Welcome to Managed Services
The mission of Rapid7’s Managed Service is to leverage our experts to collaboratively advance your cybersecurity decision-making and maturity through our tailored guidance. We pride ourselves on becoming a true extension of your security team.
Your Account Team
Customer Advisor
Your Customer Advisor (CA) is your main point of contact for Rapid7 Services. You may have one or more assigned CAs depending on the number of organizations and services. This named resource works with you as a strategic security partner through ongoing security consultation to guide your organization’s security maturity, and should be considered an expert in your environment and a knowledgeable strategic resource who can help your organization advance more securely. They are your gateway to the many teams behind the scenes, from the MDR SOC to the Managed Operations teams. Customer Advisors work closely together to discuss best practices so your organization gets the benefit of the collective knowledge of all CAs. Your CA may be located in our Austin, Tampa or Alexandria offices in the U.S., in addition to our remote CAs spread throughout the globe. You will work with your CA through Case tickets and have regularly scheduled meetings to provide updates on service delivery, reporting, metrics, technology health, and ensure that we are addressing your security goals. CAs are available during normal business hours by opening up a Customer Portal Case from the Platform. During non-business hours, a member of the CA team is on-call for security emergencies. (you can find this information in the "Contact us" tab).
Customer Success Manager
Your Customer Success Manager (CSM) is assigned to your account for your entire relationship with Rapid7. Your CSM is an internal advocate who ensures your team’s success by facilitating the best use of Rapid7’s solutions and driving resolution on technology-related issues and requirements. They are also your point of contact for adopting new Rapid7 solutions or expanding your solution coverage. Your CSM may be located in Boston or Austin and you will be given a direct line of communication through phone calls, emails, and regularly scheduled check-in meetings.
Managed Detection & Response (MDR)
MDR enhances your ability to detect and respond to live threats with hands-on 24/7 monitoring, threat hunting, and incident response.
Service Brief
Supporting Teams
Security Operations Center (SOC)
After deployment is complete and all monitoring requirements have been met, your environment will be assigned to one of our Security Operations Center (SOC) Pods staffed by our world-class analysts. These pods of analysts ensure that each customer receives continuous 24x7x365 monitoring coverage for high-and-low-fidelity alerts. This pod model enables our SOC team to more thoroughly scale to ensure your environment is vigilantly monitored and our team can better identify known and unknown threats to your business, such as our monthly threat hunts. The MDR analysts are located in our Arlington, Dublin, and Melbourne SOCs. (For more information on the SOC team please see the SOC tab under Managed Detection & Response in the menu).
Incident Responders
Rapid7's expert Incident Response (IR) Consultants have conducted hundreds of investigations and have decades of experience responding to compromises of all sizes and severity. These include small-scale opportunistic threats, corporate phishing attacks, credential theft, ransomware attacks, and sophisticated state-sponsored campaigns. Our professionals complement their expert analysis with knowledge of multiple, industry-leading technology platforms for rapid response and incident scoping. Our consultants are located throughout the US and are available 24x7x365 to help our customers. Rapid7's IR team is found within the Managed Services department under the Detection & Response (D&R) Practice.
Threat Intelligence Team
Rapid7’s Threat Intelligence team supports the MDR SOC and CAs with analysis and new detections. Our Threat Intelligence team of researchers identifies new attack trends across the global threat landscape and uses these findings to create in-product detection mechanisms for new vulnerabilities, exploits, and attack campaigns. The Threat Intelligence Team is located in our Arlington office.
Support Engineers
Throughout your relationship with Rapid7, you may work with the Rapid7 Support team for assistance with product-related concerns. Your CA can help you determine when to leverage the Support team.
Managed Vulnerability Management (MVM)
MVM manages your scan operations to provide actionable recommendations, prioritize risk remediation across your environment, and foster a more robust security posture.
