2024-02-23 - Version 2

Head of SafeDNS’s Customer Support: “People lack a human touch – SafeDNS still provides it”

Today effective customer support is the backbone of any successful tech company. Joining us today is Leo Nagano, the Head of Customer Support at SafeDNS, who has climbed the ranks from a technical support agent to one of the key leaders in the company. He shares insights on his career path, team dynamics, and the unique approaches that set SafeDNS apart in the realm of customer service.

Background

Leo, I know that you have had quite an interesting journey in the world of customer support, starting as a technical support agent. Can you share with our followers how you transitioned from that role to your current position?

Absolutely. My journey began in a local telecom company, where my passion for technology propelled me rapidly from a regular technical support agent to a senior engineer. In this role, I juggled numerous responsibilities, including managing departmental tasks. My curiosity did not stop there. After mastering the telecom sector, I explored various IT niches in different companies, progressing through roles like team lead and senior engineer. This exploration led me to network operation companies and, eventually, to my current role at SafeDNS.

That is quite a trajectory! And speaking of your current role, could you give us a glimpse into the structure of your support team?

Certainly. Our team at SafeDNS consists of highly qualified technical support agents, operating around the clock. The majority are seasoned professionals, having been with us for over two years. This experience has fostered a robust technical team.

Support Philosophy & Strategy

What is the core philosophy that drives your approach to customer support?

Our ethos is simple yet powerful: do everything possible to aid our customers. We aim for a support process that is not just high-quality but also fast, accurate, and courteous. There is no room for irrelevant responses in our playbook.

How do you balance efficiency with the need for a personal touch in customer interactions?

It all boils down to passion. Loving your job naturally leads to a balance between efficiency and personal care in handling customer needs.

Challenges & Solutions

Every team faces challenges. What are the most common ones for your team, and how do you tackle them?

Our primary challenges include managing a seamless ticket workflow and providing dual support – both to end users and internally. The key is our team’s professionalism, which allows us to navigate these challenges effectively.

How do you handle situations where a customer might not be right?

These situations are less about proving someone wrong and more about guidance. We rely on our technical documentation to provide clear, standardized solutions.

And in moments of high pressure, like peak times, how do you prioritize issues?

Prioritizing critical issues swiftly is essential. When a major issue arises, we quickly assess and focus our collective efforts on resolving it.

Training & Development

Could you walk us through how you onboard new members into your support team?

Onboarding at SafeDNS is a meticulous process. We only seek candidates who excel in both customer service and technical skills. Effective communication with customers is sometimes even more crucial than technical expertise, yet we are dedicated to excelling in both areas. As a result, only a select few candidates can begin their probationary period. Once onboard, new agents are supported by a comprehensive knowledge base, senior agents, and a collaborative work environment, ensuring a smooth transition into their roles.

Tools & Technology

What tools does your team rely on, and why?

Our toolkit includes platforms like Freshworks, Intercom, Whatsapp Business, and an internal CRM manager, alongside various minor integrations. For example, Freshworks gives us extensive support solutions, and Intercom allows for smooth communication with our clients. WhatsApp Business offers an easy-to-use interface for quick and cost-effective interactions. Our internal CRM helps keep customer data organized, and other small integrations we use to make our processes more efficient. These tools are chosen for their convenience, reliability, and comprehensive features, enhancing our team’s productivity and support quality.

How do you incorporate technology, like AI or chatbots, into enhancing support experiences?

AI and chatbots are invaluable in improving our support services. This technology quickly handles simple, frequent questions, freeing our agents to deal with more intricate and tailored customer needs. It makes our support process more efficient and ensures prompt, precise help for our customers. AI and chatbots can also provide round-the-clock support for complex issues. Blending AI and chatbot capabilities with our skilled support team, we offer comprehensive support that caters to our customers’ varied needs.

Metrics & Feedback

What key metrics do you track and how do they guide your decision-making?

We monitor customer satisfaction scores (CSAT), first response and resolution times, and customer effort scores (CES). Reviewing CSAT scores helps us pinpoint where we can improve our services. Tracking how quickly we respond and resolve issues allows us to gauge our efficiency and manage our resources better, leading to a smoother support experience. Additionally, the customer effort score helps us assess how easily our customers can use our support and interact with our products or services.

How do you integrate customer feedback into improving your services?

We collect feedback through surveys, our website, social media, and emails. This data managed via our CRM and sentiment analysis tools, informs product and service enhancements through regular cross-functional reviews and agile methodologies.

What would you say about negative feedback? How do you turn it into an opportunity for improvement?

This may sound cliché but we do view it constructively. Our approach involves acknowledging the feedback, investigating the issue, and communicating transparently with the customer. I would like to underline that transparent communication is a key element, where we keep the customer informed about the steps, we are taking to address their concerns. Long story short, we always use negative feedback as a learning tool for internal improvements and to enhance our support services.

Employee Wellbeing

Given the demanding nature of support roles, how do you ensure the well-being and morale of your team members?

