I recently added bruteforce protection on a couple of my servers. It's amazing how many 'events' happen daily with folks trying to break into your box.
Stats for yesterday show that I've blocked 7 IP's with a combined 1500ish attempts.
I've got pretty good support folks, but not all of them are as bright as the others. If your getting bad support from "ramesh (or tony)", or whoever that doesn't seem to understand what your asking for - ask for a supervisor to look into things. Lot's of support is outsourced to India and communication is a problem. They probably have a supervisor that can help them understand what YOU are saying a little better.
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