**1. Introduction**
At PT Milarian Datanet Digital, we are committed to providing a secure and reliable service environment for our customers. We take all abuse reports seriously and strive to resolve issues in a timely and efficient manner. This Abuse Handling Policy outlines the procedures for reporting, investigating, and resolving abuse incidents involving our data center and hosting services.
**2. Scope of Abuse**
Abuse may include, but is not limited to, the following activities:
- **2.1. Unauthorized Access**: Any attempt to gain unauthorized access to servers, networks, or other computer systems, including hacking and security breaches.
- **2.2. Spam and Email Abuse**: The use of our services to send unsolicited bulk emails or spam.
- **2.3. Phishing**: Attempts to fraudulently acquire sensitive information, such as usernames, passwords, or credit card details.
- **2.4. Distribution of Malware**: Hosting or distributing malicious software, including viruses, trojans, or ransomware.
- **2.5. Intellectual Property Infringement**: Hosting content that infringes on copyrights, trademarks, or patents without proper authorization.
- **2.6. Child Exploitation**: Any material or activity that exploits or harms minors in any way.
- **2.7. Harassment and Hate Speech**: Hosting or transmitting content that promotes harassment, violence, hate speech, or discrimination.
- **2.8. Network Abuse**: Overloading or disrupting networks, including denial-of-service (DoS) attacks or distributed denial-of-service (DDoS) attacks.
- **2.9. Illegal Activities**: Engaging in any activity that violates local, state, national, or international laws and regulations.
**3. Reporting Abuse**
**3.1. How to Report Abuse**
If you suspect or identify abuse of our services, please report it to us by submitting an abuse report via email to [abuse@[companyname].com] or through our abuse reporting portal at [website URL].
The following information should be included in the report:
- A detailed description of the abusive activity.
- Evidence supporting the claim (e.g., log files, email headers, URLs).
- Contact information for follow-up.
We will acknowledge receipt of the abuse report within 24 hours.
**3.2. Third-Party Reporting**
Abuse reports can be submitted by any third party, including law enforcement agencies, security researchers, or other affected individuals.
**4. Abuse Investigation Process**
**4.1. Initial Review**
Upon receiving an abuse report, our team will conduct a preliminary investigation to verify the legitimacy of the claim. We reserve the right to request additional information from the reporter if necessary.
**4.2. Investigation Timeline**
We aim to investigate and resolve abuse reports within the following timelines:
- **Urgent cases** (e.g., child exploitation, phishing, network attacks): Immediate action, with investigation typically completed within 24 hours.
- **Standard cases** (e.g., spam, intellectual property infringement): Investigation within 2-5 business days.
**4.3. Notification**
If the investigation reveals a legitimate violation of our Terms of Service, we will take appropriate action and notify the affected customer or account holder. Depending on the severity of the abuse, this may include:
- Requesting immediate removal of the abusive content or activity.
- Temporarily suspending the service or account.
- Permanently terminating the service or account.
In cases involving criminal activity or serious legal violations, we may report the abuse to law enforcement authorities.
**5. Abuse Resolution**
**5.1. Customer Cooperation**
Customers are required to cooperate fully during an abuse investigation. This includes responding promptly to requests for information and taking corrective action as necessary.
Failure to cooperate or address abusive activities in a timely manner may result in service suspension or termination without prior notice.
**5.2. Account Suspension**
We reserve the right to suspend an account or service immediately if it is determined that continued operation poses a significant risk to the security or integrity of our network or services.
**5.3. Account Termination**
For severe or repeated abuse violations, we may terminate the customer's account without the option for reinstatement. Any applicable fees and penalties may still be charged in accordance with the customer’s contract.
**6. Appeals Process**
If you believe that your account or service was suspended or terminated in error, you may submit an appeal by contacting us at [email protected] Your appeal should include:
- A detailed explanation of why you believe the suspension or termination was unjustified.
- Any supporting evidence that may assist in the review of the case.
We will review appeals within 3-5 business days and notify you of the outcome. The decision on appeals is final.
**7. Privacy and Confidentiality**
We respect the privacy of both the complainant and the customer involved in the abuse case. Information provided during an abuse investigation will be kept confidential to the extent permitted by law. However, in cases involving legal violations, we may disclose information to relevant authorities as required.
**8. Legal Responsibilities**
**8.1. Customer’s Responsibility**
As a customer, you are solely responsible for ensuring that your use of our Services complies with all applicable laws, regulations, and our Terms of Service. You are also responsible for the actions of any third parties that you allow to access or use your account.
**8.2. Service Provider’s Liability**
We are not liable for any damages or losses incurred as a result of abusive activities by customers or third parties. Our liability is limited as stated in our Terms of Service.
**9. Changes to the Abuse Handling Policy**
We reserve the right to modify this Abuse Handling Policy at any time. Updates will be posted on our website, and continued use of our Services after changes have been made constitutes acceptance of the updated policy.
**10. Contact Information**
If you have any questions or concerns about this Abuse Handling Policy or the reporting process, please contact us at:
PT Milarian Datanet Digital
+62 85669669045
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