26
Aug
2015
How to Use Zendesk for Customer Service Automation

“The obstacle is the path” is one of the better-known Zen proverbs—one that invites us to view challenges as growth opportunities. This is a very healthy outlook to have when working in technical support, where problem solving and stress tolerance are part of the job description.

Thankfully, there are tech support tools to help you face your path-obstacles. One of these is Zendesk, a versatile platform that streamlines many of the customer service challenges in running a large-scale, multi-tier operation.

Here are some examples of how our own customer support teams use Zendesk to support various service quality policies and work processes...

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29
Jul
2015
12 Tips for Choosing a Data Center Location

Whether you’re only looking for half a cabinet or carefully laying down a cross-continental deployment strategy, choosing a data center is never a trivial task.

In fact, with most contracts signed for a pre-determined term, this is likely to be one of those make or break decisions that can either boost or cripple your business. Once the hardware is in place, relocating it is both complex and time consuming. As a result, implications of a wrong choice could stretch far further than the immediate loss on a bad investment.

To help you avoid these bad decisions, we present a list of tips for choosing a data center, drawing on lessons learned through years of worldwide server deployments.

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26
Jul
2015
Don’t Panic! Easy Ways to Prepare for and Survive Website Downtime

It happens to the best of us—websites can experience slow response times or an outage for a number of reasons that are out of your control. Criminals try to penetrate your security perimeter to steal your users’ private data and credit card information. Hacktivists with an opposing view attempt to take your website offline simply because they disagree. Or, a bored teenager on the other side of the world decides to take your website down with a DDoS attack simply because he can.

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09
Jul
2015
CDN Peering: Adding IX to the Mix

Content delivery networks (CDNs) have enabled website operators to take advantage of accelerated network speeds without compromising web performance or overburdening server resources.

More recently, techniques such as CDN peering have benefited website owners by further speeding up their sites while reducing operational expenses. This article focuses on how CDN peering improves content delivery and enhances website performance...

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01
Jul
2015
 It’s Not a Game: The Ever-Growing Risk of DDoS Attacks on Online Games

Over the past six months, Imperva Incapsula has seen several high-profile, distributed denial of service (DDoS) attacks aimed at taking down several online gaming networks—including Xbox Live, Playstation, Nintendo, League of Legends, Blizzard, as well as countless other, smaller networks. While such attacks against online gaming servers goes back at least a decade, recent examples suggest that the problem is growing—both in terms of frequency and severity.

This blog post outlines the risks that DDoS assaults pose to gaming providers, as well as elaborates upon the unique confluence of factors that make the gaming industry an ideal DDoS target.

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24
Jun
2015
More RAM: ×100 Upgrade to Incapsula’s CDN Cache Capacity

Since 2009 Imperva Incapsula has offered updated multi-faceted solutions that make websites faster, secure, and reliable. Having a robust, global content delivery network (CDN) continues to play a major part in our offerings.

As part of our ongoing commitment to build upon our existing CDN, we recently introduced a set of upgrades that take its caching capabilities to a higher level...

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