Carbon Black Cloud

Great platform that has excellent malware detection and threat finding capabilities.

First of all, Id like to mention that the product Im referring to is VMware Carbon Black App Control, which was not listed among the products to evaluate. For that reason, I selected Carbon Black Cloud, although my feedback specifically refers to App Control. In our organization, we have around 9,000 endpoints, including 1,500 servers. Weve been using App Control since when it was called Parity. Frankly, over time the product has deteriorated. Although new functionalities have been added, its overall operation has become less efficient. For example, it was not possible to create a custom exclusion rule containing a path that already existed in another exclusion rule; the system would notify you of the duplication. Now it allows it, which has caused inconsistencies, since multiple people manage the tool. File and process scanning has become extremely intrusive, significantly slowing down our systems. We constantly receive reports about the high resource consumption of App Control, and even after creating performance optimization rules, the usage remains high. Previously, the product used to check file reputation through VirusTotal; now it uses other engines that are less effective, and the operation of Bit9 has become highly manual. In addition, many exclusions no longer work to prevent blockages users report that Windows applications are being blocked even though weve created trusted path rules and other kernel-level exceptions. Regarding technical support, honestly, its the worst Ive seen since ever. It has become a real headache we often prefer to live with the problem rather than open a ticket, because we already know they wont solve it. They just make us waste time asking for agent and console versions, requesting logs and event captures for analysis, and then take days before saying they need more time to replicate the issue in their lab. They keep dragging the cases until we give up. In the end, they suggest basic steps already documented in their manuals, but they dont actually fix anything. There used to be a support team that truly solved issues and even spoke Spanish thats no longer the case. Honestly, we continue using the product only because the alternative would mean migrating to the cloud (which we cannot do due to legal requirements) and because we have a long-term contract with the vendor. The tool used to be great, but it has significantly declined, and now we handle it very carefully to avoid breaking it. I truly hope you can assign a technical support representative who speaks Spanish and can help us resolve all our issues.