1. How to report abuse
Email [email protected]. Include:
- The IP address or hostname involved;
- Timestamps with timezone — this is the single most common omission and it is the one that stalls reports;
- Evidence: log excerpts, full email headers, packet captures, URLs, screenshots;
- A description of the conduct and why it is a violation;
- A contact address for follow-up.
Reports with evidence are actioned considerably faster than assertions. We do not act on an unverified accusation — we verify first, in every category.
2. What happens next
- Acknowledgement within 24 hours, automated.
- Verification by an engineer. Where the material is publicly reachable this is usually quick; where it is not, we may ask you for more.
- Action. Immediate-suspension categories under the AUP are suspended on verification. Everything else gives the customer 48 hours to remediate, with a description of what we observed.
- Outcome notification to the reporter, stating what was done. We do not disclose customer details.
CSAM reports are escalated immediately, outside normal queue handling, at any hour.
3. Copyright complaints
Handling depends on the jurisdiction of the server, and this is the whole substance of the answer:
| Location | Handling |
|---|---|
| 🇳🇱 Netherlands | Reviewed on the merits. Customer given a reasonable opportunity to respond before any action. |
| 🇷🇴 Romania | Reviewed on the merits. Customer given a reasonable opportunity to respond before any action. |
| 🇮🇸 Iceland | Logged and forwarded to the customer. No action taken absent a local court order. |
| 🇧🇬 Bulgaria | Reviewed on the merits. Customer given a reasonable opportunity to respond before any action. |
| 🇲🇩 Moldova | Logged and forwarded to the customer. No action taken absent a local court order. |
| 🇵🇦 Panama | Logged and forwarded to the customer. No action taken absent a local court order. |
| 🇸🇨 Seychelles | Logged and forwarded to the customer. No action taken absent a local court order. |
| 🇺🇸 United States | Full DMCA safe-harbour procedure, including takedown and counter-notice. |
A valid order from a court with jurisdiction over the hosting facility is honoured in every location without exception.
4. Submitting a DMCA notice (United States location)
For servers in our Kansas City location, send a notice complying with 17 U.S.C. § 512(c)(3) to [email protected], including:
- A physical or electronic signature of the rights holder or an authorised agent;
- Identification of the copyrighted work claimed to be infringed;
- Identification of the material claimed to be infringing, with enough detail to locate it;
- Your contact information;
- A statement of good-faith belief that the use is not authorised;
- A statement, under penalty of perjury, that the information is accurate and you are authorised to act.
Counter-notices under § 512(g) are accepted at the same address. Where one is valid, § 512(g)(2)(C) sets the window for putting the material back at not less than 10 and not more than 14 business days after we receive it — and it stops there if, before the material goes back, the complainant tells us it has filed an action seeking a court order against the subscriber.
5. Law enforcement requests
Requests must come from a court with jurisdiction over the datacenter holding the server, addressed to [email protected], and must specify what is sought.
We refuse informal requests, requests from agencies of countries other than the hosting jurisdiction that have not gone through mutual legal assistance, and requests whose scope exceeds what the order compels. Refusals are logged and counted.
Affected customers are notified unless the order prohibits it. Counts go into the transparency report at the end of each quarter, starting with the first quarter to close after publication. In most cases the honest answer is that the requested data does not exist — see the privacy policy for what does.