H

Hello, I'm not quite so new -- had an account since early June.

I was wondering though, my friend has been with a couple hosting companies and he's experienced a lot of problem with his account getting suspended. I won't get into the details, but one was caused by someone using an email address of his domain to send out viruses, and the other that happened just the other day was actually for no reason at all.. support could not find a reason it was suspended.

Anyhow, what is Surpass's policy on account suspensions? From the other companies it seems any databases or files are lost, if you don't back-up regularly, you're screwed. Does Surpass allow you to retrieve your files and data? I figure the other companies can't because they don't own the data centers, but Surpass does.

I don't plan on doing anything that would cause my account to be closed or suspended, but I'd feel safer knowing I'd be able to retrieve my files and data if that was the case.

Thanks in advance

Kayla

Hi,

Thank you for your questions and concerns.

Account suspensions are almost _never_ permanent. They arise if an account has caused high load on a server or any harm to the server. When the customer lets us know what the script is that caused it, or we find out and let them know, the account is unsuspended so they can make changes. Or sometimes we download the file first, then delete it, and never suspend the account. It just depends on the situation. There is not a solid concept to it.

When an account is suspended, the account isn't "closed" or deleted. There is no reason to do so.

The only time we delete accounts is if we find the account was bought with a stolen credit card, or if the account was used for spamming or something malicious and we have hard evidence for it.

In any normal case of suspension, it is just short term in order to fnd a solution, and if you chose to move to another host, we would provide a backup of your files or allow you to do the backups yourself in your own way.

imsleepy

Great question! Great answer! I don't plan on ever getting suspended, but it's nice to know there is no loss of data should the unthinkable ever happen!

Thanks for asking the question!

Bigjohn

Another reason surpass is a great place - "she of the hazel green eye" offers the true scoop.

Truth is, though, that there are a LOT of dang spammers that get onto services like this and then get caught... My server, Pass5, has been on the 'spamblock' list 3 times since april...*sigh*.

BUT - Surpass gets it reversed when they kill the spammer's account. And then all is good again!

John

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H

Thank you for the informative reply Teq!

Glad to know Surpass is willing to make sure we're able to retrieve files! Like I said, I would never purposely or knowingly do anything to that would result in any suspension or closure of account. I use my hosting for a side-job doing web design, so there's no real threat or risk of anyone doing anything they aren't supposed to.

I can now feel safe for my files incases something unexpected occurs. I'll pass this onto my friend so he can consider moving to Surpass.

Thanks for the great service Surpass! I'll definetly be renewing my account with you in June 2005!