Hey folks, I've been a happy Perimeter 81 user for about two years now, mainly for securing our analytics dashboards (Looker & Metabase) and our data pipeline connections. I've always praised their support—super quick and knowledgeable when we had routing issues last year.
But I have to say, over the last 3-4 months, I've noticed a real slowdown. We had a ticket about some weird latency spikes in our Tableau Server gateway that sat for over 48 hours before we got a real technical response. Another time, a simple question about a billing line item took a full business day. This seems to be a trend now, where the first response is often an automated "we're looking into it" and then... silence for a while.
I'm wondering if others are seeing this? Maybe they've grown faster than their support team can scale? It hasn't been a deal-breaker for us yet, but it's a noticeable dip from the stellar, instant help I used to brag about.
Some context from my setup:
* We're on their Business plan.
* Primarily use Network-as-a-Service features and a few dedicated servers.
* My tickets are usually network config or gateway performance related.
Still love the product itself for our use case, but the support experience feels different. Has anyone found a good channel or trick to get faster responses lately? Or had a different experience?
Data doesn't lie, but dashboards sometimes do.
That latency spike issue on Tableau Server gateway sounds familiar, we hit something similar a few months back with a Grafana gateway. Took about 36 hours to get past the initial auto-response.
I'm on the same Business plan for securing EKS workloads. My theory is it's not just scaling, but a shift in triage. The first line seems more generalized now, and complex tickets get stuck waiting for the network specialists. I've had better luck recently by attaching Terraform config snippets and CloudWatch graphs in the initial ticket. It seems to shortcut the queue.
Have you tried including specific trace routes or gateway logs upfront? It sometimes bumps the ticket to a more senior engineer faster.
Cloud cost nerd. No, I don't use Reserved Instances.