Abuse Handle Policy

Effective date: 15.09.2026

This section sets out the procedure for submitting and handling notices and orders in relation to measures applied by the Supplier (hereinafter the “Supplier” or “We”) to hosted content or user accounts

This Abuse Handling Policy (the “Policy”) defines the Supplier’s acceptable practices and procedures for handling notices submitted by any individual or entity (the “Claims”),

as well as lawful orders from national judicial or administrative authorities (the “Orders”), regarding the illegal content in connection with the use of the Supplier’s Services by the Supplier’s customers (“Customers”) or by any users who access the Services through Customer accounts (“Users”), including content accessed or distributed in cooperation with Customers.

The scope of this Policy and of the notice-and-action procedure described herein is determined by the classification of the relevant Service under Clause 9.1 of the Master Service Agreement; in particular, this Policy does not apply to the physical space, power, and cooling component of Colocation Service, with respect to which the Supplier has no access to or ability to view, store, or transmit any data residing on the Customer’s equipment.

Requests, Orders from Authorities, abuse reports should be submitted in writing via email available on our Contact page (marked “Complaints”).

Role and Statuses

We act as a provider of hosting and related services only. Thus, we (i) do not initiate our Customers’ content transmission; and (ii) do not select the receiver of the transmission; and (iii) do not select or modify the information contained in the transmission; and (iv) do not download, modify, edit, or control our Customers’ content or content of their end users, partners, etc. Furthermore, we shall not provide our Customers with any censoring, moderation, or other similar services concerning their content, normally we have no technical ability to do so.

Therefore, we cannot add, control, remove, or edit any site’s content.

We shall not bear any responsibility for any consequences regarding operations with our Customers’ content or online resources available. They are responsible for their websites, web resources, goods, services, or content, compliance with laws and regulations throughout all countries, territories, and jurisdictions in which they are accessible.

Usually we have the ability to contact Customers with the requirement to investigate a legal issue. But we cannot consider Claims and Orders on their merits.
Handling of Abuse Notices

We consider Claims in accordance with this Policy, as well as other internal documents and applicable law. If you find a web resource associated with Us is involved in any activity that violates Our Acceptable Use Policy or applicable law, please follow the guidelines below.
1. Verification of Service Affiliation. Before submitting a notice, please ensure that the website, server, or other resource referenced in your notice is hosted or otherwise provided through the Supplier’s Services. This may be verified by checking publicly available DNS or IP address information or by using publicly available hosting lookup tools. The Supplier is unable to process notices concerning services that are not provided by the Supplier.
2. Contacting the Owner. You can directly contact the website’s owner, using the contact information on the contact page of the website. Direct contact usually speeds up the consideration of the Claim.
3. Submission of Claims. You can submit a Claim using an email published on our website.
  
  IMPORTANT NOTE: CLAIMS MUST BE SUBMITTED VIA EMAIL. WE DO NOT GUARANTEE RECEIPT OR TIMELY ACTION FOR SUBMISSIONS MADE THROUGH OTHER CHANNELS. CLAIMS SUBMITTED BY PHYSICAL MAIL MAY BE ACCEPTED; HOWEVER, THEY MUST ALSO BE DUPLICATED BY EMAIL IN ORDER TO BE PROCESSED IN A TIMELY MANNER. Claims submitted through the mail only may receive a significantly delayed response, as they are not integrated in the automated abuse handling and tracking system. The Supplier shall not be liable for any delays resulting from Claims submitted by means other than email.
  
  Kindly ask You to send Us the detailed Claim with the evidence to support it (including URL or other identification of web resources), Your name, and the email address where you wish to receive our reply. You are encouraged to provide your name and contact information in particular to help prevent misuse of the reporting mechanisms. However, in certain cases (e.g., where safety or criminal matters require confidentiality), notices may be submitted without identifying information.
  
  You warrant that you have sufficient authority to claim and transfer information (including personal data) contained in the Claim.
  
  IMPORTANT NOTE: IN THE EVENT YOU SEND US A NOTICE OF ANY KIND VIA EMAIL AND DO NOT RECEIVE A RESPONSE FROM US, PLEASE SUBMIT A DUPLICATE COPY. DUE TO THE VAGARIES OF THE INTERNET AND EMAIL COMMUNICATION IN PARTICULAR, INCLUDING WITHOUT LIMITATION THE BURDENS OF SPAM AND THE OCCASIONAL UNINTENDED EFFECTS OF FILTERS, SENDING AN ALTERNATE FORM OF NOTICE WILL HELP ASSURE THAT YOUR NOTICE IS RECEIVED BY US AND ACTED ON IN A TIMELY MANNER.
4. Review Process. The Supplier will process all Claims and take action based on the information provided in accordance with applicable and relevant laws and regulations. Claims are subject to human review. Actions taken in response to Claims are generally subject to human review. Automated decision-making or artificial intelligence is not used for complaint resolution or for decisions.
  
  Usually, consideration of a Claim (containing complete and accurate information) takes 24 hours or more. Urgent cases may be resolved in less than 24 hours. This term does not include the period necessary to eliminate the violation. We may extend the consideration period depending on the amount of material to be analyzed, the necessity to require additional documents or information, or due to other circumstances, as well as the requirements of applicable law.
  
  If the information and evidence provided by You are insufficient, the Supplier may request missing or clarifying information (including documents required to confirm the legal authority or identification of the complainant) and pause the processing of the Claim until the requested information is provided.
  