Service Brief
Supporting Teams
Managed Operations Team
Rapid7’s Managed Operations team works behind the scenes to ensure that day-to-day operations run as smoothly as possible. The team is engaged right from the beginning of your journey with Rapid7, through standing up your console and making sure all supporting infrastructure is set up and configured correctly. Once you and your Customer Advisor (CA) have agreed upon a scanning cadence, the Managed Operations team will take over the configuration, monitoring, verification, and troubleshooting of these scans. They will also collaborate with your CA to help set up detailed and understandable reports, providing insight into vulnerabilities and remediation advice to help you securely advance. The Managed Operations teams are located in our Belfast and Arlington Security Operations Centers (SOCs).
Support Engineers
Throughout your relationship with Rapid7, you may work with the Rapid7 Support team for assistance with product-related concerns. Your CA can help you determine when to leverage the Support team.
Managed Application Security (MAS)
Leverage our AppSec experts to gain visibility into run-time vulnerabilities across your entire web application layer and remediate risk earlier in the development lifecycle.
Service Brief
Supporting Teams
Managed Operations Team
Rapid7’s Managed Operations team works behind the scenes to ensure that day-to-day operations run as smoothly as possible. The team will report bugs in the system and work directly with the developers and CA's. They also do the troubleshooting with the CA's and vulnerability validation. The Managed Operations teams are located in our Belfast and Arlington Security Operations Centers (SOCs).
Managed Threat Complete (MTC)
Rapid7’s MTC is a single, integrated service that allows you to prepare for, detect, and respond to threats in your environment. MTC is delivered as a collaboration between Rapid7 and your team to accelerate your proactive, responsive, and strategic security maturity and extend your security operations by providing customized security guidance and hands-on 24x7x365 monitoring, threat hunting, incident response, and exposure management.
Customer Advisor Engagement
MTC Ultimate
MDR Customer Advisor - Your Managed Detection & Response CA will frequently communicate with your team to provide updates on service delivery, reporting, metrics, technology health, and to ensure Rapid7 is helping you address your security goals. Additionally, your CA will communicate with your MDR SOC team to understand information relevant to any investigations and incidents.
MVM Customer Advisor - Your Managed Vulnerability Management CA will collaborate with you to understand your goals with respect to how MVM fits within your security program. The knowledge gained from these discussions will drive the contextual output of your program deliverables. During monthly meetings with your MVM CA, there will be an opportunity for continuous feedback resulting in holistic program development. All of this helps adapt existing policies and procedures to maximize our joint risk remediation efforts. Throughout service delivery, your MVM CA will communicate and drive disciple and vulnerability program improvements by using specific and adaptive product reports, periodic business reviews, and monthly measurement of program progress using in-product metrics.
MTC Advanced
A Customer Advisor (“CA”) will be assigned to your organization. The CA is the main point-of-contact for your Rapid7 MTC Advanced service related to the detection & response service. For any Vulnerability or InsightConnect questions, your CA would direct you to opening a support ticket. This resource will work with your team as a strategic security partner—from initial technology deployment through incident response and ongoing security consultation—to shepherd your organization’s security maturity.
Throughout your MTC service term, your CA will frequently communicate with your team to provide updates on service delivery, reporting, metrics, technology health, and to ensure Rapid7 is helping you address your security goals. Additionally, your CA will work closely with Rapid7’s MDR SOC team to understand and convey information relevant to any investigations and incidents.
MTC Essential
As an MTC Essential customer you will be assigned a resource from a pool of Customer Advisors (“CA”). These resources will work with your team as a strategic security partner—from initial technology deployment through incident response and ongoing security consultation—to shepherd your organization’s security maturity. For any Vulnerability or InsightConnect questions, your CA team would direct you to opening a support ticket. You will interface with the MTC delivery team through the Customer Portal.
Throughout your MTC service term, a CA will frequently communicate with your team to provide updates on service delivery, reporting, metrics, technology health, and to ensure Rapid7 is helping you address your security goals. Additionally, a CA will work closely with Rapid7’s MDR SOC team to understand and convey information relevant to any investigations and incidents.
Supporting Teams
MTC Team
The MTC team is composed of an Onboarding Success Manager, a Customer Advisor, a Security Operations Center (“SOC”) Tactical Operations team, SOC Pod, the Rapid7 Incident Response team, a Product Security Consultant, and an Advisory Security Consultant. Please view the MTC SOS for more details on the team members involved.