After observing how customers actually use our platform, and because our goal is to provide powerful, reliable, and easy-to-use DDoS protection solutions for our partners and their customers, we’ve introduced an updated support model designed around different operational realities.
Building great DDoS protection isn’t just about improving mitigation. It’s about understanding how customers operate.
Over the past few years, we’ve seen that our customers generally fall into two groups: those who regularly manage attacks using our platform, and those who rarely need to intervene, but appreciate knowing that expert support is available.
Two Different Customers, Two Different Needs
Type 1: Self-Service Experts/ Network Engineers
These customers experience DDoS attacks regularly enough that they have established procedures make routing decisions with a self-service approach. They have their own operational playbooks and value fast, reliable tools to solve problems, not tickets.
Type 2: Just In Case Users
These customers rarely encounter DDoS attacks. For them, DDoS protection is primarily about preparedness and peace of mind. While they may not require regular operational assistance, they value knowing that expert help is available should an exceptional situation arise.
Both approaches are valid, they simply require different support needs.
Why We Changed Our Support Model
When we looked at how customers were using the platform, one thing became clear. Requests for engineering intervention during attacks are relatively uncommon. Experienced operators are highly self-sufficient and manage incidents independently, while insurance style users only occasionally require assistance only occasionally.
By separating engineering support from the standard service package, it allows us to pour more efforts into creating the most value by improving the platform itself.
That means continuing to improve:
- Automation
- Self-service workflows
- Visibility
- Mitigation Capabilities
- Overall user experience
Support Hasn’t Gone Away
This doesn’t mean engineering support is no longer unavailable. Customers who require dedicated assistance can still choose support packages, including 24/7 support and coverage for organizations that need match operational requirements.
Some organizations want a fully self-service experience. Others prefer guaranteed access to engineers during critical events. Our model now allows customers to choose the approach that best fits their business, rather than paying for a service they may not use.
Building a Better Platform
This updated support model has been in place since the beginning of 2026 and the feedback from partners and customers has been overwhelmingly positive. It has allowed us to focus engineering resources where they create the greatest long-term value: building a faster, smarter, and more capable DDoS protection platform.
For customers who prefer to manage attacks themselves, that means better automation, greater visibility, and faster workflows. For customers who need expert assistance, our engineers remain only a call away. Different customers operate in different ways, and we learned that their DDoS support should too.
