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SingleHop Adds Multi-Factor Authentication as Part of New Customer Feedback Initiative

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SingleHop launched multi-factor authentication on Tuesday to bring an additional layer of security to its proprietary LEAP client portal.

Multi-factor authentication enables customers to use a real-time generated token code to access their account, along with their regular login credentials. Token codes are sent to a users registered device and are updated every 60 seconds.

SingleHop has partnered with Authy to use its two-factor authentication platform built for the cloud.

“Many people use insecure passwords or they use the same password over and over,” Dan Ushman, co-founder and CMO SingleHop says. “When it comes to a hosting client portal like LEAP it has all of your servers in it, it has your tickets, and it may contain password information or IPs you don’t want out there. This allows us to make sure that not only clients get in there, but also when customers call us, it gives us a way to authenticate them.”

Ushman says that multi-factor authentication is “taking security to the next logical level.”

“As SingleHop grows up and the market grows up, the password has to go along with it,” he says.

With social engineering making headlines over the past few months, multi-factor authentication is a relatively easy way for web hosts to do their part in ensuring customers are who they say they are when they call for support. Recently, an attacker was able to social engineer a GoDaddy support agent, accessing a hosting and email account that didn’t belong to him.

Multi-factor authentication is the first of many features SingleHop plans to implement as part of its new Ideas portal where customers are invited to suggest new features, and vote on ideas they want to see implemented.

“A couple of months ago we actually launched a website at ideas.singlehop.com, and the idea was to encourage feedback from our customer base,” Mark Cravotta, EVP sales and service, SingleHop says. “Most of our evolution came from customer requirements so we formalized it, and this is one of the ideas that was submitted. It was something that we could very quickly and very cost effectively implement. We took the customer feedback and it’s been very well received across our customer base.”

So far, since launching the portal three months ago, Ushman says SingleHop has seen around 25 submissions from around 60 customers who have signed up. Features are being implemented in order of votes – two-factor authentication had the highest number of votes so it was launched first.

“I think the broader point is we’re giving our customers a chance to participate in our roadmap and right to influence it instead of sitting on the sidelines and kind of taking what we give them,” Ushman says. “We’re going to enforce it by very aggressively tackling the items and knocking them out, making our customers wishes come true.”

Aside from implementing features from its new customer ideas platform, SingleHop is going through a rewrite of its LEAP platform “to make it a little bit more open and more compatible than what we’ve seen over the last couple of years,” Cravotta says.

“Cloud is now strategic,” he says. “It’s not just for your email or backup system. People want to deploy cloud across the board. They want agility, they want automation and they want a lifecycle, but they’re still standing out here scratching their heads about security, flexibility, lock-in and complexity.”

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