Abuse - Complaints management policy

Procédure

What is abuse?

An abuse is a complaint received by our services against a service that we host.

This may concern :

• Attempted phishing scam
• Sending of viruses
• Intensive spam from the same source
• Sending emails with illegal content (child pornography, racial hatred, homophobia, etc.)
• Attempt to break into a server or PC
• etc

To report abuse to a service we host, contact our abuse department.

Your complaint will be processed within 24 working hours (Monday to Friday, 8am to 6pm). You will then receive a response by e-mail following our decision.

Abuse - Complaints management policy

The policy for handling complaints varies according to the seriousness of the facts, the length of time the customer has been with us and the nature of the complaint.

In all cases, our abuse department carries out an in-depth investigation to verify the veracity of the facts alleged against the Customer.

If there is evidence of fraud, our team first analyses the customer file:

• The customer file shows invalid details: the services associated with the account are stopped (the Customer is notified by e-mail)
• The customer file shows valid details: the customer is warned of the facts of which they are accused (they then have 48 hours to take the necessary action).

If, after 48 hours, the fraudulent nature is still present, the services associated with the account are stopped (the Customer is notified by e-mail).

In the event of a second complaint, the services associated with the account are stopped without warning (the Customer is then notified by e-mail).

In all cases, the complainant receives the result of the analysis of his/her complaint within 24 working hours (Monday to Friday, 8am to 6pm).

My account has been suspended following a complaint against me. What should I do?

If your account has been suspended by our services, contact us so that our team can explain to you the actions to be taken in order to lift the suspension.