For that matter neither is ev1. Both have been notified that their sites are being used as repositories for malware that are used to steal banking information. They do nothing.

I guess those russian hackers are paying them good money.

Some of the suprnova mirrors used to be on their aswell.

Originally posted by ptn1
For that matter neither is ev1. Both have been notified that their sites are being used as repositories for malware that are used to steal banking information. They do nothing.

I guess those russian hackers are paying them good money.

Your assertions are patently untrue. We go to extreme lengths to investigate each and every complaint that we receive to make sure that the complaints are valid before we act on them. We employ over 20 security and abuse engineers to investigate these complaints and make sure that our AUP is enforced properly.

If you have a problem with how we are handling a complaint, then I would suggest you pick up a phone and call us directly so we can resolve it.

I must say that whenever I worked with TP/SM concerning security issues they were most helpful, fast by no means but still helpful. I think they should really look into giving their abuse department a phone extension. Other then that they are really good.

I am facing very hard time with server matrix... their services are going really bad. My server went down and submitted a outage ticket which got resolved after 3hours... Tried to get it resolved by submitting several requests... talking to techs on phone two times .... but all requests ignored by them

really feeling bad and thinking of moving my servers with them....

Taking the chance that a TP Representative is here, I want to ask:

How does The Planet/ServerMatrix handles abuse complains?
Does The Planet Server line is different than ServerMatrix on Abuse terms? (I heard that on SM they take the server ofline and then they ask, it is the same on TP Network?)

Thank you

Originally posted by Francisco
Taking the chance that a TP Representative is here, I want to ask:

How does The Planet/ServerMatrix handles abuse complains?
Does The Planet Server line is different than ServerMatrix on Abuse terms? (I heard that on SM they take the server ofline and then they ask, it is the same on TP Network?)

Thank you

When an abuse complaint is received, we immediately open a ticket in Orbit, with the complaint email attached, and ask for a response from the customer within a reasonable timeframe (depending on the offense). If the customer takes action to either resolve the situation him or herself or offer a reasonable explanation to the complaint, then the ticket is closed. Some customers may opt to request that we take care of the problem (for instance if their server was compromised) - in this case the ticket will be handled by a security or abuse technician. If the customer ignores the complaints and fails to either update the ticket or contact the abuse department, then their server would be removed from the network.

Complaints are handled exactly the same regardless of whether you are a Planet customer, or a ServerMatrix customer.

One of our Win2k3 servers a little bit ago, was spitting out data like crazy. Ended up spitting out 680GB of Bandwidth in 10 hours. ServerMatrix noticed this, and capped the server at 10Mbps to lower Bandwidth Consumption. This was a nice gesture, considering they could of raked in Overage Charges if they didn't. Just yesterday, one of my RH E3 servers got DDOS'd, and they were quite helpful with pulling up logs and stuff, and getting down to the bottom on what was wrong. ServerMatrix/The Planet is concerned about anything their customers are concerned about, and that is a good thing. I love using SM/TP as my primary datacenter, absolutely love it.

Originally posted by wrcharnock
If you have a problem with how we are handling a complaint, then I would suggest you pick up a phone and call us directly so we can resolve it.

That's pretty ironic considering there is NO WAY to talk contact the abuse department by phone ;)

Originally posted by MyAlterEgo
That's pretty ironic considering there is NO WAY to talk contact the abuse department by phone ;)

If you call the NOC, they can get you in touch with the abuse department. Just because there isn't a direct number doesn't mean there is no way to contact them.

** For clarification - The reason we don't have a direct contact number for the abuse department is because we require documentation of all complaints - in writing (for obvious reasons). If we took calls about abuse issues, then we'd end up telling everyone to please send an email to abuse@theplanet.com. **

Originally posted by MyAlterEgo
That's pretty ironic considering there is NO WAY to talk contact the abuse department by phone ;)
You could always contact him directly.

"The Planet-"

"Yes, may I speak to William Charnock, Vice President of Network Operations, please."

"Yes, one moment, please."

I can vouch for what wr said about abuse. Someone was offering illegal downloads and cracks on our server. We received an orbit ticket with an attachment to the exact problem and were given 24 hours to fix the problem. We responded back with our own swift action and terminated the site. Responded to orbit ticket they said thank you and it was all over no server down or anything. I really believe in only severe cases do they just turn the server off.

Originally posted by nukehelpers
I can vouch for what wr said about abuse. Someone was offering illegal downloads and cracks on our server. We received an orbit ticket with an attachment to the exact problem and were given 24 hours to fix the problem. We responded back with our own swift action and terminated the site. Responded to orbit ticket they said thank you and it was all over no server down or anything. I really believe in only severe cases do they just turn the server off.
Yes, that Win2k3 server I mentioned earlier was sucking up 105Mbps of Bandwidth for 10+ hours straight. So, it was effecting everyone else on the router. So, they capped my server to prevent excessive bandwidth usage/overage fees - and sent me the same thing. " You have 24 hours to fix this, and report the problem back to us. Your server won't be put back on 100Mbps Ethernet until Reasoning is given. " That's a better way to conduct business, than just pulling the plug - however, sometimes it's necessary to do so.

We've called, we've emailed, you ignore.

It's patently true.

Originally posted by wrcharnock
Your assertions are patently untrue. We go to extreme lengths to investigate each and every complaint that we receive to make sure that the complaints are valid before we act on them. We employ over 20 security and abuse engineers to investigate these complaints and make sure that our AUP is enforced properly.

If you have a problem with how we are handling a complaint, then I would suggest you pick up a phone and call us directly so we can resolve it.

I believe they need to be sure about the abuse complain and thus need to be investigated. It is not like anyone could shut down anyone's website just like that. Because I am sure that if they wrongly shut the wrong server because someone just complained then they open themselves to lawsuits.

Investigation takes time especially if you need to build a case against them.

The case was built. Essentially they have a server being run by the Russian mob using keylogging malware that speifically grabs username and password information when typed into a browser at banking sites. Similar to what we saw 2 weeks ago, but someone different. That site is referenced in the malware (and contains .php files while we gave links to that load the malware on unsuspected users) to which I presume some of the login information is stored.

Unfortunately DHS and the FBI don't seem THAT interested in this at this point but at least they took the report.

Originally posted by ptn1
It's patently true.


and the domain/IP is.......?

-Bob

Originally posted by Shikha
I am facing very hard time with server matrix... their services are going really bad. My server went down and submitted a outage ticket which got resolved after 3hours... Tried to get it resolved by submitting several requests... talking to techs on phone two times .... but all requests ignored by them

really feeling bad and thinking of moving my servers with them....

the problem is all these people who think the SM network is down when its really just that they crashed their server.

The SM network has been for about 30 minutes total so far this year. You need to learn to tell the difference between when its on your end and on SMs.

We have dealt with abuse three times and all those three times they have been nothing but Professional

TP/SM are Professionals and i had the same thing happend to me.
they got a complain from a script company and they opened a ticket in Orbite and gave me 1 day to answer/fix the problem but my bad luck i was traviling so they pulled the server offline and i then contact them and and fixed things up and the server was back online.
also to the people complaining about there servers GO learn how to manage a server then come rent them at SM
your getting unmanaged server and complain if you had problems SM is not helping you out !
i have never seen a company offer this much help for this cheap price and great network.
and by the way i am paying 3 times what i am paying SM at my old DC for 1 colocation server but i am happyer at SM thats why i moved %90 of my sites to them
also 6 months at SM and loveing it. plus there new spciales are great but my luck i dont need new servers