UploadBank was down for 3.5 days recently.
We would like to apologise for the inconvenience caused and explain what happened.
Last Thursday, we received an abuse complain from our server provider that illegal content has been uploaded to our server.
Most of the time the server provider will give us 24 hours to response.
However this time, just 12 hours after they sent us the email, they have decided to block the server and take the server offline.
2 hours later after the server is down. I have removed the reported illegal file and informed the abuse team.
On Friday, they did not respond to us. We called up the technical team and were told that the abuse team do not work on weekends, only weekdays.
There was nothing I could do but wait. Please understand that I have emailed and called them up every 8 hours trying to get an update but did not get any reply from abuse team. However the technical department has been replying me, but then there was nothing they can do from their end as unblocking of server can only be done by the abuse team.
On Monday, they unblock our server.
In previous times, the abuse team have never block our server, they would bring the server offline but we could reboot to bring it back online shortly to resolve the issue.
We were disappointed with the abuse team for the following reason:
1. Why block our server just 12 hours after abuse complain was sent?
It should be 24 hours.
2. They were slow to respond to our reply. (They could have resolve it on Friday)
3. Why the abuse team is not a 24/7 team, as having a website down is a serious issue. They should be working on the weekends.
I have provided my feedback to the server provider.
We hope this will not happen again, UploadBank has never been down for more than 24 hours. It has always been kept for a couple of hours at most.
Thank you for your understanding and we will make UploadBank better in the coming months.