Q01What is an Abuse Report?
If a third party believes that any illegal, malicious or fraudulent activity is taking place on a server within our network, they are able to raise an Abuse Report through our MyServers control panel, against the offending IP address(es). This will then create an Abuse Ticket on the client account linked to this IP address. Our abuse report ticketing system is designed to allow our clients to directly liaise with any complainants regarding any illegal/malicious/fraudulent activity that is being hosted on one of their devices. The abuse system in anonymous between the client and the complainant; so both the complainant’s details and our client’s details (company name, etc) are hidden from each other.
If an abuse report is ever raised against one or more of your devices/IP addresses, the first thing to remember is not to panic. If an abuse ticket is raised against one or more of your devices, our system will not suspend your server automatically; as we know that it is not fair on any other customers you may have hosted on this device, when only one of them is acting irresponsibly. We will provide you with an appropriate timeframe to respond to the report and resolve the issue before our abuse department steps in. Please note that the ‘appropriate timeframe’ is based on the seriousness of the reported abuse.
One thing that is key to remember throughout the abuse report process is that it is your responsibility to respond to abuse tickets and ensure that they get resolved in a timely fashion. This also means replying to the ticket once you’ve removed the offending client/material and selecting the correct option in the response section. Failure to do this places your service at risk of suspension, even if you’ve already dealt with the matter.
If multiple Abuse Reports are raised against one or more of your devices, please note that you must reply to every abuse report with appropriate updates; even if multiple abuse reports are raised against the same address(es), regarding the same issue.
If you do not reply to an abuse ticket within a reasonable time frame, or if you do not remove all the offending content within a reasonable time frame, the abuse ticket will automatically get escalated to our abuse department, who will then take steps to ensure it gets resolved. As a managed infrastructure provider, we will only step in if the issue cannot be resolved directly between the client & complainant.
Please note that the abuse system is setup to allow client’s to communicate with the complainant only; please do not use the abuse tickets to communicate with members of our teams. Please raise a separate support ticket if you have any questions or need any help from us.
If an abuse report is raised against your account, you will be notified by an email from MyServers. The next time you log into your MyServers account you will also see an “Active Abuse Ticket” section with details of any active abuse tickets. Below is an example of an abuse report ticket, which would appear on the My Account page of MyServers.
You can click on the abuse Ticket Reference to open up the ticket and view the full details of the report.
If you have any further questions about our Abuse Report ticketing system, please look through our FAQ section or feel free to raise a support ticket (this must be a ticket separate to the abuse ticket), and we will be happy to help.