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=== Experience with using Darktrace products === JP Morgan asked survey participants to rate their experience (on a scale of 1 = extremely dissatisfied to 5 = extremely satisfied) with using Darktrace products across the following different dimensions: * Ease of deployment (e.g. time to deploy/set-up period and resources required); * Integration with other security tools and data sources; * Ease of use (manageability of alerts); * Customization/configurability of the platform; * Scalability; * Service & Support; and * Performance (overall platform usefulness, ability to detect and respond to threats/attacks). In addition, JP Morgan asked survey participates to highlight the key factors that they like/dislike about Darktrace’s products. JP Morgan summarize the quantitative and qualitative feedback below. '''Figure 15: Darktrace: Weighted-average rating across key dimensions (aggregate)<ref>Source: J.P. Morgan; average values based on survey conducted across 30 current/past Darktrace customers; 1=extremely dissatisfied, 2=somewhat dissatisfied, 3=neither satisfied nor dissatisfied, 4=somewhat satisfied, 5=extremely satisfied.</ref>''' [[File:Figure 15.png]]'''<br />Figure 16: Darktrace: Weighted-average rating across key dimensions (past customers)<ref>Source: J.P. Morgan; average values based on inputs from 17 past Darktrace customers (out of a total of 30).</ref>''' [[File:Figure 16.png]]'''<br />Figure 17: Darktrace: Weighted-average rating across key dimensions (current customers)<ref>Source: J.P. Morgan; average values based on inputs from 13 current Darktrace customers (out of a total of 30).</ref>''' [[File:Figure 17.png]] {| class="wikitable" |+Table 6: Responses to the question "What do you most like/dislike about Darktrace products?" by current Darktrace customers (n=13)<ref>Source: J.P. Morgan. Survey comments have been reproduced in their original form and have not been edited except as indicated. Survey comments should not be attributed to J.P. Morgan and are not representative of its views.</ref> |# | colspan="3" |Likes | colspan="3" |Dislikes |- |1 |Network detection |Dashboard |Detection capabilities |Complexity |High total cost of ownership |Limited to network visibility |- |2 |Integrates with our existing security stack |Excellent detection and configurability |Low false positive and great reporting |Configuration requires time/learning |Tuning/customization non-trivial |Initial setup took longer than [expected] |- |3 |Good price |Good features |Good support |Limited function |Not best of breed |Can be difficult to use |- |4 |AI feature |Automation |Machine learning |N/A |N/A |N/A |- |5 |System management |Ability to detect threats |Reliability |Can be time consuming in managing log reports |Time to build skills |Lack of overall portfolio |- |6 |User interface |Ability to give actionable info |Always improving functionality |It’s expensive |Need a path to cloud only solution |Antigena email will sometimes not filter out email until after it hits the mailbox |- |7 |Rich in product features that are specific to our business needs |Road map for future technology that aligns to our needs |Engineering support and service is above other vendors |Can be quite costly when you add all the licenses and feature sets |N/A |N/A |- |8 |Usability |Effectiveness |Price |Learning curve |Integration into data sources (separate reporting) |External source coverage |- |9 |Dashboard and ease of use |Machine learning models |Ease of customisation |Cost is a little high |Expanding the solution will be costly |Feature requests need to be submitted via the customer portal |- |10 |Comfort blanket |Solves unique problem |[Threat hunt] |V expensive |[Marketing] | |- |11 |UI and ease of use |Ability to apply exceptions |Behavioral based scoring |New endpoint agent [requires] AI analyst |Models are hard to create |No archiving capability |- |12 |Performance at spotting strange or undesirable behaviour |User-friendly interface |The way it interrogates logs and allows network traffic playback |Cost |Lack of HTTPS inspection | |- |13 |Clever AI engines |[Continuously] improving & adopting to new emerging threats |Can work with human in the loop |Cost |Time to deploy |Lack of compatibility with some older hardware |} {| class="wikitable" |+Table 7: Responses to the question "What do you most like/dislike about Darktrace products?" by past Darktrace customers (n=17)<ref>Source: J.P. Morgan. Survey comments have been reproduced in their original form and have not been edited except as indicated. Survey comments should not be attributed to J.P. Morgan and are not representative of its views.</ref> |# | colspan="3" |Likes | colspan="3" |Dislikes |- |1 |Easy to work with, once you know how |AI |Unsupervised machine learning |Price |Integration |Wanted endpoint protection for remote workers |- |2 |Scalable |Cost |Somewhat ease of use |Interoperability with other security products |False positives |Admin overhead |- |3 |Product options |Coverage specifics |AI |Cost |False positive |Deployment |- |4 |Suite of products |Focus on industrial segment |Coverage areas email, IT, OT etc. |Niche product |Not tightly coupled with public clouds |Skills |- |5 |AI capabilities |Easy deployment |TCO |Integration with legacy systems |Scalability |Roadmap |- |6 |Hard to say at this point. The visualization tool they have is pretty slice |N/A |N/A |Not a lot of value for the money |Other security tools provided similar alerting and sometimes they alerted on things Darktrace did not |Tool was not the most intuitive. |- |7 |Ease of use |Cost |Strong security |Poor support |Better alternatives emerged |Not great [integration] |- |8 |Cost |Support |Customer Success |[Configurability] |Difficult to read manual |Cost Performance |- |9 |Customisation |Detection capability |Logging and UI |Scalability |Not many integrations |Hard to deploy |- |10 |Ease of deployment |Detection of threats - I did say we had a lot of false positives but it did also catch things we most likely wouldn’t have |Speed to operations from start of deployment |False positives - tuning seemed continuous and appeared to never end |Pricing - Other alternatives that cost less have since become available |Resources required to manage |- |11 |Ease of use |Scalability |Detection capabilities |Cost |Ease of integration |Skillset to operate |- |12 |Ease of implementation |Performance |Antigena [autonomous response] |Complexity of resolution |Limited training |Lack of customer focus as they grew |- |13 |Industry standard |Meets needs of its use |User friendly |Price |False positive rate |Technical material |- |14 |Efficacy |Integrations |Ease of use |Price |N/A |N/A |- |15 |Ease of implementation |Support |Cost |N/A |N/A |N/A |- |16 |UI |Ease of use |Price |Performance |Capability |Deployment |- |17 |Intelligence |GUI |Feature Rich |Complicated |Sometimes UI masks the advanced features |Data Visualization |} A majority of survey respondents (50%) – including customers who have discontinued the use of Darktrace products – indicated that Darktrace ''met expectations'' in terms of overall product performance. 30% of survey respondents (9 out of 30) reported that Darktrace products performed ''lower-than-expectations'', while 20% reported that Darktrace ''exceeded expectations'' in terms of performance. Qualitative feedback submitted by current and past Darktrace customers indicates that “high price” and “platform complexity” are among the top disliked factors. Several respondents either discontinued or indicated their willingness to discontinue Darktrace solutions due to availability of cheaper alternatives (such as Vectra AI and ExtraHop) and limited value-add from Darktrace products. Separate interviews with customers indicate that switching costs to alternatives are relatively low (3-6 months of training time/model tuning with a new solution). A majority of current Darktrace customers JP Morgan surveyed (7 out of 13) plan to keep spending with Darktrace unchanged, with 2 current customers indicating their willingness to discontinue usage of Darktrace products.
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