{"id":7596,"date":"2022-08-15T05:14:59","date_gmt":"2022-08-15T05:14:59","guid":{"rendered":"https:\/\/truehost.com\/support\/?page_id=7596"},"modified":"2024-08-02T11:36:48","modified_gmt":"2024-08-02T11:36:48","slug":"abuse-policy","status":"publish","type":"page","link":"https:\/\/truehost.com\/support\/abuse-policy\/","title":{"rendered":"Abuse Policy"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<p>The term &#8220;<em><strong>abuse<\/strong><\/em>&#8221; in our context refers to a broad range of behaviors where a<br>website\/hosting space is incorrectly or unlawfully utilized to hurt another person or their<br>property.<\/p>\n\n\n\n<p><br><strong>Types of Abuse<\/strong><\/p>\n\n\n\n<p><strong><br><\/strong>Below are some of the abuse cases.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Phishing<\/strong><\/li>\n<\/ol>\n\n\n\n<p>It\u2019s a type of Cybersecurity assault where bad actors send messages posing as<br>a reliable individual or organization. Email is typically used for this. The intention is to<br>steal personal information like credit card numbers and login credentials or to infect the<br>victim&#8217;s computer with malware.<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"2\">\n<li><strong>Spamming<\/strong> <\/li>\n<\/ol>\n\n\n\n<p>The practice of sending many unsolicited messages\/emails to a large<br>number of recipients<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"3\">\n<li><strong>Copyright infringement<\/strong><\/li>\n<\/ol>\n\n\n\n<p>This is a form of intellectual theft where you use someone&#8217;s<br>picture, logo, music, video and etc. on your site without their consent.<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"4\">\n<li><strong>Trademark infringement<\/strong><\/li>\n<\/ol>\n\n\n\n<p>It\u2019s the unauthorized use of trademarked intellectual<br>property like company name without the proper permission from the company.<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"5\">\n<li><strong>Malware<\/strong><\/li>\n<\/ol>\n\n\n\n<p>This is distributing malware to other websites through your website.<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"6\">\n<li><strong>Child abuse material<\/strong><\/li>\n<\/ol>\n\n\n\n<p>his is using your site to promote exploitation of children<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"7\">\n<li><strong>Pornographic content<\/strong><\/li>\n<\/ol>\n\n\n\n<p>We do not allow this kind of content to be hosted on our<br>servers.<\/p>\n\n\n\n<p>And any other issue considered as abusive. We reserve the right to determine if<br>the case is abuse.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Abuse Cases Handling<\/strong><\/p>\n\n\n\n<p>Abuse cases are treated with high and special attention due to rising Cyber Security<br>Concerns, and the possible damage that they can be caused. Abuse Cases at Truehost Cloud<br>are ONLY handled by the abuse team.<\/p>\n\n\n\n<p>The <em>Truehost Support Team<\/em> are a different team from the <em>abuse team<\/em> and thus has no<br>access to Accounts that that have abuse cases. The Support Team, therefore, will NOT handle<br>abuse cases, instead, they will refer you to the abuse team for any advise regarding such<br>accounts.<\/p>\n\n\n\n<p>The abuse team is only contacted via their official email which is <em><strong>abuse@truehost.cloud<\/strong><\/em> and they<br>will only give a response via that email.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Detection &amp; Investigation of Abuse Cases<\/strong><\/p>\n\n\n\n<p><br>Abuse cases are usually detected either by the Truehost or our Partners\u2019 systems. Every<br>abuse case is usually subjected to an investigation to determine its scale, impact, source, and<br>perpetrators. Some of these investigations are conducted in partnership with Cyber Security<br>experts such as: <\/p>\n\n\n\n<p><br>\u2022 expedited Netcraft \u2013 https:\/\/www.netcraft.com\/<br>\u2022 Cloudflare \u2013 https:\/\/www.cloudflare.com<br>\u2022 OVH \u2013 https:\/\/www.ovh.com<br>\u2022 BrandProtect \u2013 http:\/\/www.brandprotect.com\/<br>\u2022 Phishlabs \u2013 https:\/\/www.phishlabs.com\/<br>\u2022 Risk IQ \u2013 https:\/\/www.riskiq.com\/<br>\u2022 Law enforcement bodies.<br>\u2022 Truehost Cloud Cyber Security Team<\/p>\n\n\n\n<p><br><strong>Resolving Abuse cases<\/strong><\/p>\n\n\n\n<p><br>Truehost Cloud is committed to hasten abuse cases resolutions. However, depending on the<br>cases\u2019 scale, impact, source and perpetrators, the case may take more than 7 days to resolve.<br>During this time the affected service will be terminated.<\/p>\n\n\n\n<p><br>The resolution process starts with an investigation to determine the nature of the abuse and<br>ends when the issue is resolved.<\/p>\n\n\n\n<p><br><strong>Possible Resolutions<\/strong><\/p>\n\n\n\n<p><br>Abuse cases are resolved to any of the following outcomes: &#8211;<\/p>\n\n\n\n<p><br>\u2022 Restoration of service to allow fixing (Service is restored to allow the client to fix the<br>issue that caused the abuse \u2013 applies to minor abuse cases only).<br>\u2022 Account Termination with file downloads (Client is banned from hosting the affected<br>service but receives a download link to download the files).<br>\u2022 Account Termination with no files (Client is banned from hosting the affected service<br>with no file recovery option).<\/p>\n\n\n\n<p><br>The decision on the action to be taken will be informed by the nature of the abuse<br>case, and will be decided by the abuse team.<\/p>\n\n\n\n<p><strong>How to avoid Abuse Cases?