First, do not worry. Most abuse issues can be solved quickly and even if you do not understand the security problem or have the knowledge to do so, Netz0 has staff available as an optional service that can take actions on your behalf. A lot of individuals and organizations do not have technical staff and rely entirely on Netz0 for their hosted IT services, including administration and security. Technical support is always free and optional security and server & site administration tasks are available at any time.
By default, we only inform the responsible customer about the incident so that actions can be taken. It is imperative to reply to all abuse incidents and keep an open line of communication during the investigation as well resolution. Customers are directly responsible for any misuse involving their services, including compromised servers, hacked web applications, spam email or other illegal activities done by third parties concerning their account.
Without proper communication and confirmation, we must assume the involved server is still accessible to malicious users. Lack of actions may result in service interruption to protect Netz0’s infrastructure, network and other customers.
Do not ignore Abuse Tickets. A customer with repeated abuse incidents unable to take actions in a prompt time may classify as a high-risk person and actions can escalate. Netz0 may reserve the right to provide any further services to persons they deem involved directly with illegal activities as stated in our legal terms of services.