A client shared site suddenly serves a bank phishing page. A third party reports to abuse@ — no response in 72h. Registrar threatens domain suspension. Host suspends account without warning the agency publisher. Nobody has a playbook.
Abuse procedures (phishing, malware, spam, illegal content, copyright) link reporters, host (LCEN), and publisher. Without traceability — receipt, qualification, action, notification — you accumulate legal, reputational, and operational risk.
Recommended handling chain
Receipt via dedicated channel (abuse@) with auto-ack and timestamp. Qualification distinguishes confirmed phishing, spam, DMCA notice, criminally illegal content — different priorities.
Action may be targeted suspension, takedown, or proof request to publisher if doubt. Publisher notification uses contractual email and ticket; allow correction window if hacked. Closure archives log with DNS or HTTP before-after proof.
| Type | Urgency | Typical action |
|---|---|---|
| Active phishing | Immediate | Cutoff + log |
| Malware distribution | High | Account isolation |
| Outbound spam | High | SMTP block |
| Copyright | Medium | Notice + deadline |
Handling abuse via general support without dedicated ticket loses trace at first turnover.
Publisher and agency side
Monitor integrity (checksum, security tool, admin logs). Respond to host notifications within 24h. If data leak: GDPR breach notification procedure. Update legal notices if host changes.
Choose providers with public abuse page and documented internal SLA — see directory.
The peak: crisis without timeline
Decide and move forward without blind spots
Document your abuse runbook, whether publisher or host, with receipt, qualification, action, and notification steps. Test a fake internal alert to verify real delays. Align legal notice contacts and abuse@ address. Use compare tool if changing an opaque provider on this point.
Frequently asked questions
Where to send an abuse report?
To host abuse@ with URL, content nature, evidence, timestamp — not commercial support.
What deadline for the host?
Prompt action once illegality manifest; document receipt and actions taken.
Is the compromised site publisher responsible?
Often yes if account compromised; secure site and notify under GDPR if data leak.
Must abuse report logs be kept?
Yes — ticket, decision, operator, notifications sent, before-after proof.
A well-handled abuse report leaves a trace — not only a suspended account.