Tetra Enhances Incident Response for CyberSecOps

Client Overview

CyberSecOps is a leading cybersecurity firm specializing in incident response (IR) and cybersecurity operations. Their IR services focus on providing rapid response, effective communication, and quick action during security incidents to mitigate risks for their clients.

Challenge

CyberSecOps faced several challenges in their incident response process:

  1. Onboarding Customers: The onboarding process for new customers was time-consuming, averaging around two weeks.
  2. Response Times: During incidents, the response times were critical but typically took a few hours to mobilize and act.
  3. Communication of IR Plans: Employees often scrambled to understand and execute the IR plans during an incident, as these plans were not well known until an emergency occurred.
  4. Outdated Information: Customers often allowed critical information, such as contact details, to become outdated, creating additional hurdles for quick response times and effective communication.

Solution

CyberSecOps leveraged Tetra to build an app that automated their incident response process. The key features of the app included:

  • Automated Onboarding: Streamlining the customer onboarding process, reducing the time required by 75%.
  • Rapid Response Automation: Decreasing response times from hours to minutes, crucial for mitigating threats effectively.
  • Programmatic Enforcement of IR Plans: Customizing IR plans for each customer and feeding instructions through the app, ensuring employees knew exactly what to do during an incident.
  • Real-Time Updates: Providing customers with a real-time view of ongoing tickets, IR and project status, and allowing them to update contact information and other critical data points to prevent outdated information from slowing down execution.

Results

  • Quantifiable Outcomes:
       
    • Onboarding Time Reduction: Onboarding time reduced from two weeks to 3.5 days (a 75% reduction).
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    • Response Time Improvement: Response times decreased from hours to minutes.
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  • Qualitative Outcomes:
       
    • Improved Coordination: Employees received clear, customized instructions during incidents, reducing confusion and enhancing response efficiency.
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    • Enhanced Customer Confidence: Clients felt more secure knowing that their IR plans were programmatically enforced and efficiently executed.
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    • Up-to-Date Information: Customers could easily update critical information, ensuring faster and more effective communication during incidents.

Conclusion

Tetra transformed CyberSecOps' incident response process, significantly improving onboarding times and response efficiency, while enhancing overall coordination, customer confidence, and communication.