Akamai App and API Protector Customer Service and Support

PallaviSharma - PeerSpot reviewer
Platform Engineer at a retailer with 10,001+ employees

Our experience with customer support is good.

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Bharat Chandra - PeerSpot reviewer
Head of DevOpps at Indian express

They have been fantastic. Bilal, Nihal, and other technical team members provided us with great support from the beginning. 

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Rahul_Agarwal - PeerSpot reviewer
GM IT at a recreational facilities/services company with 1,001-5,000 employees

Their technical support is very good. When we have big events coming up, such as a cricket match or a G20 event, we can open a ticket in advance requesting immediate support during the event. If something happens, we immediately get support, and an engineer gets assigned. We get a dedicated resource. That has been very helpful.

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Buyer's Guide
Akamai App and API Protector
March 2024
Learn what your peers think about Akamai App and API Protector. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
ON
Security Analyst at a financial services firm with 10,001+ employees

I have contacted the technical support team through our engineering group, which included a support engineer. The solution's technical support team seems to be pretty responsive.

It seems risky for me to rate the technical support due to my lack of experience with technical support. But, if we consider all the caveats, I would rate them between eight to nine out of ten. However, I'm unsure if this rating would benefit others.

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Archana Heeralal - PeerSpot reviewer
Member of Technical Staff - Information Security at PayPal

The solution's technical support team will define its SLA and respond to you within the SLA. Even if they don't find any solution, they'll return and tell you they are still working on the issue. They're quite open, and they work within their SLA.

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Aman Aijaz - PeerSpot reviewer
Assistant Manager Global Security at Convergys Corporation

I have contacted the support team of Akamai. I rate the technical support an eight and a half out of ten. I am happy with their responses and answers to my problems.

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KE
Cyber Recovery Lead at a insurance company with 10,001+ employees

The technical support team has to improve on its availability.

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AK
Sr Manger DevOps at Foundit

Their support is prompt. We get the chat or call support instantly. If there is any problem that was not addressed before, we get prompt support for that. 

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Anoop Mohan - PeerSpot reviewer
Associate Director at a computer software company with 201-500 employees

They address the queries in a timely manner. They do not delay it, but in security, there could be a slight slowness in terms of assessing what can go wrong while trying to fix a problem. This can slow down certain processes. Sometimes when an attack happens, we need to act immediately on it, but blocking something just by looking at the pattern is not always the right thing. It might be the right thing for an immediate fix, but if you look at the damage it can cause, it can get complicated.

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BG
Network Administrator at Tommy Bahama

The technical support has been prompt. I'm pretty happy with it.

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RB
Head of Infrastructure at AIA

Because our third-party partner has a good relationship with Akamai, I think they can call the Akamai to join the incident call when an incident is happening. I think they're quite good and responsive for that. There is also a lot of documentation online regarding troubleshooting.

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CF
Senior Security Engineer at a comms service provider with 10,001+ employees

The guys at technical support are very technical, and then they're quite flexible. They are quite helpful to our customers.

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LJ
Sr Manager Dev Ops at a media company with 10,001+ employees

The technical support needs to improve. There is a minimum SLA but the number is large. Improving their SLA will help us solve our problems quickly.

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Bill Lee - PeerSpot reviewer
Cloud Architecture Consultant at Metaage

The technical support is good so is rated a ten out of ten. 

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SZ
Chief Technologist at a financial services firm with 11-50 employees

In general, technical support is good. It's gotten better, in my opinion, since the beginning.

Since about two years ago. Everything is fine. I have a dedicated person. I'm not sure how other customers handle things. The thing about Akamai is that they are Enterprise. It's high touch. They charge a lot of money. They provide high-touch support, you will be assigned a dedicated team, and hopefully, it's a strong team.

Unlike Cloudflare, when I looked at their offerings, Cloudflare provides a free tier. Akamai doesn't have a free tier; you can visit their website for free, but that's about it.

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Neha Shakyawar - PeerSpot reviewer
Head of Information at a leisure / travel company with 51-200 employees

Technical support has been great so far. They are knowledgeable and responsive. We're satisfied with the level of assistance we receive from them. I have no complaints.

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YA
Co-Founder and CEO at PT Eugenea Kreasi Utama

Technical support is very slow to respond.

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TI
Head of Cloud Security & DevSecOps at a financial services firm with 11-50 employees

I have been in touch with technical support and I don't have any complaints. It is a good service.

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IA
Solutions Architect, Cloud & SDDC at a computer software company with 5,001-10,000 employees

The technical support is above average and good.

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it_user628032 - PeerSpot reviewer
Senior Security Analyst at a tech company with 10,001+ employees

I would give the technical support a rating of 7/10. It is not consistent and it depends on the level of expertise of the support staff member who is assigned to your case.

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GL
Security Architect at a retailer with 10,001+ employees

Technical support has been wonderful for us.

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it_user298338 - PeerSpot reviewer
IT Systems & Operations Manager at a leisure / travel company with 1,001-5,000 employees
Customer Service:

Excellent and quick support.

Technical Support:

Excellent and quick support.

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Buyer's Guide
Akamai App and API Protector
March 2024
Learn what your peers think about Akamai App and API Protector. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.