How to report abuse originating from our network, and how fast we act.
Send abuse reports to [email protected]. Mail to any other address (support@, legal@, sales@) will be forwarded but may be delayed by up to 12 hours.
We accept plain-text, HTML, and PGP-signed/encrypted email. PGP public key: /pgp. For automated machine-to-machine reporting, our endpoint accepts ARF-formatted messages.
A valid report must include the following. Reports missing items below are acknowledged but marked "incomplete" and the clock does not start.
| Category | Acknowledgement | Action or status update |
|---|---|---|
| Child sexual abuse material (CSAM) | < 1 hour | < 4 hours (takedown + NCMEC report) |
| Credible threats of violence | < 4 hours | < 12 hours (takedown + LE referral) |
| Phishing against financial institutions | < 4 hours | < 24 hours (takedown) |
| Outbound spam | < 24 hours | < 48 hours (cure or suspend) |
| Malware / ransomware C2 | < 4 hours | < 24 hours (takedown) |
| Port-scanning / brute-force | < 24 hours | < 48 hours (cure or suspend) |
| DDoS origination | < 1 hour | < 2 hours (traffic null-route + suspend) |
| Copyright infringement claim (non-court) | < 5 business days | Logged only — see DMCA Stance |
| Other (policy disagreement, content complaints) | < 5 business days | Assessed case-by-case per AUP |
The following categories require a court order from a court of competent jurisdiction under the law of one of our operating countries. Reports alleging these are logged (visible in our warrant canary category counts) but no action is taken without judicial process:
If a report is not acknowledged within the time indicated above, escalate to [email protected] — this goes to a senior engineer and a member of the Abuse Review committee. For systemic issues affecting multiple IPs or a prolonged network event, email [email protected].
All abuse reports are counted (anonymised, by category) in the semi-annual Transparency Report. You will see exactly how many reports we received, how many we actioned, and the median response time per category. The weekly warrant canary carries rolling 7-day aggregate counts.
