Effective Date: 01 January 2026

1. Introduction #

This Abuse Policy (“Policy”) explains how ServerDots Ltd (“ServerDots”, “we”, “our”, or “us”) receives, investigates, and responds to reports of abuse involving our Services.

ServerDots is committed to maintaining a secure, reliable, and lawful hosting environment for our customers, network partners, and the wider Internet community. We take credible reports of abuse seriously and investigate them in a fair, timely, and proportionate manner.

This Policy forms part of our Terms of Service, Acceptable Use Policy, and any other applicable agreements governing the use of our Services.

2. Scope #

This Policy applies to all Services provided by ServerDots, including but not limited to:

• Shared Hosting
• WordPress Hosting
• Reseller Hosting
• Linux VPS
• Windows VPS
• Dedicated Servers
• Email Hosting
• Domain Registration
• SSL Certificates
• Website Builder
• Software Licenses
• DNS Services
• Any other hosting or internet-related services offered by ServerDots

It also applies to abuse reports submitted by customers, third parties, law enforcement agencies, intellectual property rights holders, network operators, registrars, upstream providers, security researchers, and members of the public.

3. What Constitutes Abuse #

For the purposes of this Policy, “Abuse” includes any activity that violates applicable law, our Terms of Service, our Acceptable Use Policy, or generally accepted standards for responsible use of Internet services.

Examples of Abuse include, but are not limited to:

3.1 Network Abuse

• Denial-of-Service (DoS) attacks;
• Distributed Denial-of-Service (DDoS) attacks;
• Network scanning without authorization;
• Port scanning of third-party systems;
• Packet spoofing;
• IP spoofing;
• BGP or routing attacks;
• Excessive network flooding;
• Abuse of DNS infrastructure;
• Open DNS resolvers;
• Reflection or amplification attacks.

3.2 Security Abuse

• Unauthorized access to computer systems;
• Brute-force attacks;
• Credential stuffing;
• Password cracking;
• Exploitation of known vulnerabilities;
• Malware distribution;
• Ransomware;
• Spyware;
• Botnets;
• Command-and-Control (C2) infrastructure;
• Backdoors;
• Web shells;
• Malicious scripts.

3.3 Email Abuse

• Spam;
• Unsolicited bulk email;
• Email bombing;
• Phishing emails;
• Business Email Compromise (BEC);
• Email spoofing;
• Open mail relays;
• Distribution of malicious attachments;
• Abuse of mailing lists.

3.4 Content Abuse

• Illegal content;
• Fraudulent websites;
• Identity theft;
• Financial scams;
• Counterfeit products;
• Copyright infringement;
• Trademark infringement;
• Distribution of malicious software;
• Child sexual abuse material;
• Terrorist content;
• Content prohibited under applicable law.

3.5 Platform Abuse

• Cryptocurrency mining where prohibited;
• Proxy abuse;
• VPN abuse;
• Hosting malicious files;
• File distribution intended for illegal activities;
• Resource abuse affecting other customers;
• Circumvention of security controls;
• Attempts to bypass account limitations.

The above list is illustrative only and is not exhaustive. ServerDots reserves the right to determine, acting reasonably, whether particular conduct constitutes Abuse.

4. Reporting Abuse #

ServerDots encourages customers, network operators, security researchers, rights holders, and members of the public to report suspected Abuse involving our Services.

Reports should be submitted through one of the following channels:

Primary Abuse Ticket Portal

Submit Abuse Report

Abuse Email

abuse@serverdots.com

Where available, ServerDots may also provide a dedicated Abuse reporting page or email address for Abuse reports.

Submitting reports through the designated Abuse channel helps ensure prompt investigation and appropriate handling.

I’d also include:

• Abuse reports should be submitted in English where reasonably possible.
• Duplicate reports may be merged.
• Automated reports may receive automated acknowledgements.

5. Information Required in Abuse Reports #

To assist our investigation, Abuse reports should include as much relevant information as reasonably possible.

Where applicable, reports should include:

• Domain name;
• IP address;
• URL;
• Date and time of the incident;
• Time zone;
• Description of the alleged Abuse;
• Screenshots;
• Relevant log files;
• Email headers (for email-related complaints);
• Copies of malicious messages;
• Evidence demonstrating the alleged Abuse;
• Contact information for the reporting party.

Incomplete reports may delay investigation or prevent ServerDots from taking appropriate action.

Knowingly submitting false, misleading, or fraudulent Abuse reports may result in those reports being rejected.

6. Investigation Process #

Upon receiving an Abuse report, ServerDots will review the information provided and determine whether additional investigation is required.

