Vivio Technologies

In response to this complaint, I have performed a review of our communications with this particular client back as far as September 2016 (nine months prior to the current date) and have found the following:1) The client never once contacted us regarding “security issues”.Our support ticket system...

has tracked many incidents regarding various issues that we addressed such as Windows updates, disk space warnings (due to many large log files) , etc. During those events our support team sent numerous communications to the client regarding the issues and how each one was addressed, but the client never responded to any of those messages from our team. We simply took care of it and kept his site and server online.2) The client received numerous notifications regarding non-payment over the past 2 months, to which he never responded.Here are our records of those communications from our billing department:4/1 - Invoice [redacted] sent out.4/16 - Late notice sent4/22 - Late notice sent4/28 - Late notice sent5/1 - Invoice [redacted] sent out, including a late fee for april5/4 - Late notice sent5/9 - Late notice sent5/15 - Late notice sent5/16 - Late notice sent3) The client did not communicate their wish to cancel services until 5/18 during a phone call initiated by our billing department.Due to extremely late payment, our Billing department reached out to the client by phone to ask if they needed more time or could make arrangement for payment, and the client became confrontational and extremely unprofessional in his language and conduct.We have no evidence that the client requested cancellation of services prior to 5/18. According to our MSA, Termination of an account requires written notification:https://viviotech.net/msa.html#/#general-termination Despite this requirement, our billing department was generous enough to follow up with the client in writing after the phone call to state that the service had indeed been cancelled as the client requested over the phone. Again, no written response from the client at that time, however, when pressed for payment for his previous months of service, we did receive the following response from him (thus proving that he was receiving our email communications):=========================From: [redacted][email protected]         Received on Jun/02/2017 7:08:36AMWe cancelled your service 3 months ago check your emailSent from my iPhone=========================We responded requesting that the client re-send the cancellation request that he indicated he previously sent, and that we would pro-rate any past-due balance if he did indeed request a cancellation earlier than 5/18. Perhaps we just never got the email, or he may have sent it to the wrong address or something. We received no response to that request.4) The client was still utilizing our services up until right before cancellation on 5/18.This fact can be verified by third-party resources, like this one:http://viewdns.info/iphistory/?domain=rxzone.usThe above URL confirms that the DNS record for the client’s domain was still pointed to our servers on 5/16, just two days before the client cancelled their account during their conversation with billing.The above are the facts. The following is my opinion:1) Had the client communicated to us regarding the security issues he was facing, we would have been happy to help him address those issues.Looking at this clients services, he was using Wordpress on a VPS Account. Managed Support on a VPS includes “best-effort” support for 3rd party software (software that we don’t install for you) like Wordpress. We do not monitor all clients for any third party software they might install, but we WILL help them if they ask! Wordpress is hugely popular (powering over 23% of sites on the Internet at last count), and thus it gets attacked a lot. If the client did not keep up with security patches for the software he installed, then it makes sense that he would get attacked. Vivio does offer security software and services that help deal with those sorts of issues, but the client never requested anything like that for his account.There are many ways that we could have helped this client had we known that he needed help. This is a sad situation that could have been avoided with a little more communication on his part. Really, all he had to do was ask.2) Even now, if the client can provide proof that they sent us a cancellation at any point earlier than 5/18, we would be happy to issue a pro-rated final invoice.3) I’m honestly not sure how to handle the libel and defamation that this client is currently spreading around the Internet. He’s published several negative reviews of us on hosting review sites that are blatantly false. I would consider it free speech if it were true or just his opinion, but his statements are simply not true. I’m not sure what we will do there.It is my hope that we can resolve these issues peaceably and with civility.Thank you for your time.Kind regards,Jordan M[redacted]Chief Executive OfficerVivio Technologies