Law Enforcement Guidelines

Last updated 15 October 2026

These guidelines explain how police, courts and other government authorities can ask serverserv for information about our customers, what legal process we require, and how we protect our customers' privacy when we respond. They apply to every request from an authority or a private party for customer data. They do not apply to reports of abuse, which go to our Abuse Policy.

1. Our approach

We respect our customers' privacy and we cooperate with valid legal requests. We disclose customer data only when we are legally required to, or when we believe in good faith that disclosure is needed to prevent an immediate risk of death or serious physical harm. Every request is reviewed. We may push back on requests that are too broad, unclear or not legally valid.

2. What data we hold

• Subscriber information: name, email, address, phone, account creation date, services and the IP addresses assigned to them.
• Billing records: invoices and payment history. Card numbers are held by our payment providers, not by us.
• Logs: client area login IP addresses and times, and network or security logs, kept for a limited time.
• Content: files, databases, websites and email stored on customer services. On unmanaged servers we do not have customers' passwords and we cannot read data they have encrypted.

3. Legal process we require

We follow the legal process of Canada. In general:

• Subscriber information and billing records require a valid subpoena, court order or equivalent legal demand.
• Content requires a search warrant or equivalent court order.
• Requests from other countries should be made through a mutual legal assistance treaty (MLAT) or another process that is legally binding on us.
• Private parties, such as lawyers in civil cases, must use a court order or subpoena valid in our jurisdiction. Copyright owners should use our Copyright Policy.

4. Emergency requests

If there is an immediate risk of death or serious physical harm, send an emergency request to [email protected] with "Emergency" in the subject, describing the emergency, the data needed and why it would prevent harm. We may disclose limited information without legal process in these cases.

5. Preservation requests

We will preserve specific data for 90 days on receipt of an official preservation request while the authority obtains legal process. Tell us the account, IP address or domain, and the period concerned.

6. Telling our customers

We tell customers about requests for their data before disclosing it, so that they can object, unless the law or a court order forbids it, or the request is an emergency. If notice was delayed, we tell the customer once the restriction ends.

7. How to send a request

Send requests by email to [email protected] or by post to serverserv, Toronto, Ontario, Canada. Include:

• the name of the authority, the officer's name, badge or ID number, official email address and phone number;
• the IP address, domain, URL or account concerned, and the date range;
• the specific data requested;
• the legal process, attached as a signed document;
• a deadline for response, if any.

We do not accept requests from personal email addresses. We may ask for reimbursement of reasonable costs of large or complex requests where the law allows.

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