As part of our investigation, we may:

• Verify the reported information;
• Review relevant system logs;
• Analyse network activity;
• Contact the affected customer;
• Request additional evidence;
• Coordinate with upstream providers;
• Consult domain registrars;
• Work with law enforcement or competent authorities where appropriate.

Not every report will result in enforcement action.

ServerDots will assess each report individually, taking into account the available evidence, the seriousness of the alleged conduct, the potential impact on customers or third parties, and our legal and contractual obligations.

Where appropriate, customers may be given an opportunity to respond before enforcement action is taken. However, ServerDots reserves the right to act immediately without prior notice where reasonably necessary to protect its infrastructure, customers, or third parties.

6.1 Abuse Severity

ServerDots may classify abuse reports according to their severity and urgency.

Critical

• Child sexual abuse material (CSAM)
• Active phishing
• Malware distribution
• Ransomware
• Botnet command-and-control
• Active DDoS attacks
• Court orders
• Law enforcement requests

High

• Spam campaigns
• Copyright infringement
• Credential theft
• Fraudulent websites
• Large-scale scanning

Medium

• Resource abuse
• Misconfigured services
• Open relays
• Open DNS resolvers

Low

• Minor policy violations
• First-time reports
• Low-impact incidents

ServerDots aims to acknowledge Abuse reports as follows:

• Critical incidents: as soon as reasonably practicable.
• High priority incidents: generally within one business day.
• Standard Abuse reports: generally within two business days.

These timeframes are targets only and do not constitute a contractual guarantee.

7. Enforcement Actions #

Where ServerDots reasonably determines that Abuse has occurred, or where immediate action is necessary to protect our network, customers, or third parties, we may take one or more enforcement actions.

Depending upon the nature, severity, frequency, and impact of the Abuse, ServerDots may:

• Issue a warning;
• Request corrective action within a specified timeframe;
• Temporarily suspend the affected Service;
• Disable access to specific content or applications;
• Block ports or network services;
• Null-route or blackhole an IP address;
• Suspend or remove network connectivity;
• Restrict account functionality;
• Terminate the affected Service;
• Terminate the customer’s Account;
• Refuse future Orders;
• Notify upstream providers, registrars, or other service providers;
• Report unlawful activity to competent authorities where appropriate.

Enforcement decisions will be made at the reasonable discretion of ServerDots based on the available evidence, operational requirements, and applicable law.

Repeated or serious violations may result in immediate suspension or termination without prior warning.

8. Customer Cooperation #

Customers are expected to cooperate fully with ServerDots during any Abuse investigation.

Where reasonably requested, customers must:

• Respond promptly to Abuse notifications;
• Investigate the reported activity;
• Secure compromised systems;
• Remove malicious content;
• Stop any abusive activity;
• Provide requested information relevant to the investigation;
• Take reasonable corrective measures to prevent recurrence.

Failure to cooperate may itself constitute a violation of our Terms of Service and Acceptable Use Policy and may result in suspension or termination of the affected Services.

Customers remain responsible for all activity occurring through their Accounts unless they demonstrate that such activity resulted solely from circumstances beyond their reasonable control.

9. Emergency Response #

Certain incidents require immediate action to protect the integrity, security, or availability of ServerDots’ infrastructure or the wider Internet.

Examples include, but are not limited to:

• Active Distributed Denial-of-Service (DDoS) attacks;
• Ongoing malware distribution;
• Ransomware infrastructure;
• Command-and-Control (C2) servers;
• Active phishing campaigns;
• Large-scale spam campaigns;
• Rapidly spreading malicious code;
• Critical security incidents affecting other customers or third parties.

In such circumstances, ServerDots may immediately suspend, isolate, restrict, or terminate affected Services without prior notice.

Where reasonably practicable, customers will be informed of the action taken after the immediate threat has been mitigated.

Nothing in this section limits ServerDots’ right to take any additional protective measures reasonably necessary to safeguard its infrastructure, customers, or third parties.

10. Copyright and Intellectual Property Complaints #

ServerDots respects the intellectual property rights of others and expects its customers to do the same.

Copyright, trademark, or other intellectual property complaints should include sufficient information to allow ServerDots to identify the allegedly infringing material, including where applicable:

• The copyrighted or protected work;
• The allegedly infringing URL or content;
• Evidence of ownership or authorization;
• Contact details of the complainant;
• A statement made in good faith that the use is unauthorized.

Where appropriate, ServerDots may:

• Forward the complaint to the affected customer;
• Request additional information;
• Temporarily disable access to disputed content;
• Remove content where legally required;
• Suspend or terminate Services for repeated or serious infringement.

