Kayla

Hello Everyone,

The past week has been a very daunting week for us. This letter is to let you know that we are just as frustrated and concerned as you are. Please don't think for a second that we aren't. When an issue arises we are always here to deal with it and to address everyone as personally as we can. We are always here 24/7. Those of you who have been with us for a period of time especially know the type of company that we are and that we care. We are truly trying to grow and provide the most affordable services. This growth has prompted us to have our own data center facility, which we have had now for 6 months, and we are truly grateful for that and couldn't have done it without all of you, our customers.

This morning our network was DDOS attacked and it was the largest scale attack we have ever experienced. Please be aware that we have everything in place to minimize DDOS attacks and we have been for the past months, very successfully. I am sure many of you remember us getting random DDOS attacks in the past and how we isolated them within minutes. During the past two months, we have had ZERO problems regarding DDOS attacks. Although that has been the case, we are prepared for the future. We have had in our facility a DDOS protection device ready to deploy. We have been waiting for the best time to install it and unfortunately when we needed it today, it was not installed. We have not needed it until this point. The DDOS attack received was horrible. We were here the entire time as always when something happens, trying to fight it and also answering tickets. Anyone who sent in a ticket received a usual 5 minute and under reply. We went ahead and installed the device during the attack, since it was better at that time to get it done. Shortly after everything was in place, we had the attack completely under control and our servers came back up immediately.

We are prepared to give a month's compensation. We have already credited a number of accounts already this week. Please email sales[at]surpasshosting.com with subject "1 Month Credit" and include all relevant payment details such as full name and method of payment (PayPal or 2checkout) so that we can get them done quickly and use less time looking up the account info.

Regards,
Surpass Hosting Staff



8-24
This is more detailed info about the refunds that I failed to add on the day of the announcement. These rules have been followed the entire time but were not posted here. At the time of the announcement, I was honestly not thinking of such details and apologize for not posting these details sooner.

The month credits are for regular shared or reseller plans. For semi-dedicated or dedicated, we are giving credit for 1 week.