An Open Letter to Customer

Choosing a CDN shouldn’t be a matter of trial and error—or luck.

If you’ve used some lesser-known CDN services, this may sound familiar: before you buy, they can stop any attack and deliver fast connections everywhere. When something goes wrong, the answers become “the attack is too large,” “you need to upgrade,” or “pay more and we can fix it”—perhaps accompanied by a traffic chart you have no way to verify.

It’s hard to know what actually happened.

Was there really an attack? Did the protection work? What exactly was optimized in the “optimized network”? Will paying more actually solve the problem?

Even more unacceptable are providers that manufacture attacks or threaten to suspend service to pressure customers into renewing or accepting price increases. Such behavior crosses a fundamental line.

Buying a security service should never mean having to worry about the provider itself.

Setting up a CDN you can sell and running a CDN service people can trust are two different things.

Buy an off-the-shelf platform, rent a few DDoS-protected servers, build a website, run some ads, and you can be open for business. But consistently delivering effective traffic routing, security, incident response, and product maintenance takes sustained engineering investment and a commitment to customers.

There is nothing inherently wrong with using off-the-shelf software or rented servers. The problem is presenting an upstream provider’s capabilities as proprietary technology, turning conditional protection into unconditional promises, or even using cracked software of unknown origin while leaving customers to bear the risks.

And customers often have little way to tell the difference.

Providers may all promise “strong protection,” “high speed,” and “reliability,” yet deliver very different results. So customers move from provider A to provider B, then from B to C. Every migration costs time and money, with the added risk of business disruption and lost users.

This information gap makes promises easy to inflate—and increasingly hard to trust.

DeepEdge wants to bring more clarity to this experience.

We want to build good products, provide dependable service, and earn a fair profit by solving our customers’ problems.

We explain what we can deliver and disclose the limitations upfront. When problems arise, we investigate and work to resolve them. When additional charges are involved, we explain why and what they cover.

Our principles are clear: we don’t promise protection we can’t deliver, exaggerate risks, or use fear to drive renewals and price increases. We also do not serve websites or apps involved in scams or provide services to fraudulent operations.

We won’t promise in this letter that “no attack will ever take you down” or that “every connection will always be fast.” Networks have limits, and protection depends on specific conditions. A trustworthy service delivers on its promises, takes problems seriously, and bases its pricing on real costs and the value it provides.

You don’t need to trust DeepEdge simply because of this letter.

Judge us by real-world performance, how we respond when something goes wrong, whether our technical explanations stand up to scrutiny, and how the service holds up over time. Apply the same standards to us as you would to any other provider.

We want you to stay because our products and service earn your trust.

DeepEdge Teams