What is the Abuse Department?
Our Abuse Department is part of our 24x7 NOC (Network Operations Centre). We deal with any improper use of our hosting network.
We proactively monitor our network for potential abuse. All our servers have security software to monitor and protect our clients.
We deal with reports from RBL (realtime blocking lists) systems, for example SORBS, TrendMicro, and Spamhaus, in order to maintain the best reputation of our server IP addresses.
We react to reports from third parties, including other ISPs, government agencies, law enforcement and other concerned parties. The general public are free to submit reports of abuse and we will investigate them.
What are examples of Abuse?
- Network Attack
- DDoS (distributed denial of service)
- Spam and Phishing
- Site Compromise & Malware
- Intrusion and Flooding
- Copyright, Trademark and Intellectual Property infringement
- Police & Crime Reports
- Other Infringements
- Compliance Reports (AUP violation, banned software)
What are the most common issues
- Website software being hacked/compromised because it is not kept up-to-date
- Contact/enquiry forms mis-used by spammers when there is no anti-bot or anti-spam plugin
- Brute force attacks targeting a login form when there is no security plugin
What happens when we receive a report of Abuse?
We immediately assess the seriousness and veracity of every report. We take appropriate action. We prioritise Abuse reports that are time sensitive, which involve criminality, child welfare or where a person may be in harm. We want all Abuse reports to be dealt with expeditiously and therefore we may share information with relevant partners, suppliers, other ISPs and law enforcement. We may remove online content or block access to it.
Some examples:
- If a website contact form is being mis-used by a spammer, we will block the spammer's IP and report the issue to the account owner
- If a contact form is being mis-used by many IPs, we will block access to the contact form and report the issue to the account owner
- If an email account is being mis-used to send spam, we will restrict the email account and report the issue to the account owner
- If a website has been infected with malware, we will block access to the website and report the issue to the account holder
What should a website owner do with an Abuse report?
If our Abuse department report an issue to you, we will be there to provide guidance & technical assistance. We will tailor any guidance to you. We will do our best to speak in plain English and avoid technical jargon whenever possible. We will often ask you to share the name & email address of your web developer or IT person, so we can share the Abuse report with them and work together to resolve any issues.
How quickly do we expect a response?
We really appreciate when you deal promptly with any issue we report to you, but especially when it's an Abuse report. If you have a web developer or IT person, they will usually appreciate that Abuse reports need to be prioritised, for the good of your own website, other clients on the same server, and for the general Internet!
Updated by SP on 13/01/2023
