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How Abuse notification process works in E2E Networks?

E2E Networks team works around the clock to address complaints of abuse on our network. We receive these complaints via feedback loops from other providers, spam blacklisting services, various industry contacts and mailing lists as well as from our clients.
Typical cases of abuse are:

  • Email Compromise: Server is sending out spam emails
  • System Compromise: Server is compromised due to unauthorized access or a security vulnerability and sending out a huge amount of traffic
  • Server under attack: Server is under DDoS attack

The typical process followed when we detect an abuse from your server is:

  1. We send out a warning email to the authorized contact as soon as we discover and ascertain the abuse issue. The email contains the nature of the abuse and requests to check the issue at your end. If there are any identifiable security vulnerabilities, we will include the remedial measures as well. We would ask you to respond to us with the corrective measures you have taken to address the issue
  2. If we do not get a response from your side in 2 hours and the issue is still persisting we would call the authorized contact on their given phone numbers to intimate the issue
  3. In lack of response for our phone call for another 2 hours,
    • It would be required by us to switch off the machines to prevent malicious activities on our server
    • We would require the sharing of passwords for your server in order to turn off all the services
    • Once, we are sure the server is clean, we will bring back it up again
    • In case you take action on the abuse yourself, we would require written confirmation on the steps you have taken to stop the reported actions

Please keep your authorized contact details updated to avoid any miscommunications by sending an email to support@e2enetworks.com, whenever there is a change or an anomaly is discovered in contact details.

We understand getting an abuse ticket is a hassle, but please remember that we’re doing our best to protect our network, the Internet community and you.

Switching off your server is a last resort for us, and we want to make sure everyone is on the same page to prevent us from getting to that last resort. In the unfortunate event that you do experience an abuse issue, please follow the instructions on this communication and it will save you from unnecessary downtimes and complicated procedures to bring back the site/server.

Updated on September 3, 2018

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