We’ve made additional changes to our network firewalls to specifically protect against WordPress denial-of-service attacks. The result is lower server load throughout our shared hosting environment. Your WordPress website should not experience any impact in performance; In fact, whether you run WordPress or not, you should notice a solid improvement in website response and page load times.
Firewall management is as much an art as a science. Ever-changing threats and types of attacks mean we’re constantly monitoring break-in attempts throughout our network, as well as constantly researching script vulnerability trends and how to thwart those attacks. Because of this, we often institute changes without advance notification. Part of the trick in firewall management is to specifically not advertise what we’re doing to prevent the break-ins, while trying not to hamper your access to your website or any related services you have with us.
If for any reason you ever find yourself blocked by our firewall, please know we can fix it within moments. You can call or email us or open a Support ticket, and we’ll unblock you. We’ll also look into why you were blocked, and help you understand ways to prevent it from happening in the future. We understand that any type of block can be a hassle, and we thank you for your understanding as firewalls are our most important line of defense to protect your website.
Support System Spam Filters
As a customer, you can open a Support ticket at any time by emailing us for Sales, Support, or Billing. Our systems are designed to automatically identify you by your sending email address, and open a ticket on your behalf. Within reason.
We’ve run into a few issues that have caused us to implement some anti-spam measures.
Consider the scenario of a customer emailing us, then leaving for a week and turning on an auto-responder. We emailed them, and their mail program sent us back an automated reply. In some cases, the auto-reply didn’t contain the ticket number in the email subject line, so our systems treated the auto-reply as a brand new Support ticket and sent out a notification to the customer of the new ticket. To which their auto-responder again emailed us back. This turned into an endless loop.
We therefore had to put up a block for specific email subject lines in Support tickets, to prevent the “ping pong spam” from flooding our Support board. If your auto-responder contains the phrase “Out of office” or any other standard auto-reply subject, our Support system will likely ignore the email.
We’ve also added “Mail returned to Sender” and “Undeliverable” as catch phrases. Please note, if you have a legitimate Support ticket inquiry and simply forward us such a message, our systems will likely treat it like any other bounce-back and ignore it. Instead, please email us and paste the contents of the original email into your new message, including the original mail header, so we can help you. Alternatively, you can always log into Support and open a ticket directly, to ensure your ticket is received.
We apologize if these settings presents any sort of negative customer experience. If ever you have any concerns that messages to our Support team are not being delivered, please call us immediately (800.574.4299 x2 U.S. or 0800 081 1815 x2 UK) and we can assist you directly.