Our focus is on creating a positive work environment. For example, we conduct regular team building activities, organized both online and offline, with the aim of enhancing camaraderie among team members and getting rid of the tedious daily routine. Flexible working hours, remote work options, and accommodating special personal needs are some of the ways we ensure a good work-life balance. We also maintain open lines of communication by ensuring that all team members are free to voice their views, concerns, or positive feedback, ensuring that every opinion matters. Our team members set goals together, discussing career opportunities so that everybody can clearly see relevant growth opportunities within the company. What I am listing now is not just about our department, it is SafeDNS’ philosophy on how to interact with employees.

How do you address burnout within the team?

We actively monitor for signs of burnout. Flexible scheduling, workload rotation, emphasis on breaks, recognition, well-being programs, and vacation usage are among our key strategies to combat burnout. But I guess the main thing that helps prevent burnout is to discuss concerns. At SafeDNS every single person is open to discussing any problems.

Unique Approach at SafeDNS:

We have already talked about the technical aspects and philosophy behind SafeDNS support. Can you tell me what makes SafeDNS customer support different from other companies?

I would say it is our proactive approach and personalized support with human touch. For sure we are proud of our truly rapid response times, dedicated account management, and customer feedback integration but in the era of bots and artificial intelligence, people lack a human touch – SafeDNS still provides it. This sets us apart in the industry.

How is this unique approach developed and maintained?

Developing and maintaining our unique approach involves analyzing customer expectations, investing in team training, and establishing a customer-centric company culture. We try to combine a conservative but much-desired human approach with adaptation to technological trends in the industry.

Looking Ahead

Let’s look into the future. How do you envision the future of customer support with evolving technology? What emerging trends are you noticing in tech support, and how are you preparing for them?

Obviously the future of customer support lies in the seamless use of AI. I would add that sophisticated omnichannel experiences, advanced analytics for personalized support, and the use of AR and VR technologies will be an integral part of quality customer support as well. I personally believe that proactive communication and environmental sustainability will also be key aspects.

Since I have been asked about new trends, well, I can say that we are seeing the ubiquitous integration of artificial intelligence, an attempt to strengthen cyber defenses, and a remote work trend, which increases the volume of work. We do our best to keep up with trends and educate our staff, reinforce cybersecurity, leverage collaboration tools, and adopt eco-friendly practices.

What are your future plans?

We do plan to grow as professionals. The sky is the limit, you know. To put it into practice, we are going to develop our mentorship programs which will include more cross-trainings. And, of course, we are embracing the industry advancements to stay at the forefront.

Tips & Recommendations

Leo, could you share your top three tips for enhancing customer support?

Absolutely. First, prioritize clear customer communication. Second, invest in the training and development of your team. And third, wisely embrace technology to streamline processes and improve customer experiences.

And last but not least: are there any resources that have significantly influenced your approach to customer support?

Well, there are a few of them. I would list the following ones: “Delivering Happiness” by Tony Hsieh, “The Customer Support Handbook” by Sarah Hatter, a must-read no matter what sector you work in, and probably the courses on customer support from HubSpot Academy and Coursera. Blogs like Help Scout and Zendesk also provide regular industry insights.

Thanks a lot for your detailed answers and useful tips. Good luck to you and your team!

About Version 2 Digital

Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

About SafeDNS
SafeDNS breathes to make the internet safer for people all over the world with solutions ranging from AI & ML-powered web filtering, cybersecurity to threat intelligence. Moreover, we strive to create the next generation of safer and more affordable web filtering products. Endlessly working to improve our users’ online protection, SafeDNS has also launched an innovative system powered by continuous machine learning and user behavior analytics to detect botnets and malicious websites.

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Eliminating BYOD Security Risks with NAC

In the wake of the digital revolution, businesses are continually seeking ways to stay competitive and innovative. One such strategy is the adoption of Bring Your Own Device (BYOD) policies, allowing employees to use personal devices for work. While this approach offers substantial benefits like flexibility and cost savings, it is not devoid of BYOD security risks. It’s imperative for businesses to understand these vulnerabilities and put measures in place to counteract them.

Understanding BYOD Security Risks

The incorporation of BYOD into business strategy may indeed be an innovative approach, yet it comes with an intricate web of security vulnerabilities. These risks, predominantly, sprout from the myriad of devices and diverse operating systems that gain access to the company’s network.

Prominent among these threats are malware attacks, phishing schemes, and the potential for device theft. The danger escalates when employees utilize unsecured public Wi-Fi networks or neglect regular software updates. Moreover, personal devices are often subject to shared use among family members, further escalating the risk of unintentional data leaks.

In essence, each device accessing the network represents a potential entry point for security threats. As such, BYOD increases the attack surface, thus complicating the task of securing business data. The stakes are high; a single security breach can lead to severe financial and reputational damage.

As BYOD continues to rise in popularity, comprehending these associated security risks becomes a prerequisite for any successful implementation. The first step towards mitigating these risks is understanding them in their entirety. This comprehensive knowledge is crucial for the creation of effective security policies that not only protect the organization but also respect user privacy.

Finally, while securing BYOD is a complex endeavor, it is by no means an insurmountable task. With the right tools and strategies in place, organizations can reap the benefits of BYOD without compromising security. And this is where Network Access Control (NAC) comes into play, a subject we will delve into in the following sections.

