When our teams, or our monitoring tools, detect abnormal behavior on one of your services, and that behavior suggests that 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 when those actions are performed by a third party.
Taking your server offline therefore prevents any 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 unlocked upon simple request to 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 can be brought back online.
- In the event of a subsequent suspension 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.