I have been with dedicatednow for many many yrs. All of a sudden I get an email from fortressitx saying one of the accounts a customer is hosting on my server has some copyright content on their website and if I don't respond to dednow within 24 hours dednow will pull the plug on my ENTIRE server. I found this to be completely outrageous and totally unacceptable!!!!! I have HUNDREDS of customers on this server.
I do not even check my email every 24 hours, sometimes I cannot even get to my email for 3 days if I'm out of town etc. I found it to be extremely unsettling that if I had been out of town and would have not even SEEN or known about that threatening notice they just sent to me they would have pulled the plug on the ENTIRE server rather than simply suspending the specific customers website.
I have emailed them and they confirmed this... no matter what the circumstance... they say once they send out that notice if I don't respond to it within 24 hours regardless of whether I even SAW or READ or even RECEIVED the notice they pull plug on ENTIRE server!!!! They respnded to me with....
"24 hours is plenty of time"
Outrageous... I no longer feel comfortable trusting them with my livelihood aka BUSINESS that supports me and pays all my bills!!!!
Are you kidding, I have HUNDREDS of accounts on the server. It is humanly impossible to find that a single account had some TOS copy right he took off another website. Give me a break. I find it shocking you see nothing wrong with this.
I was just out of town for 3 days on medical emergency. I did not check my email for 3 days. If I had gotten that notice while I was out of towm they would have pulled the plug on my entire server!!!!
That is absolutley unaceptable. They should in that cause suspend the actual website not the ENTIRE server. Outrageous... and over copyright issue??? Incredible.
My cellphone does not have email. I would think they would at LEAST have a 3 day timeline to respond. 24 hrs??? NOT everybody checks their email every 24 hours and because of that you want to pull the plug on my entire business merely because a customer had some copyright text on his website.
Yes, I should have read their policies better then I would have not trusted my livelihood (entire business) with them. Because I do not check my email every day I am at high risk of having the plug pulled on me.
Unfortunately, you were just caught at a bad time (I hope everything went well with the medical emergency).
I believe you can setup an email for abuse purposes and have it sent directly to DedicatedNow, however it is my believe that their servers are managed and they should take care of this if the issue arises?
Well I am not sure whether you are aware but most, if not all providers have the same policy as them. 24 hours is quite a long of time as some providers provide even shorter time frames for you to respond before the server is suspended.
The provider is not going to login to your server to suspend the account as it will take too much of a hassle to do so and secondly they may not have your root password. Even if they do have your root password, they are not supposed to login to your server and even suspend an account in it. it is considered as "trespassing" if they do so.
Yes, I have FULLY managed servers. I can just imagine that while I am out of town dealing with medical emergency and I have NO email access that all of a sudden they would have pulled my entire server offline. They have my PH# on file... at least place a call to the customer and allow more than just 24 hoyrs. feel it's completely ridiculous... and over a copyright? It's not like I had severe spamming... illegal phishing scams in operation.
Well if you are uncomfortable with this you should contact them directly to negotiate or arrange something out of this.
Maybe you can put down an instruction where their techs will be authorized to login to your server and suspend the offending account if such issues arises?
If it is fully managed - do they have access to resolve these issues for you? Probably should have left them a note etc.
Maybe it's time to setup a fail over system at 2 data centers to avoid this (and other things).
I do (personally) find it a little upsetting - we usually go out of our way to handle these issues and work with the client (that means taking the initiative to remove it before they do or just temporarily not allow access while we both look at it). Admittedly it is a lot of extra work and some clients don't appreciate that but if you can assist, why not.
DedicatedNow are a good provider - I would call them up and work something out more specific with them.
For dedicated clients - a phone call is definitely the way to go and not just email. Had they tried this then Frosty has no reason to complain; but it seems like they didn't.
Exactly, if they had at least called me BEFORE they just go and pull the plug if they see I had not responded. I felt threatened and like my business is so insignificant they would just pull the plug like that without even at least a phone call first.
Aye, I notice my overreaction... was just my initial reaction.
