Abuse & Complaint Handling

1. COMMITMENT TO A CLEAN NETWORK

Hostaffin is committed to maintaining a secure and reliable network environment. We take reports of abuse seriously and have established these procedures to handle complaints efficiently and fairly. Abuse is any activity that violates our Acceptable Use Policy (AUP) or applicable laws.

2. TYPES OF ABUSE HANDLED

We actively investigate reports regarding:

• Spam: Unsolicited commercial email.
• Phishing: Deceptive websites intended to steal data.
• Malware: Hosting or distributing malicious software.
• Network Attacks: DDoS, port scanning, or unauthorized access attempts.
• Illegal Content: Content that violates local or international laws (e.g., child exploitation).
• Copyright/IP Infringement: Handled via our DMCA policy.

3. HOW TO REPORT ABUSE

To ensure a prompt response, reports should be sent to our dedicated abuse department:

Email: [email protected]

Required Information:

• The IP address or domain name involved.
• A detailed description of the abuse.
• Supporting evidence (e.g., full email headers, log snippets, screenshots).
• Your contact information for follow-up.

4. INVESTIGATION PROCESS

Once an abuse report is received:

1. Verification: We verify the validity of the report and determine if the activity violates our policies.
2. Notification: In most cases, we notify the customer and provide them with an opportunity to resolve the issue (e.g., cleaning a compromised site).
3. Immediate Action: For severe violations (e.g., phishing, malware distribution), we may suspend the service immediately without prior notice to the customer.

5. TURNAROUND TIMES

Our abuse team monitors reports 24/7. We aim to acknowledge reports within 24 hours. Critical issues like phishing and active network attacks are prioritized and typically addressed within 4-6 hours.

6. PRIVACY OF REPORTERS

We respect the privacy of those reporting abuse. However, we may share details of the complaint (including the evidence provided) with the customer being reported so they can address the issue. If you wish to remain anonymous, please specify this in your report, though it may limit our ability to investigate.

7. LAW ENFORCEMENT COOPERATION

Hostaffin cooperates fully with law enforcement agencies. We will provide subscriber information and logs when presented with a valid court order, subpoena, or search warrant from a competent jurisdiction.