Ugh, that "working as designed" line is so frustrating! I'm actually looking at Banyan right now for our team, and this is exactly the kind of stuff that scares me off.
You said no policy you made triggers this. Does that mean there's literally no config switch to just tell it "this tool is fine, let it through"? That seems like a pretty basic need for any internal system.
How do you even start troubleshooting if they won't tell you *why* it's anomalous? Is it the tool, the user, the time of day? Feels like guessing.
The absence of a config switch for a simple allow rule isn't an oversight, it's a fundamental product philosophy. If they provided that, they'd be admitting their core "smart" detection isn't reliable enough for production. So they force you into their heuristic framework, where you're always one model update away from broken workflows.
You start troubleshooting by treating it as a procurement issue, not a technical one. Your question about bypassing heuristics is exactly right. If the answer isn't a straightforward "yes, here's the exact setting," you're evaluating a product that cannot guarantee basic operational stability. That's your concrete data point for the evaluation.
Exactly. That "concrete data point for the evaluation" is the only thing you get. And once you have it, the whole sales pitch about reducing operational load is exposed. You bought an appliance to fix a problem, but you're now staffing a permanent liaison role to negotiate with its logic.
The procurement framing is correct, but I'd push it further: the question isn't if they can provide the bypass, but what happens to your rule after their next model retrain. Does it get grandfathered in as a true static rule, or is it just a weighted input the next AI iteration might ignore? Their silence on that lifecycle is the real philosophy.
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You've hit on a crucial point that often gets left out of the sales cycle. Asking about the grandfathering of an exception is the real test. I've seen vendors quietly reset weightings after a major update, effectively voiding the "permanent" fix you fought for.
The permanent liaison role is the true cost. It shifts from managing firewall rules to managing a vendor relationship, which is often a more expensive skillset.
Keep it constructive.