Ransomware: Extortionist hackers borrow customer-service tactics

By Jim Finkle TEWKSBURY, Mass (Reuters) - When hackers set out to extort the town of Tewksbury, Massachusetts with "ransomware," they followed up with an FAQ explaining the attack and easy instructions for online payment. After balking for several days, Tewksbury officials decided that paying the modest ransom of about $600 was better than struggling to unlock its own systems, said police chief Timothy Sheehan. Some players in the booming underworld employ graphic artists, call centers and techn