Abuse Reports Processing Policy

This policy describes how Hostry Compute LLC ("Hostry", "we", "us", "our") receives, reviews and processes abuse reports relating to services operated on Hostry infrastructure.

Submit abuse reports to: abuse@hostry.com

1. Scope

Hostry operates infrastructure used by customers worldwide. We do not control or pre-screen customer content, but we investigate reports of unlawful, harmful or prohibited activity.

This policy explains what qualifies as abuse, what information a report must contain, how reports are processed, what actions may follow, and what you can expect by way of response.

Copyright claims under US law follow the separate DMCA Procedures. Notices of illegal content from users in the European Union may also be submitted under the EU Digital Services Act Disclosures, which sets out additional rights. Requests from law enforcement follow the Law Enforcement Requests policy.

2. What Qualifies as Abuse

• spam and unsolicited bulk communications;
• malware distribution and command-and-control activity;
• phishing and fraud;
• network abuse — DDoS, port scanning, exploitation attempts, traffic flooding;
• hosting or distribution of illegal content;
• child sexual abuse material;
• content promoting terrorism or separatism;
• open proxies, open mail relays and unauthorized anonymization services;
• copyright and trademark infringement, handled under DMCA Procedures;
• any other violation of applicable law or of the Acceptable Use Policy.

Reports unrelated to Hostry services, or lacking a technical link to our infrastructure, may not be processed.

3. Required Information

To allow investigation, a report must contain enough technical detail to identify the service.

Minimum required:

• the IP address involved;
• the date and time of the activity, including timezone;
• a description of the activity being reported;
• supporting evidence — logs, full email headers, samples, screenshots or URLs, as applicable.

Important:

• A domain name alone is not sufficient. IP addresses are assigned from shared pools and reassigned over time, so without an IP address and a timestamp we may be unable to identify which service was involved.
• Log excerpts must retain original timestamps and timezone information.
• Reports missing required information may be rejected or delayed.

4. How Reports Are Processed

On receipt of a valid report, Hostry may:

• review it for completeness and relevance;
• correlate the reported activity with internal logs and telemetry;
• forward the report to the affected customer, with the reporter's contact details redacted where appropriate;
• request additional information;
• apply temporary protective measures.

We evaluate reports on technical evidence and policy compliance, not on assumptions or unverified automated complaints.

5. Enforcement Actions

Depending on severity and risk, Hostry may notify the customer and require remediation; apply traffic filtering, rate limiting or blocking; suspend the affected services; permanently terminate services in cases of severe or repeated violations; or delete services where required by law or to protect infrastructure.

The escalation procedure depends on the category of violation, as set out in Section 7 of the Master Service Agreement:

• Critical Violations — child sexual abuse material, botnets, terrorism or separatism, phishing, manifest fraud. Immediate suspension without prior notice. A statement of reasons follows no later than the date of the restriction.
• Standard Violations — all others. The customer receives a notification and a reasonable period to remedy the violation before any restriction is applied.

6. Response Expectations

Hostry does not guarantee a direct response to the reporting party. By default:

• reports may be forwarded to the service owner;
• investigation outcomes are generally not disclosed to third parties;
• response times depend on severity, clarity and the quality of the evidence provided.

Submitting an abuse report does not create a contractual or legal obligation for Hostry to provide feedback to the complainant.

Reports concerning Critical Violations are prioritized and actioned as quickly as operationally possible.

Where a report is submitted as a notice of illegal content under the EU Digital Services Act, the reporting party has additional rights to confirmation of receipt and to a reasoned decision — see the EU Digital Services Act Disclosures.

7. False or Abusive Reports

Reports that are intentionally false or misleading, submitted without technical basis, automated without validation, or abusive in nature may be ignored, rejected or escalated internally. Hostry reserves the right to block sources that repeatedly submit bad-faith reports.

Submitting knowingly false reports may give rise to legal liability.

8. Customer Obligations

Customers who are the subject of an abuse report must cooperate with the investigation by responding to requests for information, providing logs and configuration details where applicable, and taking corrective action in a timely manner. Failure to cooperate may itself result in suspension or termination of services.

9. Relationship to Other Policies

• copyright infringement — DMCA Procedures;
• notices of illegal content from EU users — EU Digital Services Act Disclosures;
• law enforcement requests — Law Enforcement Requests;
• privacy inquiries — Privacy Policy;
• prohibited activities — Acceptable Use Policy.

This policy does not override legal obligations imposed by courts or competent authorities.

10. Updates

This policy may be updated to reflect operational changes, legal or regulatory requirements, or improvements in abuse handling. The effective date at the top of this page indicates the most recent revision.

11. Contact

abuse@hostry.com

Reports sent via social media, unrelated support tickets or other informal channels may not be processed.