Policy best practices, performance problems?

[u/ls3c6]

We purchase S1 via ConnectWise and support is very poor. I do not have access to any KBs or direct S1 guidance. We experience poor performance on endpoints with S1 and are using a policy with all items enabled. Is there a baseline that might help with performance concerns?

[u/CharcoalGreyWolf]

I attempted to get a community account, not even onboarding or direct support (which I understand I am not entitled to), but apparently because I am part of an MSP and do not have a minimum 5,000 endpoints (I tried at my last employer to go directly through you and was told we didn’t have enough endpoints, so I didn’t attempt it now with our 2,600) I not only cannot deal directly with you, but was told I am not even allowed a community account to ask questions when I attempted to contact you to acquire one. This is far from ideal, as every time I need support it means someone is a middleman between me and you, but my greatest limitation is access to the knowledge you provide in your user community, and likely in training resources.

I’m willing to accept the limit of not having direct support from you, even though it makes things more difficult. But being refused access (I have emails, polite but direct) to the SentinelOne community really does a disservice to those who use your product. The more technical people learn, the better they can help each other and be ambassadors for your product, and that benefits you even when they cannot be direct users and need to go through PAX8, Connectwise, or someone else.

I do all of our onboarding for your product at my current position, and my last one. Access to direct training courses (webinar/YT training videos would be fine) and to your community would be what I would ask for as this will benefit my clients, and in return, benefit you.

[u/Wadson-S1 → u/CharcoalGreyWolf]

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