Invision Community 4: SEO, prepare for v5 and dormant account notifications By Matt November 11, 2024
Developer Posted October 11, 2007 Posted October 11, 2007 Hello,My forum has been hacked a few hours ago,just a few hours later i have upgraded my forum to teh latest IPB.My complaint is that customer service representative didnt responded to ticket number 427479 in timely manner ans asked me instead to dig my logs for potential wierd actions.My server is clean,FTP and SSh logs are clean and report only my own IP logged in since yesterday.Its IPB level issue and they are closed now,another 12 hours of closed forum will kill my reputation but IPB DOENT CARE :devil:
Jason H Posted October 11, 2007 Posted October 11, 2007 Considering i'm working.. I don't know how well the "closed" part applies.
Keith J. Kacin Posted October 12, 2007 Posted October 12, 2007 Maybe I am misunderstanding the situation.You said some of your forum was defaced. I showed you the Admin login logs and asked you if any of the names or IPs were some you didn't recognize. You said no, and you also said you checked your FTP logs and SSH logs, and no one got in through that.I then asked you to provide the Apache access logs so we can look a bit more into it. After that request, I had no response from you before I left the office for the day.I am sorry if you felt we didn't care, but I was trying to assist as much as possible with limited information on it. We are still willing to help.
Developer Posted October 12, 2007 Posted October 12, 2007 Digi,valid customer complaint is a spam ?Sure it is.
_Diesel_ Posted October 12, 2007 Posted October 12, 2007 Maybe I am misunderstanding the situation.You said some of your forum was defaced. I showed you the Admin login logs and asked you if any of the names or IPs were some you didn't recognize. You said no, and you also said you checked your FTP logs and SSH logs, and no one got in through that.I then asked you to provide the Apache access logs so we can look a bit more into it. After that request, I had no response from you before I left the office for the day.I am sorry if you felt we didn't care, but I was trying to assist as much as possible with limited information on it. We are still willing to help.I've never had a problem with IPS support. I suspect that the complaint here was due to an old vulnerable IPS board or weak permissions to the directories. No apology should be needed. <_<
atomicknight Posted October 12, 2007 Posted October 12, 2007 Digi,valid customer complaint is a spam ?Sure it is.It is if you keep posting the same thing over and over based on an unfounded assumption that the support team is active 24/7 and ready to fix any problem that comes up regardless of the situation. Did you even read the terms of the license you bought? The license promises a "1 business day ticket response," not a "3-5 hour ticket response." If you happened to catch them close to closing hours, then you were just unlucky. Accusing IPS of bad customer service based on unreasonable expectations is just naive to say the very least.
Digi Posted October 12, 2007 Posted October 12, 2007 It is if you keep posting the same thing over and over based on an unfounded assumption that the support team is active 24/7 and ready to fix any problem that comes up regardless of the situation. Did you even read the terms of the license you bought? The license promises a "1 business day ticket response," not a "3-5 hour ticket response." If you happened to catch them close to closing hours, then you were just unlucky. Accusing IPS of bad customer service based on unreasonable expectations is just naive to say the very least.Thank you. I was referring to the fact that you "bascially" posted the same topic 2 times in 2 different forums ;)
Jason H Posted October 12, 2007 Posted October 12, 2007 Suffice to say.. Solved, and it wasn't an IPB vulnerability. I get lumped into "Everyone Else" last week.. Then, when i'm working there's "Noone working"... I should really take up drinking. I hear it's alot of fun.
Digi Posted October 12, 2007 Posted October 12, 2007 You should! I'll join you...but you have some catching up to do :P
Management Matt Posted October 12, 2007 Management Posted October 12, 2007 I have reviewed this incident and I am confident that we assisted in a professional and timely manner. Our technicians repsonded appropriately and within our working timescale.If you wish to discuss this with a member of our management team, then please give our offices a call or email us so we can assist further.Thank you.
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