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Abuse policy

Plexcom, s.r.o. a Czech Republic private limited company, legal address, Za Mlýnem 1726, 253 01 Hostivice, Czech Republic (“Plexcom”), provides you web-hosting, domain name registration, and related products and service.

This document describes the list of possible abuses (complaints) for services leased by the Customer from the Plexcom and also describes the actions of the Plexcom when they are received.

1. Abuses

1.1 In case of revealing the fact of receiving complaints (abuse) on the services leased by the Customer, the Plexcom gives time to resolve this complaint (from 6 to 12 hours depending on the type of complaint).

1.2. The Plexcom has the right to immediately block the ports, outgoing traffic or IP address of the service without prior notice to the Customer.

1.3. Upon blocking, the Customer receives a notification of a complaint to an authorized email and agrees to respond to it within the time period specified in the notification, after which he independently eliminates the reasons for the complaint, and also takes measures to suppress such abuses in the future. Also he undertakes to notify Plexcom.

1.4. If Customer receive 3 (three) or more similar abuses during one month for one of the services ordered by the Customer, access to the services will be completely blocked and/or the data stored on the account will be deleted without the possibility of recovery with or without additional notice. The exception is abuses (complaints) for spam, when the service can be blocked after the second complaint of the same nature, as well as abuses (complaints) of the nature of Botnet Controller, when the service is blocked instantly without the possibility of its recovery.

1.5. The list of possible complaints (abuses) and actions from the technical support of the Plexcom is given below:

Trojan virus alert.

This complaint means that the service is being used to send spam using a virus (“Trojan”).
The time given to the Customer for response and correction of the reasons for the complaint is 12 hours.

Alert regarding spamming from a specific IP address

This complaint means that spam is being sent from a specific IP address.
The time given to the Customer for response and correction of the reasons for the complaint is 12 hours.

IP #. #. #. # added to Spamhaus Block List (SBL)

Such a notification means that the IP-address of the service was included in the blacklist of The Spamhaus Block List, due to the fact that spam was sent from it.
The time given to the Customer for response and correction of the reasons for the complaint is 12 hours.

DDoS attack

This complaint means that through the service there is a deliberate (or not) brute force or an outgoing DoS/DDoS attack.
The time given to the Customer for response and correction of the reasons for the complaint is 12 hours.

Phishing

This complaint means that the Client’s site is being used intentionally (or not) for phishing.
If the technical support service makes sure that the Client has independently placed a phishing site using the Plexcom service, the service will be permanently blocked.
The time given to the Customer for response and correction of the reasons for the complaint is 12 hours.

Phish redirection

This abusa means that the service is redirected to a phishing site.
After receiving such complaint, the Customer is notified of the problem and all outgoing traffic is blocked.
The time given to the Customer for response and correction of the reasons for the complaint is 12 hours.

Open recursive resolver used for an attack

This abusa means that through the service there is an open DNS recursion.
If the support service makes sure that the Customer has independently installed malicious software on the server, the service will be permanently blocked.
In other cases, the time given to the Customer to respond and correct the situation is 12 hours.

Copyright infringement

This complaint means that the copyright related to content posted using the Plexcom services has been infringed.
Plexcom does not have the right to independently decide on the satisfaction of such claims of third parties. A person who believes that the material posted on the Customer’s website violates the rights of that person (in particular, the rights to a trademark, company name, other intellectual property, the name of a non-profit organization or government agency) should file a complaint only through the appropriate court and law enforcement agencies or competent organizations (organizations that have such rights due to the nature of their activities and contract).
This complaint is most common on such projects as: torrents, online cinemas sites, sites for selling replicas of brands, sites with adult content.

After the Plexcom receives complaints from the competent authorities, the Customer will be given 12 hours to resolve the problem. If the Customer ignores this complaint, after the specified period, this resource will be blocked.

Read more about this in our Trademark/Copyright Infringement Policy.

Hacking attempt

This abusa means that the site was hacked. Often attackers are interested in access to the mail for spamming.
The time given to the Customer for response and correction of the reasons for the complaint is 12 hours.

Vulnerabilities

This notification means that the site has a number of critical vulnerabilities. This does not threaten the Customer with blocking services, however, it requires attention for the further stable operation of the service. In addition, vulnerabilities can trigger one or more of the types of abuse described above.
* When complaints are received related to sending spam, Plexcom technical support can block the ports responsible for sending mail, as well as block the IP-address of the service by adding it to the blacklist.
** Upon receiving complaints related to phishing sites, DoS/DDoS attacks and DNS recursions, Plexcom technical support can block the ports responsible for accessing the service, as well as suspend outgoing traffic.

2. Spam (SPAM)

2.1. The Customer is informed and understands that in order to organize mass mailings of e-mail from Plexcom services, he will need to provide a link to the subscription form using the double confirmation method (Double Opt-In) or the website through which the mailing addresses were/will be/are collected, and confirm the legitimacy of the origin of the database addresses in correspondence with the support service.

2.2. In case of revealing the fact of spreading spam from the Customer’s resource using the services of Plexcom, Plexcom has the right to immediately block the ports responsible for sending mail or the IP address from which the sending of spam is recorded, without prior notice to the Customer.

2.3. Upon blocking, the Customer is notified of the violation to an authorized mailing address and undertakes to eliminate the reasons for sending spam within 12 hours, as well as to take measures to suppress such actions in the future, and also undertakes to notify Plexcom in a response email.

2.4. Plexcom recommends the Customer to use DKIM signatures, SPF records, and other ways to reduce the spam score of their messages.

2.5. Spam mailing cases include:

  • the distribution by the Customer of advertising information and other materials for advertising purposes without the prior consent of the recipient, including e-mails containing a link to the site and urging to visit it;
  • adding an e-mail address to periodic mailing lists without the prior consent of the owner of the address (if the subscription to receive messages is a precondition for registering on the site, then the user must be explicitly notified of this before providing his data, even if in messages sent by the system, the method of removing an address from the mailing list is described);
  • regular mailing of messages that do not contain a description of how to remove an address from the mailing list;
  • sending by the Customer other messages and commercial offers of a dubious nature (for example, pyramid schemes, systems of making money on the Internet, letters of happiness, etc.);
  • support for conducting unsolicited mailings, binding servers and subnets with spam, technical support for servers and DNS domains that are used for this purpose.

Email Abuse Address

abuse@plexcom.cz