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Abuse Handling Policy

1. Purpose

This policy establishes a framework for handling abuse reports related to the use of our services. We are committed to addressing abuse swiftly, transparently, and in compliance with EU legislation, including GDPR. This policy ensures that all reports are treated fairly while protecting the rights of all parties involved.

2. Scope

This policy applies to all users, customers, and third parties engaging with our services. It governs the processes for reporting, investigating, and addressing abusive activities and ensures compliance with applicable laws.

3. Definitions

  • Abuse: Activities that violate our Terms of Service and all related policies and agreements, including but not limited to spam, phishing, malware distribution, denial-of-service attacks, copyright infringement, or other unauthorized or harmful uses of our services.
  • Abuse Report: A formal complaint or notification regarding abusive behavior.
  • Reporter: An individual or entity submitting an abuse report.
  • Respondent: The individual or entity accused of abusive behavior.

4. Reporting Abuse

4.1. How to Report Abuse

  • Reports must be submitted via our dedicated abuse reporting email (report@ishosting.com).
  • Reporters must include:
    • Detailed description of the abuse.
    • Relevant evidence, such as server logs, URLs, or any data stored or transmitted electronically that can be used to prove an abuse.
    • Reporter’s contact information for follow-up.
    • Any legal documentation or notice, if applicable.

4.2. Improper or Incomplete Reports

  • Reports missing required information may not be processed until adequate details are provided.
  • Abuse reports should not include personal data of third parties unless strictly necessary and must comply with GDPR.

4.3. Confidentiality

  • All reports will be handled confidentially. Reporter information will not be disclosed to third parties unless required by law.

5. Processing Abuse Reports

5.1. Acknowledgment of Reports

  • Upon receipt of an abuse report, we will acknowledge the submission within 24 hours.
  • The Reporter will receive a letter of confirmation of receiving an abuse report via the same way it was addressed.

5.2. Review and Investigation

  • Reports will be reviewed and assessed within 7 business days of acknowledgment. In case of non-receiving any results regarding your report, you should notify us again. 
  • If additional information is required, we will request it from the Reporter.
  • Investigations will involve:
    • Verification of evidence provided.
    • Cross-referencing with our Terms of Service and applicable laws.

5.3. Resolution Actions

  • Actions taken may include:
    • Warning the Respondent.
    • Suspension of services.
    • Termination of services in severe cases.
  • We will notify the Reporter and the Respondent of the outcome, including a summary of our findings and actions taken, where permissible by law.

5.4. Intermediary Role

  • We act strictly as an intermediary processor and do not determine whether a violation of the law has occurred.
  • Upon receiving an abuse report, we will:
    • Forward the complaint and associated evidence to the Respondent (our customer).
    • Allow the Reporter and Respondent to communicate and resolve the matter directly.
  • We will only take further action if:
    • A consensus or settlement is reached between the Reporter and the Respondent, and we are provided with confirmation.
    • We receive a formal legal order obligating us to act.

5.5. Liability Shift

  • We do not assume liability for the content or actions of our customers.
  • Final decisions regarding content deletion or other measures will only be taken with a clear legal basis (e.g., court orders, regulatory directives).
  • We are not responsible for decisions made by third parties (e.g., law enforcement or regulatory authorities).

6. Terms for Reviewing and Processing Reports

  • Abuse reports will be resolved within a maximum of 30 calendar days, barring exceptional circumstances.
  • Complex cases requiring third-party involvement may extend processing time, but updates will be provided to the Reporter.
  • For GDPR compliance, we will ensure:
    • Data minimization and secure handling of personal data.
    • Lawful processing of sensitive information in abuse investigations.

7. Prevention Measures

7.1. Proactive Monitoring

  • Implementation of automated systems to detect and prevent abusive activities, such as spam filters and DDoS mitigation tools. For more detailed information, please refer to the Security Policy.

7.2. Customer Awareness

  • Regular communication with customers about their responsibilities.
  • Resources and guidelines to help customers secure their accounts and services.

8. Legal Compliance

This policy aligns with all applicable EU laws, including:

  • General Data Protection Regulation (GDPR): Ensuring lawful processing and confidentiality of personal data.
  • e-Commerce Directive: Limiting liability for intermediaries.
  • Network and Information Systems (NIS) Directive: Adhering to security and incident reporting requirements.

9. Revisions and Updates

This policy is subject to periodic review and may be updated to reflect changes in legislation, industry practices, or company operations. Customers will be notified of significant updates.