Webdock - Some issue with our webdock.cloud aliasdomain – Incident details

As expected, the issue has now been resolved.

There is a workaround to the issue you can do if you need our webdock.cloud domain to resolve on your local machine (for example if you are developing something or want/need to connect using the aliasdomain, for example due to SSL certificates) - basically what you can do is edit your local hosts file to tell your system the IP of your domain, while we wait for the domain and DNS to become operational again. The guide can be seen here:

https://webdock.io/en/docs/webdock-control-panel/ip-adresses/how-access-webdockcloud-if-dns-not-working

Unfortunately it turns out that the only team at our registrar that can reactivate us is Legal and they are based in New Zealand. This team only operates during business hours NZ time. This presumably means webdock.cloud will not become operational until sometime this evening CEST time or in about 9-12 hours worst case (as far as we can deduce). We have pressed their tech support as hard as we could, but they simply cannot do anything they say. We will be looking around for another domain registrar after this incident, as we simply cannot tolerate working with an organization which puts such an important function in a silo which is not available 24/7.

We apologize for any inconvenience caused here today - in the meantime, you can always reach your server directly on your server IP address, or by pointing your own domain to your server.

We can now confirm that a rather silly thing happened which was that due to customer abuse (phishing) placed on our webdock.cloud aliasdomain - which was reported directly to our domain registrar (by somebody) and not direct to us, resulted in a suspension of our webdock.cloud domain. The notification of which went to our main admin email (our domain registrar does not allow for abuse contact to be entered with them, which is ... suboptimal) and that email of course ended up in a spam folder on our side, so we had no chance to react to it.

We have cleared up the situation with them, but we are waiting on them to process the reactivation.

We deal with abuse all the time and this has never happened before, so it is fortunately rare that abuse complaints go this circuitous (and wrong) route - but we have already made some changes which should ensure that our support/abuse team gets notified by our registrar if this ever happens again and have a chance to react in a timely manner.

In the meantime all we can do now is wait for our registrar to reactivate the domain, hopefully soon.