Alrighty then, here's some more replies:
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Originally Posted by paradise Response (Philip) 24/01/2005 02.19 PM
Hello Ace
These mails have arrived late as one of our servers was down for a period of time for security maintenance.
We encourage you to address your billing, accounts and non-technical enquiries on our new customer e-service platform. Please make your queries at http://paradise.custhelp.com
Kind regards,
Philip
TelstraClear Internet Services
Phone: 0800 467 272 (and follow the voice prompts) |
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Originally Posted by me Right..well firstly, the fact that it took 3 days to answer this question is pretty shocking.
Secondly, why did you not alert your customers to this fact prior, or as soon as was possible?
Most people rely on their ISP email, because it is supposed to be…reliable.
I know of several people who are very unhappy with this situation, as they missed important emails (such as notification their trademe auction had been outbid). Had they been made aware of this fact, they could have had their mail forwarded to another account. |
B&A: look at what he has to say here:
Quote:
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Originally Posted by paradise Response (Philip) 24/01/2005 03.53 PM
Hello Ace
As you may be aware many business' do not have a full staff present on weekends.
Customers were told as soon as possible.
We encourage you to address your billing, accounts and non-technical enquiries on our new customer e-service platform. Please make your queries at http://paradise.custhelp.com
Kind regards,
Philip
TelstraClear Internet Services |
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Originally Posted by me Customers were told as soon as possible?
You mean “we have grudgingly given out a cover story of ‘security maintenance’ rather than ‘somebody hacked our servers’ to those customers who asked what had happened to their email”
I had to phone the helpdesk and fill out a support ticket to find out…there have been no emails sent from paradise explaining the problem or alerting customers of it, nor is there any kind of announcement on the paradise,net page, apologizing or alerting customers.
P.S: I think the word you were looking for there was ‘businesses’..the use of an apostrophe to denote plurality is incorrect. |
To which they replied:
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Originally Posted by paradise Response (Philip) 24/01/2005 04.46 PM
Hello Ace
There is no cover story. Negative ideals can always be formed if you are willing to try.
You may wish to view our homepage as carefully as our grammar to find the link explaining the server outage.
We encourage you to address your billing, accounts and non-technical enquiries on our new customer e-service platform. Please make your queries at http://paradise.custhelp.com
Kind regards,
Philip
TelstraClear Internet Services |
Okay, so there is a link at the top of the page now...may well have been there before. It says this:
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Originally Posted by http://www2.paradise.net.nz/security_update/news.html Security issue - email and web hosting
A small number of Paradise.net customers may have have experienced email delays and web-hosting problems on Thursday January 20th and Friday January 21st.
Early Thursday morning some Paradise email was delayed. Our security people detected a security threat and disconnected a server to preserve the integrity of Paradise.net.
This server will be reconnected shortly and backlogged email should be delivered this afternoon (Friday January 21).
As part of our security precautions we also disconnected hardware which hosts Paradise web pages. We have been working round the clock to ensure the hardware can be reconnected with no risk to Paradise.net or Paradise users. We expect to restore web pages this evening.
We know that an external party has attempted to interfere with Paradise.net. This attempt was picked up and immediate steps were taken to avoid any further impact on Paradise.net customers.
Please accept our apologies for any inconvenience these very necessary steps have caused. Our approach, as always, is to take firm steps to preserve the security of Paradise.net and protect our customers.
the team at Paradise.net |
What I would like to know is: Did anyone who uses Paradise receive any emails notifying them of this?