The Struggle to Secure BYOD

In the dynamic landscape of cybersecurity, the task of securing BYOD introduces a unique blend of complexities. As organizations venture into the realm of BYOD, the mosaic of diverse devices and operating systems presents a formidable challenge. The line demarcating the traditional security perimeter has essentially been erased, making it a daunting task to maintain oversight and regulate data accessed from personal devices.

This phenomenon creates an environment where control can seem elusive. The conventional methods of security that organizations have relied on in the past may not effectively apply to this new domain. A one-size-fits-all approach to security measures is impractical due to the heterogeneity of personal devices. This forces organizations to adapt and evolve, developing a new set of skills and approaches to keep their data safe.

A key part of this evolution involves creating balanced BYOD security policies. These policies must uphold the stringent security requirements that businesses need while simultaneously respecting the privacy rights of their users. Striking this balance is a fine art, requiring a deep understanding of the nuanced relationship between cybersecurity and privacy.

To further complicate matters, organizations often grapple with the constant flux in technology trends and cyber threats. Adapting to these ever-changing scenarios and staying ahead of the threat curve requires agility and foresight. It calls for a relentless commitment to security, continuous improvement, and a willingness to disrupt traditional models to protect sensitive data.

Securing BYOD is undoubtedly a complex endeavor, but it’s not an unconquerable task. With the right blend of strategic planning, smart policy making, and the judicious use of technology tools such as Network Access Control (NAC), organizations can navigate the complexities of BYOD security. Adept navigation in this area is crucial to harvest the benefits of BYOD without compromising on the security front.

The Role of Network Access Control (NAC)

In the labyrinth of BYOD security challenges, Network Access Control (NAC) emerges as an indispensable tool, serving as an architect of a secure digital landscape. This technology shines a spotlight on all devices seeking entry into the network, regardless of their provenance.

By granting such visibility, NAC empowers organizations to implement and enforce security protocols rooted in user identities, device categories, geographical location, among other factors. Its ability to discern and segregate potentially hazardous devices is remarkable, curtailing the risk of contaminating the network with malicious software.

However, the true strength of NAC lies not only in its robust defensive mechanism but also in its adaptability. It evolves with the changing landscape of device usage and cyber threats, aligning with the organization’s security postures. Whether dealing with a remote workforce or a myriad of IoT devices, NAC offers the flexibility to adjust and recalibrate security measures in response to the ever-shifting digital environment.

Yet, it’s crucial to note that the utility of NAC transcends the realm of protection. It also offers valuable insights into network activity, thereby enhancing the organization’s ability to make data-driven decisions about their security strategies. This knowledge, when combined with other security initiatives, can equip organizations with a comprehensive approach to taming the complexity of BYOD security.

Undoubtedly, NAC is a powerful weapon in the arsenal against BYOD security risks. However, wielding this tool effectively requires a holistic cybersecurity strategy, one that integrates NAC into the broader security framework. The interplay between NAC and other security initiatives, underpinned by robust BYOD security policies and a culture of security awareness, is pivotal in mitigating BYOD security risks. In other words, NAC is an integral part of the puzzle, but it’s not the complete picture. To secure BYOD, organizations need to see the whole canvas and strategically position NAC within it.

Leveraging NAC to Mitigate BYOD Security Risks

The incorporation of NAC into a larger cybersecurity strategy is the key to unlocking its full potential in mitigating BYOD security risks. Organizations should move beyond simply employing NAC as a standalone security tool, and instead, adopt a more holistic approach. At the heart of this comprehensive strategy are robust BYOD security policies, designed to safeguard sensitive data while respecting user privacy. These policies should clearly outline what constitutes acceptable use of personal devices within the organization, serving as a blueprint for safe and secure device usage.

Moreover, empowering employees with the knowledge of how to use their devices safely is crucial. Organizations should invest in cybersecurity training that emphasizes the importance of regular software updates, the risks of public Wi-Fi networks, and the appropriate handling of sensitive data. This education, coupled with NAC’s ability to regulate network access based on user identities and device types, can significantly enhance an organization’s defense against BYOD security risks.

Nevertheless, the key to a successful BYOD security strategy lies not only in the implementation of robust policies and the employment of NAC, but also in the strategic use of other security technologies. Organizations should consider leveraging additional security measures such as multi-factor authentication, secure remote access solutions, and advanced threat detection tools. The integration of these technologies with NAC can result in a fortified defense line, capable of identifying and responding to a broad spectrum of threats.

In essence, a strategic and well-rounded approach to BYOD security goes a long way in mitigating associated risks. By positioning NAC at the heart of this strategy and complimenting it with strong policies, continuous employee education, and the use of other security technologies, organizations can significantly reduce their vulnerability to BYOD security threats. The road to securing BYOD is challenging, but with careful planning and the right tools in place, organizations can successfully navigate this complex landscape.

Moving Forward: Visionary Leadership in BYOD Security

As we propel into the future, where BYOD gains more traction, the need for innovative leadership in BYOD security becomes indispensable. Leaders are now tasked with embracing the notion that security isn’t a destination achieved in a single journey but a never-ending voyage of learning, improvement, and transformation. This belief will guide them in navigating the fluctuating landscapes of cybersecurity.

