You received an abuse notice
A report came in about something on your server and we forwarded it. Here is what that means and what happens next.
Read what it actually says
Most notices are specific: an IP address, a timestamp with a time zone, a URL or a log excerpt. Match it against your own logs before you reply. A compromised script, a customer of yours, an open relay or a forgotten test container are the usual explanations — and all four are fixable.
Reply, even if you disagree
Tell us what you found and what you did. If the report is wrong, say why, with evidence: we assess reports against what they demonstrate, not against who sent them, and a well-argued rebuttal closes the case.
Silence is the only response that reliably ends badly. A notice that goes unanswered becomes our problem to solve, and we solve it at the network level.
Deadlines
In the ordinary case you get a reasonable period to resolve it. In serious or clear-cut cases the service is suspended immediately, without notice — child sexual abuse material is always such a case, and a removal order from a competent authority for terrorist content has to be executed within one hour by law.
If you run a platform
Hosting other people's content means you need your own abuse address and someone reading it. Where it helps we can give you access to a takedown tool so rights-holder notices reach you directly and you can act on them yourself, which is far better than us acting for you. Ask support.
Repeat cases
One incident handled well is a non-event; we have no interest in losing a customer over a hacked WordPress. A pattern is different, and so is anything on the list in our acceptable use policy — that is not a grey area and not negotiable.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base