I thought i will share our experience and why he have decided to move on. We have been using Xcitium for about 8 yrs now. For us it has always been a love/hate relationship. The problems of late have just pushed us over the edge and decided to look at other products on the market. After a couple of months, we have made our decision. We need an all-around great solutions covering all attack vectors, platforms etc.
Our conclusion still is, when it comes to unknown threats executing on endpoints, xcitium is the best but other vendors are very very close with protection and everyone is improving their tech. The issue for us is xcitium is one of the few endpoints on the market with now antispam, has web protection but we found this to almost never work and cannot manage it from the dashboard. You then have to use XEG and XIG to make up for this shortfall. They have very outdated dashboard and feels old. On this same note, there are settings on the endpoint you cannot manage from the dashboard, this is bad development. With the auto containment being so good but the av lacking in other security aspects and features, many bugs, it’s just not worth staying just for the containment.
With XIG there is still no way to easily upgrade the agent from the XIG portal. We have to battle with procedures, and they never work. We then have to uninstall this manually and install again on every endpoint. The reporting on XIG is not user friendly, unusable and all over the place. This is not productive for an “Enterprise” solution. Found also pages to be blocked randomly and in the most ridiculous category that is not remotely close the real category.
This is very sad for us, but we had to make a decision that was best for our business and customers. It’s a big task to change vendors and inform customers but it had to be done. Xctium has alot to do to grow as they can’t just relay on their containment tech to attract and keep customers. Now with the annual increase, the SOCaaP from $3.25 jumping to $12 is just crazy. How do we justify a x3 price increase to customers and still have to add profit on top of this, we are a non-US based company and have to take exchange rate into account. Strangely the SOCaaP is cheaper on the iTarian platform as well as XCS…
For most of you here, you might not have any real issues or complaints about Xcitium but this is unfortunately not the case for us. We had to log tickets for issues every month, most tickets stay open for weeks and even months. There were times support was waiting for us, but this is very little in comparison where have to follow up on tickets and what is happening. We can’t work like this anymore and there is always something up with the software an causing some sort of issues and generating alot of unnecessary support calls for us.
The other issue we have is with malware rating. We submit alot of malware on a monthly basis to help xcitium and possibly help our customers. There were many times we had to object to the rating, the very same VT button in Valkyrie takes you to the score, then for example 50 vendors will rate this a malware but xcitium does not. So, who is correct here? Or Valkyrie will show it’s clean, then on on VT xcitium is one of the vendors that rate it as malware. Very confusing. I can understand if Valkyrie shows malware and on VT not as there is a bit of a delay to update but not this way around.
We are moving to itarain as we will still use it for the remote support etc. This platform is also not very great for patch management as you have to jump through hoops to stop updates from installing automatically. Itarain is much better at the msp aspects than xcitium but that is what it was designed for. We are using another RMM just because we couldn’t really use it, but we have kept some less essential endpoint on it and will move them to itarain.
I do hope they improve and wish them nothing but the best, but we have to part ways.
The larger thing though is the investment, I feel that many folks felt provoked to indeed add their input here, because they did not feel an informational investment from the XCITIUM team. This is not to point the finger at XCITIUM’s entire team and say “bad dog”, but, we have a common enemy, a common goal, and it’s so god mf damn frustrating when we’re working to reach it at different paces, some unsupporting of business operations as normal as has become evident in QuickSilver’s case.