When our teams, or our monitoring tools, detect abnormal behavior on one of your services, and that behavior suggests your server has been compromised, the server is automatically suspended.
This suspension is above all preventive: it is intended 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 in cases where those actions were performed by a third party.
Taking your server offline therefore prevents further potentially unlawful actions from being carried out.
In this kind of situation, Pulseheberg applies the following methodology:
- First suspension for Hacking: Your server can be unblocked on simple request to our technical support. You will then regain full access to your server, and you must carry out corrective actions as soon as possible.
- Second suspension for Hacking: Our technical team may require an immediate reinstallation of the server in order to bring it back online. If this reinstallation is required, it must imperatively be carried out by our technical support before your server is brought back online.
- In the event of a further suspension for Hacking: The restart of your server must be approved by one of our administrators. They may also require an immediate reinstallation of the server before it is brought back online.