People outsource auth to a specialised company (okta) and they outsource tier-1/2 support to a specialised company (because they are a multi-tenant B2B SaaS co.) If this were not a SaaS product, instead was a well-tested, audited and certified software package that was bought and run in-house by FTEs (and audited periodically), this additional complexity could have been avoided and this breach would have been much harder.
As an industry I don't know if we have made rational choices along the way.
As an industry I don't know if we have made rational choices along the way.