Will
This company is absolute trash
This company is absolute trash! They literally took my servers offline and distributed my business because of false claims of a competitor! I have no way to get my data or backups off my servers. If you care about your business at all avoid this company like the plague! They can disrupt your service whenever they feel like, if your a startup like I am this can kill your company and business Follow-up to the comments below: The accusations are a fabrication. I have responded to multiple emails and received multiple responses that documented the evidence and investigations I provided were satisfactory, and that the "abuse claims would be closed." A few hours later, after sending these email responses to me, you abruptly terminated my service, disrupting my business and impacting my customers. My service is still down. This should serve as a warning to all people considering your service. You do not have the right to terminate or impact people's businesses, much like a landlord cannot change the keys on a brick-and-mortar business. There should have been protocols to follow; there should have been an investigation period. There should have been a notice of "You have 24 hours to vacate our service, back up your data, or it will be inaccessible." You guys had no such procedures. You guys sent "abuse claim" emails. I responded to them. You replied to them and stated you guys were satisfied and closed the case. Now my business is down, my SEO and ranking are impacted. There is irrevocable damage, and there will be legal ramifications for this.
Response from RackNerdMar 16, 2024
Hi Will, We understand the significant impact that any service disruption can have on our clients. To clarify, the suspension of your VPS (keyword here being suspension, not termination) was due to excessive outbound bruteforce attacks originating from your VM. RackNerd is always happy to work with our customers on resolving abuse cases (we understand that unintentional issues can and will happen in the world of IT, and at times, there are also end-users, or perhaps even end-users of end-users involved), and as such in most cases, we do not interrupt service unless absolutely, absolutely necessary. In this case, we have relayed multiple abuse reports to you over the course of a few weeks prior to suspending service, and all you have done is respond to those abuse reports with one-liner messages essentially saying “all is good” and “nothing is wrong” when in fact, you have not resolved the issue, and the outbound attacks continue to originate from your VM on a daily basis. For example, on abuseipdb.com your VPS IP address has been reported for initiating outbound bruteforce attacks 659 times in a three week timeframe - and the confidence of abuse shown there is 100%. These are real outbound attacks, typically indicative of either a) a bad actor or b) a compromised VM - *not* as a result of any false abuse reports submitted by a competitor or anything of that nature. In your case, we are confident this reflects a security breach within your environment (compromised VM), especially given the uncertainty on your end surrounding how or why these incidents occurred. As you have an unmanaged VPS service with us, we do not hold or maintain root access to your VM, and all systems administration related tasks are handled by you. With any unmanaged VPS service (whether that be with us, or any other provider), you are responsible for taking the appropriate security measures within your VPS. As a basic guide, these measures include, but are not limited to, utilizing a secure root password, employing a custom SSH port, setting up firewall rules, ensuring that all applications and related services are up to date, etc. You also mentioned in your review that you have “no way to get your data or backups off your server”. That is not the case. We also want to make it 100% clear that we are not holding your data hostage by any means. As mentioned earlier, your VPS is only in a suspended state (not terminated). Suspension, in other words, simply means the instance is temporarily paused. Your data is still available, and we are currently awaiting your response via your support ticket (Ticket #IS56068) to confirm a suitable time to unsuspend your VPS. This would allow you to access and retrieve your data, following which, an OS reinstall will be necessary. Considering the compromised state of your VM, a reinstall is essential to eliminate any existing vulnerabilities within your environment. Post-reinstall, we strongly recommend implementing the aforementioned security measures to prevent any future incidents. Thank you for your understanding, and we look forward to your response in the support ticket. We will be available 24x7 ready to assist you.