Regarding abuse reports

[squishy]

May I ask how abuse reports are handled? Particularly those about a client of a client (ie. not your direct customer) who has committed the abuse? Will the server/vps be taken down by BODhost immediately, or will the server/vps owner be informed of the abuse report and be given time to respond it?

[Shane Phillips]

Originally Posted by squishy

May I ask how abuse reports are handled? Particularly those about a client of a client (ie. not your direct customer) who has committed the abuse? Will the server/vps be taken down by BODhost immediately, or will the server/vps owner be informed of the abuse report and be given time to respond it?

In case of abuse, we immediately forward the report to the account holder and he needs to respond within 24 - 48 hours. If the account holder does not respond to the report, we immediately schedule a call and try communicating with the client and if yet there is no response from the client, we have to suspend the hosting account until we have any response from the client.

Regards,

Shane Phillips

[squishy]

Thanks for the reply, Shane! 24-48 hours is more than enough time to respond to an abuse complaint. I particularly like the fact that you will try to call the customer and exhaust all possible avenues of contact before shutting down the service. It's definitely better than other hosts' "shutdown now, ask questions later" attitude to abuse complaints.

[Shane Phillips]

Originally Posted by squishy

Thanks for the reply, Shane! 24-48 hours is more than enough time to respond to an abuse complaint. I particularly like the fact that you will try to call the customer and exhaust all possible avenues of contact before shutting down the service. It's definitely better than other hosts' "shutdown now, ask questions later" attitude to abuse complaints.

Well, we definitely understand that there are times where there are few false abuse reports and we need to consider client's point of view.

Regards,

Shane Phillips

[angelad]

Originally Posted by squishy

Thanks for the reply, Shane! 24-48 hours is more than enough time to respond to an abuse complaint. I particularly like the fact that you will try to call the customer and exhaust all possible avenues of contact before shutting down the service. It's definitely better than other hosts' "shutdown now, ask questions later" attitude to abuse complaints.

Yea, Lol, then you have to figure out what happened.

[JeremyWJ]

In my opinion, providers should never take action without first contacting their customer on the issue. Under the US DMCA law, Bodhost is protected from liability for what customers use their servers for. As long as Bodhost takes immediate action to rectify the issue once they are made aware of if they are within the law. This means that they can legally, and without fear, give ample time (a couple days) for their customer to respond to and/or take action about the abuse report.

Me and my friend left our last provider for this very reason. Someone falsely accused us of spamming with the server and without contacting us at all, the company put a lan block on our server. That was enough for us to part ways with that provider permanently, thus losing a customer over what should have been a non-issue.

Glad to hear Bodhost is reasonable with these issues. As much as I love Bodhost already, if they ever suspended my account/server for an abuse report without first giving me a few days to respond to the issue, I would be immediatly closing my account. Really really glad to hear this should never happen though

Go Bodhost!

[gazzie]

To be fair, there are instances where a provider may have to temporarily shut down services immediately without waiting for the customer's response (though of course the customer still needs to be contacted). Special cases where the said abuse affects the network's operations is a valid reason for temporary shutdowns. Such instances are rare, though they do happen.

[JeremyWJ]

Originally Posted by gazzie

To be fair, there are instances where a provider may have to temporarily shut down services immediately without waiting for the customer's response (though of course the customer still needs to be contacted). Special cases where the said abuse affects the network's operations is a valid reason for temporary shutdowns. Such instances are rare, though they do happen.

I agree there, but I wasn't talking about issues like that. You wont get abuse reports from people who are not customers of Bodhost saying, "this site is affecting your network", cause they wont have any way of knowing that. If something your server was doing was negatively affecting the network, it was probably making your server inaccessible or slow also anyways.

[centelo]

Have you ever had to report to another host that one of their boxes was compromised and they did nothing about it? I hear about sites getting hacked off and on, but it seems we never hear from the hosting side of things.