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Abuse Policy

How to report abuse originating from our network, and how fast we act.

Effective 2026-04-01 Last updated 2026-04-22 Version v2.0 Signed with 0x62B79979C97C1241

How to reach us

Send abuse reports to [email protected]. Mail to any other address (support@, legal@, sales@) will be forwarded but may be delayed by up to 12 hours.

We accept plain-text, HTML, and PGP-signed/encrypted email. PGP public key: /pgp. For automated machine-to-machine reporting, our endpoint accepts ARF-formatted messages.

Required information in a report

A valid report must include the following. Reports missing items below are acknowledged but marked "incomplete" and the clock does not start.

  • Source IP address of our customer's server (IPv4 or IPv6).
  • Timestamp with timezone of the alleged activity (UTC preferred).
  • Nature of the abuse — spam, phishing, malware C2, DDoS origination, port-scanning, CSAM, etc.
  • Evidence — relevant packet capture, HTTP request, log line, screenshot, or at minimum a clear textual description.
  • Your contact details — an email address we can reply to.

Response-time commitments

CategoryAcknowledgementAction or status update
Child sexual abuse material (CSAM)< 1 hour< 4 hours (takedown + NCMEC report)
Credible threats of violence< 4 hours< 12 hours (takedown + LE referral)
Phishing against financial institutions< 4 hours< 24 hours (takedown)
Outbound spam< 24 hours< 48 hours (cure or suspend)
Malware / ransomware C2< 4 hours< 24 hours (takedown)
Port-scanning / brute-force< 24 hours< 48 hours (cure or suspend)
DDoS origination< 1 hour< 2 hours (traffic null-route + suspend)
Copyright infringement claim (non-court)< 5 business daysLogged only — see DMCA Stance
Other (policy disagreement, content complaints)< 5 business daysAssessed case-by-case per AUP

What we will NOT action from an abuse email

The following categories require a court order from a court of competent jurisdiction under the law of one of our operating countries. Reports alleging these are logged (visible in our warrant canary category counts) but no action is taken without judicial process:

  • Copyright infringement — DMCA-style or otherwise. See DMCA Stance.
  • Trademark infringement (outside the jurisdiction of a Saint Kitts court).
  • Defamation, libel, slander — unless content meets the Tier-1 credible-threat threshold.
  • Controversial but legal speech — political, religious, satirical, academic.
  • Adult content depicting consenting adults, legal under the local jurisdiction.
  • "Privacy" complaints against publicly available information.

Escalation

If a report is not acknowledged within the time indicated above, escalate to [email protected] — this goes to a senior engineer and a member of the Abuse Review committee. For systemic issues affecting multiple IPs or a prolonged network event, email [email protected].

Transparency

All abuse reports are counted (anonymised, by category) in the semi-annual Transparency Report. You will see exactly how many reports we received, how many we actioned, and the median response time per category. The weekly warrant canary carries rolling 7-day aggregate counts.

This document is v2.0, effective 2026-04-01, last updated 2026-04-22. PGP-signed version available on request at [email protected].