Abuse reports and takedowns

If someone reports your service

1. We check the report. Many reports are mistaken or about a hacked site rather than a deliberate one.
2. We tell you by email (to your account email and your Abuse contact, if you have one; see Named contacts) and in a ticket, with the report's number and what it alleges.
3. You have 24 hours to fix the problem, or to show us there is none. "Fix" usually means removing the content, cleaning a hacked site, or suspending the client account concerned if you are a reseller.
4. If it is not fixed, we suspend the service. The page then reads Suspended: an abuse report, and a person reads every appeal; paying an invoice does not lift it.

Phishing, malware, attacks, child sexual abuse material and lawful orders are suspended at once, before step 3. See What you may not host.

Copyright complaints

• A complaint that names the copyrighted work and the address on your site is passed to you, and the material is taken down if you do not remove it in time.
• If you believe the complaint is wrong, you can send a counter-notice through the ticket. The material is restored after 10 working days unless the complainant shows they have gone to court.

Hacked sites

A hacked site is the most common reason for a report. It is still your site to fix: restore a clean copy from a backup (see Backups, and how to restore), update the software, change every password. Tell us in the ticket when it is done.

Reporting abuse to us

If a site or server on our network is attacking you, sending spam or hosting phishing, use the form at zeeroow.com/abuse: Send a report asks What kind of abuse (Spam, Phishing, Malware, DDoS / attack traffic, Port scanning / brute force, Copyright / DMCA, Something else), the IP address, when it happened, the URL, a Subject, What happened, optional Evidence, and Your email. You get a report number; we investigate every report, but we cannot share what we find about our customers.