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Major Incident: What happened?

UPDATE: As of September 10, the situation has improved and we're happy to report that we have successfully recovered all available courtesy backups, with most remaining impacted accounts already restored. Consult our post-incident guide or contact support if you continue to experience issues.
It’s been a tough weekend here at WHC and by this, I include our clients. I want to start by thanking all the team for coming together and working through the problem constructively and with tremendous heart and energy. Here’s the situation. Based on our investigation to date, the morning of August 28 at approximately 6AM, an individual with a third-party service provider used their privileged account access to connect to one of our datacenter’s management portals and without authorization, initiated server reimaging on some of our backup servers, then on some of our production servers. Within only hours our incident response team had identified the issue and disabled access to the source account, preventing any further damage. The environment was secured, the individual fully locked out, and our disaster recovery plan immediately kicked into action but damage was already done. The tally of the incident, however, was and still is important: a few major systems, including some production servers and some backup servers were damaged, with a large number of web hosting and reseller hosting accounts affected, resulting in possible permanent data loss. After nearly 2 days of tedious work and a combination of external datacenter backup restores and system-level storage rebuilding, our team was able to successfully recover (or is in the process of recovering) over 50% of those lost accounts. We can confirm that Cloud, Dedicated, Weebly and Managed WordPress accounts were largely unaffected. Unfortunately, at the moment, I can tell you that several production servers and their respective backup servers are still in an unrecoverable state and the data recovery experts assisting us believe that the recovery potential is very low. As such, the focus for these accounts has shifted from data recovery to starting fresh on new, clean accounts. In parallel we will continue to attempt to recover any data we can. For clients impacted by this incident and for which we are unable to recover backups:
  • If you have an adequate local backup: contact our support team and we will get you up and running on a new account ASAP
  • If you do not have a local backup: You will need to start over from a bare, empty account. To this end, we have activated new, free hosting accounts for each impacted domain, called LifeBoat. They are available in your Client Area now and are intended to serve as a quick, free and immediate way for you to start over. These LifeBoat accounts will remain free of charge until at least January 1, 2022.
On behalf of WHC, I would like to extend our sincere apologies to those affected by this unfortunate situation. With the cooperation of those particular clients affected by the incident, we believe that we can greatly minimise the consequences stemming from this involuntary incident. We remain committed as ever to providing you with quality and affordable hosting solutions. We understand and regret the impact that this incident may have on your business and operations. We are also grateful and moved by the outpouring of support we have received as we continue working to tackle this issue. Sincerely, Emil Falcon CEO at Web Hosting Canada
You can follow LIVE updates on the situation here.

Domain Promos & Upcoming Price Changes (August 2021)

Days are getting shorter. The madness of school supply shopping is in full effect, and parents across Canada will soon watch their kiddos return to school as their daily lives return (somewhat) to normal. It’s with the same kind of enthusiasm that we’re announcing some domain promos for Fall, starting this August! So, yay!

Let's go over the latest discounts and price changes affecting popular domain extensions...

Domain promos starting August 2021

Need another domain extension for your current website, or have a new project or business idea in mind? These domain extensions may be the perfect fit for you to increase your online presence. The following promotions apply to the first year of new domain name purchases.

Domain Extension Regular 1st Year Price Promo Price
.XYZ $19.99 $1.99
.PRO $33.75 $6.99
.BLOG $44.99 $9.99
.SHOP $54.99 $11.99
.ME $28.29 $11.99
.SITE $44.99 $11.99
.CO $39.99 $14.99
.WEDDING $55.99 $19.99
*Prices shown in Canadian dollars

Price Changes

The registry (named Verisign) for the .com domain extension will be increasing its prices effective September 1, 2021. Note: That same registry (owner of the .com TLD) has the right to increase prices by 7% in upcoming years so we highly recommend renewing for 10 years on domains you want to hold onto for the long term!

Domain Extension Old Register Old Renewal New Register New Renewal
.COM $11.99 $16.99 $11.99 $17.99
*Prices shown in Canadian dollars

Bulk Domain Pricing

Do you manage more than 25 domains in your portfolio? Reach out to one of our Account Managers and we’ll provide a pricing proposal customized for your needs as well as personalized domain concierge service.

Happy Domaining!

The life cycle of a domain name

It’s a common misconception that once a domain name has been purchased, it’s owned by the buyer. This is not the case! When a domain is purchased, it’s available for use for a set period of time (between 1 and 10 years), it can be renewed indefinitely but is never truly owned. 