Also the fact I've been with them for 6+yrs and my server has never been taken offline before. I suppose perhaps that notice just got me in a bunch
I don't think you're over reacting. Had they not received a response in 24 hours from the email, they should at least attempt to follow it up with a phone call or even SMS. That takes like 5 minutes. If you're paying for a premium managed service such as DedicatedNow and such a long relationship, you expect to be taken care of. You pay that premium for hosts that go that extra mile.
Perhaps add an abuse contact email (and make it dednows contact too) that that goes to your helpdesk or outsourced techs, then at least they will deal with it if you ask them to ahead of it happening again.
I understand the shock too, just now put in place escalation paths, in the event it re-occurs would be my advice.
setup a abuse contact like [email protected] and ask your DC to send all abuse requests on this ID instead of your personnel email address.also put this address on your website, so people would contact you instead of going directly to DC.
then, give access of this e-mail to your Tech support team for timely responses.
If this is truely a managed server, you are being treated like total crap. A managed service means they have the ability to log into your server. If you didn't respond, they should log in and suspend the account and NOT pull the entire server.
Maybe you have been with them so long, they take your business for granted or forgot what managed means? Don't know.
Time for a new provider with free migration service?
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Yes, it is FULLY managed server. I'm actually going to email them again because I really don't feel I over reacted at all. Right after I got the notice I responded within 30 minutes because of course the notice said they would suspend me if I failed to reply to that notice within 24 hours. So I then respond to it and then I again get rude reply:
Please note it says "If no response has been given within 24 hours we will suspend and disconnect your server", which is plenty of time.
This will be enforced if the Terms of Service is not followed.
Please get back to us with an update to avoid getting your server suspended.
In a nutshell... I had 24 hrs to respond that is "PLENTY" of time to respond to a mere email we sent out.
You're not the only one, I find it upsetting and ridiculous as well. DMCA complaints must be filed first in my opinions, be it via FAX or certified mail, and once the datacenter receives either or, it should be forwarded to you via fax.
I don't even respond to most abuse complains unless I receive the proper paperwork. To be honest, legally I don't even have to respond to fax's, I can require all complains be sent in person (AKA certified mail). The fact that a datacenter only give you 24 hours to respond and take action is ridiculous. I am sure the datacenter doesn't rush itself to make sure you know within 24 hours of the original complaint. 48 hours would be max for myself, especially since the server can host hundreds possible thousands of other customers.
I would extent the same to my customer, 48 hours to remove the content or else. I wouldn't automatically suspend their account.
Although I do admit, I reply to emails within 2-5 minutes. Get yourself a Blackberry, they are well worth the costs.
Agreed on that last statement, they can at least give you a phone call before they actually pull the plug.
But like someone else states: its good to have a second server, with another provider. Specially if all your income is dependant on that one server. Hardware failures do happen (for example) i advice:
- A very good offsite backup (as the absolute minimum)
- A hot standby server somewhere else. Also make sure to think out the DNS plan well, this can safe you a lot of headaches later. (primary and secondary can best be hosted in separate networks).
DedicatedNow is too rude in that case, that's not the first time I read this. SonicVPS is right, I think a phone call is very fast to do, since 6 years with them and they act like that, strange way to make business.
I am not sure about this one, but don't decicatedNow face a nasty lawsuit if they don't take action about copyrighted material?.
I don't remember the exact words, it's something like "expedient" or similar - and it's never actually been mentioned what a reasonable time for a host to act is, but 24-48 hours is the industry standard and some folks are more meticulous about the quality of their network and want to keep it clean.
I don't think it's a bad thing, sure it sounds rude the way they responded to a 6-7 year customer.. but come on. Honestly, in this business a smartphone of some type (doesn't have to be an iPhone) should just be considered part of the cost of doing business, you need to be in the loop 24/7 or you need to be in another line of work.
Agreed with the other posters, you should have your support people handle abuse tickets as well - but you really need to work out something where you're checking in at least daily during 9-5 hours before something really bad happens and you're nowhere to be found.
If your business is important I find it strange that you don't have a phone that is capable of email given that hosting is a 24/7 business. If you had this basic tool that any web host should have, then you would have been able to deal with this within the given time frame.
If it's copyright then DedicatedNow would have had a specific complaint against a site on your server so they *should* be able to provide you with the site link that's causing all this fuss.
