Security Event Process and costs

If we had to inform you of a security event this means that we have received data or complaints about abuse (any event(s) which occurred using your credentials on our network) and we had to take action, perform administration and do additional work related to your breach of our terms and conditions of service

There are a few main issues which may determine the amount of work, damage and issues caused by your breach of our terms and conditions of service.

Costs and billing implications

If you inform us of your security event and also inform us that you have successfully resolved your security event there are generally no additional or any costs or billing implications.

if we have to take any action, suspend your domain or any email account or resolve any of your security issues the minimum billing is detailed below:

  1. Were your credentials obtained and used by third parties to cause damage to our servers and network – Minimum costs start from R2500 per event.
  2. Were your own devices used to breach our terms and conditions of service – Minimum costs start from R485 per event.
  3. Were your main access credentials obtained, published or leaked or were your web platform used to breach our terms and conditions of service – Minimum costs start from R485 per event.

 

Security Event Resolution Processes

Here are a few quick suggested steps to ensure resolution of your security issue(s) – You do not have to follow these steps and we do not guarantee that following these steps will resolve any of your issues, so always be guided by qualified IT security professional(s) regarding your specific situation(s). Here are suggested generic quick steps which we suggest may assist you:

  1. Establish what happened.
  2. Make a list of user accounts, credentials and devices at risk (including backup archives and older data)
  3. If your user account or domain or hosting is NOT in suspended state:
    1. Disconnect all related devices from the Internet/Network
    2. Re-install/remove/repair all devices
    3. Change all affected credentials and passwords on main system (N-Panel/Plesk/Cpanel)
    4. Change all affected credentials and passwords on all related devices
    5. Reconnect devices to Internet/Network
    6. Check your logs, network connections and software for any issues
    7. Inform us :(1) Tell us what happened (2) Tell us how your issue(s) were resolved (3) Confirm that all is resolved
  4. If your user account or domain or hosting IS in suspended state:
    1. You should not lose any data or new incoming emails and your service will be fully restored upon completion of this resolution process.
    2. Disconnect all related devices from the Internet/Network
    3. Re-install/remove/repair all devices
    4. Change all affected credentials and passwords on all related devices
    5. Inform us :(1) Tell us what happened (2) Tell us how your issue(s) were resolved (3) Confirm that all is resolved
    6. Upon us re-instating your account(s) FIRST : Change all affected credentials and passwords on main system (N-Panel/Plesk/Cpanel)
    7.  THEN : Reconnect devices to Internet/Network
    8. Check your logs, network connections and software for any issues

There are various and many different scenarios but the bottom line is that you have to ensure that your security event is fully and completely resolved. You have to ensure that all your devices have been completely re-installed, all malware has been completely removed, all your credentials (incl passwords) have been changed and you have to certify this to us. Should your security event not be fully resolved and recurs within any 30 day period there will be additional costs and we may additionally decide to terminate your hosting without any further notice.