Imperva Incapsula Review

It can hide the true origin and provide access control. Their customer service sometimes has different responses for similar requests.

Valuable Features

  • Hidden origin
  • IP whitelist
  • Country blocking
  • Anti-DDoS
  • Special page protection (two-factor authentication)

Improvements to My Organization

For example, we host a website for customer in China. Incapsula can help to hide the real origin and provide access control over different pages. And it can protect the website from being attacked.

Incapsula provides 7x24 service for protection, which saves us a lot of manpower.

Room for Improvement

  • Customer service: Their customer service sometimes has different responses for similar requests. We sometimes need to explain the issue many times before they understand. Their CS staff is not well trained according to a consistent standard. For the same requests, some of them can perform well, but some of them might do it wrong.
  • Network management: Their network department sometimes doesn’t take the responsibility to improve network latency until we raise the problem many times or to top management. Sometimes, we encounter latency issues. Only sometimes does their network staff update their routing to improve the performance. Other times, they will not do so and they push the responsibility to another carrier.

Use of Solution

I have used it for one year.

Stability Issues

Sometimes their system has routed our Asia traffic to US/EU and we needed to ask them to change the route back to Asia.

Scalability Issues

Their Asia bandwidth, i.e. to China, sometimes has a lot of lag. And they take a long time to improve it, until they add a new ISP to improve the bandwidth.

Customer Service and Technical Support

Technical support is 7/10.

Previous Solutions

We previously used Akamai. Incapsula is much cheaper and the administration is much easier.

Initial Setup

Initial setup is easy, as Incapsula allows us to create new sites through their GUI or using an API.

Pricing, Setup Cost and Licensing

Incapsula pricing is very affordable.

Other Solutions Considered

Before choosing this product, I did not evaluate other options.

Other Advice

If you don’t have a strong IT team for security, Incapsula is a good starting point for outsourcing your internet-facing security issues.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
1 Comment
Orlee GillisConsultant

This review by Tom Judd may be helpful as an example for how other companies have benefitted/utilized Imperva's Technical Support --

28 September 16
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