"When" and not "if" has become the rule of thumb when it comes to breaches in today's threat-heavy landscape. Any MSP worth their salt knows that the conversation with customers of all sizes must encompass threat prevention, protection, remediation and a multitude of other security factors that they need to take into consideration.
But what happens when all that fails and your customer finds themselves victims of a breach? What happens in the customer's world is all the obvious things we read about every day - lost data, grappling with paying or not paying a ransom, lost business hours, pinpointing the source of the breach, and possibly even trying to manage the headlines.
But what happens to an MSP after a customer breach? What are you grappling with outside of your customer's expectation and requirements (and possibly demands)? We speak with players across the US to find out what the key impacts are for the MSP when your customer takes a hit.
It's an obvious impact, but what does it actually mean? When you pick up the phone and your customer is at the end detailing their breach, the impact on your resources can vary significantly, but the impact is a very real one.
"The impact on day-to-day resource is terrible," Michael Goldstein, president and CEO at Fort Lauderdale, FL MSP LAN Infotech, told CPI. "Whether you're a two-person client or a large 500,000-person client person, we stop what we're doing, we all evaluate what we can do to isolate what's there. It takes resources. We've got to put everything in place to go out there and get that client back."
This usually involves a team trying to isolate the breach and a further set of people looking at what the last backup was, before the customer asks, Goldstein said.
In terms of how long this can take, Goldstein points out that it depends very much on the amount of data that has been lost or stolen, where the system has been infected and whether it's a random infection or an infection across the board (which, ironically, makes life easier for the MSP as time doesn't need to be spent pinpointing specifically what data is missing).
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