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No, nobody has received anything. We’re just being put off with empty promises time and again. And as for the people claiming the servers are back online: those definitely aren't dedicated servers—something isn't right there. There’s no response to support tickets either; we’re slowly running out of patience. A provider needs to be able to keep its customers updated. We’re losing money because of you, but nobody there seems to care.
Dear @vsys_host ,
First of all, we would like to thank you for your response and for confirming that our data is safe. This information is a great relief to us.
However, there is another important matter we would like to address.
How will billing be handled once our servers are back online?
Many of your customers, including ourselves, had already paid for their servers before the attack occurred. Unfortunately, due to the incident, these servers have remained unavailable for several weeks, despite the fact that the services were fully paid for.
We would therefore like to know whether VSYS plans to offer any compensation, account credits, or free extensions of server rental periods to cover the entire downtime.
Please understand that this situation has caused far more than just the loss of prepaid server time.
Many of your customers have suffered significant financial losses, lost their own clients, and experienced serious damage to their businesses.
Some businesses have been unable to provide their services for weeks, resulting in lost revenue, damaged customer relationships, and substantial financial consequences.
We fully understand that the attack on the data center was beyond your control. However, your customers are equally innocent in this situation and are now facing the financial consequences of an incident they could not prevent.
We therefore believe it would be fair and reasonable for VSYS to fully compensate customers for the entire period of downtime, either through account credits, refunds, or an equivalent extension of their prepaid server rental periods.
Furthermore, considering the extraordinary circumstances and the serious impact on your customers, we would appreciate clarification on whether VSYS is planning any additional goodwill compensation for affected clients.
We are not asking for anything unreasonable. We simply believe that customers should not be charged for services they were unable to use.
We would appreciate clear answers to the following questions:
We have remained patient throughout this difficult situation, but we believe that transparency and fair treatment of affected customers are essential.
We look forward to receiving a clear and concrete response regarding your compensation and billing policy.
Thank you for your understanding.
Kind regards
That was my initial theory, and I hope I'm wrong, but by not providing clear updates and only giving 'promises', many of us didn't request refunds. What happens if those affected start asking for refunds? Many of us paid in advance, which is a lot of lost money for them as well. Again, I hope I'm wrong and that everything they say is true and goes back to 'normal'.
Idiot, if you publicly post about a private ticket, we're not being nosey, you're being a narcissistic prick.
Cringe... Very cringe...
Stop wasting support resources.
https://vsys.host/legal/service-layer-agreement
Read that and then refer to that when seeking compensation.
No fucking shit. Hello, McFly?! He has relatives and friends dying all the time. Tell us more about your financial losses, dickhead.
So file an insurance claim for Loss of Business Continuity.
Sounds like you don't. You've already been told this falls under Force Majeure.
They've had a published SLA since 2024.
Take your business elsewhere. You clearly refuse to understand the situation in Ukraine.
Except you clearly are.
The fuck you have. That belongs to people with 0 tickets opened during this time. How many do you have?
You should have moved to another provider already. You clearly shouldn't be running a business where others depend on you. You're just the weak link. If I wad vsys, I wouldn't find you replacement server.
They told me basically the same thing.
You can post here, but the strange part is that whenever someone criticizes the situation, a few accounts immediately jump in to defend the datacenter. I obviously cannot know who those people are, but sometimes it honestly feels like they are connected to the company. The usual response is that the datacenter itself was a victim of the attack and therefore customers should not criticize them. I understand what happened to them, but that does not mean customers should stop asking reasonable questions about their own data.
My biggest issue is the way the recovery has been handled. In my opinion, if enough technicians had been assigned to this, the servers could have been inspected one by one much faster. Servers that were physically safe could have been powered on temporarily, even for a short time, so customers could copy out critical data. They did not necessarily need to fully restore every server immediately. Even temporary access would have solved the problem for many customers.
What is also ridiculous is that we have to come to a public forum and post ticket numbers just to get someone to look at our tickets. Why not assign someone to systematically go through the affected tickets and give every customer a clear status update? Instead, almost every reply is some variation of: “A manager will contact you soon.” Then nothing happens for days.
Many customers here are not even asking for terabytes of data. Some of us just need a few gigabytes from a control panel, database, or UI server. In my case, I was prepared for a disaster and I do have physical backups of most of my infrastructure. Unfortunately, one of my employees made a serious mistake and stored one of the important backups on another server in Ukraine instead of an external location. I therefore still need access to that UI/database server. I also had a local backup download in progress, but only about 70 MB had completed when the datacenter went down. Just terrible timing.
