Please note: This document is an English translation of the document found here. In the event of a conflict between the Russian version of this document and this translation, the Russian version shall prevail. Only the Russian version of this document found here is legally binding.
“Okay-Telecom” LLC provides a full range of hosting services, server rental, and server installation under the ATLEX brand.
This document describes possible cases of complaints about the services that ATLEX provides to customers, as well as the actions of ATLEX in relation to customers when receiving such complaints.
1. COMPLAINTS
1.1. In the case of complaints about the services rented by the Customer, ATLEX gives the Customer time to fix the complaint situation. Depending on the type of complaint, the time given can be up to 12 hours.
1.2. ATLEX has the right to block ports, outgoing traffic, or IP address immediately without prior notice to the Customer.
1.3. The Customer receives the notification of the complaint on the authorized e-mail and agrees to respond to it within the period specified in the notification, after which they eliminate the causes of the complaint by themself, and take measures to prevent such abuse in the future, of which they also have to notify ATLEX.
1.4. If the Customer receives three (3) or more complaints of the same type within one month for one of the services ordered by the Customer, access to services may be completely blocked, and/or data stored in the account will be deleted without possibility of recovery with or without further notice. Exceptions are spam complaints, where a service may be blocked after a second complaint of the same type, and botnet complaints, where the service or services are blocked instantly without the possibility of recovery.
1.5. A non-exhaustive list of possible complaints and actions taken by ATLEX technical support is given below:
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Alerts regarding Trojans. The receipt of such an alert means that the use of malicious software has been detected, which is used to abuse services without the Customer's knowledge: to send spam, post illegal content, perform network attacks, and other intrusions.
THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 12 HOURS. -
Notification regarding spamming. An alert means that the Customer is sending spam.
THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 12 HOURS. -
IP #. #. #. # has been added to the SBL. This alert means that the service's IP address has been blacklisted by The Spamhaus Block List service base, either due to it being the source of spam or due to other network threats.
THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 12 HOURS. -
Spamvertised website. This alert means that the site is advertised in spam messages and has been flagged as “spamvertised” by relevant services such as SpamCop.
THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 12 HOURS. -
DDoS Attack. An alert means that an outbound DoS/DDoS attack (intentional or not) is being performed through the service.
USUALLY, THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 2 HOURS. HOWEVER, DEPENDING ON THE INTENSITY OF THE ATTACK, THE IP ADDRESS OR PORT MAY BE BLOCKED IMMEDIATELY WITH FURTHER NOTIFICATION. -
Brute-force. The alert implies that a “brute force” attack (deliberate or not) is carried out through the service, i.e. cracking the credentials (logins, passwords, encryption keys, etc.) to third-party network resources through exhaustive efforts.
THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 2 HOURS. -
Phishing. This complaint implies that the Customer's site is intentionally (or not) used for fraudulent activities in order to gain access to confidential user data.
IF THE TECHNICAL SUPPORT SERVICE ASCERTAINS THAT THE CUSTOMER HIMSELF PLACED A PHISHING SITE, USING THE ATLEX SERVICE, THE SERVICE WILL BE BLOCKED WITHOUT THE POSSIBILITY OF RECOVERY. IN OTHER CASES, THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 12 HOURS. -
Phishing redirect. The complaint means that the service is used to redirect traffic to a phishing site.
AFTER RECEIVING SUCH A COMPLAINT, THE CUSTOMER IS NOTIFIED OF THE PROBLEM AND ALL OUTGOING TRAFFIC IS BLOCKED. THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 12 HOURS. -
An open recursive resolver is used for the attack. This complaint means that the service is used with an open recursive DNS resolver.
IN CASE THE TECH SUPPORT SERVICE ASCERTAINS THAT THE CUSTOMER HAS INSTALLED MALWARE ON THE SERVER BY THEMSELF, THE SERVICE WILL BE IRREVOCABLY BLOCKED. IN OTHER CASES, THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 12 HOURS. -
Copyright Infringement. This complaint implies that the copyrights related to the content posted through the ATLEX services have been infringed.