ServerDots does not act as a court of law and generally does not determine ownership disputes between private parties unless required by applicable law or a competent legal authority.

11. Law Enforcement Requests #

ServerDots may cooperate with law enforcement agencies, courts, regulatory authorities, and other competent governmental bodies where required or permitted by applicable law.

Requests should be submitted through the appropriate legal channels and should include sufficient information to identify the relevant customer or Service.

Where legally permitted, ServerDots may require:

• Official identification;
• Agency details;
• Applicable legal authority;
• Court orders, warrants, or subpoenas where required;
• Contact information for the requesting officer or agency.

ServerDots reserves the right to verify the authenticity of any request before disclosing customer information or taking enforcement action.

Nothing in this Policy obliges ServerDots to disclose customer information except where required or permitted by applicable law.

12. False or Malicious Abuse Reports #

ServerDots values legitimate Abuse reporting and encourages responsible disclosure of security and policy violations.

However, knowingly submitting reports that are false, misleading, fraudulent, or malicious undermines the effectiveness of the Abuse reporting process.

Where ServerDots reasonably believes that a report has been intentionally submitted in bad faith, we may:

• Reject the report;
• Request additional evidence;
• Decline future reports from the same reporting party;
• Report abusive reporting behaviour to relevant service providers or authorities where appropriate;
• Take any other action reasonably necessary to protect the integrity of our Abuse handling process.

The rejection of an Abuse report does not prevent the reporting party from submitting additional evidence or making a further report where new information becomes available.

13. Confidentiality and Information Sharing #

ServerDots will handle Abuse reports with due regard for privacy, confidentiality, and applicable data protection laws.

While we make reasonable efforts to protect confidential information, ServerDots cannot guarantee that the identity of a reporting party will remain confidential where disclosure is:

• Required by applicable law;
• Required by a court or competent authority;
• Necessary to investigate the reported Abuse;
• Necessary to protect the security of our network or Services;
• Necessary to protect the rights, property, or safety of ServerDots, our customers, or third parties.

Where reasonably necessary, ServerDots may share relevant information relating to an Abuse report with:

• The affected customer;
• Upstream infrastructure providers;
• Domain registrars;
• Network operators;
• Internet service providers;
• Security organizations;
• Payment service providers;
• Law enforcement agencies;
• Regulatory authorities;
• Other competent third parties involved in resolving the reported incident.

Information shared will generally be limited to that reasonably necessary to investigate, mitigate, or resolve the reported Abuse.

Nothing in this Policy requires ServerDots to disclose internal investigation procedures, security measures, risk assessment methods, or confidential operational information.

14. Limitation of Responsibility #

Although ServerDots investigates Abuse reports in good faith, we do not guarantee that every report will result in enforcement action or removal of the reported content.

ServerDots does not independently verify every allegation made by third parties and reserves the right to determine, acting reasonably, what action, if any, is appropriate in the circumstances.

Except where prohibited by applicable law, ServerDots shall not be liable for any loss or damage arising from:

• The submission of an Abuse report;
• Delays in investigating or responding to an Abuse report;
• Decisions to suspend, restrict, terminate, or restore a Service;
• Actions taken in good faith to protect our infrastructure, customers, or third parties;
• Reliance upon information provided by complainants, customers, upstream providers, or other third parties.

Nothing in this section limits any liability that cannot lawfully be excluded under applicable law.

Nothing in this Policy constitutes legal advice or creates any legal duty owed by ServerDots to any reporting party beyond those imposed by applicable law.

15. Changes to this Policy #

ServerDots reserves the right to amend, update, or replace this Abuse Policy at any time where reasonably necessary to:

• Reflect changes in applicable laws or regulations;
• Improve Abuse handling procedures;
• Enhance network security;
• Introduce new Services;
• Address emerging cybersecurity threats;
• Comply with contractual obligations imposed by suppliers or infrastructure providers; or
• Protect the legitimate interests of ServerDots, our customers, and the wider Internet community.

The latest version of this Policy will always be published on our Website.

Material changes may also be communicated through the Client Area or by email where appropriate.

Unless otherwise required by applicable law, amendments become effective upon publication.

16. Contact Information

Abuse reports should be submitted through the designated Abuse reporting channel to ensure prompt investigation.

Client Area

https://my.serverdots.com

Abuse Ticket Department

Submit Abuse Report

Support

support@serverdots.com

Recommended Dedicated Abuse Email

abuse@serverdots.com (recommended for future implementation)

For reports involving spam or email abuse, please include the complete email headers wherever possible. For network-related incidents, include the relevant IP address(es), timestamps (including time zone), logs, and any supporting technical evidence.