Every vendor, us included, will hand you a feature-comparison table where their product wins. These are the questions we think actually predict whether a platform works for your team a year in.
Does the monitoring agent require any inbound access at any client site?
If yes, who owns maintaining and auditing that access over time — you or the vendor?
Is your data tenant-isolated at the database, or only by application-level filtering?
Application-only isolation depends on every query remembering to filter correctly, forever.
Are integration secrets encrypted at rest?
Or stored in a config table in plaintext a database dump would expose.
Does the platform validate outbound destinations it calls on your behalf?
Or will it happily fetch whatever URL an admin types into a settings field?
Can you export your full ticket history, device inventory, and client data on demand?
Without opening a support ticket and waiting on a vendor to hand it back to you.
If you left tomorrow, what would you actually be able to take with you?
A specific answer here beats a vague reassurance every time.
For backup specifically: whose storage does the data live in?
A backup you can't get to without the vendor is a single point of failure with good branding.
If the vendor has an outage, what visibility do you have into your clients' networks?
A monitoring platform that's also your only window into client health has a blind spot exactly when you need it least.
Does an AI feature take autonomous action, or does a human stay in the loop before anything executes?
"AI-powered" is not a specification — ask this specifically, of every vendor, including us.
How is a security incident on the vendor's own infrastructure disclosed, and on what timeline?
A vague answer here is itself an answer.
Outbound-only agents, database-enforced tenant isolation, encrypted fail-closed secrets, SSRF-guarded outbound calls, and an AI layer that drafts but never auto-executes anything consequential. See the trust center for the detail — and we'd rather you ask us these questions directly than take a feature table at face value, from us or anyone else.
No sales script — join the design-partner cohort and put these questions to the team actually building it.