This ticket provided no benefit to us and only wasted a lot of time on our side. The initial items produced took too long and had too many issues reported in them that couldn't be explained. We are still waiting on answers for some of these items. We ended up having to provide our own data to the auditors and examiners from our own systems because Integris could not produce usable data/reports to give them. Some of the items produced indicated serious issues in other areas that should have been caught or questioned by Integris long before. Audit and exam prep is one of the things we were hoping would be coming off of our own internal staff and be provided through our contract with Integris (which the contract indicates it should have been). I did not rate the employees on this ticket because I am not sure how much control they had in getting the items produced or questions answered.

Just like the other ticket similar to this one - one was for audit only and one was for exam - this ticket only wasted time. We couldn't wait any longer for Integris to produce accurate, usable, explainable data so we had to produce the data ourselves the best we could from our own systems. The audit and exam are both long over and we still don't have all the data. This is very concerning that simple reporting couldn't be provided and/or explained by Integris.

This was finally resolved but took way too long for a critical server. Additionally, we had to be the ones to find and raise the issue. I thought Integris was supposed to be monitoring these systems for exactly these kinds of things and preventing these issues from happening. The lack of resources caused issues on our side. We are still waiting on answers as to how Integris did not know this before we alerted them? For instance, what are the polling time intervals Integris is following to measure the resources?