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Friday, August 13, 2021

The Green Sheet interviews Patrice Boffa

Arkose Labs, an online fraud prevention technology provider, is offering customers a commercial guarantee against stuffing attacks. Unveiled Aug. 10, 2021, the Credential Stuffing Warranty covers up to $1 million of customer response expenses to pernicious attacks that use automation to test massive amounts of usernames and passwords, the company stated. Patrice Boffa, vice president of customer success at Arkose Labs, shared additional insights about the new service with The Green Sheet. Following are excerpts from his interview.

What is unique about this warranty and how does it change the credential stuffing game?

Despite a host of technologies trying to solve the issue of credential stuffing—a major driver of compromised user accounts today—this is the very first time that a vendor has been able to offer warranty on their solution in this area. Arkose Labs will now cover up to $1 million in response costs in the event of a successful credential stuffing attack.

We believe this will shake up the vendor community long-term, with companies coming under increasing pressure to stand behind their product claims rather than offering their best efforts. The reason we are able to do this is because we have clear data on the efficacy of our solution, and our product has a definitive way to identify bot traffic, rather than a more probabilistic approach.

Our warranty provides commercial assurance that Arkose Labs will deliver the most robust protection against credential stuffing attacks available on the market today. What's more, we are able to do this in a completely user-centric approach—legitimate consumers are never blocked and rarely experience user interdiction. As a result, there is no risk in an increase in blocked good traffic due to us offering a warranty. Additionally, we provide rapid remediation to minimize the impact of credential stuffing attacks. When an incident occurs, our customers receive guaranteed priority response and remediation within 48 hours. 

How are your clients and channel partners reacting to this solution?

Feedback so far has been overwhelmingly positive. Customers appreciate that we go above and beyond to be a true partner with them, and they see that this warranty means we really stand behind our product. This is a value-add that we bake into our professional services package. Additionally, we have heard from prospects, analysts, and other industry experts who have reached out and expressed—quite honestly—their shock that a security vendor would offer such a warranty. Many people have given us feedback that this is a game-changer.

How do you expect this warranty to enhance your client relationships?

The login is one of the most attacked customer touchpoints and is on the rise. If we can help our clients improve their businesses by making it easier for their users to log into an account safely and quickly, then we're doing our job and thereby helping them improve their customer experience. That in turn deepens the relationship we have with our clients, because they see we are invested in their success. 

There are a lot of solutions out there trying to solve this, but the reality is that businesses are still being attacked. We're confident that our approach is the best solution to this problem and backing that approach with this warranty will make a difference.

How are you coaching your channel partners to position this service to their customers?

We have created a whole host of materials and documents for our folks internally and channel partners so they can easily convey the ins and outs of this warranty without getting bogged down with legalese. We have created a FAQ document designed to address common questions, a one-pager highlighting key aspects of the warranty and what it does and doesn't cover and when it would trigger, and even a short quiz to make sure everyone knows the basics. We wanted to make it as easy as possible for our partners to be able to convey the benefits of the warranty. end of article

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