  By sending a notice to Us, You authorize Us to transfer your Claim (if appropriate and not prohibited by applicable law), along with information about the complainant and all evidence attached to a relevant Customer who is likely to have committed a violation or has the factual reasons or legal basis to consider the Claim for review and explanation of their position, in order to clarify facts and gather additional information relevant to resolving the Claim. Any personal data contained in a Claim or Order, including the complainant’s identifying information, is processed by the Supplier in accordance with its Privacy Policy. Where such personal data is disclosed to the relevant Customer for the purposes described in this Clause, the Supplier relies on its legitimate interest (Article 6(1)(f) GDPR) in operating a fair, effective, and accountable notice-and-action procedure, and discloses only the information reasonably necessary for that purpose.
  
  Please be aware that We are not at liberty to freely disclose information about third parties. Such disclosure is possible if a person has allowed the transfer of information or as part of a legal process and at the request of the authorities.
  
  If a complainant frequently provides manifestly unfounded Claims, the Supplier may suspend the processing of all its Claims after a prior warning.
5. Response and Mitigation Actions. We usually send responses to Claims. The Supplier shall not be obliged to share the results or materials studied during the consideration of the Claim with the complainant, except as expressly provided by applicable laws.
  
  When the Supplier has actionable evidence that Services is being used for providing, publishing, or transmitting illegal content, the Supplier shall promptly take the appropriate mitigation action(s) that are reasonably necessary to stop, or otherwise disrupt, the Services from being used for it. Action(s) may vary depending on the circumstances, taking into account the cause and severity of the harm from the illegal content and the possibility of associated collateral damage. These actions may entail the restrictions mentioned in the Master Service Agreement or any applicable law (including, in some cases, without prior notice, suspending or terminating access to a whole or part of the Service).
  
  The Supplier will generally issue a prior warning before any suspension or termination, other than in exceptional cases or where the Supplier is otherwise legally required to take immediate action. When deciding on and applying such restrictions, the Supplier will act in a timely, diligent, non-arbitrary, objective, and proportionate manner.
6. Complaints Against Supplier Decisions. If You disagree with the Supplier’s decisions, You may lodge a complaint against it with the Supplier. The complaint must be lodged within six (6) months from the date on which the decision was communicated. To lodge the complaint, You will need to respond to the email informing of the decision in question and provide any additional context or information for the Supplier to reassess the decision. The Supplier will review your complaint and respond.
  
  You may also seek out-of-court dispute settlement through a certified body under the Digital Services Act and/or pursue judicial remedies before competent courts. This Policy does not limit any statutory rights available under applicable law.
Handling of Orders from Authorities

Upon receiving an Order from a judicial or administrative authority to act against specific content or to provide information about service recipients, the Supplier will promptly acknowledge receipt of the Order to the issuing authority.

The Supplier will review the Order and take any necessary actions required by law, including restricting or suspending the Services, or providing information, while ensuring that the actions are proportionate, necessary, and limited to the scope of the Order.

The Supplier will make reasonable efforts to ensure that the Order contains sufficient information to identify the content or recipients affected, the legal basis for the Order, the issuing authority, and available mechanisms for redress.

Where applicable, the Supplier will notify the affected Customers or Users about the Order and the measures taken, including a clear explanation of the reasons, the options for contesting or appealing the action, and the territorial scope of the Order, unless prohibited by law.
Handling of Government Data Request

We disclose Customer Data in response to a request from an Authority if the request is made through a valid and binding legal process recognized under the law applicable to Us (such as a court order or an administrative order issued by a competent Authority), or We are otherwise required to do so by applicable law. We reserve the right to seek clarification of any request We consider unclear, overbroad, or not properly issued. Where a request originates from an Authority of a third country and seeks the transfer or disclosure of Personal Data, We will only give effect to it on the basis of, and subject to, an international agreement (such as a mutual legal assistance treaty) in force between that third country and the Union or the relevant Member State, in accordance with Article 48 GDPR, or another valid legal basis recognized under applicable law.

Where the Supplier processes Customer Data as a processor within the meaning of Clause 4.10 of the Master Service Agreement, on the Customer’s behalf and under the Customer’s instructions, We may direct the requesting Authority to seek the requested Customer Data directly from the relevant Customer, We are not obliged to independently assess or respond to the merits of the request in place of the Customer.

Where legally permitted and where We consider it practicable, We may use reasonable efforts to notify the affected Customer of a request before disclosing its Customer Data. We are under no obligation to provide such notice, in particular where: (a) We are prohibited from doing so by order of the requesting Authority; (b) the request indicates an emergency involving imminent risk of death or serious physical harm to a person; or (c) providing notice would, in Our reasonable judgment, be inappropriate in the circumstances, including where the Customer’s own Account, Content, or conduct is the subject of the request.

We may, at Our sole discretion and without prior legal process, disclose Customer Data to an Authority where We reasonably and in good faith believe that disclosure is necessary to prevent an emergency involving imminent risk of death or serious physical harm to a person, to the extent permitted under applicable law.

We aim to disclose only the Customer Data that is specifically identified and lawfully required by the applicable legal process.
Record-Keeping and Reporting

The Supplier maintains internal records of all Claims and Orders, as well as actions taken in response thereto. Such records may be used for compliance reporting, audits, regulatory inquiries, or internal review to improve the effectiveness of the Supplier’s abuse-handling and enforcement processes.
Policy Updates

This Policy may be updated from time to time to reflect changes in legal requirements or operational practices. Material changes will be communicated to Customers where required by law. Continued use of the Services constitutes acceptance of the updated Policy.