MSSP Service Review
Find out if your MSSP is delivering what you pay for.
An independent, evidence-based review of your managed security service. We assess how alerts are investigated and escalated, how the service performs against its commitments, and how effectively it works with your internal team.
The result is evidence you can use in service reviews, improvement plans and renewal discussions.
The problem
Most organisations judge their MSSP using the reports the provider supplies. Those reports might show alert volumes and SLA performance, but they don't always tell you whether investigations were thorough, whether the right incidents were escalated, or whether detection quality is improving over time.
Without independent evidence, it can be difficult to challenge the service or know what needs to change before renewal.
This is for you if
- You're paying for a managed SOC or MDR service and aren't sure whether you're getting enough value from it.
- Escalations arrive late, lack context or leave your internal team doing too much of the investigation.
- The monthly reporting looks healthy, but it doesn't match your team's experience.
- A contract renewal or re-tender is coming up and you want evidence to support the discussion.
- Your SLAs measure speed, but not the quality or outcome of the work.
What we review
We assess the service against the contract, agreed responsibilities and the outcomes you expect, using your alert, ticket and service data rather than relying only on provider reporting.
- Alert quality: whether alerts are relevant, actionable and contain enough context for your team to respond.
- Investigation quality: a sample of closed alerts, reviewed for depth, accuracy and whether the conclusion was supported by the evidence.
- Escalation: missed or late escalations, and whether incidents reached the right people with the right information.
- Follow-up actions: whether appropriate actions such as containment or detection tuning were taken when needed.
- Detection coverage: what the service is detecting in your environment and where meaningful gaps remain.
- SLAs and reporting: performance against contracted measures, and how clearly the reporting shows it.
- Working relationship: how effectively the provider works with your internal team.
- Improvement over time: whether the service is getting better or simply maintaining the status quo.
Service measures and SLAs
We review the measures in your current service and identify where they may need to change. Typical measures include:
- Time to acknowledge an alert.
- Time to investigate and reach a conclusion.
- Time to escalate confirmed incidents.
- Time to contain, where the provider has authority to act.
- Time to close, and how closure is recorded.
We also look at how these measures are tracked and reported, so the numbers reflect the quality and outcome of the work as well as its speed.
What you get
- An independent assessment of service performance based on your own alerts, tickets and service data.
- Evidence-backed findings on where the service is effective and where improvements are needed.
- Practical recommendations for service reviews, improvement plans or contract renewal.
- Recommended changes to SLAs and service measures, including how they should be tracked and reported.
How the review works
MSSP Service Review · typically 2-3 weeks- 01
Scope
Agree the contract, SLAs, responsibilities, data access and the questions you want the review to answer.
- 02
Review
Sample alerts and investigations, assess escalations and service measures, and speak with the internal teams who work with the provider.
- 03
Report
Present the findings, recommendations and proposed improvements, then walk them through with you.
The review is independent of your MSSP and focused on evidence from your environment and service data.
Frequently Asked Questions
Does our MSSP need to know about the review?
Usually, yes. The review needs access to alert, ticket and reporting data, which often sits with the provider, and involving them makes the findings easier to act on.
What access do you need?
Read access to the alerts and tickets the MSSP has raised and closed for you, the SLA and reporting data, your contract or service description, and time with the internal team who work with the provider. Where possible we also look at the underlying SIEM or EDR data, so we can check investigations against the evidence.
Are you independent of MSSP providers?
Yes. We don't resell managed security services or take referral fees from providers, so the review isn't a route to selling you a replacement.
Tell us what you're working on.
Whether it's a noisy SOC, detections you don't trust, an untested response plan or a security project that needs delivering, a short call is the quickest way to work out what to do next.
Free 30-minute call · No obligation · Speak directly with the person who'd do the work