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ABUSE issue handing

ABUSE issue handing

What is abuse, and how do we handle it:

SPAM (Spamvertising) — unwanted email sending, mass mailing, marketing emails that are sent using SPAM methods (Spamvertising).

Malware — websites that are infected on purpose or not, with harmful programming code. Also, distribution of trojans, viruses, or other malware software.

Attack — outgoing attacks from client’s server (DDoS, DoS, Flood, Brute-force, etc.).

Phishing — websites that imitate other websites for scamming or stealing information/ money from other people (PayPal, Banks, Pharma, etc.).

DMCA — copyrighted content distribution (movies, music, brands, etc.).

GENERIC – all other activities that are not mentioned above.

USAGE — exceeding LVE limits (CPU, RAM, IOPS, IO, EP, NPROC)

 

We have a very strict policy when dealing with these kinds of issues. Our procedure is very straightforward:

SPAM, ATTACK, DDoS, MALWARE, PHISHING abuse handling:

We submit an abuse ticket to the client.
The client’s VPS is suspended.
If we receive a reasonable explanation and the problem is resolved, we will remove the suspension and continue our business relationship.
If we do not receive any response within 3 days, or our customer refuses to remove the harmful activity, we will be forced to close our business relationship with that customer.

DMCA abuse handling:

We submit an abuse ticket to the client.
The client’s VPS is suspended.
If we receive a reasonable explanation and DMCA content is removed from the server, we will remove the suspension and continue our business relationship.
If we do not receive any response within 7 days, or our customer refuses to remove the DMCA content, we will be forced to close our business relationship with that customer.

GENERIC abuse handling:

We submit an abuse ticket to the client.
The client’s VPS is suspended.
If we receive a reasonable explanation and the problem is resolved, we will remove the suspension and continue our business relationship.
If we do not receive any response within 4 days, or our customer refuses to remove the abused issue, we will be forced to close our business relationship with that customer.

USAGE abuse handling:

We submit an abuse ticket to the client.
The client’s server is suspended.
If we receive a reasonable explanation and the server limits are not exceeded anymore, we will remove the suspension and continue our business relationship.
If we do not receive any response within 3 days, or our customer refuses to take any actions to solve the abused issue, we will be forced to close our business relationship with that customer.

In some abuse cases, we can keep the client’s server active for a longer or shorter period of time. Clients always have to solve all abuse issues as soon as possible.

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