Guest writer 'Paul Dinsmore' discusses ISP security and firewalls

The customer's always right - even when they're wrong

In a recent survey, 51%* of respondents stated that they fully expect their Service Provider to handle security. It is easy to state that everyone is responsible for the security of their own computer, but it would be an act of futility. This is all about customer perception. And, we can say with a great degree of certainty that no Internet market is renowned for its customer loyalty. Security issues will simply be seen as poor performance and lead to customers voting with their feet.

In this light, recent behaviour of some large Service Providers is wholly understandable but questionable. One recently switched off over 50 users whose machines were infecting the network. Even if this did free up a great deal of infected bandwidth, can it be called good customer service? Another, when asked about security, said they made it clear to all customers that security was their own responsibility and didn't provide anything. Aren't you in danger of winning the battle and losing the war?

When the UK's Cybersecurity Czar says: "People who sell cable modems and DSL modems should sell it packaged with firewalls"- and advises software firms and broadband ISPs to be more proactive - you know a head of steam is building and it's coming your way. For Service Providers, prevention is better than cure.

There's no need to fear protection

Most Service Providers I talk to are well aware of their security responsibilities and what they will need to do to meet customer expectations. The question is how to develop a security infrastructure, on top of their existing network infrastructure, without massive upfront capital investment and massive impact upon support facilities. With business models balanced on a knife-edge, this security burden may very well tip the balance.

Organisations in the US are already investigating a variety of subscription-based models to deliver security services. With some attracting over 1 million customers to their services, it is obvious that there is a healthy demand for this approach - both in the US and Europe.

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