When someone reports abuse coming from one of your services, such as spam, phishing, attacks, scanning, malware or copyright claims, the report reaches our abuse team. This page explains what happens next and what we need from you.
How you are notified
We open a ticket in the abuse department of your organization, visible under Tickets in my.cubepath.com, and send you the notification by email. The ticket includes:
- The affected service and its IP addresses.
- The category of the report and when we received it.
- Who reported it (the name when the sender is verified, otherwise the sending domain) and their reference, when they gave one.
- The activity window, ports, protocols, URLs or hostnames, when the report includes them.
- An extract of the evidence, quoted from the report.
WarningThe evidence extract is quoted from a third party. CubePath will never ask you to log in or pay through a link inside it.
All open reports about the same service and category are grouped into a single case, so a repeated complaint is added to the same ticket instead of opening a new one.
What we need from you
Investigate the activity, stop it within 24 hours, and reply in the ticket with what you found and what you changed. You can reply from the dashboard or by answering the notification email. Please don't write to [email protected] about an open case: the ticket is where it's followed up.
Only owners, admins and members of the organization can answer an abuse ticket; the billing and viewer roles can read it but not reply. If you believe the report is wrong, say so in the ticket and explain why.
NoteMost abuse comes from servers that were compromised. CubePath does not manage what runs inside your server, so the investigation is yours. If you can't trust the system any more, back up what you need and reinstall it from a clean image before replying (reinstalling erases the disk, and it isn't possible while the service is suspended), and limit what is exposed with a firewall group. If the service is already suspended, reply in the ticket and we will tell you how to continue.
Suspension
If the activity continues, or we don't hear from you within the deadline, we may suspend the affected service. A suspension is decided by a person on our team, and you are told in the same ticket. In serious cases, for example an attack that affects other customers or our network, we can suspend the service without waiting for the 24 hours.
A suspension doesn't delete anything by itself: a suspended VPS is stopped, and a suspended dedicated server is cut off from the network. To restore the service, reply in the ticket with the measures you have taken.
Violations of the Terms of Service can lead to the suspension or termination of the service or the account.
When the case is closed
Once we confirm that the activity has stopped, we close the case and its ticket, and reactivate the service if it was suspended. If the service is also suspended for another reason, such as an unpaid balance, it stays suspended until that is sorted out. A new report about the same service later opens a new case.
Reporting abuse
To report abuse coming from a CubePath IP address, email [email protected] with the IP address, the date and time with its time zone (otherwise we read it as UTC), and the logs or other evidence you have.