Technological Advancement of the system. Mostly thinking about future proof system and Incapsula made it possible which is definitely superior than the competitions. The Reseller portal is very user friendly. Wish to see some more benefits out of it and also, pricing should be more practical for the third world countries specially poor to mid earning countries where price is the main barrier to make Incapsula popular.
Further improvement can be done if the technical audit team can work together with the customers, where the problem they are facing and where the service should from back to square. Last three years support experience only shows that you don't find any problem at your end. Which indicates clearly that some robotic human is doing service in Incapsula who does not think about the technology rather pass day to day job with number of tickets to solve and thus to increase the KPI, not considering the sufferings of the customer. Not only that if a second level or 3rd level technical people talks to the customers sometime will definitely increase the market acceptance.
I just got some good news that Incapsula will take part in our drive to popularise Incapsula in our community. I really appreciate that. Also, like to see Incapsula Technical ambassadors to publish/speak to the technical community of the very stablished NOGs and Conferences like APRICOT, APNIC, SANOG and many other world recognised events. The competition is really aggressive in these events and getting very good response from there. It is also recommended that some very innovative promotional activities should be run on a regular basis in such events or some specific or individual events.
Support Staff. Too bookish.
Can not protect from Syn Flood.
Improve the support system by engaging some serious tech people who thinks the company as their own.
Internet Security is optimised.