How an MSSP Director Tests Agentic AI for Regulated Law Firms

Michael Crisafio is Director of Cyber at Tier 1 Consulting, an Australia-based MSSP serving law firms and regulated businesses. He also acts as Director of Cyber for three MSP partner firms, vetting and deploying security tools before they get rolled out more widely. He's not a passive evaluator. He's an early adopter actively building his own agentic stack, and he tests everything in production.

When he found OpenFrame, he recognised it as something the market has been missing. Not another platform bolting AI onto a legacy foundation, but something built with agents in mind from day one. That distinction matters to someone operating at his level. He wasn't looking for a cheaper option. He was looking for the right foundation.

Too much senior consulting time was going into basic endpoint issues. With low-tech clients, even a straightforward problem takes significant effort to resolve. Things like extracting the right detail from the customer, logging in remotely, inspecting the device, working out what's actually wrong, and then documenting everything properly. These tasks demand senior input but they aren't the best use of it.

The problem compounds quickly. Jobs get pushed back not because they're too hard, but because the setup time to even get started is too high. For a lean MSSP operation serving compliance-driven clients, that's a real drag on capacity and customer experience. Every hour spent on first-pass investigation is an hour not spent on higher-value work.

Michael uses OpenFrame and the Fae agent to handle the first layer of investigation before he ever steps in. Fae triages the issue, collects the technical detail, documents findings, and helps work through the root cause in real time while Michael coordinates with the client on the other side. By the time he's ready to act, the facts are already on the table and the path to the fix is clear.

That changes the entire dynamic. He's not starting from zero. He's not hand-holding a low-tech client through basic diagnostics. He walks into a situation that's already been scoped, documented, and partially resolved. The jobs that used to get pushed back because they took too long to start now get done.

Senior consulting time is protected. Early triage, issue documentation, and repetitive technical fact-finding are handled automatically by the platform before Michael needs to get involved. That shift alone has had a significant impact on how much he can take on without adding headcount.

He's handling more issues without getting pulled into every small endpoint problem from the start. Customer experience has improved too. Issues get worked in real time rather than sitting in a queue waiting for a senior consultant to get fully across them from scratch. And work that would have previously been deprioritised because the setup cost was too high is now getting done.

For Michael, OpenFrame isn't just a tool. It's the agentic foundation he was already trying to build himself.