My VPS hacked and billed $300 for something we didnt do

J

jodo3cust

Guppy
Anyone have advice on how to handle this?

I am long term customer on $17.50/mth reseller account.

I created a VPS account in my reseller account to test and try it.
I created a 5 GB Traffic LIMIT when the account was created.

A couple weeks later I noticed over 100GB traffic. I looked into it, disabled it and contacted support to look into it. They responded and agreed it was hacked. We found IP's from China and other asian countries accessed it.

I got an email from billing trying to charge me over $300 for this!!!!!!!

I try to contact them and all they say is 'you have negative balance and need to pay'. I try to explain the situation but they don't listen. Just repeated message back.

What are my options????

How does one connect with the CEO on this?

I am having a heart attack after this email and especially the responses from Jodo.

Thanks
 
Re: Jodo hacked and billed $300 for something we didnt do

Hello,

AS the manager of the VPS account you are responsible for this account, you will have to work out a payment plan or other means with the billing staff, it is possible sometimes to work this out by doing a higher plan over X months etc, you will just need to speak to them regarding it.

We pay for used bandwidth regardless, and it doesn't matter if it is hacked, as security is your job by having the account opened to ensure that it is not abusing your account.
 
But if I set a LIMIT on the TRAFFIC to 5 GB , how could it go over that LIMIT I set ?

IT should not have allowed excessive use in the first place. I took REASONABLE efforts to prevent something like this.

If I set a limit for the VPS as 5GB on the Jodo account plan settings, then it should have limited that account to 5 GB of traffic. Correct?

Since it did not, then that is not my fault.
regards
 
jodo3cust said:
But if I set a LIMIT on the TRAFFIC to 5 GB , how could it go over that LIMIT I set ?

IT should not have allowed excessive use in the first place. I took REASONABLE efforts to prevent something like this.

If I set a limit for the VPS as 5GB on the Jodo account plan settings, then it should have limited that account to 5 GB of traffic. Correct?

Since it did not, then that is not my fault.
regards
Click to expand...

Please read the official documentation here:
http://www.psoft.net/HSdocumentation/reseller/limiting_resources.html

It clearly says:
For example, if you set 10 GB MAX for traffic, you allow customers to raise their traffic limit up to 10 GB/month. This, however, won't keep them from exceeding this limit, so a good decision would be to set a high overlimit price.
Click to expand...

I'm yet to look into your ticket about this issue, but we were notified after you noticed the issue, and it was too late. Thus closing any options of us to assist you (even when it is not up to us to manage it ).

Please see that we buy the best of the bandwidth in the industry, and then, still multi-home it, leading to costs that are much higher than most of the hosts. As Stephen already said, when the bandwidth is used, we are billed.

Please contact sales team, or billing team, and see how best they can assist you.
 
If there is any deficiency on our part, be assured we will remove the charges. If not, billing will work with you to give you maximum possible discount on these charges.
 
I will also mention that if you create a VPS, and just let it set there for a while, have services on, and don't do anything it will eventually get hacked. That is why there are so many linux management services, to help secure and prevent such from happening. This happens through brute force, apps with a hole, and other issues. When you create a linux VPS it is yours to manage, we do not manage it for you.
 
Atul said:
If there is any deficiency on our part, be assured we will remove the charges. If not, billing will work with you to give you maximum possible discount on these charges.
Click to expand...

Atul;

Thanks!

I am doing some damage control. ie. Another problem is that some sites got deleted as well when the VPS was deleted. ( new button on the new control panel).
That is ok as I know you guys archive the sites. But I contact jodosupport for retrieval from backups but they couldn't ... so I have another issue with 5 sites down for a couple weeks.

I have not had alot of good luck with Jodo this past month as you can see.
 
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