Using data science and machine learning for improved customer support

In this blog post we’ll explore three tricks that can be used for data science that helped us solve real problems for our customer support group and our customers. Two for natural language processing in a customer support context and one for identifying attack Internet attack traffic. Through these examples, we hope to demonstrate how invaluable data processing tricks, visualisations and tools can be before putting data into a machine learning algorithm. By refining data prior to processing, we

Time-Based One-Time Passwords for Phone Support

As part of Cloudflare’s support offering, we provide phone support to Enterprise customers who are experiencing critical business issues. For account security, specific account settings and sensitive details are not discussed via phone. From today, we are providing Enterprise customers with the ability to configure phone authentication to allow for greater support to be offered over the phone without need to perform validation through support tickets. After providing your email address to a Cl

Project Crossbow: Lessons from Refactoring a Large-Scale Internal Tool

Cloudflare’s global network currently spans 200 cities in more than 90 countries. Engineers working in product, technical support and operations often need to be able to debug network issues from particular locations or individual servers. Crossbow is the internal tool for doing just this; allowing Cloudflare’s Technical Support Engineers to perform diagnostic activities from running commands (like traceroutes, cURL requests and DNS queries) to debugging product features and performance using b

Pwned Passwords Padding (ft. Lava Lamps and Workers)

The Pwned Passwords API (part of Troy Hunt’s Have I Been Pwned service) is used tens of millions of times each day, to alert users if their credentials are breached in a variety of online services, browser extensions and applications. Using Cloudflare, the API cached around 99% of requests, making it very efficient to run. From today, we are offering a new security advancement in the Pwned Passwords API - API clients can receive responses padded with random data. This exists to effectively prot

Concise Christmas Cryptography Challenges 2019

Last year we published some crypto challenges to keep you momentarily occupied from the festivities. This year, we're doing the same. Whether you're bored or just want to learn a bit more about the technologies that encrypt the internet, feel free to give these short cryptography quizzes a go. We're withholding answers until the start of the new year, to give you a chance to solve them without spoilers. Before we reveal the answers; if you manage to solve them, we'll be giving the first 5 peopl

Ten new data centers: Cloudflare expands global network to 165 cities

Cloudflare is excited to announce the addition of ten new data centers across the United States, Bahrain, Russia, Vietnam, Pakistan and France (Réunion). We're delighted to help improve the performance and security of over 12 million domains across these diverse countries that collectively represent about half a billion Internet users. Our global network now spans 165 cities, with 46 new cities added just this year, and several dozen additional locations being actively worked on. Our expansion

Banking-Grade Credential Stuffing: The Futility of Partial Password Validation

Recently when logging into one of my credit card providers, I was greeted by a familiar screen. After entering in my username, the service asked me to supply 3 random characters from my password to validate ownership of my account. It is increasingly common knowledge in the InfoSec community that this practice is the antithesis of, what we now understand to be, secure password management. For starters; sites prompting you for Partial Password Validation cannot store your passwords securely usi

Optimising Caching on Pwned Passwords (with Workers)

In February, Troy Hunt unveiled Pwned Passwords v2. Containing over half a billion real world leaked passwords, this database provides a vital tool for correcting the course of how the industry combats modern threats against password security. In supporting this project; I built a k-Anonymity model to add a layer of security to performed queries. This model allows for enhanced caching by mapping multiple leaked password hashes to a single hash prefix and additionally being performed in a determ

Going Proactive on Security: Driving Encryption Adoption Intelligently

It's no secret that Cloudflare operates at a huge scale. Cloudflare provides security and performance to over 9 million websites all around the world, from small businesses and WordPress blogs to Fortune 500 companies. That means one in every 10 web requests goes through our network. However, hidden behind the scenes, we offer support in using our platform to all our customers - whether they're on our free plan or on our Enterprise offering. This blog post dives into some of the technology that

DNS-Over-TLS Built-In & Enforced - and the GL.iNet GL-AR750S

GL.iNet GL-AR750S in black, same form-factor as the prior white GL.iNet GL-AR750. Credit card for comparison. Back in April, I wrote about how it was possible to modify a router to encrypt DNS queries over TLS using Cloudflare's DNS Resolver. For this, I used the GL.iNet GL-AR750 because it was pre-installed with OpenWRT (LEDE). The folks at GL.iNet read that blog post and decided to bake DNS-Over-TLS support into their new router using the resolver, they sent me one to take a l

