Abuse & Complaint Policy

1.1This Policy explains how SKPHost receives, reviews and responds to abuse and complaints relating to websites, hosting accounts, VPS, Dedicated Servers, reseller accounts and other applicable SKPHost services.

1.2Whether particular activity is permitted is governed by the SKPHost Acceptable Use Policy, Terms & Conditions and applicable law.

1.3A complaint does not by itself establish a violation or require automatic suspension or termination.

2.1All content hosted, uploaded, published, transmitted or distributed through a Customer service is the Customer’s responsibility.

2.2Customers are responsible for ensuring that their content and use of SKPHost services are lawful and that they hold any rights, licences or permissions required for that content.

2.3Customers are responsible for activity performed through their accounts, applications, credentials and authorised downstream users.

3.1Reports should identify the affected domain, hostname, IP address, URL or service and clearly describe the alleged abuse.

3.2Where relevant, the report should include timestamps, screenshots, logs, copyright information or other evidence reasonably necessary to investigate the complaint.

3.3Incomplete, unverifiable or purely general allegations may require additional information before SKPHost can take action.

4.1SKPHost may review whether the reported service is associated with SKPHost, whether sufficient information has been supplied and whether the allegation falls within an SKPHost policy or applicable legal requirement.

4.2SKPHost may request clarification or additional evidence from the complainant or Customer where reasonably necessary.

4.3SKPHost may prioritise reports according to severity, available evidence and potential harm.

5.1Customers are responsible for ensuring that Customer Content does not unlawfully infringe third-party copyright or intellectual-property rights.

5.2A copyright complaint should identify the protected work, the allegedly infringing material and the specific URL, domain, file or other location concerned. SKPHost may request reasonable evidence of ownership or authority.

5.3Receipt of a copyright complaint does not by itself constitute a final determination that infringement has occurred.

6.1Where SKPHost determines that a sufficiently supported copyright or abuse complaint requires Customer action, SKPHost may send an Abuse Notification to the email address registered with the Customer’s SKPHost account.

6.2The notice may identify the affected service or content, describe the complaint and state the corrective action required.

6.3Customers are responsible for keeping their registered email address active and for monitoring communications sent by SKPHost.

7.1The Customer must remove, disable or otherwise satisfactorily resolve the reported copyright or abuse issue within 24 hours from the time SKPHost sends the Abuse Notification email.

7.2After corrective action, the Customer should reply to the notification or contact SKPHost Support confirming that the reported issue has been resolved.

7.3Failure to read or receive a notice because of an outdated email address, full mailbox, spam filtering or another Customer-side issue does not automatically extend the 24-hour period.

8.1If the Customer does not take the required corrective action within the applicable 24-hour period, SKPHost may restrict or suspend the affected service.

8.2SKPHost may terminate the affected service where the violation remains unresolved, is sufficiently serious, or forms part of repeated violations, subject to applicable law.

8.3Removing reported material does not authorise the Customer to restore or republish the same material where doing so would continue the verified violation.

9.1SKPHost may act without waiting for the 24-hour period where required by applicable law, court or competent authority, or where reasonably necessary to address an urgent security, safety or infrastructure risk.

9.2Immediate protective action may include restriction, isolation, suspension or other measures appropriate to the affected service.

10.1Active phishing, credential theft, malware distribution, botnet activity, DDoS activity or another serious security threat may receive expedited review and immediate protective action.

10.2Where an incident appears to result from a compromised Customer service rather than intentional abuse, SKPHost may permit remediation where appropriate, but may temporarily restrict the affected service to stop continuing harm.

11.1SKPHost may investigate credible reports of spam, abusive messaging, unauthorised access, scanning, brute-force activity or other network abuse originating from a Customer service.

11.2SKPHost may consider relevant headers, IP addresses, timestamps, logs, sending patterns and other available technical evidence.

11.3Mail or network access may be restricted where reasonably necessary to stop continuing abuse or protect infrastructure and network reputation.

12.1Resellers are responsible for taking reasonable action when they become aware of prohibited activity by accounts or users operating through their reseller service.

12.2SKPHost may notify the reseller and request investigation or corrective action, or may directly restrict an affected downstream service where urgent action is reasonably necessary.

12.3Abuse by one downstream user does not automatically establish intentional wrongdoing by every account under the reseller.

13.1The abuse-reporting process must not knowingly be used to submit fabricated, manipulated or malicious complaints.

13.2SKPHost may disregard evidence that appears intentionally misleading and may restrict repeated knowingly false submissions where reasonably necessary.

13.3A good-faith complaint is not considered abusive merely because the allegation is ultimately not established.

14.1SKPHost services may depend on third-party datacenters, networks and upstream providers, which may send abuse notices or require urgent operational action affecting their infrastructure.

14.2SKPHost may take reasonable action necessary to comply with applicable upstream requirements or protect service continuity.

14.3SKPHost cannot guarantee that an independent upstream provider will delay emergency action while a Customer dispute is being reviewed.

15.1SKPHost may suspend or terminate an affected service for unresolved, serious or repeated abuse in accordance with this Policy, the Terms & Conditions and applicable law.

15.2SKPHost is not required to create, retain or provide a backup before suspending or terminating a service.

15.3Following termination, Customer data may be permanently deleted without backup or recovery, subject to any retention required by applicable law.

15.4Customers are solely responsible for maintaining their own current and independent backups of websites, files, databases, emails and other Customer Content.

16.1Requests from courts, government authorities or law-enforcement bodies may be handled according to applicable legal requirements.

16.2SKPHost may seek verification or clarification of a request where permitted and reasonably necessary, and may preserve or disclose information where required by applicable law.

16.3SKPHost may consider available server, network, authentication, account, communication or security records during an abuse investigation, but does not guarantee that every historical record will always be available.

17.1SKPHost provides hosting and infrastructure services and does not automatically create, control, approve or endorse Customer Content.

17.2Responsibility for Customer Content and its lawful use remains with the Customer, except to the extent applicable law imposes a non-excludable obligation on SKPHost.

17.3SKPHost may nevertheless take reasonable action after becoming aware of an issue where required by applicable law, SKPHost policies or legitimate infrastructure-security requirements.

18.1The Acceptable Use Policy defines prohibited or restricted use; the Terms & Conditions govern the overall Customer relationship; the Privacy Policy governs personal information; and this Policy governs the process for handling abuse reports and complaints.

18.2SKPHost may update this Policy to reflect changes in services, infrastructure, security procedures, abuse-handling processes or applicable requirements.

18.3The current version will display its latest revision date, and material changes will be communicated where required by applicable law or an applicable service agreement.