Responding to problems on your network.
WHAT ABUSE LOOKS LIKE
Outbound mail floods Phishing pages hosted on customer accounts Malware distribution Attacks launched from your addresses Copyright and content complaints
WHAT CAUSES MOST OF IT
Compromised accounts, not malicious customers.
WHAT COMPROMISES THEM
Out-of-date applications Weak or reused credentials Vulnerable plugins and themes
WHAT TO DETECT
Unusual outbound mail volume Processes that should not exist Files modified unexpectedly Known malicious file signatures
WHAT TO AUTOMATE
Suspension above defined thresholds.
WHY
Damage occurs in minutes, and manual response is too slow.
WHAT TO DO ON DETECTION
Contain: suspend the account or the specific function
Preserve evidence Notify the customer, with specifics Assist with cleaning, or require it
WHAT TO PROVIDE THE CUSTOMER
What was found, where, and what they must do.
WHY SPECIFICS
Vague notices produce arguments rather than fixes.
WHAT TO PUBLISH
An abuse contact, monitored.
WHY
Complaints otherwise escalate to your upstream provider.
WHAT TO RECORD
Every incident, its cause, and its resolution.