I am also running a business and have several thousand customers depending on my service. Since September 23, I have personally been answering customers one by one, explaining the situation and dealing with complaints. My business has also been seriously affected, just like VSYS. So I understand the pressure they are under. But being a victim of a disaster does not remove the responsibility to communicate with customers.
Customers here have actually been very understanding. Maybe too understanding. I think that has also allowed the recovery process and communication to move much more slowly than they should have.
Years ago, when the OVH datacenter in France burned down, there were servers exposed to fire and water too. The response strategy was very different: hardware was assessed, customers were informed, and recovery/replacement processes moved quickly. I am not saying VSYS is necessarily a reseller — they say they are not — but from the outside it is difficult to understand why server-by-server inspection and temporary data access are taking this long. If they really operate the infrastructure directly, then perhaps the recovery team is simply much smaller than customers assumed.
And there is another strange example in my case: VSYS replied here saying they could not find my ticket and that the ticket number might be wrong. But the ticket absolutely exists in my client area and is still open. My ticket is #796629. I can provide screenshots showing this.
I am sure VSYS may read this comment too. This is not about attacking them. They should also try to look at the situation from the customers’ side. We have businesses, customers, obligations and data locked behind hardware that we cannot access, and after weeks we still do not have clear individual answers.
If you read the message they sent a while ago, they said they were waiting on the new datacenter to install server racks. It wouldnt be easy or quick to provide the data of hundreds of servers one by one without having any server racks.
I think we all read what was said, and it's understandable, but then why do they say things they can't deliver on? Why did they promise that clients could access their data if they actually can't do it? That kind of thing is what causes all this frustration.
I have multiple servers offline at the moment. But I had a disaster recovery procedure in place so it's only been an annoyance with some additional expenditure. This was something that I was prepared for anyway when deciding to host in an active warzone.
It's your own decision/mistake to not have offsite backups. Direct that anger at yourself and learn from it. Demanding ticket responses solves nothing other than wasting technician time that would be better spent inspecting, testing, repairing, and re-racking our servers.
Have patience.
No, you're losing money because you were cheap. You tried to run a technology business based in a risky location without backups or a disaster recovery plan.
@vsys_host, on the other hand, is losing money because they had the misfortune of operating civilian infrastructure that was targeted by an invading country.
Don't lie to yourself about who the victim is here.
If you're also lying to your customers by telling them it's not your fault, I hope they're smart enough to see through it.
“You may say whatever you wish about me, but are you truly what you appear to be?”
Go back and look at the thread yourself. VSYS explicitly told people to post their ticket numbers here so they could follow them up. I did exactly that. I gave them my ticket number, and their response was that such a ticket number does not exist / that they could not find it.
But the ticket absolutely exists in my VSYS client area and is still there. If you want, send me your Telegram username and I will send you the screenshot myself so you can see whether ticket #796629 exists or not.
I was not attacking them from day one. At the beginning, I actually said publicly that people should be patient and that recovery would probably take at least a week. I understood the seriousness of what had happened and I tried to be reasonable.
But now we are getting close to one month.
When a customer waits this long, keeps asking for information, posts the exact ticket number they were asked to provide, and then gets told that the ticket does not even exist when it clearly does — do you really expect that person not to become frustrated?
I pay for my servers annually, and I have already paid for roughly another nine months of service. Despite that, I have not even raised the financial issue or demanded compensation so far. I deliberately avoided putting additional financial pressure on them because I understood that they were already dealing with a serious crisis.
I tried to do my part and show understanding.
Saadi also wrote:
“Human beings are members of one another,
created from the same essence.
When one member is afflicted with pain,
the other members cannot remain at ease.”
That is exactly how I tried to look at their situation. Their datacenter suffered, their business suffered, and I did not want to make their situation worse.
But I also expect the employees of the datacenter to show the same level of concern for customers like me, whose businesses and customers have also been affected.
And again, you do not have to take my word for it. Look at their own reply in this thread: they wrote that my ticket number was wrong / could not be found.
The ticket exists. I can prove it with a screenshot. That is exactly why I am frustrated.
You wonder why some random people come to the defense of @vsys_host? It's because of outrageous, out-of-touch AI slop like this.
Kindly remind your LLM where this is happening and ask it to do some research on what it's like for the people who live and work there.
Is it really difficult to understand why the recovery is taking so long in a place like Ukraine?
