Abuse Policy

Last updated 15 October 2026

This policy explains how anyone can report abuse or illegal content involving a serverserv service, IP address, website or domain, what to include in a report, and how we handle it. It applies to reports from the public, organisations and authorities, and to our customers whose services are reported. Copyright complaints have their own process in our Copyright Policy, and authorities requesting data should follow our Law Enforcement Guidelines.

1. What you can report

Spam sent from or advertising a service we host.
Phishing, malware, botnets, command-and-control servers and fraud.
Network attacks, scanning and brute-force attempts from our IP addresses.
Domain and DNS abuse involving a domain registered through us.
Illegal content, including child sexual abuse material, terrorist content and intimate images shared without consent.
Any other breach of our Acceptable Use Policy.

2. How to report

Email [email protected]. This is also our point of contact for users and authorities under the EU Digital Services Act. Reports in English are handled fastest. If you found child sexual abuse material, report it to us and to your national hotline or police; do not download or forward it.

3. What to include

The IP address, URL or domain involved.
The date, time and time zone of the activity.
Evidence: full email headers for spam or phishing, log lines for attacks, or screenshots and exact links for content.
For illegal content, an explanation of why you believe it is illegal, and the law concerned if you know it.
Your name and email address, and a statement that you believe in good faith that the report is accurate and complete. Victims of intimate image abuse and child abuse material reports do not have to give their name.

Reports without enough detail to find the service may be closed. We may share your report with our customer so they can fix the problem. We do not share your name or email unless you agree, the law requires it, or it is needed to deal with the report (for example in a copyright notice).

4. How we handle reports

We acknowledge reports automatically or by email, and review them within 24 hours. Reports of serious harm, such as phishing, malware, attacks or child sexual abuse material, are handled first.
We identify the service and, for most issues, ask our customer to fix it and reply within 24 hours.
If the customer does not act, or the harm is serious or ongoing, we act ourselves: removing or disabling access to content, blocking traffic, null-routing an IP address, suspending the service or the domain, or terminating the service.
We tell the reporter what we decided, where we can.
Where we suspect a criminal offence that threatens someone's life or safety, we inform the relevant authorities.

We are a hosting provider, not a court. Where content is not clearly illegal or against our policies, we may ask the parties to resolve the matter between themselves or through the courts.

5. If your service is reported

We tell you what was reported and what we need you to do. If we restrict your service or content, we explain what we did, why, and on what basis (the law or the policy concerned), unless the law or an investigation prevents it. You can ask us to review any decision by replying to our message or opening a ticket, and we will review it with someone not involved in the first decision where possible. You can also go to court or use any other route the law gives you.

6. Misuse of this process

We may ignore or deprioritise people who often send reports that are clearly unfounded.

Questions about this policy? Contact us or open a ticket in the client area.