When a client causes a problem.
WHAT ARRIVES
A notice from us about spam, malware, phishing or resource abuse on one of your accounts.
YOUR POSITION
You are responsible for the accounts on your allocation. The complaint comes to you.
WHAT TO DO IMMEDIATELY
Investigate. Establish what is actually happening.
Contain it if it is causing ongoing harm: a phishing page or spam sending.
Tell the client. Fix it. Respond to us describing what you found and did.
FOR PHISHING
Act immediately. Real people lose money while it is live.
Remove the content first and investigate afterwards.
FOR A COMPROMISE
Usually the cause. The client's site was hacked and is being used.
Clean it properly and close the entry point.
FOR DELIBERATE ABUSE
If a client is knowingly sending spam or hosting prohibited content, terminate them.
Your terms should permit that. This is why acceptable use clauses matter.
WHAT NOT TO DO
Ignore it. Unaddressed abuse affects your whole allocation and eventually your account.
WHAT TO TELL THE CLIENT
Plainly, what happened and what is required.
