RSAWEB - Customer deserve answers

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KenESA

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It is common knowledge that RSAWEB suffered a 'massive outage' on Feb 3rd.

However, they have been most disingenuous in terms off reporting actual cause of said outage, progress reporting and ETA for restored Internet services.

Their 'blackout' on telephonic and email contact does not help either. No-one is answering phones or emails, but they are very quick to deduct their monthly subscriptions!

Their customers deserve better - they would be wise to respond accordingly.
 
daveza said:
Feb 3rd?
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At they rate they're fixing the issues it will be the 3rd of Feb. I'm receiving notices from RSAWEB this morning that they're still busy fixing their systems.
Mobile APN and cloud services are still impacted.
 
Something here is not adding up... They are saying one thing yet their own website is not even up. This looks more like a data center outage than a network issue. Unless their website hosting falls under the "cloud services" section.
 
Jipoguts said:
Something here is not adding up... They are saying one thing yet their own website is not even up. This looks more like a data center outage than a network issue. Unless their website hosting falls under the "cloud services" section.
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They have their own datacentre, networking and servers are both hosted there. So if the router for their cloud services went down then it is a networking issue.
 
Syphonx said:
They have their own datacentre, networking and servers are both hosted there. So if the router for their cloud services went down then it is a networking issue.
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Agree fully... but a data center implies that you have redundancy for redundancy systems. So if multiple network devices are out, is it considered a network outage or a data center outage? All I'm saying is that if I was a betting man, my money would not be on a network outage.
 
Jipoguts said:
Agree fully... but a data center implies that you have redundancy for redundancy systems. So if multiple network devices are out, is it considered a network outage or a data center outage? All I'm saying is that if I was a betting man, my money would not be on a network outage.
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Other members mention ransomware so yeah I don't think it is hardware or configuration issue. That would not take this long to resolve.
 
just wish we could get answers but it is all hush hush or stories that hear here. They need to write up and let clients know what happened
 
labratza said:
just wish we could get answers but it is all hush hush or stories that hear here. They need to write up and let clients know what happened
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Probably still figuring out if they can salvage the ransomed data...
 
I hope they had backups running correctly because if not it is alot of data to loose and clients that had information sitting with them. This could turn out very interesting.
 
labratza said:
just wish we could get answers but it is all hush hush or stories that hear here. They need to write up and let clients know what happened
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I emailed one of the managers this morning (Sean van Rhyn) and strongly suggested that RSAWEB management make a formal statement with realistic ETA's for restored services. Their communication blackout just makes them look worse. 'Progress reports' so far have been vague at best, misleading at worst. If they don't make a concerted effort to reassure their client very soon this will be the end of RSAWEB.
 
‪Lost all credibility in handling this disaster and secret around the cause. Fire the IT and PR team, or is this management’s way of dealing with the disaster.‬
 
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