Requesting clear communication from hostican

[Smallbizuser]

My vps was disabled today due to a suspected DDOS attack.

I've been trying to obtain information for hours, the only response I have received is that my account was suspended for causing cpu overload.

Since I know the account that was targeted, I want to move the data to another location.

My numerous requests to communicate with a real person to discuss the situation have been unanswered. The only response I receive is that it is being worked on.

You need to put real people in place that we can speak with during an emergency. I understand that DDOS attack is serious, I just don't understand the lack of clear communication.

I'm frantically trying to get answers, when a periodic status update would suffice.

[Smallbizuser]

Do you answer support tickets at night (EST)...?

I've left numerous messages & support tickets.

This is the biggest emergency I've faced in years of web development. I chose Hostican for their support.

You shut down a VPS, and leave the client hanging for 8 hours. All I'm trying to do is get the problem account moved.

I had been communicating with support about this issue, and received no warning before the shutdown. Having said that, no one is working with me now to resolve the problem.

[carlobee]

how long has this problem been?

[Smallbizuser]

My VPS was down for 11 hours.

It was quietly restarted an hour ago (thanks to a support person who finally dealt with this).

I received no communication from Hostican for the past 7 hours despite numerous attempts to get in touch.

I understand server issues occur, and if there is a problem with one of my accounts I accept full responsibility - but the lack of response made the problem much worse. The problem account could have been moved/suspended 10 hours ago, and all the other sites restored.

The irony is that I had been in constant communication about the specific account as unusual activity had been occurring the previous day.

[lnxcode]

Hey!

Sure, I'll be glad to explain. If a site is DDoSed, which means attacked and it is causing problems for other customers, we can / and are obligated to disable it while we review the problem.

In this particular instance, it was no different. The website was causing problems on the server for a period of 48 hours, which led to other customer complaints about poor performance etc...

We communicated this clearly to the customer, that the website was going to be taken offline. We originally thought that perhaps it was something random, and that it would go away within an hour (most minor attacks (speaking from experience)) go away within an hour. However, this lasted about 24 hours.

In our terms of service, we clearly outline:

"The Company may disable a VPS on any node, without prior notice or warning, in the event that the VPS is causing load problems, as determined by the Company in its sole discretion. "

I apologize, but we can not allow one customer to affect others. All customers need to have equal rights to use the server.

[Smallbizuser]

Thanks for addressing this, Denis, but I respectfully disagree with this statement:

We communicated this clearly to the customer, that the website was going to be taken offline

There is no email to support this - I saw the shutdown myself (no warning), and your team only confirmed what I already knew - after I called & opened a support ticket.

My issue here is the complete silence - all my requests to communicate with your support team were ignored for 7 hours. I was also trying to communicate that I knew which account was at the root of the problem.

As of this moment, I have yet to receive a phone call back. Hostican didn't tell me when the server was brought back up.. my sister phoned me to say my site was up. Hostican sent one email to say they would backup the account as per my request.

As you can see in my first post, I accepted the shutdown - that's not the issue here (as you can see in the title of my post). The problem here is that you ignored a client for 7 hours during an emergency.

My site is not more important than others... and yes, a problem VPS needs to be taken offline. What's wrong here is the lack of communication for an 11 hour period.