manufacturer acts first and then informs us. This approach helps us avoid situations where a customer is left vulnerable because one of us is unavailable and the manufacturer has attempted to contact us.

Yes. We have a detailed service description for our products. You can choose different options for each product, depending on how intensively you want to use it—whether it's just for basic operation or if it includes additional features like enhanced availability and response times. Fortunately, apart from one case in the last ten years, we've never had to actually restore a system.

When a customer requests extensive coverage, it's usually because they want all risks covered but are often unwilling to take steps to minimize those risks themselves. We recognize this relatively quickly. If a customer insists on a basic level of protection and doesn't align with our proactive approach, we unfortunately have to conclude that they might not be the right fit for us. In the past, some customers believed that purchasing a solution meant they didn't need to worry about the rest. Today, that approach is outdated, as the potential loss of reputation and production cannot be covered by insurance alone.