Serverius IT infrastructure is providing underlying infrastructure services without any hosting activities. Serverius is not a hosting provider as it has no data carrier hardware like servers or disk storage services under management (only our clients do). Serverius is only providing the parent data center colocation of client hardware and/or IP connectivity services that are used by clients to build their own infrastructure. Their services are used by millions of companies in the world. Therefore Serverius does not know what Serverius network users are hosting (it's technically impossible for us to see and forbidden by law) and Serverius is therefore not liable for what our customer hosts behind its own network and/or on his own infrastructure.
Serverius is handling an extremely strict policy to prevent abuse and illegal content - Serverius does not tolerate any abuse at all. We use a strict policy of banning the illegal distribution of copyrighted material, spam, viruses or any illegal activities. Serverius promotes a high level of responsible behavior in connection with respect to the rights of others and requires that users of Serverius services will do the same. Therefore Serverius is using a clear abuse handling policy. If you have identified that Serverius services are used by one of our clients in violation of applicable Dutch law and/or if you believe that your content has been used in any manner that infringes upon your rights, you are required to send an abuse notification directly to the IP responsible user entity. The procedure and requirements for the abuse notifications are set forth below.
We do not tolerate any illegal activities. In case something happens with an IP subnet that is used by one of our users (or a client of a user), we are required to follow the rules. In order to process a claim, please ensure your claim adheres to the Dutch law. This means you first must try everything within your power to get in contact with the infringing IP user (by using website contact information, domain name whois, etc.) and only if they do not reply or their reply is unsatisfactory for you, you can escalate the issue to the hosting provider (in most cases our client, the hosting provider).
To do so, you can send a clear email in plain text to firstname.lastname@example.org with proof and explanation of the abuse. Your email will automatically be forwarded by our system to the IP responsible company (in most cases the hosting provider), the Serverius user. Do not send attachments (to prevent it will be seen as a virus or hack attempt) but send your email in plain text. Please do not send your email to multiple addresses in the same email like email@example.com, firstname.lastname@example.org, email@example.com but ONLY to firstname.lastname@example.org (if you do, we will not receive your message and we cannot act). Send 1 email per IP subnet and do not forget to mention the abused IP in the body text (our email parser will need it to forward it to the right person). Send as much as proof as possible. Never forget to send the abused IP subnet information: without an IP it's technically impossible to help you with your request. When sending an email, never forget to provide your full details like First Name, Last Name, Company Name (if you have one), Email Address, Address, City, State/Region, Postcode, and Country.
Keep in mind that Serverius is not related to the IP usage and we have no outlook on what is hosted on the infrastructure of our clients. Serverius falls under Dutch law, so if you have not achieved the desired result for your complaint, you are required to go through the Dutch court system for a legal court order to take down any IP subnet or host that resides in the Serverius network. Therefore we advise you to keep it simple and first try to contact the IP user in a personal way. This usually gives the best and quickest results.
In case you do not get any reply from the IP users at email@example.com, you can send the Serverius abuse department your complaint together with all past communication to the IP subnet user and/or hosting provider (email address at the ripe database). You can use the ticket system for this or send it together with your first name, last name, company name (if relevant), email address, and phone number (if relevant) to firstname.lastname@example.org. Do not forget to include a clear copy of your past email communications with the IP subnet user when you send your claim to us (as an attachment) and do not forget to send clear information like IP subnets, personal client details, company names of the Serverius network user which is not responding. We need to see that you really tried to solve your abuse request in every possible way with the Serverius network user. Without this, Serverius is technically unable to help you because we need clear information in order to reach the IP user. Keep in mind that we really need to see you contacted the IP user (we prefer .pdf) and you need to give the IP user a minimal of 24 hours time to respond (because the IP user needs to have the ability to solve it). We will forward your request again to our client and ask him to contact you. This will not guarantee that the IP user will contact you about your complaint, but normally it will when we ask it. Please do not send your email to multiple addresses like email@example.com, firstname.lastname@example.org, email@example.com but ONLY to firstname.lastname@example.org (if you do, our email system may get confused which results in not receiving your message and therefore we will be unable to act).
Note 1: We understand that a Serverius client did not intend that the service is to be abused by someone else (e.g. a customer or customer’s customer). Still, the IP user (Serverius its customer) is managing the IP services ultimately and therefore responsible for anything related to or happening on its service, including sub-client usage, incoming or outgoing DDoS, or 3rd party software, its clients client usage, and so on.
Note 2: Nothing in this article should be construed as legal advice. For the definitive word on the law, legal help, etc. we highly recommend that you seek qualified legal advice.
Note 3: Always communicate in the English language ONLY.
Note 4: Never send abuse complaints directly to personal email addresses of the Serverius staff members (without a ticket number from the system Serverius is unable to reply) and never call about abuse to personal mobile telephone numbers of Serverius personnel.
Note 5: In case of external proxy services (like Akamai, Cloudflare, Incapsula, Stackpath) which could forward IP data traffic in the Serverius network, you first need to contact the proxy service (last IP hop of your IP trace) and request an abuse removal/block at the proxy service before you contact Serverius. Keep in mind that most of these proxy services will tell you they "only forward traffic from someone else’s hosting and therefore we cannot act" and they, therefore, will not disable their protecting service. This is irrelevant because if they stop the proxy service then the domain name is offline and the content is no longer served on the internet (regardless of the fact that they offer protection against the spread of abuse and illegal content).
Note 6: Due to the active abuse policy of Serverius in recent years, most abuse case content is not hosted within the Serverius network or in its data centers. In most cases, Serverius is only a link in between the hosted content and the content is outside Serverius, elsewhere on the Internet.
Note 7: This information is also published on the Serverius website: https://serverius.net/abuse