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@GameTownProjects just focus now on your end, don't LET distract you.... if you need some assistance just say/pm... wish you a speedy recovery... no bull shit.
Sympathy and best wishes for fast recovery!
Still ... I must remark ... This:
seems (to my addled mind) to be vaguely inspired by:
EDIT2: Good luck for great justice!
When I read your comments and the seemingly non-existent technical organization, the word "Wohnzimmerhoster" comes into my mind.
Nevertheless, I admire the self-criticism, but if things are going on so chaotically, it was only a matter of time. Nevertheless, good luck.
Happens to the best of us, however you have responsibility for the customer data (Personal details). Make sure you've acted in accordance to GDPR regulations which often requires a notification to a ICO or similar (in the UK atleast).
You should have considered the mangement of these nodes and not gone for the "if it aint broke don't fix it" approach. I can imagine some of the vulnerabilities they have used, there have been some critical, absolute show stoppers over the last couple of years across a range of software and products used by VM and web hosts.
In future, I would suggest centralized logging at a minimum, having frequent security scans using something like Nessus or Qualys (or if you're technically inclined, do it yourself / hire a white-hat). You could have possibly avoided this, or limited their pivoting across all the servers.
In terms of recovery, it's difficult to say how deep they have got, have they infected each VM? Have they left any backdoors? Assume everything is compromised, burn and restart securely, NEVER importing anything that you don't 100% trust hasn't been modified by an attacker.
A central service such as Observium would be a good start in terms of monitoring and alerting.
We've a saying "No hay mal que por bien no venga", loosely translated as "every bad have a good coming after it". Now time to rebuild it more robust and secure.
No, not all users got the email yet. I didn't but no worries, I'm informed now. You're doing an amazing job.
Got the mail in the end. Gmail decided it's an advertisment instead of an important information.
Sometimes LET is a true place of miracles. Where one that asks one question get slammed and where a true company that gets compromized gets all the sympathy.
My advice: go to the police, file a report for breaching your system and threatning to remove all your data. And stop wasting time to this dude. If it was my company, I would change all the passwords, reinstall / switch panel, see if I have a backup before the breach (if there was a vuln in the core system and the VPS’es were fine, it’s no problem) and stop giving this joker attention.
The last thing to do is to wait and see until the hacker will or will not decide to do what he threatens to do.
Also, I guess it’s one of the reasons why I am not a big fan of one-man-shows when it comes to webhosting and rather go with a bigger company. That’s just my personal opinion. I configure servers on demand, but never started a hosting business for this sole reason. It is easy to overlook things.
But who am I kidding? My reputation on LET is very low, due to these kids that like to slam me over comments from years ago...
@DennisdeWit
One of the reasons is simple. Most people getting slammed simply do dumb stuff and ask questions without ever doing any research on their own or spread false claims. Often proofing that they are not capable to do whatever they asked for or it is simply self inflicted.
Todays hosting industry is more 'dangerous' than ever before and some people on here might be able to identify with the provider. As I mentioned before, hacks happen to best and biggest companys. Guess they learned from that and will improve in the future, starting with a new and secured panel
@Wolf: I see not updating to the latest updates as some form of being lazy when you are a hosting provider. And again, I was lazy too with my DNS question, but at least I am not running a hosting business. And I owned me being lazy.
Having a critical bug in the panel that has been around for 6 years, needs more explanation to me. Or am I missing something? I am a small business myself, but to update the CRM panel regularly. And I take backups everyday of both all of my websites and databases into a different server + my server at home.
A hosting provider that doesn’t make backups of even their own websites, so that the owner has to make a new site right before going to bed? How does this even work?
I had a dataloss somewhat years ago at a previous provider. The hard drive was defective. I learnt the hard way to backup my data.
How do you sell a data breach to your customers? I had some ‘we had a data breach’ mails in the past. It always resulted in me deleting my account over there.
Could be you miss understood something here. They have backups of everything, but the current ‘landingpage’ was created just for this incident. Thats why it was rushed...
They refused to just put the original panel online, to fix the security issue but instead of uploading it, they are now completing the complete new panel.
Famous
lastwords spoken from a captain.I admire your honesty, but shouldn't you say that all of your customers are important and you appreciate their trust with their most beloved data with you?
You cannot value the customer's project by the amount he or she pays to you.
I mean you can, but you would not look nicely doing that publicly.
You're basically saying that most of your customers are cheap trash, except some of them.
Have you considered that maybe you (your offers) are cheap?
Anyhow, i couldn't care less than this.
All done before I write a comment here.
I am not a one man army, but of course my small team is nothing compared to a big hoster.
If they would cancel there services we will not be able to stay online, so we decided to priority there support since they are finance the cheap deals.
That does not mean we need weeks to respond 1€ customers, but it can take hours up to days if your system is not down.
Just delete your account here and never come back again with your fucking attitude regarding any client who didn't do anything abusive.
It's your complete fault to not being ready for emergency situations (not having backups for examples and still not talking about security holes).
If those "over" paying customers will see your attitude, they'll regret to being your customer.
Also don't forget that €1 customers might get your much bigger business than you might've expected.
TBF, this might have been true in 2012.
Now, this is probably the exception, rather than the rule.
No longer applies.
Nowadays, cheap customers are nothing but baggage. Having too much of expectations while paying peanuts. Asking shit ton of questions, filing chargebacks/disputes on whim, making bad reviews simply because of PMS, etc.
I see your point @GameTownProjects, all your "cheap" clients are abusive so that's the reason why you don't care.
I'll wait a little bit until you'll post your new offer here.
Normally customers aren't charging back, creating trillions of tickets as well as bashing provider on forums 24/7.
You're both talking about the abusive clients which comes from high-risk countries. Due to language barrier those customers just can't understand what exactly chargeback/dispute/tos/abuse or any meaning at all.
Good providers if they can't handle for a long time abusive customers they simply don't accept orders from high-risk countries or just deny too risky clients (as an example).
But some
lowpro providers accepting abusive customers due to some cents and then crying on the forums_ lol.Well, in 2012 leb/let deals were exclusive and nobody translated offers and posted it on the blogs to earn affiliate money. Yeah, affiliate programs probably killed every offer.
People from "High-risk countries" are humans as well just like yourself.
Don't look down on them like animals.
I think in the long run (a healthy) customer base is (or at least should be) a bell curve, same as many things in life:
10% very niceness, just idle, no questions asked, perhaps forgot they're paying for service
80% idle and some modest services, low maintenance
10% dicks
Well, first of all do you understand what exactly means "high-risk countries" in hosting industry?
Secondly, please point me where I've said that they are animals?
Thirdly, this discussion is about @GameTownProjects that he doesn't care €1 customers while being hacked (servers deleted, no backups).
What you're trying to do is simply finding the reason for him so it will look as normal.
Why he didn't answer himself in the first place?
All customers who are affected by deleting some of there data got high priority support of course, but I thought most of them are already back online since that were only a few website and teamspeak customers.
I talked about customers who asking for a reinstall or something similar for there still working vps.
The vps should be still online and at the moment we are still working to finish a working version from our new panel, so that every customer can controle his server.
If you need access to your server contact our support and some of us will happily help you and create a proxmox account. I just wanted to emphasize in advance that it sometimes take upto a few days until someone has time to answere these tickets at the moment.
Let me chip in here as I probably count as one of their €1 (more or less) customers. I actually do understand that they have to prioritise certain customers at the moment (and I hope they do get it all sorted out and continue hosting my VPS)