Abuse Policy and Service Suspension Process

Abuse Policy and Service Suspension Process

At Erkmenhost, we are committed to providing a secure, stable, and high-performance network environment for all our clients. To protect this environment, we enforce a zero-tolerance policy against network abuse. This article transparently explains the process that is initiated when abuse originating from your server is detected.

Network abuse includes, but is not limited to, spamming, phishing, hosting illegal content, DDoS attacks, botnet activities, and any other action that violates our Terms of Service.

Clarification: Port 25 Block vs. Full Server Suspension

It is important to understand the difference between a simple Port 25 block and the full suspension process described in this policy.

• A Port 25 Block is a "first warning" for low-to-moderate spam activity. It only affects your ability to send email, while the rest of your server remains online. Its purpose is corrective. For this, please see our Port 25 Block Guide.
• This Suspension Policy is enforced in more severe cases, such as high-volume spam, repeated spamming after a port block, phishing, malware distribution, or other critical network violations. Its purpose is to immediately neutralize a threat to the network.

The Process for Detected Abuse

To protect our network and other clients, the following steps are applied automatically and without exception when a critical abuse event is detected.

Step 1: Immediate Service Suspension

When a critical abuse event that threatens our network's integrity (e.g., phishing, DDoS) is detected, the related VPS or Dedicated Server service is suspended immediately and without prior notice. This instant intervention is mandatory to prevent the spread of potential damage.

Step 2: Client Notification and Commercial Restrictions

Immediately after your service is suspended, you will be notified via a support ticket. Simultaneously, the following commercial restrictions are automatically applied to your account:

• The ability to renew existing services will be disabled.
• The ability to order new services will be blocked.

These restrictions will remain active until the review process is complete.

Step 3: Mandatory Account Verification Process

To proceed, you will be required to complete an additional account verification process in response to the support ticket. This is a critical step to confirm you are the legitimate account owner and are addressing the situation with the required seriousness.

• This verification may include providing a valid government-issued ID, proof of address, or other corporate documents.
• Failure to provide the requested documents completely will halt the process and may lead to the permanent termination of your account.

Step 4: Review, Decision, and Resolution Paths

After your account verification is successfully completed, our team will review the nature of the abuse and your account history to make a final decision. This review has two possible outcomes:

• Case A: Account Re-approval
  If the verification is successful and we receive sufficient assurance that the abuse will not be repeated:
  1. Your suspended server service will be reactivated, but only after it has been completely formatted (all data will be permanently deleted). Data recovery is not possible in this scenario.
  2. The commercial restrictions on new orders and renewals on your account will be lifted.
• Case B: Permanent Account Termination
  If the account verification fails, the provided information is insufficient, or the detected abuse activity is of an unforgivable nature, your account and all associated services will be permanently terminated. In this case, no refunds will be issued for any remaining service period.

Important Reminder of Client Responsibility

Please remember, as stated in our Terms of Service, you are 100% responsible for all activities conducted on your rented server and for securing it. Keeping your server software updated, using strong passwords, and taking appropriate security measures will minimize your risk of encountering such situations.