Illumio takes top spot in the Customer Service category based on its strategy which positions support as an ongoing partnership rather than a reactive helpdesk function, combining proactive engagement, structured onboarding and high-touch enterprise support with strong operational performance metrics.

The company frames customer service as a lifecycle-based model designed to support organisations from deployment through long-term operations. Customers receive 24/7 follow-the-sun support via web, email and phone, backed by technical specialists, real-time service updates and a 30-minute SLA for priority issues. Illumio also offers enhanced support tiers that include onsite assistance, Resident Engineers and dedicated Technical Account Managers for enterprise customers requiring more strategic engagement.

A major focus of the submission is customer enablement and self-sufficiency. Illumio highlights a broad portfolio of support resources, including a customer portal, documentation libraries, knowledge base content, certification programmes, live onboarding sessions, webinars, community forums and self-paced training. Standard support includes access to downloads, forums and training resources at no additional cost, while premium offerings add quarterly exposure reports, annual health checks and more personalised support services.

The company positions personalisation and proactive engagement as key differentiators, supported by a formal voice-of-the-customer programme designed to feed customer feedback directly into service improvements and product development.

Judges described Illumio’s submission as one of the strongest entries in the category, citing the combination of mature service operations, measurable outcomes and credible real-world customer evidence. The panel highlighted the company’s reported 30-minute SLA for priority issues, alongside 100% adherence to P1 and P2 response targets, a 97% customer satisfaction score and self-service success rates rising from 74% to more than 80% in recent months.

“Illumio delivered one of the category’s standout entries, combining exceptional service metrics with proactive, customer-led support and highly credible real-world evidence.”

The judges also pointed to a 4.91 out of 5 training CSAT score as evidence of the strength of the company’s enablement and onboarding programmes.

The judging panel said this submission stood out for balancing responsive technical support with long-term customer partnership. Monthly live onboarding sessions, lifecycle guidance and tiered support offerings — including Resident Engineers, Technical Account Managers, exposure reporting and annual health checks — are viewed as demonstrating significant operational maturity and depth of service.

Kelley Damore Chief Content Officer CyberRisk Alliance

Kelley Damore is Chief Content Officer at CyberRisk Alliance, where she leads content strategy across the company’s digital brands, research, communities and live events serving CISOs and security practitioners. At CyberRisk Alliance, she is focused on delivering 365-day engagement, trusted journalism and actionable insights to help security leaders navigate an increasingly complex threat landscape.