Abuse Email Address Procedure
1. Reporting abuse procedure
Please submit all complaints regarding the abuse of our services to us. Examples of abuse include any illegal activity, spam or other email abuse, malware, phishing, port scanning and attempted hacking. We review all complaints and will take appropriate action. In order to efficiently process your complaint, please send it to us by email to firstname.lastname@example.org and provide us with:
- As much information as possible;
- Any specific information that we request below based on the type of abuse;
- Your contact name and email address; and
- Phone number.
Please note that your complaint will not be investigated unless you submit this information to us.
2. Email and spam abuse
Please forward us the entire email message so that we can retrieve the full email header and its content. The header helps us to trace the mail source server. It provides the information we need to prove (or disprove) the source of the alleged “spam”. Every email message you send and receive is prefixed with a block of text known as the “header”. This contains information about who is sending the message, the recipient of the message, the servers that handle the message in between the sender and receiver, and other high-tech detail. Most email clients will hide this information from you. This is why we have asked you to forward us the entire message.
Malware (malicious software) is a general term that refers to a variety of forms of hostile, intrusive, or annoying software. Malware includes computer viruses, worms, trojan horses, spyware, adware, most rootkits, and other malicious programs. If you would like to report an email virus that has not been detected by our virus monitoring systems, please send us:
- the entire message so that we can retrieve the full email header and its content;
- the email attachment that was sent to you (if any). The attachment may need to be compressed or placed in an archived file (.zip) for us to receive it. If you cannot attach the virus, then please send the email and header only.
Important note: Do NOT open the attachment or click on any links in the email message as you could infect your system with the virus.
Please note: We host our systems in a secure server environment that uses a firewall and other advanced security measures to prevent interference or access from outside intruders. We also have monitoring systems in place that detect malware that could infect your email and computer. However, we cannot guarantee that no malware will enter our systems. Whilst our system may detect malware, we do not remove the malware from your computer or local area network if you have been infected. You should be aware of the risks associated with using email and the Internet and should take steps to protect your computer. These include:
- Installing and activating appropriate security software on your computer. This should include anti-virus, anti-spyware and anti-spam software.
- Running regular scans of your computer for malware.
- Updating your security software to ensure you are always running the current version.
4. Internet abuse
If you become aware of any domain or website that we host that you feel violates our Terms of Service or Acceptable Use Policy, then please inform us as soon as possible. Any of the following scenario should be brought to our attention for investigation: suspected
- Trade Mark Infringement;
- Copyright Infringement;
- Defamatory content;
- Illegal content.
Should you wish to contact us in relation to a domain name dispute, please note that domain name disputes are resolved according to different policies and procedures. It depends on the top level domain under which the specific domain name is registered. For example, the nominet Dispute Resolution Service Policy and Procedure apply to .uk domain names.
We are unable to disclose any personal customer information without a court order and the involvement of the proper authorities.
5. Port scanning, attempted hacking and firewall activity
If you detect misuse on your own servers originating from our IP Address, then please send us the following information:
- Your URL;
- Your web server log showing the IP Address, Time, Date and Time zone of the IP Address logging into your server and
- Any details of the misuse that has taken place
- The time and date that you noticed the infringement.