Archive for July, 2008

Scheduled Maintenance – Live chat service

Published on July 17, 2008 at 6:02 pm by iWeb Technologies in: iWeb Articles

A Scheduled maintenance will temporarily affect the live chat service on iWeb.com. Once completed, the maintenance should help avoid disconnection issues with the livechat service.

This maintenance will take place on July 18th 2008 between 3:00AM EST and 6:00AM EST (Times are GMT-5)

During this period, it is possible that the service may be temporarily unavailable.

If you have any questions or concerns, please contact us by phone or by email.
http://iweb.com/contacts

Update: The maintenance has been completed successfully. Please contact us of you have any additional problems.

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Reacting to illegal or questionable content on servers

Published on July 15, 2008 at 10:55 am by iWeb Technologies in: iWeb Articles

Last week, a report by a Canadian media organization suggested that two Web sites linked to presumed terrorist groups were hosted by iWeb. Because such a simplified version of things does not explain the technical complexity of the situation, it is very important for us to clarify any confusion that may have resulted.

Specifically, two websites that promote the activities of suspected terrorist organizations had indeed found their way onto iWeb?s infrastructure; however these sites were shut down as soon as this was confirmed.

In fact, the sites in question were located on the dedicated server of a client. Most iWeb customers are themselves Web hosting companies that sell, provide and support their own Web hosting services to their specific markets, with their own business model. This is possible because iWeb provides Web hosting infrastructure (electricity, network, dedicated servers). However, iWeb is not involved in the actual management of these servers and exerts no control over their contents. This is similar to an Internet Access Provider who provides ACCESS to the Internet, not the Internet itself. The supplier does not control what’s on the Internet, or how it is used.

During the account activation process, all our customers agree to abide by our terms and conditions, as well as Canadian laws. Unfortunately, it happens that this agreement is not respected, or is interpreted differently by end users who often are not direct iWeb customers (they are in fact the customers of our client). As soon as iWeb has confirmation of abusive or illegal use of it?s infrastructure, it is immediately brought to our client?s attention. The client is then requested to take immediate action to resolve the issue. If appropriate measures are not taken within the given delay, iWeb takes preventative measures which, in extreme cases, may include the immediate suspension of all electronic services.

iWeb strives to react quickly and to promptly address all abuse-related reports and complaints. iWeb reminds everyone that it is virtually impossible to control the flow of content that may find its way onto our clients? servers, in addition to any content from our clients? customers.

iWeb encourages every person who notices or suspects any illegal or abusive use of our network to report it as soon as possible by sending a detailed e-mail to the following address: abuse@iweb.com. Thank you in advance for your vigilance.

For a more detailed explanation, please continue reading.

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Online Transactions and Anti-Fraud Measures

Published on July 4, 2008 at 11:33 am by iWeb Technologies in: iWeb Articles

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Since the new iWeb.com was brought online in March, the volume of online transactions has increased substantially. At the same time, we have also seen a steady increase in the quantity of fraudulent transaction attempts. To ensure high levels of security and protection against these types of transactions, we have recently put several new measures in place to detect fraudulent attempts more efficiently.

Of course, our goal is to avoid causing our clients difficulties and to keep the payment process as simple as possible. These modifications will not have any major impacts on current operations, though you will notice a few differences.

First of all, the most noticeable of these new measures will be the use of the CVV number for online payments and purchases. The CVV is the additional set of three or 4 numbers typically found on the reverse side of your credit card (see illustration below), and is used to confirm that the person making the payment has physical access to the card.

Second, for our clients whose monthly payment is automatically done by pre-authorized payment on their credit card, the next payment will have to be done manually online, which will simultaneously update your credit card info including the CVV code. Detailed instructions will be sent to concerned clients shortly.

Finally, for AMEX cardholders, transactions will be delayed for a few days – payment from these cards will only be possible once an adjustment to the system is completed. We will post an update as soon as these transactions will be accepted once again.

If you are experiencing difficulties making your payment or if it is erroneously identified as a fraudulent transaction, please let us know and we will address the situation as quickly as possible. For all your questions, please contact the billing department at billing@iweb.com or by telephone at 514-286-4242, option 3 then option 2. (For toll-free numbers in your area, please visit www.iweb.com)

Update: As this seems to be a preocupation for some customers, note that we do not store the CVS/CVV number of your card. We do not even store your credit card number on our side. Only our payment processing partner stores your card number. We only send our payment processing partner a transaction ID that allows us to bill your card monthly but we never store your card number.

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