Abuse

An abuse complaint is a report that one of your nodes or IP addresses is being used for abuse, such as attacks on other systems, spam, phishing, copyright infringement, or malware. You answer each complaint on a ticket in MyAccount.

How E2E tells you about a complaint

E2E tells you about a complaint by email and asks you to stop the activity at once. In MyAccount, the complaint appears in two places:

• Support lists an Abuse ticket for the complaint, alongside the tickets you raise yourself. You answer the complaint by replying on this ticket.
• Abuse Logs, under Settings in the side menu, lists the complaint with the node and addresses it is about, its type, and its status. From there you can download E2E’s report on the complaint as a PDF.

What happens if the activity goes on

Stop the activity as soon as E2E’s email arrives. If it is still going on more than 24 hours after that email, clause 9.2.3 of the Terms of Service lets E2E suspend your services. When the activity is a clear and present danger to E2E, its other customers, or anyone else, E2E can suspend or end your services at once.

E2E can block a single node or suspend the whole account. Each is a separate decision that E2E makes, and logging a complaint does neither. A blocked node loses its public network, so traffic to and from its public IP addresses stops. MyAccount refuses the node’s actions, including Access Console and deleting the node, until E2E removes the block.

Suspending the account for abuse stops its services. MyAccount then opens only the dashboard, which tells you how to contact E2E; Billing and Support do not open.

Where to start

If you have received a complaint, start with Respond to an abuse complaint. It covers finding the complaint in Abuse Logs, reading its report, and replying on the Abuse ticket. What counts as abuse explains what the Terms of Service prohibit, and how to deal with an attack, phishing, spam, or copyright complaint on a node.

If MyAccount refuses a node’s actions with Actions cannot be performed on abused VM, or E2E has suspended the account for abuse, see Troubleshooting abuse. The Abuse FAQ has short answers about tickets, blocked nodes, and the Terms of Service.