Leadership in this realm extends beyond traditional definitions. It calls for visionaries who can not only foresee potential threats but can also anticipate advancements and trends in technology. This foresight can inspire the development of proactive measures and strategies, keeping organizations one step ahead of evolving security risks.

However, visionary leadership isn’t solely about anticipatory measures. It is also about cultivating an environment of continual learning and innovation. This environment encourages organizations to challenge the status quo, disrupt traditional models, and continuously seek improvements in their cybersecurity protocols. It inspires the pursuit of knowledge, fostering a culture that values learning and adaptation.

Moreover, leadership in BYOD security necessitates a relentless commitment to the protection of sensitive data. Leaders must champion stringent security measures and promote an organizational culture that places a high priority on data protection. This commitment needs to extend to all aspects of the organization, permeating through every department and individual, instilling a collective responsibility towards securing the network.

In essence, steering the course of BYOD security requires leaders to be visionaries, constantly learning, evolving, and driving forward-thinking strategies in the face of changing cybersecurity landscapes. It requires a balance between anticipating future trends and fostering a culture of continual learning and innovation. This kind of visionary leadership is crucial to navigate the intricacies of BYOD security successfully and, ultimately, to maintain the integrity of organizational data in this digital era.

About Version 2 Digital

About Portnox
Portnox provides simple-to-deploy, operate and maintain network access control, security and visibility solutions. Portnox software can be deployed on-premises, as a cloud-delivered service, or in hybrid mode. It is agentless and vendor-agnostic, allowing organizations to maximize their existing network and cybersecurity investments. Hundreds of enterprises around the world rely on Portnox for network visibility, cybersecurity policy enforcement and regulatory compliance. The company has been recognized for its innovations by Info Security Products Guide, Cyber Security Excellence Awards, IoT Innovator Awards, Computing Security Awards, Best of Interop ITX and Cyber Defense Magazine. Portnox has offices in the U.S., Europe and Asia. For information visit http://www.portnox.com, and follow us on Twitter and LinkedIn.。

How to prevent a DDoS attack: 7 key strategies

Key takeaways

A DDoS (Distributed Denial of Service) attack is a deliberate attempt to disrupt a network’s normal traffic by flooding it with too much of internet traffic.
DDoS attacks remain a significant threat, with a growing frequency and sophistication. In 2023, there was a 25% chance for organizations to face such attacks.
DDoS attacks come in various forms: application-layer attacks that target server response mechanisms, volume-based attacks that overwhelm traffic, and protocol attacks that exhaust server and network resources.
To prevent DDoS attacks effectively, organizations should implement a multi-layered strategy.
NordLayer’s Cloud Firewall, a key part of its security solutions, employs segmentation principles to reduce the attack surface and filter legitimate traffic.

A DDoS attack is a malicious attempt to disrupt normal traffic of a server, service, or network. It overwhelms the target or its surrounding infrastructure with a flood of internet traffic by overloading server capacity. With the frequency of DDoS attacks increasing, it’s crucial for businesses to understand and implement strategies to mitigate these threats.

While phishing attacks and malware are taking the lead on the list of cyber threats businesses are exposed to, DDoS attacks remain relevant when protecting your business. In 2023, organizations faced a 25% chance of dealing with a DDoS attack.

The risk of being attacked makes it relevant to include DDoS attack prevention in the organization’s cybersecurity strategy. This helps avoid any business disruption like a traffic jam to the website or unavailable service.

How does a DDoS attack work?

Understanding DDoS attacks begins with recognizing the internet traffic as a network of information exchange.

Imagine a bustling city intersection where cars represent data packets. Now, a DDoS attack is akin to this intersection being suddenly overwhelmed by an orchestrated fleet of vehicles, blocking regular traffic.

In the digital world, this fleet consists of numerous compromised computer systems, including personal computers and Internet of Things (IoT) devices, controlled by an attacker. These systems are often infected with malware, allowing the attacker to command them remotely.

In a DDoS attack, these hijacked systems are used as a force to generate massive amounts of network traffic, all directed at a single target, such as a website or an online service.

This influx of traffic from multiple locations creates a massive bottleneck, flooding the target with more requests than it can handle. In this scenario, the victim struggles to differentiate between legitimate and malicious traffic, much like a security guard trying to identify troublemakers in a crowd.

This makes it challenging to maintain normal operations without also unintentionally blocking legitimate users. Consequently, the targeted site or service becomes slow or completely unresponsive, leading to downtime and potential business losses.

Proactive DDoS defense is critical for businesses

At the end of 2023, companies experienced the biggest DDoS attack in the digital history.
Some of the affected parties were large organizations like Google and Amazon.
The attack methods generally involved overwhelming the targeted systems with massive amounts of traffic spikes.
Affected companies confirmed that malicious actors exploited a weakness in HTTP/2 (a newer version of the HTTP network protocol).
The outcomes of these attacks were significant, leading to widespread service disruptions and highlighting the growing need for robust cybersecurity measures.

What are the common types of DDoS attacks?

