How do you handle abuse complaints?

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How does your Abuse system work?

We use an automated abuse response system based on AbuseIO. Our abuse system will parse incoming abuse reports, look up details of the user of that IP address/website and create a ticket that needs to be resolved in a timely manner.

When an abuse report is received, the IP owner will get a message stating this with a URL which leads to our abuse system (view screenshot below). 

handle-abuse 01

This system will present the information (evidence) of the abuse and will allow our customers to respond to the reporter. (View the screenshot below to see the response fields).

abuseio reply

What happens when you do not respond within 24 hours?

Effective immediately we will enforce replies to abuse reports. Failure to do so within the specified timeframe will lead to automatic suspension of your server(s). While we have done everything to ensure our emails are delivered we would advise you to add [email protected] to your address book and/or whitelist to ensure these messages are not regarded as spam.

How is my reputation being protected?

In order to protect your rights and reputation, we have also composed an Acceptable usage policy where you can find our rules and guidelines regarding the use of our Network. Click here to read our Acceptable usage policy.

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