Protecting Operational Technology (OT) is a critical yet complex challenge. Dragos offers a unique and superior customer onboarding and support experience, driving tangible results for our customers and communities in securing their industrial infrastructure.
At Dragos, we deeply understand the unique perspectives and challenges that CISOs and operations teams face in the ever-evolving landscape of OT cybersecurity. We recognize the immense pressure you are under to safeguard your critical industrial infrastructure while balancing resource constraints, skill gaps, and the complexities of integrating IT and OT environments. We build technology to improve security outcomes – and we pair technology with smart and experienced people to help improve your daily life on the job.
By providing seamless, unified customer onboarding and a dedicated team of experts who work alongside you, we make sure you have the tools, knowledge, and support needed to navigate challenges effectively. We are on your team, committed to reducing friction, streamlining processes, and delivering proactive solutions that empower you to achieve your cybersecurity goals with confidence and peace of mind.
The introduction of the Dragos Platform involved a proof of concept, demo meetings, discussions with the Dragos team, initial environment reports, and comprehensive cybersecurity training, all of which underscored Dragos’s commitment to excellence and customer support.
Water Utility Case Study
End-to-End Customer Onboarding & Support
We’re on a constant quest to improve the end-to-end customer experience. Here are a few important evolutions.
| Unified Customer Experience | Dragos has redefined the customer experience by focusing on a customer’s interactions with Dragos from pre-sales to post-sales and training. This holistic approach ensures that customers receive consistent support and guidance at every stage, from acquisition and solution design to installation, commissioning, adoption, operationalization, expansion, and optimization. Our goal is to eliminate disconnection points and friction, creating a smooth and efficient progression through each phase of the customer experience. We’ll never drop equipment and run – it’s not in our DNA. |
| Comprehensive Customer Support Team | The Dragos Customer Experience (CX) team is a powerhouse of expertise, bringing together Solution Architects (SA), Technical Account Managers (TAM), Resident Engineers (RE), and Field Operations (Field Ops). This team works in close collaboration with Dragos Incident Response (IR) and Consulting Services, OT Watch, and Concierge Analysts to deliver unparalleled customer outcomes. The synergy between these roles ensures that customers receive tailored support, proactive threat hunting, and continuous education. |
| Proactive and Preventive Measures | Dragos goes beyond reactive cybersecurity measures by proactively leading customers to best-in-class OT cybersecurity practices. The CX team conducts weekly training sessions, lunch-and-learn style education, and walk-throughs of triage alerts. This proactive approach helps your business get more value from your technology investments and drives adoption and expansion across teams. |
Hear from Our Customer Experiences
How do these structural differences help you, our end user? We take the time to follow up with all our customers so we can understand what’s working and what we should change. Here’s what consistently stands out as the difference-makers for our end users.
- Dragos helps companies deal with skill gaps and optimize their limited workforces. By providing OT cybersecurity training for SOC personnel and leveraging Concierge Analysts, Dragos ensures that customers are well-equipped to manage their cybersecurity needs. This results in reduced resource allocation to compliance and audit, allowing more time for detecting adversary activity. The Dragos Platform offers robust reporting and compliance features, linking exploitable CVEs to CISA vulnerability advisories. This capability helps customers demonstrate compliance with regulatory requirements and identify remote access risks. The Platform’s dashboards and closed-loop threat hunting model provide quick wins for users, enhancing their ability to detect and mitigate threats.
- Risk-based vulnerability management enables security teams to prioritize and focus on what matters most. The Dragos Platform is the only OT cybersecurity platform to provide corrected, enriched, prioritized guidance that allows customers to manage the full lifecycle of specific vulnerabilities in their environment, highlighting the highest priority vulnerabilities to mitigate risk, minimize downtime, and allocate cybersecurity resources where they are most needed.
- Intelligence-driven threat detection reduces alarm fatigue and provides continuously updated context for alerts. The Dragos Platform rapidly pinpoints malicious activity in operational technology networks, providing in-depth context of alert insights and reducing false positives. Leveraging the MITRE ATT&CK for ICS framework, the Platform maps detected threats to specific adversary tactics, techniques, and procedures (TTPs). Its distinct advantage lies in the continuous incorporation of cyber threat intelligence, enabling contextualized, threat-specific analytics that offer deeper detection capabilities aligned with industry-standard frameworks.
- Investigations and response are easier (and faster) than ever. Dragos Platform users can easily create cases to initiate investigations with relevant activity logs, timeline views, and reference response playbooks written by Dragos experts for a comprehensive approach to investigating incidents. Dragos OT Watch and Concierge Analysts also play a crucial role in threat detection and response. For instance, a recent discovery of unapproved software like AnyDesk on a customer’s network led to accelerated mitigation of third-party risk, complete with the audit trail to confirm that the right steps were taken. The Platform’s integration with vendors like ServiceNow and Splunk ensures consistent and repeatable investigation processes, creating value across IT and OT teams.
Dragos Experts & Expertise Make the Difference
In a world inundated with so many overlapping tools, Dragos offers more than just a technology platform. The dedicated OT Cyber Threat Intelligence team stays current with OT threats, while experienced incident responders and consultants help customers build stronger cybersecurity programs. This full-spectrum support ensures that customers can operationalize the Dragos Platform effectively and achieve their key OT cybersecurity outcomes.
What’s been helpful with Dragos is not just the technology, but the expertise that they bring to the table. Koch can now identify ICS/OT threats, rapidly pinpoint malicious behavior on its ICS/OT networks, provide an in-depth context of alerts, and reduce false positive alerts for complete threat detection.
Gabe Green, CISO for Koch Industries
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