What's Changed? Only running PHPUnit Tests for Changed Classes

Last night I was working on adding some features to a pretty large PHP project, the project had incredibly thorough Unit Testing. Whilst having too few Unit Tests is common issue for developers, in this case I was experiencing the exact opposite challenge; there were too many tests. The project had hundreds of thousands of Unit Tests (in some cases they really constituted Integration Tests) and it would take upwards of 40 minutes to run the entire test suite. After running a single change it si

Privacy-Protecting Portable Router: Adding DNS-Over-TLS support to OpenWRT (LEDE) with Unbound

If you want to skip ahead to instructions, scroll to the next section. But I, like a TLS handshake, am very verbose so please enjoy this opener. Imagine this scenario - I'm at a restaurant and need to have a private phone conversation but unfortunately my phone's battery is drained. To get around this problem, I borrow my friend's phone and dial the number - to protect my privacy I walk outside. When I'm done with the call, I come back inside and return the phone. Whilst the phone itself doesn

Validating Leaked Passwords with k-Anonymity

Today, v2 of Pwned Passwords was released as part of the Have I Been Pwned service offered by Troy Hunt. Containing over half a billion real world leaked passwords, this database provides a vital tool for correcting the course of how the industry combats modern threats against password security. I have written about how we need to rethink password security and Pwned Passwords v2 in the following post: How Developers Got Password Security So Wrong. Instead, in this post I want to discuss one of

How Developers got Password Security so Wrong

Both in our real lives, and online, there are times where we need to authenticate ourselves - where we need to confirm we are who we say we are. This can be done using three things: • Something you know • Something you have • Something you are Passwords are an example of something you know; they were introduced in 1961 for computer authentication for a time-share computer in MIT. Shortly afterwards, a PhD researcher breached this system (by being able to simply download a list of unencrypted pa

Concise (Post-Christmas) Cryptography Challenges

It's the day after Christmas; or, depending on your geography, Boxing Day. With the festivities over, you may still find yourself stuck at home and somewhat bored. Either way; here are three relatively short cryptography challenges, you can use to keep you momentarily occupied. Other than the hints (and some internet searching), you shouldn't require a particularly deep cryptography knowledge to start diving into these challenges. For hints and spoilers, scroll down below the challenges! The f

Cyber Security Tips (for your Parents)

Today, December 25th, Cloudflare offices around the world are taking a break. From San Francisco to London and Singapore; engineers have retreated home for the holidays (albeit with those engineers on-call closely monitoring their mobile phones). Whilst our Support and SRE teams operated on a schedule to ensure fingers were on keyboards; on Saturday, I headed out of the London bound for the Warwickshire countryside. Away from the barracks of the London tech scene, it didn't take long for the fo

Object Oriented Go - The Basics

I have evangelised Object-Oriented Programming for the bulk of my programming life; when I left school as a teenager I was accepted into an apprenticeship where the primary language was Java, more recently I have written books on Object Oriented Programming in PHP and PHP Design Patterns - largely focusing on refactoring legacy code to a more Object-Oriented design. From this information alone, you’d not be mistaken for thinking of me as a “traditional” OOP programmer. A few years ago I was giv

The Curious Case of Caching CSRF Tokens

It is now commonly accepted as fact that web performance is critical for business. Slower sites can affect conversion rates on e-commerce stores, they can affect your sign-up rate on your SaaS service and lower the readership of your content. In the run-up to Thanksgiving and Black Friday, e-commerce sites turned to services like Cloudflare to help optimise their performance and withstand the traffic spikes of the shopping season. In preparation, an e-commerce customer joined Cloudflare on the

The New DDoS Landscape

News outlets and blogs will frequently compare DDoS attacks by the volume of traffic that a victim receives. Surely this makes some sense, right? The greater the volume of traffic a victim receives, the harder to mitigate an attack - right? At least, this is how things used to work. An attacker would gain capacity and then use that capacity to launch an attack. With enough capacity, an attack would overwhelm the victim's network hardware with junk traffic such that they can no longer serve legi

Performing & Preventing SSL Stripping: A Plain-English Primer

Over the past few days we learnt about a new attack that posed a serious weakness in the encryption protocol used to secure all modern Wi-Fi networks. The KRACK Attack effectively allows interception of traffic on wireless networks secured by the WPA2 protocol. Whilst it is possible to backward patch implementations to mitigate this vulnerability, security updates are rarely installed universally. Prior to this vulnerability, there were no shortage of wireless networks that were vulnerable to i
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