ATLEX does not have the right to decide on its own to resolve such third-party claims. A person who believes that material posted on the Customer's website violates that person's rights (in particular, trademark rights, trade name, other intellectual property, the name of a non-profit organization or government agency) should file a complaint through the appropriate judicial and law enforcement authorities or competent organizations (organizations that have such rights due to the nature of their business and contract) only.
This complaint is most common among projects such as torrents, online movie theater sites, sites selling brand replicas, and sites with adult content. AFTER ATLEX RECEIVES CLAIMS FROM THE COMPETENT JUDICIAL AND LAW ENFORCEMENT AUTHORITIES OR COMPETENT ORGANIZATIONS, THE CUSTOMER WILL BE GIVEN 12 HOURS TO RESOLVE THE PROBLEM. IF THE CUSTOMER IGNORES THIS CLAIM, AFTER THIS PERIOD, THE SERVICE WILL BE BLOCKED. -
Vulnerabilities. This alert means that the service used by the Customer has a number of critical vulnerabilities. Such alert does not threaten to block the Customer's services but requires attention for the operation of the service to remain stable. In addition, vulnerabilities can cause one or more of the types of abuse described above.
IN CASE OF COMPLAINTS RELATED TO SPAMMING, ATLEX TECHNICAL SUPPORT CAN BLOCK THE PORTS RESPONSIBLE FOR SENDING EMAILS AND BLOCK THE IP ADDRESS OF THE SERVICE. IN CASE OF COMPLAINTS RELATED TO PHISHING SITES, DOS/DDOS ATTACKS, AND DNS RECURSIONS, ATLEX TECHNICAL SUPPORT MAY BLOCK THE PORTS RESPONSIBLE FOR ACCESS TO THE SERVICE, AS WELL AS SUSPEND OUTBOUND TRAFFIC OR COMPLETELY BLOCK NETWORK ACCESS TO CUSTOMER IP ADDRESSES. -
Other actions aimed at carrying out unauthorized access attempts and network attacks unless the attack on a network resource is carried out with the explicit permission of the owner or administrator of that resource.
IN CASE THE TECHNICAL SUPPORT SERVICE ASCERTAINS THAT THE CUSTOMER HAS CARRIED OUT BY THEMSELF THESE ABUSES OF THE SERVICES PROVIDED BY ATLEX, THE SERVICES WILL BE IRREVOCABLY BLOCKED. IN OTHER CASES, THE TIME GIVEN TO THE CUSTOMER TO RESPOND AND RESOLVE THE SITUATION IS 12 HOURS.
2. INFORMATION NOISE (SPAM)
2.1. The Customer is informed and understands that in order to organize mass mailings through email and other forms of personal information exchange (including services of immediate delivery of messages such as SMS, IRC, etc.) by using ATLEX services, they will need to provide a link to the subscription form by Double Opt-In or website, through which addresses for mailing were / will be collected or are being collected, and to confirm the legitimacy of the origin of database addresses in correspondence with the support service.
2.2. In case of detection of the fact of spreading spam from the Customer's resource using ATLEX services, ATLEX has the right to immediately block the ports responsible for sending mail or IP address, from which is fixed sending spam, without prior notice to the Customer.
2.3. In the case of blocking, the Customer is notified of the violation to the authorized e-mail address and have to eliminate the causes of spamming within 12 hours, as well as to take measures to prevent such actions in the future, and also have to notify ATLEX in a reply letter.
2.4. ATLEX recommends that the Customer use DKIM signatures, SPF records, unsubscribe links, and other ways to reduce the spam score of their messages.
2.5. Spam includes:
- the distribution by the Customer of advertising information and other materials for promotional purposes without the prior consent of the recipient, including electronic messages containing a link to the site and calling to visit it;
- putting an email address on periodic mailing lists without the prior consent of the address owner (if subscribing to receive messages is a prerequisite for registering on the site, the user must be explicitly notified before providing their data, even if the messages sent by the system describe how to remove the address from the mailing list);
- the regular mailing of messages that do not contain a description of how to remove the address from the mailing list;
- the Customer sending other messages and commercial offers of dubious nature (for example, “pyramid schemes”, Internet earning systems, “chain letters”, etc.);
- supporting the execution of unsolicited mailings, linking servers and subnets with spam, technical support for servers, and DNS domains which are used for this purpose.
EMAIL FOR COMPLAINTS
abuse@atlex.ru