I like that we have peace of mind knowing they are taking care of everything for us, which saves me valuable resources. The program itself doesn't always work as expected (or it could just not be my system). There should also be an option at least between "incident" or "service". If there isn't - then this feature needs more attention! We were dealing with many different vendors who weren't capable managing their customers' computer/network security. Our clients had no idea how much damage was being done because all they saw when checking their PC logs would say nothing but 'access error'. Having access issues arise because someone else has been compromised makes perfect sense once you understand the full scope of what happens behind-the scenes; however, it is very difficult from the customer experience perspective since most people don't even know about these things until after something bad actually occurs.