DDoS attacks come in various forms, each uniquely crafted to disrupt, overwhelm, and hinder.

Understanding these common attack types isn’t just about knowing how they work but also about getting into the minds of the attackers. These attacks range from flooding with too much traffic to using clever requests to drain resources.

This knowledge is crucial for anyone looking to fortify their digital defenses against these cyber threats. DDoS attacks vary in form and method, but the primary types include:

Application-layer attacks

App-layer attacks target specific aspects of an application or service.

This type of attack focuses on the layer where servers generate responses to client requests. They use bots to overload the server by repeatedly requesting the same resource, like HTTP flood attacks, which keep sending HTTP requests using different IP addresses.

Volume-based attacks

Volume-based–or volumetric–attacks involve overwhelming a system with large traffic volumes.

Volumetric attacks aim to deplete server resources or those of networking systems, such as firewalls or load balancers. A common example is the SYN flood attack, where numerous SYN packets are sent to a server, causing it to crash due to waiting too long for responses.

Protocol attacks

Protocol attacks consume actual server resources or those of intermediate communication equipment, like firewalls and load balancers.

They involve bombarding a server with excessive traffic, exhausting its bandwidth. An example is the DNS amplification attack, where large numbers of DNS responses are sent to the target server, overwhelming it.

Each type of protocol attack employs different methods to overload and incapacitate servers or network resources, highlighting the need for robust and versatile defense strategies.

7 ways to prevent DDoS attacks

Organizations must adopt comprehensive and multi-layered strategies to counter the threat of DDoS attacks effectively. Here are seven key ways to enhance your defense:

1. Enhanced network redundancy

Distributing network resources across multiple locations isn’t just about avoiding a single failure point. It’s like creating a web of pathways where information can travel.

Imagine a city with multiple roads leading to the same destination. If one road is blocked, traffic smoothly diverts to the other ones.

Similarly, in network redundancy, data centers play a crucial role. They spread traffic loads, making it difficult for DDoS attacks to target a single weak spot. This strategy is key to building several bridges, so if one falls, others still stand, ensuring the continuous data flow.

2. Robust infrastructure development

Think of your network as a fortress. The walls are your firewalls, the watchtowers are your intrusion prevention systems, and the gates are your security protocols.

Building a robust network architecture is like fortifying this fortress with various layers of defense. This multi-tiered approach is essential in managing unexpected traffic surges. It’s like having a strong foundation that can support the weight of sudden, heavy loads, ensuring that the network’s flow remains uninterrupted even under the pressure of an attack.

3. Securing the network perimeter

Regularly updating and patching network systems is like continuously reinforcing the walls of your digital fortress. Each update acts like a new layer of armor, closing chinks that attackers might exploit.

This ongoing maintenance is critical in keeping your network resilient against intrusion attempts. Monitoring IP addresses is like having vigilant guards scanning the horizon for potential threats, ready to raise the alarm and shut the gates against malicious intruders before they can breach your network’s defenses.

4. DDoS protection services

Utilizing DDoS protection services is akin to having an elite security team with advanced tools at your disposal.

These services, including Firewall as a Service (FWaaS) solutions, are like specialized agents trained to recognize and neutralize specific threats. They keep a watchful eye for volumetric attacks, ensuring your network remains safeguarded against massive, disruptive traffic influxes.

Think of these services as your rapid response team, always ready to spring into action to maintain the sanctity of your network.

5. Proactive traffic monitoring

Consistent network traffic monitoring is like having a high-tech surveillance system. It lets you detect unusual activity patterns, like traffic spikes, which could signal an upcoming DDoS attack.

This kind of vigilance enables a swift response, preventing potential threats from escalating. It’s about being one step ahead, recognizing the signs of trouble before they blow up into full-scale attacks.

6. Incident response planning

Having a well-defined incident response plan for DDoS attacks is like having a detailed emergency drill.

Your team knows exactly what to do, how to do it, and when to act. This preparation is key to dealing with threats efficiently, ensuring minimal operational disruption. A good response plan is a playbook that guides your team through a crisis, minimizing chaos and confusion.

7. Employee training

Educating staff about DDoS attack signs and response measures turns your employees into a frontline defense. It’s like training every individual in your organization to spot potential threats and react promptly.

When your team can recognize early warning signs, such as unusual network slowdowns, they become an integral part of your defense strategy, contributing to quick threat identification and mitigation. This collective awareness is a powerful tool in maintaining the overall security posture of your network.

How NordLayer can help

NordLayer provides a comprehensive approach to network security, with its Cloud Firewall being a standout feature in its arsenal against digital threats, including DDoS attacks.

This Cloud Firewall is designed not just as a barrier but as a smart filter that adapts to your network’s unique needs. It employs segmentation principles, which are critical to dividing a large, vulnerable surface into smaller, more manageable, and secure zones.

NordLayer’s Cloud Firewall effectively narrows the attack surface by segmenting the network. This is crucial because a smaller attack surface is less attractive and more challenging for attackers to exploit.

The segmentation works by categorizing network traffic and access points, thus allowing only legitimate and necessary communication to pass through. This targeted filtering significantly reduces the risk of malicious traffic infiltrating the network.

