Abuse notification process for Virus content

Abuse notification process for Virus content

E2E Networks team works around the clock to address complaints of abuse on our network. We receive these complaints via feedback loops from spam blacklisting services and various industry contacts. The typical process followed when we detect Virus content on your server is:
Step 1: Creation of a ticket
We create a ticket to the authorized contact as soon as we discover and ascertain the Virus Content. The email contains the nature of the abuse and request 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.
Step 2: Inform over phone
We would ideally expect the authorized contact to respond within 1 hour to our ticket. In case of lack of response within the given timeline, we would call the authorized contact to inform the issue. The resolution time for such issues is 4 working hours ( 9.00 am to 6.00 pm ). For example, if an abuse ticket for Virus content is raised at 5.00 am, the resolution timeline would start from 9.00 am and end by 1.00 pm. On receiving the response from the authorized contact within 1 hour of creating the ticket, we would proceed with the following steps,
  • In case you take action on the abuse yourself, we would require written confirmation on the steps you have taken along with the root cause analysis, to stop further actions from our side.
  • If you would like us to resolve the issue, we would charge your account for support tokens as required.
Step 3: Take necessary actions
In lack of response to our phone call for another 3 hours, it would be required by us to switch off the machines to prevent malicious activities on your server. Once we are sure the server is clean, we will bring back it up again.
Important notes
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.

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