If it matters The Planet ones, some years ago, unplugged a server because of a similar issue, a hacked website which had a phising website. They send the email at 4 AM and the server was unplugged at 7 AM.
I was very lucky to be up at 7:15 AM and noticed the issue.
They said they did called the phone numbers listed (which where 3) but I dont received any call. I did complained, since how can they expect I should respond in 3 hours and at 4 AM in the morning. But then they said it was a mystake and it would not happen again. It seem their staff did not folled the procedure very well that time.
It seems they do check the account and customer and it seems they thought I was a new client which was not the case. I think most providers first look at this, if you are new, and what kind of problems you had before. If your an old customers, always paid on time and never had this issue, they will not shut you down just like that, since they now its a hacked server or a client issue and your still not aware of this. Providers are not dumb, they do give you chances to take measures, as they dont want a to lose a customer and they now how it can affect you if they shut down a server.
Most people, can be contacted over phone, or have some alerting system that lets them now if they are down, so I dont think its a big issue. But I do see it was a big issue if you dont manage your servers all the time or check your email. I check my email every day, at least ones every 2 hours.
First off, even if I had email on a phone I would prefer not to use email from a phone. You don't have to have email access on a cell phone in order to run a web hosting business effectively. Having a cell phone to be notified if server goes down yes... but for email access NO.
Dednow should simply CALL (they have my cell#) before they go and just pull somebody's business offline over 24 hr copyright notice. It was a kiddie host, he took some TOS text off another kiddie host website! Give me a break and you want to yank my entire server offline within 24 hrs for something like that wihtout bothering to call me first.
I've informed my outsourced support and from now on all such notices are going to go to them and CC'd to me. Problem solved. Finito with this thread.
I am not sure about this one, but don't decicatedNow face a nasty lawsuit if they don't take action about copyrighted material?.
Just out of pure interest, so its fully managed server and you outsource support, what else do you need to do in your business?
That's about it really. Then you add outsourced phone support too.
DedicatedNow own their datacenter and have their own techs for support.
You also pay for it and tend to have one of the "better" services. This seems to be an exception.
Frosty seems to have had both as a fail safe and to keep clients in the loop and manage the billing things themself.
It's a shame, this could have been easily avoided on both parties.
Edit: Thought I'd add: In the case of a single email during an abuse issue - what if the client is running mail off that server? Usually the IP is blacklisted and then they cannot receive email (even with a 3rd party provider). So an email is utterly useless and the datacenter might actually cut off their only means of communication - which is why you call them. Especially dedicated clients who obviously pay a lot more and are dealt with on a more one on one manner.
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Frosty - most (maybe even all) telephone providers do have so called sms gateway, you can add mail forward to something like [email protected] and you will receive a SMS with that mail - at least you will know that there is new ticket waiting for you. Works for monitoring system (if your server wen down) as well.
DedicatedNow do need to send you and SMS or phone you when your server receives abuse, but you know - if you want something to be done right - do it by yourself)
24 hours is a reasonable amount of time to expect a response to anything like this; especially given what usually falls under the blanket of these kinds of policies. Remember, as a DC they generally don't (unfortunately, but that's the way it is) have a separate policy for each kind of abuse complaint.
Most places have a policy for (D)DoS related issues and one for all other, or maybe two others. Often falling in the same policy bucket are your average stupid 24-hour DMCA takedown notices that we all know and hate, AND the much more serious "you have a site on your server that is hosting phishing, malware, viruses, etc". It is good for the internet community at large for someone to shut you down quickly if an account on your server got hacked and is presently being used to run a phishing site for a bank or something.
I do find it interesting they wouldn't just login and nix that particular account, however, especially if you've got a managed server. At a previous job, we'd routinely login to unmanaged servers and shut off a specific site or if we couldn't do that, shut off just Apache, to try to do anything but shut off the customer's entire server until they could get back to us and fix the glitch (obviously that was for a phishing site, for DMCA we didn't do this unless there were extenuating circumstances, but again, lots of places don't differentiate between a DMCA complaint and all the other kinds of email-based complaints they receive about a customer's box).