A room for operators. Not a support queue.
There is a DEFLECTO Discord, and it is worth being in. It carries announcements, live word while an incident is running, and questions from people still deciding whether to buy. It is not where a paying customer should report a problem, and it is fairer to say that here than after you have typed one out.
Four things happen in there.
Announcements
New locations, new capability, and anything that changes how the product behaves for traffic already passing through us. It goes to the room at the same time it goes anywhere else.
Status during an incident
When something is degraded you get the running account: what is affected, what we are doing about it, and when the next update lands. The status page holds the record, the room sets the pace.
Questions before you buy
Sizing, what a challenge actually feels like to a real visitor, whether a particular stack fits behind an edge. Asking in the open means the next person with the same question already has the answer.
Other operators
Hosting companies and game server operators who are already running behind us. Some of the most useful answers in that room are not ours.
It is not the support channel.
Chat has no memory you can rely on. A message posted at two in the morning is thirty messages up by breakfast and nobody owns it. A ticket has a number, an owner and a history, so the second engineer to touch your problem can read what the first one already tried.
The difference matters most during an attack. What helps then is someone who can see your traffic, not someone who can read your description of it. Contact reaches the engineer on call with your hostname in front of them. The room reaches whoever is awake.
So this is not us keeping customers at arm's length. It is the difference between being answered and being replied to.
- Account and access
Anything that changes who can reach what, or that needs us to be certain who is asking.
- Billing and invoices
Plan changes, quotas, and any charge you want explained or corrected.
- An attack on a domain you pay for
Live mitigation on your own traffic, at any hour.
Come in.
One invite, and it does not expire, so a bookmark keeps working and anything else claiming to be our server is not.
Anything that needs an account or an invoice goes here instead, including an attack that is happening right now.
Contact