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Jun 6th, 2013
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  1. Dear Client
  3. At the end of last week, Hetzner technicians discovered a "backdoor" in one
  4. of our internal monitoring systems (Nagios).
  6. An investigation was launched immediately and showed that the administration
  7. interface for dedicated root servers (Robot) had also been affected. Current
  8. findings would suggest that fragments of our client database had been copied
  9. externally.
  11. As a result, we currently have to consider the client data stored in our Robot
  12. as compromised.
  14. To our knowledge, the malicious program that we have discovered is as yet
  15. unknown and has never appeared before.
  17. The malicious code used in the "backdoor" exclusively infects the RAM. First
  18. analysis suggests that the malicious code directly infiltrates running Apache
  19. and sshd processes. Here, the infection neither modifies the binaries of the
  20. service which has been compromised, nor does it restart the service which has
  21. been affected.
  23. The standard techniques used for analysis such as the examination of checksum
  24. or tools such as "rkhunter" are therefore not able to track down the malicious
  25. code.
  27. We have commissioned an external security company with a detailed analysis of
  28. the incident to support our in-house administrators. At this stage, analysis
  29. of the incident has not yet been completed.
  31. The access passwords for your Robot client account are stored in our database
  32. as Hash (SHA256) with salt. As a precaution, we recommend that you change your
  33. client passwords in the Robot.
  35. With credit cards, only the last three digits of the card number, the card type
  36. and the expiry date are saved in our systems. All other card data is saved
  37. solely by our payment service provider and referenced via a pseudo card number.
  38. Therefore, as far as we are aware, credit card data has not been compromised.
  40. Hetzner technicians are permanently working on localising and preventing possible
  41. security vulnerabilities as well as ensuring that our systems and infrastructure
  42. are kept as safe as possible. Data security is a very high priority for us. To
  43. expedite clarification further, we have reported this incident to the data
  44. security authority concerned.
  46. Furthermore, we are in contact with the Federal Criminal Police Office (BKA) in
  47. regard to this incident.
  49. Naturally, we shall inform you of new developments immediately.
  51. We very much regret this incident and thank you for your understanding and
  52. trust in us.
  54. A special FAQs page has been set up at
  55. to assist you with further
  56. enquiries.
  58. Kind regards
  60. Martin Hetzner
  62. Hetzner Online AG
  63. Stuttgarter Str. 1
  64. 91710 Gunzenhausen / Germany
  65. Tel: +49 (9831) 61006-1
  66. Fax: +49 (9831) 61006-2
  71. Register Court: Registergericht Ansbach, HRB 3204
  72. Management Board: Dipl. Ing. (FH) Martin Hetzner
  73. Chairwoman of the Supervisory Board: Diana Rothhan
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