Rules for Handling Complaints

1. Purpose

This document describes the rules and procedures for handling Complaint Notifications received from INTROSERV.

2. General Rules

Complaint handling must follow these principles:

• Respond within the timeframe specified in the notification
• Take the complaint seriously regardless of its source
• Investigate before responding
• Document all actions taken
• Communicate through the official ticket system
• Never ignore a Complaint Notification

3. Response Timeframes

Standard response requirements:

• Regular complaints – respond within 24 hours
• High-severity complaints (DDoS, active malware, phishing) – respond immediately or within 4 hours
• Copyright claims (DMCA) – respond within 24 hours
• Data center escalations – respond within the timeframe specified (usually 2–12 hours)

4. Required Actions

When handling a complaint, the customer must:

1. Acknowledge receipt – confirm in the ticket that you have received and understood the complaint.
2. Investigate the issue – check the affected server or IP address, review logs, running processes, and network activity.
3. Identify the root cause – determine what caused the violation: malware, compromised account, outdated software, misconfiguration, or unauthorized access.
4. Apply immediate mitigation – if the violation is ongoing, take temporary measures: disable affected services, block suspicious ports, stop outgoing mail, or isolate the compromised component.
5. Resolve the issue permanently – remove malicious files, terminate unwanted processes, update software, patch vulnerabilities, change compromised credentials, and secure access.
6. Document the resolution – provide a summary of findings and actions in the ticket, include relevant evidence: log excerpts, screenshots, or configuration changes.
7. Confirm completion – state that the issue has been resolved and the violation has stopped.
8. Implement preventive measures – take steps to prevent the issue from recurring.

5. Communication Rules

All communication regarding complaints must follow these rules:

• Use only the official ticket system for correspondence
• Write in clear, professional language
• Provide specific technical details
• Respond to follow-up questions promptly
• Do not close the ticket until INTROSERV confirms resolution
• Keep all communication in a single ticket thread

Prohibited actions:

• Ignoring the notification
• Responding outside the ticket system (email, chat, phone)
• Providing false or misleading information
• Closing the ticket without resolution
• Deleting evidence before investigation

6. Evidence Requirements

When responding to a complaint, include:

• Timestamp of when the issue was discovered
• Description of the violation cause
• List of affected systems or IPs
• Actions taken with timestamps
• Evidence of resolution (logs, screenshots)
• Preventive measures implemented

For copyright complaints (DMCA), also provide:

• Confirmation that infringing content has been removed
• Steps taken to prevent re-upload

7. Escalation Scenarios

Certain situations require escalation to INTROSERV:

• You cannot identify the source of the violation
• The complaint appears to be incorrect or fraudulent
• You need additional time to resolve a complex issue
• The violation originated from a third party with access to your server
• You require technical assistance from INTROSERV

To escalate, respond in the ticket explaining the situation and requesting assistance.

8. Consequences of Non-Compliance

Failure to follow these rules may result in:

• First violation – warning and extended deadline
• Missed deadline – IP address suspension or traffic filtering
• Repeated violations – temporary service suspension
• Continued non-compliance – permanent service termination
• Severe violations – immediate suspension without prior notice

9. Dispute Procedure

If you believe a complaint is incorrect:

1. Respond to the ticket within the standard timeframe.
2. State that you are disputing the complaint.
3. Provide evidence supporting your position: logs, configurations, third-party verification.
4. Wait for INTROSERV review before taking further action.

Do not ignore the complaint while disputing it. The deadline still applies.

10. Best Practices

To handle complaints effectively:

• Monitor your notification email regularly
• Set up alerts for ticket system messages
• Maintain detailed server logs (retain for at least 30 days)
• Keep software and systems updated
• Implement proactive security monitoring
• Have a documented incident response plan
• Know your server infrastructure and normal traffic patterns