When a client causes problems.
WHAT MIGHT ARISE
Spam sent from their account A compromised site distributing malware Phishing content Copyright complaints Resource abuse affecting others
WHAT TO DO FIRST
Establish the facts Determine whether it is deliberate or a compromise
THE DISTINCTION MATTERS
A compromised client is a victim. A deliberate abuser is not.
FOR A COMPROMISE
Notify them Help them address it, within your scope Suspend if it continues to cause harm
FOR DELIBERATE ABUSE
Suspend, and terminate per your terms.
WHAT YOUR TERMS MUST COVER
Prohibited use Your right to suspend Notice, or lack of it, for serious cases
WHAT TO DO ABOUT URGENT HARM
Act first, explain after.
A site distributing malware cannot wait for a conversation.
WHAT TO TELL US
Anything affecting the server or other accounts.
Promptly.
WHAT TO DOCUMENT
The complaint, your findings, and what you did.
WHY
You may need to demonstrate you acted.
