Abuse tickets are opened to alert customers from abusive behavior detected in our network that is coming from a server or network devices involving a Netz0 user. Usually, this is an indication of a security incident like a compromised account or a rooted server. Abuse tickets are highly critical as they indicated a live threat from an unsecured system connected to our network running activities involved in a direct violation of our legal policies.
Abuse tickets should be responded immediately, and actions should be taking to neutralize or disconnected the involved account. Depending on the threat level and if the abuse staff considers pertinent under their own judgment, they may take actions to temporarily isolate, disconnected or stop further harm to its network until the customer is available to take measures.
Customers receiving an abuse ticket are informed with as much detail as possible about the incident so that they can transmit the relevant information to their server or site administrator. Netz0 also puts its own security staff available as well technical support if the customers prefer resolution directly by Netz0’s team.