They’ve halted our business
They’ve halted our business, declined to resolve the issues, and rudely proposed ending the contract. They don’t have 24/7 support. They shut down our website and just went to sleep.
Resposta da Cartum.io
We would like to clarify that this review appears to refer to the same incident described in another review concerning Horoshop, our related business.
Although Cartum and Horoshop are separate businesses with different teams serving different markets, the situation described here is the same, and we believe it is important to provide the full context.
Your website was automatically isolated by the security system after a DDoS attack was detected. This measure was taken to protect the platform's infrastructure and prevent further security risks.
Our support team provided instructions on the steps required to restore your website safely.
However, the process could not move forward because you declined to make the necessary change to disable DNSSEC at your domain registrar. This change had to be made on your side, as only the domain owner could authorise and carry it out. Our specialists could guide you through the process, but could not make this change on your behalf.
Far from declining to help, our technical team invested more than six hours in working on the issue and continued providing assistance the following morning. Your website was subsequently restored with the help of our weekend technical support specialist.
We understand how disruptive website downtime can be for a business. However, in situations involving a potential security threat, protective measures are necessary, and restoring service may depend on technical changes that the website owner needs to make.
We regret the frustration this incident caused, but we believe it is important to clarify that our team followed security procedures and made considerable efforts to help resolve the issue. The claim that support was refused does not reflect the full course of events.
