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Business Profile

Cyber Security

alphaMountain

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cyber Security.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On the morning of June 21st, I arrived to work to an alert that the company in questionAlpha Mountain Inchad flagged our company's subdomainhttps://flowto.itas "Suspicious". Alpha Mountain is a security company that uses "**-powered threat intelligence" to scan domains and ip addresses, and flag them as clean (safe from threats) or suspicious/malicious (possible/real threats detected).Though this is a very valuable service, often the ** models that companies like this use can be wrong, resulting in "false positive" reports. Having experience with companies like this before, they usually indicate on their websites a link that you can go to report a false positive, request that your URL be rescanned after you have taken action assuring that there are no threats on your domain, etc. This is the link that Alpha Mountain provides in order to contact them: ***********************************************************, after checking with our security team to ensure that our domains were indeed clear of threads, I reached out to Alpha Mountain and received no response. Reaching out several more times in the succeeding days, I not only continued to receive no response, but I didn't receive any kind of confirmation that they had received my false positive requesta practice that other security companies in the space also provide.So now we're stuck. As of the morning of July 8th, our domain has been flagged as suspicious by Alpha Mountain for 2.5 weeks straight. We have received complaints from paying customers that their browsers are indicating that our website is suspicious. Our security team isn't sure what more we could do to convey that we've cleaned and continue to clean our website domains. And we have no recourse due to the lack of response from Alpha Mountain.If we are unable to get a resolution from the business, the next step for us would be to escalate with our *****************

    Business Response

    Date: 07/25/2024

    *****,

    Thank you for reaching out.  We are not sure why your initial support request didn't come through to us.  We are looking into that.

    We have cleared your site, and it will be updated within a couple of hours.  You will receive a response from our support team shortly.  

    Thanks!

    Customer Answer

    Date: 07/26/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    I am very happy that I got a response from the business.

    Sincerely,

    ************

alphaMountain is NOT a BBB Accredited Business.

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