The domain life cycle is the process that details each stage of a domain lease, including: available, active, expired, redemption (or the ‘grace’ period), and pending deletion. Below is our guide to how this all works!

The Domain Lifecycle
Note: This life cycle applies to .ca and .com, and other gTLDs managed by ICANN.

Available domain names

When a domain is available for purchase, that is, it’s not currently registered by any entity, it’s considered available. To secure an available domain, make sure you register the name as soon as you decide it’s a domain that you want. Be quick because until it’s registered, anyone else can claim it!

The ‘Active’ period

Once a domain has been registered, it becomes Active, you can now use it as your web address, and you're free to modify its settings and contact information. 

Your domain is registered

A domain name can be registered for an agreed-upon duration, ranging from 1 to 10 years. After the initial registration, the domain is all yours until it’s time to renew. During that time, you may list and sell the domain, or transfer between registrars, if you wish.

The most important thing to remember during this time period is to renew your domain before it expires. That is, if you plan to keep it for the long term. 

Your domain is about to expire

We recommend you renew your domain well before the expiry date, as once the domain expires, your website will no longer be visible, and any email addresses connected to your domain will stop functioning. 

At WHC, we will communicate with you, well in advance of when your domain is due to expire. So make sure the contact details for your domain are always accurate and up to date, otherwise, you could miss this communication. 

For this reason, we strongly recommend that you set up an auto-renew of your domain, in case its renewal date falls off your radar. Especially if it’s a domain that you want to keep active, and hold on to for the long term!

The ‘Expiration’ period

If you forget to renew your domain before it expires, the domain name will be deleted, and any related services will stop functioning. Your webpage will be replaced with a ‘parked’ page, indicating that the domain has expired. Furthermore, an expired domain can not be transferred to another registrar, unless it is renewed. 

The good news is that renewing your domain will return it (and your email) to normal! Note that you only typically have up to 40 days to do this, before your domain enters the redemption period.

If you decide not to renew your domain, it will simply become available for anyone to purchase at the end of the ‘pending deletion’ period.

The ‘Redemption’ period

When the domain has expired (at the end of the expiration period), it enters the redemption period. This usually lasts for 30 days (for most top-level domains, like .ca and .com). In this period, your website, email or domain-based services will not function, and the information about your domain is scheduled to be deleted. 

Note: If your domain is in the redemption phase and you’d like to restore it, it is still possible! At this stage, there will be a redemption fee that needs to be paid on top of the normal renewal rate. Contact the company you registered the domain with and they will guide you through the restoration process.

The ‘Pending Delete’ period

If your domain is still not renewed by the end of the redemption period, it will enter the pending delete phase. By now it’s not possible to redeem or change the domain in any way. This period only lasts for 5 days, after which the domain will be deleted and is then released back to the public for registration. Note that for .CA domains, domains are released on the Wednesday following the end of the redemption period.

When the domain is made available for registration again, it can often be challenging to re-obtain. It could end up on a backorder list to be auctioned off, or in some cases purchased by a third party requiring a substantial buyback payment. 

Wrapping up

We hope this article has given you some insight into the overall domain lifecycle process. 

The main takeaway is to always remember to renew early! It will save you money, and will significantly reduce the risk of losing your domain name.

Care for more domain-savvy articles?

How buying a domain affects your privacy

Securing your domain name is an exciting and important first step for any new online project. However, with this purchase come important decisions that can critically affect your security, privacy and success. 

FACT: When choosing your perfect domain name, your choice of .com or .ca, for example, might end up affecting some personal privacy settings. 

How? We’ll explain everything you need to know about domain privacy and how buying a domain name can affect yours. But first, a little bit of context. 

What happens after you buy a domain name, exactly?

When you register a domain name, it is required that you, the owner or registrant, submit valid contact information, just like you would when you create any account online. This process is heavily regulated by international domain rules and overseen by ICANN. All that information is then stored in a public database called WHOIS. 

What is WHOIS?

WHOIS serves as a public directory regulated by ICANN (International Corporation for Assigned Names and Numbers) which stores all the information collected when someone registers a domain name. WHOIS is as old as the internet; it was standardized in 1982.

Did you know? Falsifying your personal information can result in you losing your domain. Make sure the information you provide is valid and accurate when registering a domain name. It’s the law! 

Depending on the TLD you chose, this information may become immediately available to the public and shared online (for everyone to access in a few clicks) through the WHOIS database.

Here is the list of information made public:

  • your name
  • your email
  • your address
  • your phone number
  • domain creation and expiry dates
“Wait, what? A public database with all my personal info? But this has ‘privacy nightmare’ written all over it.” As scary as that sounds, this is an overall good thing. It helps keep things on the internet relatively civilized by ensuring each domain has a registered owner (person or organization) who can be held accountable. 