Are you considering implementing NordLayer’s Cloud Firewall to your security infrastructure to prevent DDoS attacks and other risks? Contact us to learn more about our comprehensive, secure network access solution now.

FAQ

What are the first steps in DDoS protection?

To initiate DDoS protection, start by evaluating your network’s vulnerabilities. Identify critical assets and potential attack vectors. Implementing a robust network infrastructure with redundancy is crucial. This means having your resources spread across various data centers, ensuring no single point of failure. It’s like diversifying your defenses across multiple fortresses instead of just one. Doing so creates a resilient network that’s harder to compromise, significantly helping to prevent attacks.

How can I mitigate DDoS attacks through network configuration?

Mitigating DDoS attacks starts with smart network configuration. Use techniques like rate limiting, which controls the amount of traffic a server accepts over a specific period. Implement geofencing to block or limit traffic from regions that aren’t relevant to your business. Also, configure your network hardware to reject malformed packets and filter out traffic likely to be part of an attack. These steps form a proactive barrier, helping to prevent attacks before they escalate.

Can a firewall stop a DDoS attack?

Cloud firewalls play a crucial role in DDoS attack prevention. They can filter out some malicious traffic and protect against certain attack types. Additional DDoS mitigation measures, such as specialized services and traffic monitoring, are often necessary to effectively counter these attacks. It’s essential to have a comprehensive cybersecurity strategy that combines firewall defenses with other security layers for robust DDoS protection.

About Version 2 Digital

About NordLayer
NordLayer is an adaptive network access security solution for modern businesses – from the world’s most trusted cybersecurity brand, Nord Security.

The web has become a chaotic space where safety and trust have been compromised by cybercrime and data protection issues. Therefore, our team has a global mission to shape a more trusted and peaceful online future for people everywhere.

About NordLayer
NordLayer is an adaptive network access security solution for modern businesses – from the world’s most trusted cybersecurity brand, Nord Security.

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Deciphering Distributed Systems: A Complete Guide to Monitoring Strategies

Distributed systems allow projects to be implemented more efficiently and at a lower cost, but require complex processing due to the fact that several nodes are used to process one or more tasks with greater performance in different network sites. To understand this complexity, let’s first look at its fundamentals.

The Fundamentals of Distributed Systems

What are distributed systems?

A distributed system is a computing environment that spans multiple devices, coordinating their efforts to complete a job much more efficiently than if it were with a single device. This offers many advantages over traditional computing environments, such as greater scalability, reliability improvements, and lower risk by avoiding a single point vulnerable to failure or cyberattack.
In modern architecture, distributed systems become more relevant by being able to distribute the‌ workload among several computers, servers, devices in Edge Computing, etc. (nodes), so that tasks are executed reliably and faster, especially nowadays when continuous availability, speed and high performance are demanded by users and infrastructures extend beyond the organization (not only in other geographies, but also in the Internet of Things, Edge Computing, etc.).

Types and Example of Distributed Systems:

There are several models and architectures of distributed systems:

Client-server systems: are the most traditional and simple type of distributed system, in which several networked computers interact with a central server to store data, process it or perform any other common purpose.
Mobile networks: They are an advanced type of distributed system that share workloads between terminals, switching systems, and Internet-based devices.
Peer-to-peer networks: They distribute workloads among hundreds or thousands of computers running the same software.
Cloud-based virtual server instances: They are the most common forms of distributed systems in enterprises today, as they transfer workloads to dozens of cloud-based virtual server instances that are created as needed and terminated when the task is completed.

Examples of distributed systems can be seen in a computer network within the same organization, on-premises or cloud storage systems‌ and database systems distributed in a business consortium. Also, several systems can interact with each other, not only from the organization but with other companies, as we can see in the following example:

From home, one can buy a product (customer at home) and it triggers the process with the distributor’s server and this in turn with the supplier’s server to supply the product, also connecting to the bank’s network to carry out the financial transaction (connecting to the bank’s regional mainframe, then connecting to the bank’s mainframe). Or, in-store, customers pay at the supermarket checkout terminal, which in turn connects to the business server and bank network to record and confirm the financial transaction. As it can be seen, there are several nodes (terminals, computers, devices, etc.) that connect and interact. To understand how tuning is possible in distributed systems, let’s look at how nodes collaborate with each other.

Collaboration between Nodes: The Symphony of Distribution

How nodes interact in distributed systems: Distributed systems use specific software to be able to communicate and share resources between different machines or devices, in addition to orchestrating activities or tasks. To do this, protocols and algorithms are used to coordinate actions and data exchange. Following the example above, the computer or the store cashier is the customer from which a service is requested from a server (business server), which in turn requests the service from the bank’s network, which carries out the task of recording the payment and returns the results to the customer (the store cashier) that the payment has been successful.
The most common challenges are being able to coordinate tasks of interconnected nodes, ensuring consistency of data being exchanged between nodes, and managing the security and privacy of nodes and data traveling in a distributed environment.
To maintain consistency across distributed systems, asynchronous communication or messaging services, distributed file systems for shared storage, and ‌ node and/or cluster management platforms are required to manage resources.