<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Do not use nulled scripts.<\/li>\n\n\n\n<li>Keep your CMS installations like WordPress up to date.<\/li>\n\n\n\n<li>Always use very strong password.<\/li>\n\n\n\n<li>Use an antivirus on any PC that runs Outlook or any other mail client.<\/li>\n\n\n\n<li>Download images and other files from legit sites.<\/li>\n\n\n\n<li>Avoid copyright infringing materials such as ebooks, videos, music files, images etc. <br><\/li>\n<\/ol>\n\n\n\n<p><strong>Reporting Abuse Cases<\/strong><br>For any abuse case, you can report it via abuse@truehost.cloud and you will be required to<br>list the domain name with the case, the type of abuse they have committed and as much<br>evidence as possible to prove the abuse.<\/p>\n\n\n\n<p><br><strong>Frequently Asked Questions<\/strong><\/p>\n\n\n\n<p><strong><em>Do all abuse cases result in legal implications?<\/em><\/strong><\/p>\n\n\n\n<p><br>No. Abuse cases that result in legal implications are those that are linked to Cybercrime. Most<br>abuse cases are due to compromised websites email accounts which only require to be fixed<br>and prevented from recurring.<\/p>\n\n\n\n<p><strong><em>Can I reach to abuse team via call\/chat\/WhatsApp?<\/em><\/strong><\/p>\n\n\n\n<p><br>No. The abuse team can only be reached via email or ticket to the abuse<br>department(abuse@truehost.cloud). Abuse team is not reachable via any other means.<\/p>\n\n\n\n<p><strong><em>How long does it take to have an abuse issue resolved?<\/em><\/strong><\/p>\n\n\n\n<p><br>Abuse cases take between an hour to 7 days to resolve. Please refer to the section for<br>\u201c<em><strong>Resolving Abuse Cases<\/strong><\/em>\u201d.<\/p>\n\n\n\n<p><strong><em>What constitutes abuse of service?<\/em><\/strong><br>Please refer to AUP below. <\/p>\n\n\n\n<p><a href=\"https:\/\/truehost.com\/acceptable-usage-policy\">https:\/\/truehost.com\/acceptable-usage-policy<\/a><\/p>\n\n\n\n<p><strong><em>What do I do when my account is suspended\/terminated for abuse?<\/em><\/strong><\/p>\n\n\n\n<p><br>When this happens, please reach out to the abuse team through their email, and they will<br>advise on whether they can grant you access to the files to fix them. You will share the steps<\/p>\n\n\n\n<p>you will take to fix the issue. Once given access, make sure you fix the issue before re-<br>uploading the files. Recurrence of the abuse issue may lead to permanent termination.<\/p>\n\n\n\n<p><strong><em>Can I get a backup of my data?<\/em><\/strong><\/p>\n\n\n\n<p>Not all abuse cases\/instances can be provided with data. There are situations where you will<br>get a backup of the service, other situations you will be provided with limited access to back<br>up your data while in other cases, all the data is deleted and no backup is available.<\/p>\n\n\n\n<p><strong><em>What if it was not deliberate?<\/em><\/strong><br>All abuse cases, whether deliberate or not, are treated the same way since they have the same<br>effects.<\/p>\n\n\n\n<p><strong><em>Are there any legal implications to abuse cases?<\/em><\/strong><\/p>\n\n\n\n<p><strong><em><br><\/em><\/strong>Yes, law enforcement agencies are always vigilant for abuse cases and their impact. These<br>agencies have prosecuted some of the abuse cases that amount to Cyber Crime.<\/p>\n\n\n\n<p><strong><em>Do I get refund?<\/em><\/strong><\/p>\n\n\n\n<p><br>No, we do not refund once a service is deactivated. This includes deactivated services that<br>had not been used and have been deactivated due to abuse.<\/p>\n\n\n\n<p><strong><em>When I first seek your permission before hosting a phishing account, will you still<br>terminate it?<\/em><\/strong><\/p>\n\n\n\n<p><br>We do not host phishing accounts and we will decline such a request. If we find a phishing<br>account or an account involved in any other form of abuse, we will be forced to terminate the<br>account, unfortunately.<\/p>\n\n\n\n<p><strong><em>What is the possible damage that an abuse account can cause on a server?<\/em><\/strong><\/p>\n\n\n\n<p><br>One abuse case on a server will affect all the remaining accounts in a way. Spamming will<br>contaminate the server IP thus all users of the IP will be affected. Phishing risks shutdown of<br>the entire server. A single abuse case if not handled, will lead to close down of the entire<br>server with all accounts on it, whether they are abuse accounts or not. That is why we need<br>to act with speed to remove one abuse account to prevent mass inconveniences.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The term &#8220;abuse&#8221; in our context refers to a broad range of behaviors where awebsite\/hosting space is incorrectly or unlawfully utilized to hurt another person or theirproperty. Types of Abuse Below are some of the abuse cases. It\u2019s a type of Cybersecurity assault where bad actors send messages posing asa reliable individual or organization. Email [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_eb_attr":"","_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"footnotes":""},"class_list":["post-7596","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Abuse Policy -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/truehost.com\/support\/abuse-policy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Abuse Policy -\" \/>\n<meta property=\"og:description\" content=\"The term &#8220;abuse&#8221; in our context refers to a broad range of behaviors where awebsite\/hosting space is incorrectly or unlawfully utilized to hurt another person or theirproperty. 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