TURN A FALSE ALARM INTO PROOF OF VIGILANCE
A false positive could make your team appear unprofessional and disorganized if handled poorly. How do you communicate a false alarm strategically and position it as proof of a mature SOC to build client trust?
The scenario:
Your SOC investigated a high-severity alert overnight and confirmed it was benign. You need to update the client without overwhelming them with technical details.
The prompt:
You are an MSP account manager writing to a client’s COO after a false positive. Here’s the incident report: [ paste report content ].
Write an email that:
States what triggered and why it looked risky.
Summarises the investigation in plain English.
Explains how you validated and tuned detections.
Reinforces that controls worked as designed.
Closes with a short thank-you and confirmation of continuous monitoring.
Keep the email under 200 words and avoid jargon.