Not much sympathy here - support is terrible, service can be flaky (which then involves support again.....) and even "simple" things like (a) supporting TLS 1.2 and (b) switching off TLS 1.1 requires professional services and is chargeable!
This is despite still supporting TLS 1.1 causing us a PCI fail - any time I complained I got a standard copy and paste reply (some one sent more than once!) saying the date for removing TLS 1.1 has been moved out by PCI etc so tough!
Ironically our sites also now run faster since we have turned Incapsula off so are no longer using their CDN and we can now pass our PCI scan.
Symantec would be a good place for them to go - they would fit right in from day one!