Abuse Report and Processing Procedure

1. Purpose and Scope

This page explains how to report abuse cases conducted or hosted through Hosted Cloud infrastructure or customer accounts, and how they are processed by our company. Our goal is to ensure that activities violating laws and our Acceptable Use Policy (AUP) are detected, investigated, and addressed promptly and transparently.

Abuse reports should focus only on relevant cases; for general support or billing inquiries, please use our support or contact channels.

2. Types of Abuse That Can Be Reported

You can report the following categories to [email protected]:

• Spam / Unsolicited Email: Bulk unsolicited commercial or advertising emails; forged sender information; opt-out violations
• Phishing / Identity Theft: Fake websites or emails designed to trick users into entering passwords, credit card numbers, or personal data
• Malicious Software (Malware): Hosting or distribution of viruses, trojans, ransomware, botnet C&C, or exploits
• Network Abuse: DDoS source, port scanning, brute-force, unauthorized access attempts
• Copyright Infringement: Unlicensed software, pirated content distribution (see our DMCA page for detailed process)
• Illegal Content: Content prohibited under local or international law (drug trafficking, weapons trade, fraud, etc.)
• Hate Speech / Incitement to Violence: Hate speech based on race, religion, gender, or community; incitement to violence
• Child Sexual Abuse Material (CSAM): Such content is immediately reported to law enforcement; it can also be reported via [email protected]
• Other AUP Violations: Other prohibited activities listed in our Acceptable Use Policy

3. How to Submit a Report

Abuse reports are only accepted through the following email address. Please include a brief and clear summary in the subject line (e.g., "Spam – example.com").

Abuse reports cannot be submitted via phone or live support; written records (email) are required for evidence and tracking.

4. Information Required in Reports

To ensure a quick and accurate investigation, please include the following information as completely as possible. Incomplete reports may cause delays or inability to take action.

• Abuse type: Spam, phishing, malware, DDoS, copyright infringement, etc.
• URL / Domain / IP: Page, site, or server IP address containing the violation
• Date and time: Date the incident occurred (and time with timezone if possible)
• Evidence: Email headers (for spam), screenshots, log excerpts, or direct links to the reported content
• Reporter information: Your name or organization name, valid email address (for follow-up and feedback)
• Legal representative / copyright holder: Authorized person/organization information for copyright or trademark reports

For spam reports, please include full email headers; body text alone is not sufficient.

5. Processing Workflow and Timelines

Our abuse team processes reports based on priority and severity. General workflow:

1. Acknowledgment: A ticket number or acknowledgment email is sent upon receipt (typically within 24 hours).
2. Investigation: Content and evidence are reviewed; the customer account or server owner is identified if necessary.
3. Customer communication: If an AUP violation is confirmed, the customer is notified via email and given a timeframe (typically 24–72 hours) to correct or remove the content; this period may be shortened or immediate action taken if legally required or in case of urgent risk.
4. Outcome: If no correction is made or in case of repeated violations, the service may be suspended or the account terminated. Summary feedback may be provided to the reporter (within privacy limits).

6. Reporter Privacy and Data Usage

Contact information provided in your report is used only for communication related to this case and legal proceedings if necessary. The reporter's identity is not disclosed to third parties (including the violating customer) unless legally required. Report content and outcomes are maintained under internal procedures and legal retention periods.

7. False or Malicious Reports

We reserve the right to take legal action against parties who intentionally provide false information or submit fraudulent abuse reports to harm another's account. Repeated or malicious reports may be blocked.

8. Related Documents

Other policies related to abuse reporting:

• Acceptable Use Policy (AUP)
• DMCA and Copyright Policy
• All agreements and policies