We appreciate your vigilance
There are two routes, both reaching the same team: email us at [email protected] or open a ticket in the client area and choose the Abuse department. Use one of them, not both.
Which route to take
Write to [email protected] if you are not our customer or cannot sign in — anyone can use it. Open a ticket and pick the Abuse department if you are signed in; the thread then keeps the whole exchange, including anything we send back. Don't use both for the same issue; it slows us down.
We want to act right away
Disclose enough for us to act immediately. A report must include specific details to be processed: what happened, what you saw, the involved IP address or domain, the date and time with the timezone, and log lines, screenshots, or mail headers copied rather than described.
What to report
Report anything coming from our network that shouldn't: spam, phishing, malware distribution, network attacks, copyright infringement, or content that breaks the Acceptable Use Policy.
Use it as well to complain about us — the service, the billing, or the way a case was handled. How claims are considered, and in what time, is set out in the Claim Consideration Policy. See Agreements and policies.
For anything that is not a complaint / report — a server that will not start, an invoice you cannot pay — use the ordinary support route instead, see Support tickets. Sending it to Abuse will delay the process.
What happens next
You receive an acknowledgement, and the report is investigated against the policies above. Where a customer of ours is involved, we contact them; we do not disclose who they are to the reporter. If the case needs formal handling — a legal request, or a claim under the agreement — the Claim Consideration Policy sets out the process and the timescales.
Troubleshooting
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I sent a report and heard nothing
Check the address and your spam filter. If you used a ticket, it is in Support → Tickets whether or not the email arrived.
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I do not know which IP address is involved
Send the mail headers, the log lines, or the URL exactly as you have them. We can usually work back from those; we cannot work from a description.
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It is urgent — an attack is happening now
Say so in the first line, with the timestamp and the target address. Do not open several reports for the same event; add to the one you already sent.
Frequently asked questions
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Where do I report abuse at Advanced Hosting?
To [email protected], or by opening a ticket in the Abuse department in the client area.
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Can I report abuse if I am not a customer?
Yes. The abuse mailbox is open to anyone.
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How do I complain about the service itself?
The same two routes. How claims are considered and in what time is set out in the Claim Consideration Policy, published with our other documents.
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What should a report contain?
What happened; the IP address or domain involved; the date and time with the timezone; and the raw log lines or mail headers.
