We were impressed with the technical support.

Technical support is very, very responsive. They're very good and they've got strength in depth. Across the world, they've got people. We deal with the local guys in the Netherlands, and they're pretty good.

I haven't had to call technical support, however, from what I've heard, they're okay. They are not great, not bad, just right down the middle.

The tech support people are good. They are very good.  

The technical support is impressive.

The solution's technical support services are fine. 

Their technical support is good. We get a quick response from them.

This is the weakest point of Imperva. They have some very good technicians but not at the first level of support. I have already told them this several times. Each time I meet or talk to a chief or director, I say, "Your product is very good, but your support is not at the same level." I provide support to my customers for their solution. So, I know what the customers expect and how to address this kind of expectation. They need some improvement at this level.

I have yet to need customer service.

I rate the level of technical support as very high.

Incapsula: Technical support provides fast response via email tickets, and fairly responsive local technical/account reps.

CloudFlare: I have hardly utilized their technical support so far.

Service is good and prompt, 9/10.

I haven’t had much need for tech support.

If the scale is 1 to 10, technical support is a 9. Our global service team is more than 10 people. We have a whole Incapsula service team as well as our all global staff team.

Technical support has good response time. I am also the liaison officer for the technical team in Singapore. Support responds quickly and they do attend to the issues that we raise to them.

We have not had any problems with their technical support.

Technical support is quite proactive in sharing information.

Very good, although I have not had any problems so far.

I believe that Technical support is 24/7. They are also very quick to respond via email.

I like their support. The times we have asked for their help, they have been very accurate at giving answers.

Response from technical support has been very good. I would say that they are excellent because they are always willing to attend to customers' requests. They provide support based on time zones so there is good access.  

I am satisfied with the customer service. The few times that we had issues, they technical support team was able to solve our issues. 

Technical support is first class. These guys are sharp.

Fairly low – I’m in between Incapsula sales people so it’s hard to answer, but I have had trouble getting answers to my questions.

I like the product so I am happy with that but getting to them was not simple.

They had one thing they had to do and they did that – was pretty straightforward.

8/10 – they were responsive.

8/10

Communication declined a bit as they got bigger – 7/10. Service is really good though.

8/10. Service is good.

8/10 – very professional.

8/10 – very professional once they got back to me.

The company has really improved its technical support over the past year. Before that, I wouldn't rate them as very good, but they are much better now.

Some tickets seem to hang for some reason and some of the more-technical tickets seem to go through lot of different people before they get solved, but generally the customer service has been good.

General documentation is good enough that we haven't needed technical support that much, but the answers have been good once you go through the "Off-the-shelf" answers.

Average to poor.

Average to poor.

I don't use the technical support, but my colleagues do and they haven't mentioned any problems. 

We don't directly deal with technical support, but I've never heard of any problems or complaints from clients.

Technical support is 7/10.

It was pretty high quality service. They guarantee to fix your problem within 15 minutes, but they don’t always keep their word.

They are professional people who provide solutions.

I would say that technical support is average.

Technical support is excellent. In the few times we tried to contact Imperva's support, we received quick and swift replies.

We have not needed to have much interaction with the support teams but when we do they address the problem quickly and with a high level of accuracy. The support, in my opinion, is very good.

Technical support is excellent.

We've been in touch with technical support in the past. Out of ten, I'd rate them at six or seven. We've had some issues with them in terms of response times, but overall they are okay.

Great.

Excellent, no issues.

Excellent.

Technical support is provided by a distributor, and sometimes, there's a delay.

I would rate the technical support at four on a scale from one to ten.

I've never contacted technical support, and I'm unsure if anyone on my team has, either. I wouldn't be able to speak to the quality of service they provide.

I have never had a ticket with technical support, but I believe that they are supportive.

We rate technical support as really bad. It took one month to solve an issue with one node and give us an alternative solution. Apart from the management interface, support service has to improve their response times (based on our experience with them).

I have had to contact support only once for API support and it was a good experience.

9.5 -- they're very good.

9.5 -- turnaround is very fast.

Technical support provides good, quick responses.

Their support team is great and you get a response/resolution within five minutes of submitting a support ticket.

Incapsula’s support personnel is very good, positive, and most of them passionate. Sometimes a second-level support might be required for more complex requests. Additionally, you may see a slight delay in replying to support tickets, but you are able to contact them via phone for critical cases and prompt response.

10/10

8/10

10/10

10/10 – within 5 minutes we have had a response.

Customer service is good.

Technical support is good.

Customer service is 8/10.

Technical support is 8/10.

Excellent, they answered all our questions.

Very good, the information provided by Imperva for the deployment was very clear.

Once going enterprise, support is excellent.

Once going enterprise, support is excellent.

Technical support was very helpful.

The web support could be enhanced, you need to call to get immediate support.

They need to work on the customer support; in my opinion, this is their weakest point. Some of their support representatives really have no idea how their service works.