Hostnine Host Nine, H9 Customer service doesn't exist , Internet

My name is Jen, and I am the Customer Experience Manager at HostNine. This position is recently created to better improve our customers experience with us and the services our customers get from us. I should state that there was no Customer Experience Manager position at the time of the incident.

It is not our policy to discuss customer information publicly and so I will not provide any specific information with regard to this customer's account or specific complaint, though I have read the exchanges between the customer and our company in November and can confirm there were definitely communication challenges. The customer above is also currently still a customer, so if these issues are still currently a problem, I invite the reportee to email managers@hostnine.com with the subject line Attn: Jen, and I'll be happy to address any current, specific issues.

I'll try and address each statement if I can without violating any of our privacy policies.

Notices about changes to HostNine servers are posted in the forums as well as to Twitter and Facebook by us, and can be sent to customers in any manner they choose via RSS Feed. This enables customers to have this information accessible and delivered to them in nearly any manner they choose.

Previous to HostNine being acquired, it's possible that the forums were censored. I personally have no firsthand knowledge of that being the case, however, since the acquisition that is absolutely not the case. Our forums are monitored and it is now company policy to delete only spam/vulgar posts, and threads are no longer closed by our company.

I personally could find no documentation of the server in question that correlated to a continuous outage of four days recent to the date above. Documentation shows the server in question was down less than 3 hours total in the last quarter of 2010.

With regard to hacking, most hacking nowadays on sites come from BotNets that gained access to an individual site's credentials through an infected home computer that stored those login credentials in an unencrypted manner. Often, this is difficult for customers to understand due to the stealth operation of infected machines - Computer scientists at the University of California-Santa Barbara published a wonderful whitepaper on this issue after they were able to take over the Torpig/Sinowal/Anserin botnet for ten days.

We do, and always have, billed our customers, and those emails are within the Customer area that we provide our customers archived in case, for any reason, they are filtered by their email accounts.

As far as any specific issues that the reportee or any other HostNine customer has with HostNine services, you are always welcome to ask to be escalated to a manager if you are unhappy with the service you are receiving, or to email me directly at managers@hostnine.com and we will work hard to ensure that you are 100% satisfied with the service that we provide.