The timeframe to resolve a pending abuse case is determined by the severity and priority of the issue. While there is a standard deadline for most cases, critical issues will require a much faster response.
Standard Abuse Cases
For most standard abuse reports (such as copyright violations or spam complaints), you will have 48 hours from the time you receive the notification from our Abuse Department to resolve the issue. The specific deadline for your case will be clearly stated in the abuse notification email you receive.
High-Priority & Critical Cases
For more severe issues, such as active network attacks (DDoS, hacking), phishing, or the distribution of illegal content, the resolution timeframe will be much shorter and may require your immediate attention.
In these critical situations, our primary responsibility is to protect the integrity of our network and other users, and we will expect a swift response.
It is crucial to maintain an open line of communication with our Abuse Department throughout the process. Responding to the ticket promptly to let us know you have received the notification and are working on a solution is essential, even if you have not yet fully resolved the issue.
Failure to respond or resolve the case within the given deadline will result in action being taken according to our Acceptable Use Policy (AUP), which may include the null-routing (black-holing) of the reported IP address.