Designing for Scalability: Key Principles

The importance of scalability in distributed environments: Scalability is the ability to grow as the workload size increases, which is achieved by adding additional processing units or nodes to the network as needed.
Design Principles to Encourage Scalability: scalability has become vital to support increased user demand for agility and efficiency, in addition to the growing volume of data. Architectural design, hardware and software upgrades should be combined to ensure performance and reliability, based on:
- Horizontal scalability: adding more nodes (servers) to the existing resource pool, allowing the system to handle higher workloads by distributing the load across multiple servers.
- Load balancing: to achieve technical scalability, incoming requests are distributed evenly across multiple servers, so that no server is overwhelmed.
- Automated scaling: using algorithms and tools to dynamically and automatically adjust resources based on demand. This helps maintain performance during peak traffic and reduce costs during periods of low demand. Cloud platforms usually offer auto-scaling features.
- Caching: by storing frequently accessed data or results of previous responses, improving responsiveness and reducing network latency rather than making repeated requests to the database.
- Geographic scalability: adding new nodes in a physical space without affecting communication time between nodes, ensuring distributed systems can handle global traffic efficiently.
- Administrative scalability: managing new nodes added to the system, minimizing administrative overload.

Distributed tracking is a method for monitoring applications built on a microservices architecture that are routinely deployed in distributed systems. Tracking monitors the process step by step, helping developers discover bugs, bottlenecks, latency, or other issues with the application. The importance of monitoring on distributed systems lies in the fact that multiple applications and processes can be tracked simultaneously across multiple concurrent computing nodes and environments, which have become commonplace in today’s system architectures (on-premises, in the cloud, or hybrid environments), which also demand stability and reliability in their services.

The Crucial Role of Stability Monitoring

To optimize IT system administration and achieve efficiency in IT service delivery, appropriate system monitoring is indispensable, since data in monitoring systems and logs allow detecting possible problems as well as analyzing incidents to not only react but be more proactive.

Essential Tools and Best Practices

An essential tool is a monitoring system focused on processes, memory, storage and network connections, with the objectives of:

Making the most of a company’s hardware resources.
Reporting potential issues.
Preventing incidents and detecting problems.
Reducing costs and system implementation times.
Improving user experience and customer service satisfaction.

In addition to the monitoring system, best practices should be implemented which covers an incident resolution protocol, which will make a big difference when solving problems or simply reacting, based on:

Prediction and prevention. The right monitoring tools not only enable timely action but also analysis to prevent issues impacting IT services.
Customize alerts and reports that are really needed and that allow you the best status and performance display of the network and equipment.
Rely on automation, taking advantage of tools that have some predefined rules.
Document changes (and their follow-up) in system monitoring tools, which make their interpretation and audit easier (who made changes and when).

Finally, it is recommended to choose the right tool according to the IT environment and expertise of the organization, critical business processes and their geographical dispersion.

Business Resilience: Proactive Monitoring

Real-time access to find out the state of critical IT systems and assets for the company allows detecting the source of incidents. However, resilience through proactive monitoring is achieved from action protocols to effectively solve problems when it is clear what and how to do, in addition to having data to take proactive actions and alerts against hard disk filling, limits on memory use and possible vulnerabilities to disk access, etc., before they become a possible problem, also saving costs and time for IT staff to solve issues. Let’s look at some case studies that highlight quick problem solving.

Cajasol case: We needed a system that had a very large production plant available, in which different architectures and applications coexisted, which it is necessary to have controlled and be transparent and proactive.
Fripozo case: It was necessary to know in time of failures and correct them as soon as possible, as this resulted in worse system department service to the rest of the company.

Optimizing Performance: Effective Monitoring Strategies

Permanent system monitoring allows to manage the challenges in their performance, since it allows to identify the problems before they become a suspension or the total failure that prevents business continuity, based on:

Collecting data on system performance and health.
Metric display to detect anomalies and performance patterns of computers, networks and applications.
Generation of custom alerts, which allow action to be taken in a timely manner.
Integration with other management and automation platforms and tools.

Monitoring with Pandora FMS in Distributed Environments

Monitoring with agents

Agent monitoring is one of the most effective ways to get detailed information about distributed systems. Lightweight software is installed on operating systems that continuously collects data from the system on which it is installed. Pandora FMS uses agents to access deeper information than network checks, allowing applications and services to be monitored “from the inside” on a server. Information commonly collected through agent monitoring includes:

CPU and memory usage.
Disk capacity.
Running processes.
Active services.

Internal application monitoring

Remote Checks with Agents – Broker Mode

In scenarios where a remote machine needs to be monitored and cannot be reached directly from Pandora FMS central server, the broker mode of agents installed on local systems is used. The broker agent runs remote checks on external systems and sends the information to the central server, acting as an intermediary.

Remote Network Monitoring with Agent Proxy – Proxy Mode

When you wish to monitor an entire subnet and Pandora FMS central server cannot reach it directly, the proxy mode is used. This mode allows agents on remote systems to forward their XML data to a proxy agent, which then transmits it to the central server. It is useful when only one machine can communicate with the central server.

