DTC, a Mid-Atlantic MSP serving nearly 500 clients, faced a critical moment when their previous MDR solution quarantined 350 endpoints simultaneously across multiple clients—twice. Both incidents were false positives that caused up to a full day of downtime, affecting 25+ locations with minimal vendor communication. “At that point, the security company is the one causing the damage, not protecting,” says Nate Smith, CTO at DTC. After investigating, Nate discovered there was no human verification before automated remediation actions. “I started questioning—is there a human behind the keyboard reviewing this stuff? If not, what am I paying for?” That question led DTC to search for a partner, not just a product.
Eighteen months after switching to Blackpoint, the results speak for themselves: false positives reduced tenfold, incidents resolved in under an hour, and response times under five minutes. “My team is not really worried about responding to security alerts anymore. We work with Blackpoint directly, and we’re more efficient. Tenfold,” Nate explains. What made the difference? Human-led security operations that communicate, collaborate, and understand business context before taking action. “Blackpoint stood out because they talked to me. They listened to me. There was a human on the other end of the phone.” For DTC’s clients, less downtime means more revenue—and that’s made all the difference. “Even in this world of AI, the human needs to be at the helm. You won’t get better results without talented people.”