Abuse FAQ: report abuse or respond to a complaint
How to report spam, phishing or attacks from a HyperDC address, what to include, and what to do when you receive an abuse notice about your own service.
- Beginner
- 5 min read
- Updated
Tested on: HyperDC client area
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On this page
HyperDC services must be used within our acceptable use policy and terms of service. This page explains how to report abuse coming from our network and what to do if a complaint concerns your own service.
Reporting abuse
Where do I send a report?
Email [email protected]. You do not need an account. For general questions use the contact form.
What should the report include?
- The IP address or URL involved.
- What you observed: spam, phishing, malware, scanning, an attack, illegal content.
- When it happened, with date, time and time zone.
- Evidence: log lines, the full headers of a spam or phishing email (not just a forward), screenshots or URLs.
Reports with clear evidence can be acted on fastest.
What happens next?
We review the report under our policies and contact the customer responsible for the service. We do not share details about customers' services with third parties.
Phishing and malware
For phishing pages and malware, include the exact URL and, if possible, when you last saw it online. Do not send malware samples as attachments; describe the URL or file instead.
Copyright and illegal content
Identify the work or content, the exact location on our network and your contact details. The terms of service and acceptable use policy describe how such reports are handled.
If you received an abuse notice
Why did I get it?
Someone reported activity from your IP address or website. The most common causes are a compromised website or server, a mailbox or contact form abused for spam, an open proxy or resolver, or a misconfigured application that scans other networks.
What should I do?
- Reply on the ticket promptly, so we know you are working on it.
- Contain the problem: stop the service or script involved, restrict the firewall, disable the abused account.
- Find the cause: check logs, recent changes and unknown processes. If the server was compromised, follow what to do if your server is hacked.
- Fix and explain: patch the entry point, rotate passwords and describe the steps in the ticket.
My server sends spam I did not send.
A mailbox password may have leaked, or a script on your site is abused. Check the mail queue and logs, change passwords and see email deliverability for blocklist removal once the cause is fixed.
Can my service be suspended?
The acceptable use policy describes the measures for violations. Responding quickly and fixing the cause is the best way to keep your service running.
Next steps
- The binding rules: acceptable use policy.
- Clean up after an intrusion: what to do if your server is hacked.
- Other support questions: support FAQ.
Frequently asked questions
How do I report abuse?
Email the details to [email protected]: the address of the website or server, what you observed, when it happened with time zone, and evidence such as logs or full email headers.
What is not allowed on HyperDC services?
The acceptable use policy lists it, for example spam, phishing, malware, attacks on other networks and illegal content. It is the binding document.
I received an abuse notice about my server. What should I do?
Reply on the ticket promptly, investigate, stop the activity and explain what you did. If your server was compromised, follow our guide for hacked servers.
Will you tell the reporter what action you took?
We handle reports under our policies and protect customer privacy, so details about a customer's service are not shared with third parties.
How do I report copyright infringement?
Send the details to [email protected], identifying the work, the infringing location and your contact details. The terms of service and acceptable use policy describe how such reports are handled.