Complaints Policy

How to Contact the Abuse Department?

• Email: Send an email to [email protected] detailing your complaint along with any relevant information.
• Support Ticket: Submit a support ticket via your Personal account dashboard, selecting the Abuse Department for complaints. Provide comprehensive details of the issue to expedite resolution.

Types of Abuse

• Spam (outbound): Any unsolicited email sent to end users who have not opted to receive such communications. Spam is often characterized by its repetitive nature and lack of consent from the recipient.
• Spamvertising (hosted redirect and payloads): Occurs when a provider's end user engages a third party to advertise its web presence through spam emails promoting overhyped products or services. This form of abuse often involves the dissemination of misleading or deceptive advertisements to unsuspecting recipients.
• Phishing outbound (hosting and inbound for client credentials): Phishing involves fraudulent attempts to obtain sensitive information such as login credentials by impersonating legitimate entities, often through fake websites or emails. This type of abuse can lead to identity theft, financial loss, and unauthorized access to personal or corporate data. Phishing happens primarily when an end-user account has been compromised, almost always as a result of outdated scripts run by end users. A phishing site is a fraudulent site purporting to be a legitimate company, like Bank of America or PayPal, that directs the individual to enter confidential information. The phishers then have everything they need to rob the individual who has just been scammed.
• Hacked or defaced pages: Cases where accounts are compromised, leading to unauthorized access, modification, or destruction of web pages, often accompanied by injection of malicious code or bots. Hacked or defaced pages can undermine the integrity and trustworthiness of a website, damaging its reputation and causing harm to visitors. Frequently hackers will also inject malicious code or upload bots that are set to cause additional problems. Most accounts are compromised due to end users’ out-of-date CMS (Content Management System). Third parties and law enforcement agencies analyze these events and provide information about how to repair hacked sites.
• CAM - Child Abuse Material: Material depicting child sexual abuse, including images, videos, or any related content. Also known as Child Abuse Material (CAM) or Child Sexual Abuse Material (CSAM), this type of abuse is illegal and highly unethical. Hosting such material can have severe legal consequences and perpetuates exploitation and harm against children. CAM is often discussed using a number of other terms, such as “child porn” or “kiddie porn,” which should be avoided as they minimize the impact of this material both on the children involved and within society in general.They can also be called CSAM - Child Sexual Abuse Material.Used the abbreviations "CAM"(Child Abuse Material), "CEM"(Child Exploitative Material)and "CAI" (Child Abuse Images).
• DMCA - Copyright and trademark/intellectual property issues: Infringement of copyrights, trademarks, or other intellectual property rights, including unauthorized distribution or use of protected materials. This type of abuse undermines the rights of content creators and owners, leading to financial losses and reputational damage. For online U.S. copyright law, see http://www.copyright.gov/reports/studies/dmca/dmca_executive.html. Other copyright regimes apply in other jurisdictions.
• DDoS - Distributed denial of service and other outbound hostile traffic (hosted amplification, redirect, botnet C&C hosts): Coordinated attacks aimed at disrupting the normal operation of services by overwhelming them with a flood of traffic or other malicious activities. Distributed Denial of Service (DDoS) attacks and other forms of hostile traffic can render services inaccessible, causing downtime, financial losses, and reputational damage.
• Malicious signups (whack-a-mole/multi-account, multi-platform): Creation of multiple fraudulent accounts across various platforms or services, often used for nefarious purposes such as spamming or fraudulent activities. Malicious signups can lead to abuse of resources, violation of terms of service, and disruption of legitimate user activities.

How Do We Respond to the Abuse Department?

• Abuse Notification: The complaint is forwarded to the respective customer for review and action. If necessary, a template message with required email settings adjustments is sent to the customer.
• Response Timeframe: Customers are provided with a specific timeframe to react or rectify the situation based on the type of abuse.
• Customer Action: Customers are responsible for analyzing and correcting the situation, providing a response accordingly.
• Assistance: If the issue involves email configuration errors or viruses, we offer assistance to the customer in adjusting settings or conducting security checks.
• Non-Response: In the absence of a timely response from the customer, ports may be blocked until the situation is resolved, accompanied by a follow-up message to the customer.
• Education and Warning: Customers are advised to exercise caution and informed of email configuration rules to prevent future occurrences.
• Delisting Process: If necessary, delisting actions are carried out. The sender of the abuse notifications is notified of the actions taken or the outcome, if the server/service is suspended.

Remediation

Violations Leading to Termination of Cooperation

• Accounts may be blocked if there is a lack of response to serious complaints.
• Repeated or frequent violations of our terms of service are grounds for terminating cooperation.
• In cases of numerous complaints related to critical violations, cooperation may be terminated in addition to service suspension.

Conclusions