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Rely your web startup on Rackspace Cloud? Think again

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Re: Rely your web startup on Rackspace Cloud? Think again

#61

Post by chopsueyar »

wrs wrote: post #37
edwincheese wrote: post #36

Earlier quoted context omitted.

It is like asking why we need special facilities in building for the disables. Why didn't we treat everybody the same and don't provide any special facilities for disable? I do think that site owner of any scale IS responsible to abuse complains, but the scale of the company do make a different. The influence and harmfulness of a fake shop in Amazon is not same as a fake shop in a very-small-online-shop. Thus people…

The people being phished don't care how big you are or how fast you can respond. What would they consider a reasonable time?

If the people being phished know they are being phished, then why are they allowing this?

Re: Rely your web startup on Rackspace Cloud? Think again

#62

Post by chopsueyar »

nl wrote: post #44
edwincheese wrote: post #32

Earlier quoted context omitted.

I think everyone agreed on that the service provide have to investigate and take action on any abuse claim. But what is questioning now is that is it reasonable to shutdown a suspect case of abuse without giving time for the service provider to investigate and respond to this case?

is it reasonable to shutdown a suspect case of abuse without giving time for the service provider to investigate and respond to this case? Yes, if there are enough complaints and harm that may come from it is serious enough.

So, the writer of the article had one complaint. The forms cannot take passwords.

A second complaint, without any investigation, would result in the termination of his account and destruction of data.

That is not reasonable.

Re: Rely your web startup on Rackspace Cloud? Think again

#63

Post by chopsueyar »

lsc wrote: post #27
kjksf wrote: post #13

What is missing from this article (and comments so far) is a more comprehensive analysis of available options. If I lease a server from linode or AWS or theplanet or serverbeach or ${your favorite hosting provider}, would the situation be any different? I understand the article's author frustration with Rackspace, but it's a single data point hence hardly enough to be a basis for an intelligent choice of hosting prov…

Your last two lines sum up the problem nicely. Everywhere, the more you pay, the more effort they will put in to helping you clean up your messes rather than shutting you down right away, which makes sense, because helping you clean up your mess is an expensive business to be in.

Which doesn't explain Rackpace's behavior, considering their premium cost for "fanatical" support.

Perhaps Rackspace cares more about it's shareholders than customers?

Re: Rely your web startup on Rackspace Cloud? Think again

#64

Post by chopsueyar »

lsc wrote: post #16

this will happen at any responsible web host. If you are hosting phishing sites, expect to get taken down. This trickles up. if you run a hosting company, and you get enough complaints that you don't deal with, then yeah, you will get shut down or asked to leave. That said, I think especially for higher-priced services, a phone call would be nice. (Note: I don't call my customers, though this is a policy I've conside…

What if you are not hosting phishing site, but a single person alleges you do host a phishing site?

Should that distinction make a difference?

Re: Rely your web startup on Rackspace Cloud? Think again

#65

Post by chopsueyar »

rickmak wrote: post #34
fookyong wrote: post #22

How was this construed as "phishing"? Did the customer simply set up a form that asks for a user's email address? because if so that describes tons of other services out there... e.g. Wufoo, Google Documents (but I guess they are not hosted on Rackspace!)

FYI, my phishing form @wufoo: http://rickmak.wufoo.com/forms/phishing/ Look professional? ;) Similar form on pandaform will make pandaform shutdown entirely.

Well, we know wufoo doesn't use Rackspace.

Re: Rely your web startup on Rackspace Cloud? Think again

#66

Post by lsc »

chopsueyar wrote: post #63
lsc wrote: post #27

Earlier quoted context omitted.

Your last two lines sum up the problem nicely. Everywhere, the more you pay, the more effort they will put in to helping you clean up your messes rather than shutting you down right away, which makes sense, because helping you clean up your mess is an expensive business to be in.

Which doesn't explain Rackpace's behavior, considering their premium cost for "fanatical" support. Perhaps Rackspace cares more about it's shareholders than customers?

I could be mistaken, but I think that the rackspace cloud is their cut-rate product which comes with less support.

Re: Rely your web startup on Rackspace Cloud? Think again

#67

Post by lsc »

chopsueyar wrote: post #64
lsc wrote: post #16

this will happen at any responsible web host. If you are hosting phishing sites, expect to get taken down. This trickles up. if you run a hosting company, and you get enough complaints that you don't deal with, then yeah, you will get shut down or asked to leave. That said, I think especially for higher-priced services, a phone call would be nice. (Note: I don't call my customers, though this is a policy I've conside…

What if you are not hosting phishing site, but a single person alleges you do host a phishing site? Should that distinction make a difference?

yes. these sorts of things need to be examined... this is a lot of why running an abuse desk is so difficult, because you /will/ get bogus claims. Most claims are fairly obviously legitimate. A few are obviously bogus, and a few really are questionable. It takes skill to know the difference, and mistakes are obviously quite bad for your reputation.

Re: Rely your web startup on Rackspace Cloud? Think again

#68

Post by chopsueyar »

lsc wrote: post #66
chopsueyar wrote: post #63

Earlier quoted context omitted.

Which doesn't explain Rackpace's behavior, considering their premium cost for "fanatical" support. Perhaps Rackspace cares more about it's shareholders than customers?

I could be mistaken, but I think that the rackspace cloud is their cut-rate product which comes with less support.

http://www.rackspacecloud.com/cloud_hosting_products/servers...

"We talk AND we listen. We're big fans of transparency and feedback. Technology works so much better combined with a bit of humanity."

Re: Rely your web startup on Rackspace Cloud? Think again

#70

Post by bconway »

goosmurf wrote: post #52
neeleshs wrote: post #49

Earlier quoted context omitted.

May be technology can help a bit here? I think the issue in this case was more about the granularity of "takedown". If there was some kind of an API contract between the infrastructure provider and the application service provider - an API that lets you shutdown a single subdomain, an email service and so on, the situation would be more tolerable.

Or even something simpler - call the account holder's phone and play a simple recorded message that says "hey, its Rackspace, we need you to deal with an urgent issue, please check your email ASAP". Cheap for Rackspace, gives the customer fair warning, and if there's no response within some reasonable time frame then shutdown the machines in question.

What if I'm on a two-hour flight, though? A one-hour response time is ridiculous.
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