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Dear user,
We hope this e-mail finds you well. We are sending you this e-mail for further knowledge regarding what is occurring at present with Zeta.10 Houston, the only server in our entire offering that is experiencing relevant issues at the present moment.
Following a plethora of DDoS attacks to the server in Houston, Texas, between March 17/18th and March 24/25th at least, your server had some networking issues over IPv4, which, due to DDoS, are not the direct responsibility of C-Servers.
The upstream for this server, which is DartNode, has offered C-Servers the possibility of having DDoS protection in this regard, which we did accept.
However, the same provider also suspended the server shortly after, and continues suspended at present, citing alleged IP scanning, malicious scripting and alleged denial of service issues on the particular server - but, contrary to what other providers do (for example Hetzner), hasn't allowed us both a time window to take a look at the issue and fix it; nor has provided us, at present, with any technical log or evidence of the corresponding allegation, which would help in this regard.
Suffice to say: suspending a server, on this particular case and upstream provider, does not allow us even IPMI access on their Dashboard (the access is denied), meaning that even if we wanted, it would be technically impossible to internally access the server at present, even without a network, in order to check any logs and fix possible issues in this regard. Not having access to a dedicated server is, as some users that have handled them may understand, an incorrect procedure - a user, or a company, must be provided with all due information regarding any possible abuse so that action can be held swiftly and the issue truly resolved.
Moreover, we have been insisting with the upstream provider, over the past 48h+, through several ways and on several areas, as reported on our Network Status page, to no avail - even stressing the fact that there are customers of ours pending the issue has done nothing for it. The upstream has been showing as unresponsive, without a single answer provided to us. Which, as you may understand, is not ideal.
To all of this issue and at the present context a fact is not to be overlooked: this server has a relevant amount of DDR4 ECC RAM and a powerful CPU, having increased its value on the refurbished and second-hand markets (configuration-wise) at an approximate ~200% valuation in comparison with the same period on March 2025 due to the AI race and speculation on RAM, CPU and NVMe valuations, and also having been provided so far to us at a discounted rate on occasion of the Black Friday. Which was, in fact, why the pricing for this server on your end was lower than average as well - as we state on our frontpage, if we get savings we pass them on to our customers, and true to our word, that's what we were doing here.
Whether we're implying something here or not is not relevant - these are the facts, at present. We're just getting you informed.
What are we going to do depending on where this goes to
If DartNode answers us on the next days, and we manage to get a real access and sort whichever was the issue at hand, your server will return as soon as technically possible, with maximum priority in comparison to any other support issues. No compensation or refund will be applicable regarding this issue, as it was generated (from what was reported to us) from internal users associated at this server. Prior to deploying IPv4 NAT, we had warned all users that NAT IPv4 usage was to be held responsibly on the customers' end. There's a very good reason we are stressing that.
If, for some reason, the server ends up cancelled on the next days by the upstream, despite our best cooperative efforts for that not to occur, we will provide you with not the pro-rata amount for your subscription for the remaining period, but the entire amount of your product since that period began, as account credit, which you will then be able to use on any other C-Servers product lineup of your choice. Same as the first possibility, no other additional compensation nor exceptional refund rules will be applicable on any of the existing products for this reason, as this has originated customer-side, at that server.
Moreover, since this originated on abuse, and possible account credit does (of course) not automatically solve the secondary issue of an abusing user causing this issue, we will take notes on the existing userbase and directly monitor any new purchases coming from that account credit - and any user found violating T&Cs or FUP also on the new server will be swiftly terminated without any possible refund. A very close eye will be kept on the network usage, to ensure this doesn't happen again. There will be a zero tolerance policy on what pertains to abusive usage from any user at the identified user pool. Therefore, we strongly suggest to refrain from abuse, if you were doing some.
Lastly, a word of notice
Kindly continue checking our Network Status page, here (in English): https://web.c-servers.co.uk/network-status.html
We will publish any updates regarding this issue there - and more final updates will be also held over e-mail. In any case, we sincerely apologize for the inconvenience caused to those users that had genuine work going on there, and are seeing themselves without VPS connection for the past two days. We assure you we're doing our utmost to correct the fault at hand, on our end, but the upstream also needs to cooperate in order for that to occur. That's our main difficulty now. But we'll keep insisting on the matter.
Of course, no other servers are affected. It's just the Zeta.10 Houston.
Thank you for your patience and trust on this company. As soon as we get a chance of getting things right, we'll get a solution for you. That's a promise.
Best regards,
C-Servers by Centerfield Ltd
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