It’s always interesting to get a peek at the otherwise secretive things going on in people’s lives, or a family’s dynamics, or the way an organization works. If this idea did not hold true, reality television wouldn’t be a booming industry, the Kardashians wouldn’t be millionaires, and every member of the viewing public would have an extra four IQ points.
Kardashian jokes aside, these behind the scenes looks can often be both interesting and informative. This is the case with the look Imperva Incapsula recently provided into the day-to-day work of their Network Operations Center, or NOC.
While Imperva Incapsula has provided an unprecedented look at a day in the trenches with top anti-DDoS support warriors, we will take it a step further and outline exactly what these workday processes mean for you when it comes to DDoS protection.
NOC Shifts: Around the Clock Protection
The Tier 1 support engineers at the NOC are the main point of contact for customers. They’re the ones who will guide you through initial setup, and they’re also the first line of defense in the event that you need to submit a support ticket. The Tier 1 support engineers work eight-hour shifts, and the NOC runs with three of these shifts per day.
Three shifts of eight hours per day equals, of course, 24 hours per day, 365 days a year. At any given moment, this anti-DDoS service has 30 extensively trained support engineers on duty. The second something goes wrong, a security event begins, or you need to get in touch, they’ll be there in the NOC with their skills, expertise and the most advanced monitoring tools in existence.
Immediate Response: It’s never too late to Onboard DDoS Protection
The best defense is a good offense. It’s always better to have security measures like DDoS protection in place before you need them. However, just because your business wasn’t t fully prepared to fight a DDoS attack doesn’t mean Incapsula won’t take care of it.
Don, an Incapsula NOC shift lead, recalls a time when a large company received a DDoS ransom demand from DD4BC, one of the leading DDoS criminal groups, demanding approximately $9,200 in exchange for not launching a 400+ Gbps DDoS attack. The NOC immediately guided the company through the DDoS mitigation setup process, leaving the company fully protected within one hour. The attacks (which were around 400+ Gbps) were easily handled and no ransom was paid.
Support Engineers stay with their Tickets: No one’s Security Slips through the Cracks
An NOC shift change doesn’t mean everyone in the NOC packs up their things and immediately vacates the premises. If an engineer has an open support ticket, he or she will make every attempt to stay with it until it has been successfully closed. This ensures that a client’s security or support is never left behind.
Generally the only time a support ticket will change hands is when the Tier 1 engineer finds he or she is unable to handle it themselves. Their first step will be to escalate the ticket to the Tier 1 shift lead, which is the top engineer in each Tier 1 shift. If the shift lead is also unable to resolve the ticket, they will refer it to the Tier 2 support engineers.
Tier 2 and Tier 3 Support: No Problem is too big
When an issue exceeds the knowledge or capabilities of Tier 1 support engineers, that issue is referred. Tier 2 (as well as Tier 3) support is more specialized support from the security, network or research and development teams. These teams have the in-depth knowledge necessary for handling uncommon or complex issues. Tier 2 and Tier 3 support engineers, like their Tier 1 counterparts, are on call 24/7.
Feedback Carefully Considered
Often times, when you send feedback or comments to a company it is likely that it is never read or actually considered.
However, often times it is different. Incapsula’s products and services are always evolving, just like the online landscape is; they carefully consider each piece of feedback they receive. For example, an enterprise customer recently contacted them to request a specific customization of the notifications feature. This request was forwarded to the Tier 2 support team to check if it was a feasible request. Sure enough, the requested feature was already in development, and as a direct result of the request, they bumped up the feature to the next release.
Everything you’ve dreamed of in DDoS Mitigation
It’s probable that everything you’ve dreamed of in terms of DDoS mitigation amounts to successful and efficient DDoS mitigation service. However, it turns out that some service providers do just that and a whole lot more.