Knowledgebase

Over the lifetime cycle of a server, some unwanted events can occur.
One of your scripts such as Wordpress could have a security flaw allowing some hacker to send out spam or one of your service could have a vulnerability making it a member of a DDOS botnet or any other anormal case.


Abuse notification incident :

When we detect or recieve an "Abuse notification" from a security organism (Spamcop, Abuseheat, ..) or a complaint from anyone regarding a server's ip's, we forward them to the concerned customer into a support ticket.
We ask our customers to acknowledge reception of this notification in the next 24 hours and we expect to recieve into the next 72 hours :
-a confirmation that the incident is identified and closed
-a justification abouth the notification or an explanation on how this is a false positive
-a long term plan on how to solve the incident if 72 hours is too short

If we do not get the acknowledgment in the 24 hours window or a solution in the next 72 hours, the incident is requalified into a "Threat to our network security" incident.

Threat to our network security incident :

In case of Threat to our network security incident, we will disconnect the server from the network.
The customer still has the possibility to connect to the server trough the out of band administrative console.
Once the customer confirms us that the incident is fixed we will reconnect the server to the nework.


If we recieve too many complaints regarding your servers, we reserve the right to terminate your services.  We will then allow you one month to migrate your services to another provider.