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Please introduce your company and give a brief about your role within the organization.
We are Trilight Security, a cybersecurity services provider. Basically, we are the MSSP and provide managed security service to our SMB customers and larger enterprises. I’m one of the co-founders of the company and currently perform CEO duties.
What is the story behind starting this company?
My co-founders and I have been working in the IT and cybersecurity industries for many years, some for decades. For years I’ve been running digital B2B editions for enterprise IT and Cybersecurity industries and thus I and my partners came to know each other. Step-by-step it turned out that we share the same vision of the future for these industries. So we decided that we can and have to make some contribution to their development, which is especially important now, in the COVID-19 era.
What are your company’s business model–in house team or third party vendors/ outsourcing?
Certainly, we rely on an in-house team model, as providing managed security service requires that qualified cybersecurity professionals are always available for expert assistance and incident handling.
How does your company differentiate itself from the competition?
We are a company providing various cybersecurity services including managed security services. Our team is highly qualified and possesses excellent experience. At the same time, as a company, we are relatively young so currently, our major competitive advantage is that we provide high-quality services at an affordable price. It makes us really suitable and attractive for SMB companies which have become subject to much more cybersecurity threats over the recent years. Another serious advantage of us is our size. It makes us much more flexible and responsive, compared to the majority of the competition and, I would say, personal. This definitely helps make us more customer-friendly.
What industries do you generally cater to? Are your customers repetitive? If yes, what ratio of clients has been repetitive to you?
We work with customers from different industries, such as financial services, telecommunication, software developers, even airspace. Our expertise allows meeting really different demands in the field of cybersecurity, which in turn contributed to the ratio of repetitive customers. Actually, our customers are mostly repetitive, as co-operation in cybersecurity usually starts for us from vulnerability assessment or penetration testing. Then usually comes the phase of eliminating weak spots and improving cybersecurity posture by different means. Repetitive customers are quite habitual for the cybersecurity services industry, as when satisfied with its cybersecurity partner the customer will be very reluctant to change it, because of the very sensitive nature of relations in such partnership.
Please share some of the services that you offer for which clients approach you the most for?
At the moment, apart from our core business, which is MSSP, there is high demand for penetration testing services and, in some cases, vulnerability assessments which I mentioned above. It’s perfectly self-explanatory as before improving security posture one has to find out what it actually is. Pentesting is an excellent way to start the assessment process and get the first results. Then consulting phase may come and, after that, selection of solution or service and implementation.
What is your customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
Well, it will not be discreet enough of me to make such kind of self-assessment, yet, available customer reviews testify to the satisfaction rate being pretty high. We are flexible and customer focus is our priority. Luckily, it’s much easier to maintain it for a company of our size so we try to keep service as professional as possible and communication as personal as possible.
What kind of support system do you offer to your clients for catering to their queries and issues?
The support we offer to our customers depends on managed security service level. It starts from simple e-mail notification regarding issues or could be full remote assistance including tickets, online chats, video meetings, or even personal on-site visits (depends on region).
What kind of payment structure do you follow to bill your clients? Is it Pay per Feature, Fixed Cost, Pay per Milestone (could be in phases, months, versions etc.)
When finalizing MSSP agreements, we usually come to a certain combined model, featuring both Pay per Feature and Pay per Milestone. Price per user or endpoints strongly depends on managed security service level, as it could be just monitoring with subsequent informing customer’s team on some security event, or we can also add incident response assistance. Price will also depend on the time frame, whether it should be 8/5 or 24/7. We normally charge our customers on a monthly basis. Pentesting agreements usually provide for fixed price model.
Do you take in projects which meet your basic budget requirement? If yes, what is the minimum requirement? If no, on what minimum budget you have worked for?
It strongly depends on the specific case. We have a range of hourly rates depending on task complexity and consultant level but, as a rule, we do not set a minimum requirement. This is absolutely justified as one of the orders which is our smallest to date, brought us a much bigger contract.
Where do you see your company in the next 10 years?
We are a respected and preferred provider of managed security and specialized cybersecurity services for SMB in European Union and beyond. Our personnel has grown at least ten times in number and we have developed our own cybersecurity training program for mid-level professionals, both internal and external.