So, YES to a safer internet… we’re all for it! However, it entails a definite security and privacy risk for you. 

This is where domain privacy comes in handy. 

What is Domain Privacy?

It’s a service that shields your name, email, phone number, and complete address from bad actors or any data-scraping tools and replaces it with the registrar’s details instead. This way, your own personal information will not be displayed to the public at all. To be clear, you retain full ownership and control over your domain, however, the contact details listed are coming from the company you purchased the domain from and not your own. 

Here’s how this information is laid out with and without domain privacy:

Without domain privacy With domain privacy
Sarah Smith
6789 Grant Street #301
Montreal, Quebec
H2R 2Y3
Canada
1-888-545-3942
[email protected]
Domain Admin
Privacy Protect, LLC
10 Corporate Drive
Burlington, MA
01803
US
+1.8022274003
[email protected]

Domain privacy protection helps to lock away sensitive data and gives you better control over your information. It may or may not be included depending on which TLD you purchase. 

To put it simply, with the protection of domain privacy, no one would know which individual owns the domain in question, but only which registrar the domain was registered with.

Choosing .CA can protect your privacy… for FREE 

If you are a Canadian individual, the contact information you provide when you register your .ca domain will not be published on the .CA WHOIS database. Yep, it’s one of the many perks that come with being Canadian. This means you won't have to worry about others exploiting your WHOIS contact information to spam you (as with some other TLDs) or paying extra for privacy protection.

Just one of the many reasons to choose a .CA domain! That being said, non-individual registrants, such as corporations or organizations will have their contact information displayed by default and those cannot be hidden. That’s to protect us, the consumers. However, an organization or company that wishes to keep its details private could have its domain(s) registered by a third party person, for instance.

How about other TLDs like .com? 

If you choose to go with .com over .ca, that’s cool too! 

You can usually buy an optional privacy protection service. Domain Privacy Protection generally costs a few dollars per year; a small price to pay to avoid potentially falling victim to fraud, spam, or identity theft. At WHC our Domain Privacy Protection is an add-on for domain purchases. We like giving people a choice! 

You can purchase this feature at any time, and it renews at the same time as your domain renewal date every year. The best time to purchase this service is directly at checkout when securing your domain. But, if you JUST learned about privacy protection now, just know, you can always add it after purchase. 

As a side note, you should know that not all TLDs are created equal. Some domain extensions simply cannot activate privacy protection, like .PRO and .US (which is done to protect consumers). And, in some cases like country-specific TLDs, domain privacy protection is actually included with the purchase of domains, like .AT, .DE, .BE, and .CH, to name a few.

Who needs domain privacy?

You’ll always be the better judge here. But take it from us, domain privacy is important and should be taken into account, by anyone in the process of purchasing a domain. 

Did you know? Even though the vast majority (92%) of Canadians are concerned about their personal privacy, only 50% of people will actually purchase domain privacy protection (when it’s not included) at checkout. 

We now understand how the WHOIS database is a gold mine for hackers, spammers and identity thieves. Here are just a few of the most common threats you may face if you choose not to protect your private data:

  • Unwanted emails/calls from real or fake companies (spam or scams) 
  • Potential use of personal information for fraudulent purposes (identity theft or hacks)
  • Disgruntled customers (or competitors) knowing where you live (threats)
  • Overpriced renewals notice from a third-party provider (spam)

These reasons alone are enough. Protecting your privacy is more important than ever. That’s why we strongly recommend making sure your privacy is protected when purchasing domains. It’s far better to know and be aware of the facts, than to regret one time too late. And at the very least, everyone should be able to make an informed decision.

And that’s about it!

Owning your own personal space on the internet is exciting and full of possibilities!

Yet, there are several key considerations when purchasing a domain. Making sure your privacy is protected should be one of your top priorities; it can save you future headaches.

Just one of the million things to think about as you start your next big idea or project, eh

We hope this article helped you get a better understanding of how buying a domain affects your privacy. Still have questions or want to add this feature? Call or chat with us. We’re always happy to help.

Other useful articles when starting online: 

Kiara Taylor

WHC’s Blog

Articles by Kiara Taylor

Kiara Taylor has worked as a financial analyst for more than a decade. Her career has involved a number of financial firms, including Fifth Third Bank, JPMorgan, and Citibank. She has filled a number of roles, including equity research analyst, emerging markets strategist, and risk management specialist.
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