Quote from: redtwitz on September 16, 2013, 03:57:48 PM

I'm pretty sure everybody should understand that "instant setup" means "immediately after receiving the money". The IP issue is clearly your company's fault. Simply blacklisting a customer's IP for opening too many connections isn't good practice. So he's entitled to a refund for whatever portion of the month he couldn't access his VPS. Clearly, he hasn't handled this in the best possible way.

All that aside, this is not how you treat a customer (even a "rogue" one). If somebody defames your company, the only thing you should threaten with is taking it to court. Statements like

Quote from: QuantumKiwi on September 12, 2013, 04:21:13 AM

We informed the client of the fact that IF, he were to make false accusations we would disclose the case details for the public to review.

sound a lot like extortion. This is not what I'd expect from a professional service provider.

Whether what you did was legal or not (I know next to nothing about US laws), you certainly lost a few potential customers.

Greetings all, We have had both positive and negative feedback from this dispute. Thank you all for your input/opinions.

Just to be clear to everyone, WHY the clients connection was blocked.

It was not an issue on our side ( Our firewall is running correctly according to our engineers ) - The client had far too many connections to the server.

We have a firewall like all hosting providers. This firewall has a connection limit to stop attackers from taking down our cloud nodes.

The IP was blocked for 30 seconds due to a connection burst of 64 connections, which then hit 128 - The IP was then blocked for half an hour.

Further attempts ( hitting the connection limit again ) were made and so our firewall automatically blocked the IP for 12 hours.

This is our server security policy which has assisted in stopping many dDOS attacks ( including recent login form attacks ).

In the last week our sales have boosted - We have had no cancellations of services - Business is running as usual, if not better.

Legal & Privacy Note: Many other web hosting providers around the world submit dispute details regarding an accusation against their company public. WHT Forums is a prime example.

If you have any queries or issues related to our services as a client or member of the public - Feel free to contact us at anytime. - admin@quantumkiwi.com

Best Regards,
Quantum Kiwi