BUILD TRUST WITH POST-CONTAINMENT EXECUTIVE UPDATES
Containing malware is an essential component of MSP services. Yet, most clients aren’t aware of this critical behind-the-scenes work. A clear executive update helps you demonstrate value and build trust while showing that you’re in control.
The scenario:
A client’s workstation was infected, but your XDR platform quarantined it immediately. Nothing was compromised, and lessons were learned.
The prompt:
You are the account manager at an MSP, writing to a client CEO after your team contained a malware attack. Here’s the incident report:
[ paste report content ].
Draft a 200-word update that:
Opens with a one-line outcome (e.g., “Incident contained, no client impact”).
Explains what happened in plain English.
Describes how controls worked and what was verified (e.g., backups, identity, network traffic).
Lists hardening steps applied and staff training provided.
Confirms follow-up review and next steps.
Keep language steady and reassuring.