2023 SC Awards Finalists: Best Customer Service

Arctic Wolf offers a range of documentation and support services for customers. With online user-oriented manuals, installation guides, and FAQs, the company aims to deliver comprehensive support. In addition to documentation, Arctic Wolf’s Concierge Security Team (CST) offers strategic and proactive guidance, while the security engineers offer 24x7x365 support for security inquiries. The company also has unlimited phone support, which ensures open communication with customers. Customers have access to a web-based download of Arctic Wolf’s software, and its all-inclusive pricing model reduces additional fees for downloads. FAQs are included in all products, with plans to launch online forums and customer communities in 2023. The company primarily relies on virtual engagement, but in the rare case of on-site assistance, Arctic Wolf works with more than 1,100 reseller and MSP partners. Their Concierge Delivery Model aims to provide useful, actionable intel on security issues and total ownership of incidents for a better customer experience.

ESET offers comprehensive documentation and customer support to help businesses implement and manage their security products effectively. As part of the service, the company includes illustrated Knowledgebase articles, video tutorials, and online user guides that cover deployment, maintenance, and troubleshooting. Security teams can access ESET’s support in  multiple languages through its international markets, ensuring accessible and localized assistance. They also offer complimentary support to business customers via phone, email, and live chat, with an online support forum available for additional engagement. ESET has 162 worldwide partners that deliver local customer service and support. Product downloads are available at no extra cost, and customers can access ESET Security Forums and FESET offers remote support and professional services through the ESET Services Hub. The company’s Deployment and Upgrade Service (EDUS) assists customers in deploying new ESET products or upgrading existing ones at a fixed price. ESET’s Cybersecurity Awareness Training program and contributions to WeLiveSecurity further demonstrate the company’s commitment to comprehensive cybersecurity solutions and industry research.

KnowBe4 offers tutorial videos, product manuals, and quick-start guides for all its tools. The platform was designed as user-friendly, with easy-to-understand documentation and accessible video guides. In addition, every customer gets assigned a dedicated customer success manager at no extra cost to ensure effective setup and support. Customers have access to manned telephone support during working hours, and web-based resources such as e-books, webinars, and whitepapers are available for free. KnowBe4 also hosts an FAQ section, a community hub for discussing tool features and improvements, and a platform for sharing cybersecurity experiences and best practices. On-site support is generally not required, as most issues are resolved over the phone, video chat, or screen sharing applications. The company prides itself on its customer service, with CEO Stu Sjouwerman personally engaging with customers and emphasizing the importance of excellent customer support.

SafeBreach offers a range of support resources to assist customers in implementing and managing its cybersecurity platform. The SafeBreach portal consists of comprehensive user manuals, support documentation, training videos, white papers, and a personalized onboarding experience through the SafeBreach Academy. Customers also have access to the SafeBreach Community for FAQs, expert support, and peer engagement. Upon engagement, customers receive a customer success manager (CSM), technical account manager (TAM), and technical support engineer (TSE) to ensure successful deployment, onboarding, training, and platform adoption. SafeBreach includes telephone support at no charge, with web-based downloads and access to the SafeBreach Community provided as standard for all customers. For clients requiring additional assistance, SafeBreach offers SafeBreach-as-a-Service, a fully-managed software product with a dedicated solution architect to deploy and manage the platform. This offering is available as a paid annual subscription tailored to the client’s needs. SafeBreach also offers complimentary on-site business reviews, an annual Validate conference, and an SLA guarantee for new attack coverage.

Vercara offers comprehensive customer support and documentation to help clients through every phase of their customer journey. The company provides tailored documentation for each product, including implementation and user guides, accessible online for ease of use. Vercara’s 24/7 customer service has expertise in DNS, DDoS, and application security. They also have a professional services team with deep industry knowledge for more complex customer needs. Clients can access telephone support, web-based downloads, and online forums or FAQs without additional fees. On-site help is available, but fees may apply depending on the situation. Vercara’s advanced technical experts and technical account managers are available for customers with complex requirements. The company’s professional services team can also provide on-site planning and deployment assistance. Customer feedback has indicated that Vercara provides understandable and effective documentation, and strives to add continuous improvements based on survey results and customer input.