Verisign Internet Defence Network

Seth Mattinen sethm at rollernet.us
Wed Jun 1 01:44:04 CDT 2011


On 5/31/11 10:26 PM, Hank Nussbacher wrote:
> 
> My biggest gripe was their SLA - or lack of one. Back in Dec 2009 I
> forced them to start writing an SLA which they had not thought of, which
> back then showed an immaturity of service.  Things might be different
> now.  Verisign then took the view that the SLA should be based on
> *their* mitigation platform availability ("our scrubbing center has 100%
> SLA") and not on the customer site availability (all great and wonderful
> that your scrubbing center is up and running - but my site is down). 
> They were willing to give service credits if their scrubbing center was
> down but not if the customer site was down.
> 
> I found they had a well established customer portal and ample reporting
> facilities.
> 
> Just make sure they have improved on their SLA before buying.
> 

Sounds like a catch-22 though; if it's not always on and only starts
scrubbing after an attack begins (pending activation approval from the
customer which may take time), then the customer site is quite possibly
already down when they start doing their thing to make it come back up.

~Seth




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