Service interruptions – a word from our CEO

Today, HelpOnClick clients experienced service interruptions for long periods of the day. This is one of those rare cases I’ve come across during my 8 years of managing HelpOnClick and I’d like to be transparent and shared our experience with you.

So here’s what happened: for the last few of days, we’ve been under a massive DDoS attack on our servers, after trying to blackmail me to pay in order to stop the attack.
Although nothing was breached or hacked, this attack was (and still is) extremely brutal and caused our main website and parts of our service to go down on and off.

The attack was so brutal that we had to use a DDoS protected proxy to restore our services. This was last week and it worked fine until today when we found we didn’t have everything DDoS protected so we had to protect it. That took time to setup, prepare and adjust and of course some other things were affected so we had to fix those.
Now I’m happy to say that everything is up and running.

We are doing everything we can to be protected from such attacks in the future.
I apologize for the inconvenience and thank you for your patience.

For questions, insights or anything else, please contact our support by chat, email or phone.
I will be happy to hear from you in person, here are my personal contacts:

Neran Ashkenazi
Twitter: @neraner

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