Along with the drones and missiles, which are killing civilians daily, there are regular power outages in Ukraine due to attacks on their energy infrastructure. Did OVH have to contend with that in France during their recovery?
I think that most of the "Dedicated Server" customers did not receive anything yet.
Their biggest customer base which pays most of their money by the way.
And of course they lost most of them, or in future.
I'm curious about this too—has anyone actually received their data?
I haven't even received a response to my ticket.
I posted here, and VSYS asked for my ticket number, so I sent it to them. But several days have passed, and I still haven't heard anything from them.
Sir, your comment appears to be mature and fairly wise. You didn't even insult anybody. I'm pretty sure this sort of behavior is not allowed, so I went ahead and flagged this. You should hear from a moderator shortly
RIP Trevor Moore
Just a quick update from my side.
On October 8, VSYS told me they would inspect my server and were aiming to give me access to my data on Monday or Tuesday.
Then on October 10, I received another update saying my server was going through inspection and that they hoped to give me access early this week.
Unfortunately, my server still shows “Awaiting Inspection” in the panel.
I’m really hoping for some good news today or tomorrow. Fingers crossed.
Hi @vsys_host ,
I registered here specifically to get my ticket looked into. Unfortunately, I’m now on day 4 of waiting for a response regarding my Ticket #0327560
Since I’ve noticed that tickets from customers who comment here seem to get addressed a bit faster, I thought I’d reach out as well.
Could someone please take a look at my ticket and give me a quick update? I’d really appreciate it if things could move forward soon.
Thanks a lot!
Totally not related to ones registered here specifically to get their ticket looked into.
Never insult your own father. I’ve done a lot for you.
I’m not sure what is happening with your support system, but please check the tickets in your panel carefully.
It appears that some tickets are being opened but are not actually being reviewed by a human agent. For example, if a ticket was originally opened under the Support department and then automatically changed to Billing, it seems that the response was generated by an AI agent rather than by someone who actually reviewed the issue.
Please check all open tickets that are still waiting for a proper response. In several cases, it feels like nobody has actually looked at the problem or understood what the customer is asking about.
Ha Ha Ha, thanks for your useless post.
Rough few weeks for the VSYS team. Glad to hear everyone is safe, and respect for keeping it calm and professional in here despite everything. Hope the dedis are back in racks soon.
Wishing the VSYS team strength. Recovering from something like this is brutal enough without the pressure in this thread. Stay safe, and good luck with the relocation.
I hope there is good news for you. As for me, there hasn't even been an update on my server status. It's still stuck on the initial batch update from September 30th. I really hope I can get access to my server data soon as well...
Thank you. What I hope for myself, I sincerely wish for all of us. I really hope we all get our data back soon.
I don’t know if anyone has managed to get their data back yet. On their website, all you get are automatic responses.
I’ve even had servers in Iranian data centers that were hit by American missiles, and it still didn’t take this long. At least they didn’t respond to customers with automated messages.
Is there any discord support group for those waiting?
Another one asking unnecessary questions. Don’t waste time that could be spent helping others.
The accounts that come here attacking people and insulting customers look like fake accounts that do not even have affected servers. Someone who actually owns a server and is trying to recover their data usually does not have time to attack everyone else. I honestly think some of these are fake accounts connected to the datacenter.
Iranians have had datacenters hit by missiles too, but I did not see this kind of behavior there. These people do not give anyone their data; they just keep saying “two more weeks,” even though they themselves wrote that customers could request data recovery and backups.
My ticket existed too. First they told me they could not find it. Now I finally got a response saying: wait another two weeks.
Temporarily powering servers on one by one does not require the whole cooling system to be restored. If a server has not been in contact with water and is physically safe, it can be powered on temporarily and many of us could take the backup we need within a few minutes.
And to the person who is about to come here again saying, “Why didn’t you have backups?” — I’m saying this in advance: shut up.
Stop posting from fake accounts and attacking customers. Show us some respect and temporarily power on the servers so we can retrieve our data, provided the hardware was not exposed to water or physically damaged.
If we cannot make money, then tomorrow we will not have money to pay you for servers either.
Three weeks have already passed and you still have not given us our data.
Learn something from your colleagues in Iran. Even during war and missile attacks, they temporarily powered servers on so customers could extract their data.
We are not asking for miracles. We are asking for temporary access to our own data.
Which DCs?
I don't remember hearing about a DC being hit while I was getting bombed.