Why your server has been suspended#
When our teams, or our monitoring tools, detect abnormal behaviour on one of your services, and that behaviour suggests your server has been compromised, the server is automatically suspended.
This suspension is above all preventive: it aims to protect our infrastructure as well as our customers. As the sole administrator of your server, you are responsible for the actions carried out on it, even when those actions were performed by a third party.
Taking your server offline therefore prevents any further potentially unlawful actions from being carried out.
The methodology applied by PulseHeberg#
In this kind of situation, PulseHeberg applies the following methodology:
- First suspension for hacking: your server can be unlocked simply by requesting it from our technical support. You then regain full access to your server, and you will need to carry out corrective actions as quickly as possible.
- Second suspension for hacking: our technical team may require the immediate reinstallation of the server in order to bring it back online. If this reinstallation is required, it must be carried out by our technical support, before your server is brought back online.
- Subsequent suspensions for hacking: bringing your server back online must be approved by one of our administrators. The administrator may also require the immediate reinstallation of the server before it is brought back online.