‘Our cloud-based approach has paid off well during COVID-19 crisis’

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As the working scenarios are evolving from conventional on premise to cloud-based, Tushar Parekh, MD, Silicon Netsecure strongly recommends the enterprises to deploy EDR, DLP, and encryption software for their users

As a security solution provider, how do you assess the current scenario and the lessons learned? What’s your preparedness to handle such unprecedented situation?
As an information, network, and cloud security solution provider, we believe that being accessible and availability of secure data is of utmost importance for any enterprise. Over the past four years, our entire working has been 100 per cent cloud-based. We have invested our time and effort in a cloud-based ERP system which has helped us increase profitability and at the same time, optimise our processes.

We were an early mover towards digital transformation of processes and we started our journey four years ago, which has completely paid off during these critical times. Most importantly, we strongly believe in conserving our natural resources and are now proud to say that we have 100 per cent paperless operations.

We were already supporting clients on 24×7 basis and our support helpdesk is fairly streamlined. All clients have individual access to our cloud ERP for ticket logging and asset contract validity check. Our support team is internally rated based on the severity and time taken to close the support ticket. We have provided laptops to our engineers so that they can work from anywhere and combined with our cloud-based ERP, their working is seamless. As a security measure, we have installed with Endpoint Detection and Response (EDR) and Data Leakage Prevention (DLP) software in all the company-owned laptops.

How are you safeguarding your customers’ assets / premises in order to ensure continuity of their business operations?
In our line of business, security is the highest priority. All our clients already had firewalls and EDR / endpoint security software installed. We were able to enable the VPN licenses for them to work from home. For certain clients, we helped migrate their critical on-premise applications to cloud for uptime and availability. We also made sure that all our senior support staff are in touch with the clients and regular email communication is maintained.

With the sudden rise in cyber threats and attacks during this period, how are you ensuring your customers’ data is safe and helping them mitigate risks?
While deploying security solution for our clients, we ensure that irrespective of the internet service provider, their corporate internet policy is applied to the roaming users with restricted access. This helps ensure cybersecurity even when they are working from home. Our support staff are remotely monitoring all cyber security devices during this tenure.

During this time of total lockdown, how are you ensuring 24×7 service and support to your customers?
As mentioned above, we had already migrated to a cloud-based ERP system last year. This is helping us now, as we are completely online and easily reachable. All our clients have their own login portal available for Support Ticketing too. Besides, our support staff makes use of online meeting tools which has enabled them to provide non-stop service and 24×7 assistance to our clients.

Highlight some of the challenges being faced in providing service or support to the customers in this period?
In case of any appliance failure, the device RMA is not possible due to OEM and courier services being unavailable. During this lockdown period, we have no option but to provide an alternate solution to our clients.

Soon we will witness business models changing, wherein there will be far more remote workers in any organisation. In such scenario, what are the best cyber security practices that your customers should adopt? How would you, as a security solution provider, complement in such a scenario?
As the working scenarios are evolving from conventional on premise to cloud-based, we would strongly recommend our clients to deploy EDR, DLP and encryption software for their users. All network resources have to be accessed via VPN only. This would help secure the devices and the data too. Advanced solutions like SIEM can help co-relate multiple logs, thereby securing the network. It can further help consolidate log management, compliance, and security analytics tools into a single console. Access control solutions like PIM would help mitigate internal threats as well.

What’s your message to customers, so that they are assured of full support today and in the days to come?
We are definitely going through difficult times, as organisations are remapping their work processes and managing their data as well as people. During these critical times, we are available to all our clients 24×7. We all are in this together and will definitely emerge victorious in due course of time. I personally believe in a saying – ‘This Too Shall Pass’.


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