Multi-Server Distributed Monitoring

In situations where a large number of devices need to be monitored and a single server is not enough, multiple Pandora FMS servers can be installed. All these servers are connected to the same database, making it possible to distribute the load and handle different subnets independently.

Delegate Distributed Monitoring – Export Server

When providing monitoring services to multiple clients, each with their own independent Pandora FMS installation, the Export Server feature can be used. This export server allows you to have a consolidated view of the monitoring of all customers from a central Pandora FMS installation, with the ability to set custom alerts and thresholds.

Remote Network Monitoring with Local and Network Checks – Satellite Server

When an external DMZ network needs to be monitored and both remote checks and agent monitoring are required, the Satellite Server is used. This Satellite server is installed in the DMZ and performs remote checks, receives data from agents and forwards it to Pandora FMS central server. It is particularly useful when the central server cannot open direct connections to the internal network database.

Secure Isolated Network Monitoring – Sync Server

In environments where security prevents opening communications from certain locations, such as datacenters in different countries, the Sync Server can be used. This component, added in version 7 “Next Generation” of Pandora FMS, allows the central server to initiate communications to isolated environments, where a Satellite server and several agents are installed for monitoring.

Distributed monitoring with Pandora FMS offers flexible and efficient solutions to adapt to different network topologies in distributed environments.

Conclusion

Undertaking best practices for deploying distributed systems are critical to building organizations’ resilience in IT infrastructures and services that are more complex to manage, requiring adaptation and proactivity to organizations’ needs for performance, scalability, security, and cost optimization. IT strategists must rely on more robust, informed and reliable systems monitoring, especially when in organizations today and into the future, systems will be increasingly decentralized (no longer all in one or several data centers but also in different clouds) and extending beyond their walls, with data centers closer to their customers or end users and more edge computing. To give an example, according to Global Interconnection Index 2023 (GXI) from Equinix, organizations are interconnecting edge infrastructure 20% faster than core. In addition, the same index indicates that 30% of the digital infrastructure has been moved to Edge Computing. Another trend is that companies are increasingly aware of the data to know about their operation, their processes and interactions with customers, seeking a better interconnection with their ecosystem, directly with their suppliers or partners to offer digital services. On the side of user and customer experience there will always be the need for IT services with immediate, stable and reliable responses 24 hours a day, 365 days a year.

About Version 2 Digital

About PandoraFMS
Pandora FMS is a flexible monitoring system, capable of monitoring devices, infrastructures, applications, services and business processes.
Of course, one of the things that Pandora FMS can control is the hard disks of your computers.

Pandorafms 2024

Portnox Joins Microsoft Intelligent Security Association to Enhance Cybersecurity Collaboration

Integrating Portnox network access control technology with Microsoft Intune offers superior protection against evolving cyber threats

Austin, TX – Feb. 13, 2024 – Portnox, a leading provider of cloud-native unified access control solutions, today announced it has been accepted to join the Microsoft Intelligent Security Association (MISA), a coalition of Microsoft premier security partners, independent software vendors (ISVs), and managed security service providers (MSSPs) that have integrated their solutions with Microsoft Security products to provide intelligent security solutions that work together to help protect Microsoft customers against cyber threats.

“Joining MISA marks a significant milestone in Portnox’s journey,” said Denny LeCompte, CEO of Portnox. “Collaborating with Microsoft enables us to integrate our innovative network access control technology with Microsoft Intune and a potential host of other robust security solutions from Microsoft. This synergy not only enhances our capability to offer superior protection against evolving cyber threats but also aligns with our commitment to providing our customers with cutting-edge security solutions.”

As a MISA member, Portnox will collaborate closely with Microsoft security teams, gaining access to the latest security intelligence and insights. This enables Portnox to optimize its solutions for interoperability with Microsoft products, ensuring seamless and enhanced security for mutual customers.

“The Microsoft Intelligent Security Association has grown into a vibrant ecosystem comprised of the most reliable and trusted security vendors across the globe,” said Maria Thomson, Director of MISA. “Our members, like Portnox, share Microsoft’s commitment to collaboration within the cybersecurity community to improve our customers’ ability to predict, detect, and respond to security threats faster.”

Portnox’s membership in MISA is a testament to its dedication to cybersecurity excellence and its ongoing efforts to provide comprehensive zero-trust security solutions to meet the evolving security needs of businesses worldwide.

For more information about Portnox and its collaboration with Microsoft through MISA, visit www.portnox.com.

About Portnox

Portnox offers cloud-native zero trust access control and cybersecurity essentials that enable agile, resource-constrained IT teams to proactively address today’s most pressing security challenges: the rapid expansion of enterprise networks, the proliferation of connected device types, the increased sophistication of cyberattacks, and the shift to zero trust. Hundreds of companies have leveraged Portnox’s award-winning security products to enforce powerful access, endpoint risk monitoring and remediation policies to strengthen their organizational security posture. By eliminating the need for any on-premises footprint common among traditional information security systems, Portnox allows companies – no matter their size, geo-distribution, or architecture – to deploy, scale, enforce and maintain these critical zero trust security policies with unprecedented ease.

About Version 2 Digital

Portnox 2024 Network