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Thread: blogetery vs burstnet
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07-22-2010, 12:41 PM #176Junior Guru Wannabe
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@BurstNET:
I have been using your service for more than 6 years now. I understand that you had to take the server offline immediately but why didn't you do the following:
- Suspend the server immediately.
- Give the client SSH access but keep everything else blocked via firewall (maybe limiting access to his IP range).
- After client deletes the links bring the server back online but cancel regularly with 14 days due notice.
Perfect solution for you. Happy FBI, slightly pissed of yet not too angry customer and nobody could acuse you of anything here.0
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07-22-2010, 01:03 PM #177Web Hosting Master
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From a technical standpoint it would be impossible for Burst to limit access only to the customer's IP, since they don't know where he is or what IP he would access it from.
Additionally, it's not enough to just cut off HTTP access. Somebody might access it via FTP or SSH and get the instructions that way.
And it seems that even though Burst has posted a full and complete explanation with all their reasoning and logical steps documented, people are still failing to read that and keep asking the same questions over and over. I have a strange feeling that a lot of people in this thread started out feeling sorry for the client, but now are just out to get BurstNET for whatever they can.
Damned if you do, damned if you don't."When a man begins to doubt himself, he does something incredibly stupid and thereby is reassured."
::http://www.dustytech.net/:: Personal Website
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07-22-2010, 01:20 PM #178WebHosting Master
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How about... BurstNET providing the backup on another IP?
Nice to see you're exploring all possibilities, but that's abit far fetched for a blog site.
It would help if BurstNET didn't have a poor reputation in the first place.
Granted, they are a budget provider (which they often bring up as justification for their attitudes).
So here's a newsflash: you get what you pay for (and vice versa).
Seems like there's a good number of people who don't like BurstNET's handling of customers and issues, and the solution is simple: avoid them.
For the rest, they can settle with BurstNET till they can afford better or face the brunt of BurstNET's attitudes.0
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07-22-2010, 01:21 PM #179Junior Guru Wannabe
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Correct, they did not ask us. We admitted a mistake was made. This was the first time we had seen this particular request. It was identified incorrectly in our system and we communicated it incorrectly to blogetery.com. We've updated our policy and procedures and We've apologized for the mistake. However, given the clients documented history of violating our TOS/AUP, and the seriousness of information contained in the request we choose to terminate.
At the very least, had Blogetery.com not been previously suspended we would have simply suspended him this time.Joe Marr
BurstNet Technologies, Inc.0
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07-22-2010, 01:26 PM #180Junior Guru Wannabe
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07-22-2010, 01:28 PM #181Junior Guru Wannabe
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07-22-2010, 01:40 PM #182Junior Guru Wannabe
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Your points are valid and acceptable.
This user (he can claim what he wants, we have email and ticket system logs) had a history of not responding withing 24 hours. His last abuse resulted in him being suspended for over 3 days, add the 48 hours we give before suspension, and thats over 5 days between notfication and his action. With his history, we chose to terminate.Joe Marr
BurstNet Technologies, Inc.0
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07-22-2010, 01:45 PM #183BEST.CSM.EVER
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Okay. Let's review this again (for hopefully the last time) and state the facts (and leave out all the conspiracy jibber-jabber):
- Blogetery.com has a history of DMCA complaints and his last issue left him down for 4 days due to his camping/snowboarding (depending on if he was telling us or the media).
- We receive a letter from the FBI asking for information related to Terrorist threats (hit-list) and bomb-making
- We reviewed the history of the server, and coupled with the egregious extent of the present violation of our TOS, and coupled with the history of the server, we decided to pull the server. We left blogetery.com's owners other servers online and working. NOTE: At this point we were unaware that this was a free blogging server, nor were we aware of how many users there are/were. We still do not have proof of that, by the way, as even with all this media attention, there seems to be only three people claiming to be bloggers on Blogetery.com and having any issues with what has transpired.
- When Blogetery.com contacted us, an employee misunderstood the full history outlined above and did tell them that the server was shut down by Law Enforcement Officials. This was incorrect and admitted to already. At no point during his conversations with us did Blogetery.com allude to THOUSANDS of customers being affected.
- As outlined by our CTO, we are working on getting Blogetery.com's owner his data back, but we are researching all legal ramifications before doing so (In response to Host Ultra's question about what copyrighted material: There may be more than has been found, and we need to make sure legally we are not aiding and abetting distribution of any copyrighted material)
Again, and finally, we chose to take down the server, per our TOS. We do not like abusive servers in our data centers, take a hard stand on abusers, and handled this server no differently than we have the hundreds of servers we've pulled before or the hundreds we will pull in the future. Our AUP and TOS are clearly defined and every customer MUST agree to them before getting any service with us.
If anyone has an issue with how we handle our abuse, we ask you to read our AUP and TOS before signing up with us.Last edited by BurstNET_CSM; 07-22-2010 at 01:52 PM. Reason: typos
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07-22-2010, 03:34 PM #184Junior Guru Wannabe
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In this specific case where the FBI and Al Quaeda are involved I can not blame you for your decision. But in general I think it is very important to make a difference between long term reseller customers and a quick fraudster who pays you with a stolen credit card. In the second case you can cancel the server right away. But in the first case I think the preferable method is a suspension, giving the customer a chance to resolve the issue. Now if the client has a history of abuse and you decide you no longer want to host them bring the server back online once they resolve it but send them a regular cancellation with 14 days due notice so they can move away nicely. People may complain about this but just cancelling the service without prior warning is always going to backfire and is simply unnecessary. A regular cancellation with 14 days due notice and you will be fine. Trust me it's the best and safest solution for everyone involved. Just insisting on your TOS is one thing but what is in your best interest is another thing (maybe not in this specific case though).
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07-22-2010, 03:45 PM #185BEST.CSM.EVER
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07-22-2010, 03:47 PM #186Retired Moderator
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I think this horse has been pretty well beaten.
</thread>I support the Human Rights Campaign!
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