I replied to the ticket asking for some information about the issue and an estimated time to be fixed, and the support team has replied me with this:
Please do not spamm the ticket as it would be ignored in the future or closed by our staff.
The issue is complex as DC shut down the server due to one IP causing the DDoS attack and in that way they have breach the ToS. We are working with DC in booting up the server and removing the client which caused this.
I think I have not spammed the ticket in any way...
I am a customer that 9 hours later asks the provider for a bit of information about the issue.
I thing this company has a disrespectful customer support.
It seems that once again there are two sides of the story.
First of all you we're replying the ticket every few minutes asking for update even though we told you what is the situation and that WE WILL update you when we have more info.
You have our skype support and there we have notified you that we were forced several times to nullroute the IPs in your account because of DDoS attack. We also warned you that you stop with the software which attracted the attacks ( in this case SAMP servers ) and you said you will resolve that. After the last attack ( over 400 Mbit/s )again caused by the applications hosted on your VPS the node suffered big network outage. Our intrusion system shutdown the server to prevent any further damage and risking our whole node being terminated right away.
We contacted the DC right after this and after few exchanged e-mails we have convinced them that the attacks like this will not happen in the future.
With this fact in mind we have notified you that your VPS will be suspended right after the node is up and running. We did however agreed to un-suspend it after first 24h so you can transfer the files to other VPS as we no longer don't want to have business with the customer which is causing us the trouble.
Sorry pingkings, I think you are confusing customer.
I am not the customer who caused the problem.
My ticket was opened at 23rd December 2013 (13:24) on first contact. My reply to the ticket requesting for some information was at 23rd December 2013 (22:31) (it's about 9 hours later).
And you answered me "Please do not spamm the ticket as it would be ignored in the future or closed by our staff."
I really think that you confused me with other customer at all.
I never used Skype to get in touch with your support staff.
Okay, but there is no problem. The server is up again, and working perfect. It's the most important in this case.
Merry Christmas for all!
I have manually checked all tickets submitted that day and indeed it may be our mistake. Two tickets did get the identical answer from our staff ( message you posted above ). That was due to a fact that we were under high load of tickets.
I have found a ticket and know who you are and I would like to explain the ticket time response here a bit:
Our first reply to your ticket opened at 13:24 was 2 hours later ( 15:03h ) as we were under high load at that time. We replied in 30 min's ( at 23:01h ) after your first reply ( which was at 22:31h the same day the ticket is opened )to the ticket and explained in details what is the problem. After that we have updated you that the server is running now and all seems to be okay.
I understand what did you wanted to point out here though. You indeed were not doing spam in the ticket and that message with warning is our mistake. I am very sorry because of that or if you found yourself insulted in any way because of that reply!
After all, our customers are the reason we have so successful business.
Thank you very much for the pointer. Be sure we will investigate this so it does not happen in the future as we don't want unhappy client.
I also wish you a Merry Christmas and a very happy New Year!