We forward abuse reports concerning your accounts to you. Acting quickly protects your other clients.
WHAT YOU WILL RECEIVE
Details of the account, the nature of the complaint, and evidence. Typically spam sending, phishing content, malware or a copyright complaint.
WHAT TO DO IMMEDIATELY
- Verify it. Log in to the account and look.
- For phishing or malware, disable the content straight away. It is harming third parties while it is live, and delay risks the whole server's reputation.
- Contact the client with the specifics.
- If the account is compromised rather than deliberately misused, which is the usual case, change all passwords, scan, clean and update the software.
- Reply to our ticket describing what you found and what you did.
TIMESCALES
Phishing and malware are urgent, measured in hours not days. Copyright complaints usually allow a stated response window.
IF THE CLIENT WILL NOT COOPERATE
Suspend the account. Your obligation to us and to your other clients outweighs one uncooperative customer, and if the content stays live your whole reseller account is at risk.
Keep a record of what you did and when.
