ZimHero Web Solutions Abuse Handling Policy
1. Introduction
ZimHero Web Solutions (“we,” “our,” “us”) is committed to providing a safe and reliable web hosting, email hosting, and domain registration service. This Abuse Handling Policy outlines our procedures for addressing complaints and incidents related to abuse. Our goal is to prevent and mitigate any misuse of our services while ensuring a secure and trustworthy environment for all our clients.
2. Scope
This policy applies to all services provided by ZimHero Web Solutions, including web hosting, email hosting, and domain registration. It covers issues such as spam, phishing, malware distribution, copyright infringement, and other forms of abuse.
3. Reporting Abuse
To report any form of abuse, please contact our Abuse Department via email at abuse@zimhero.com. Please include detailed information about the abuse, including URLs, email headers, logs, and any other relevant evidence.
4. Abuse Categories
Abuse may include but is not limited to the following categories:
1. Spam: Unsolicited bulk emails or messages.
2. Phishing: Fraudulent attempts to obtain sensitive information.
3. Malware: Distribution of malicious software.
4. Copyright Infringement: Unauthorized use of copyrighted material.
5. Network Attacks: DDoS attacks, port scanning, etc.
6. Hate Speech: Content that promotes violence or discrimination.
5. Investigation Process
Upon receiving an abuse report, we will:
1. Acknowledge Receipt: Confirm receipt of the complaint within 24 hours.
2. Initial Review: Conduct an initial review of the complaint and the evidence provided.
3. Investigation: Perform a thorough investigation, which may include contacting the client involved and requesting additional information.
4. Action: Based on the findings, we will take appropriate action, which may include:
– Warning the client
– Temporarily suspending the service
– Permanently terminating the service
– Notifying relevant authorities (if applicable)
6. Response Times
We aim to respond to all abuse complaints within 24 hours. The duration of the investigation and resolution will depend on the complexity of the case.
7. Client Responsibilities
Clients are responsible for ensuring that their use of our services complies with our Acceptable Use Policy and Terms of Service. Any client found to be in violation of this policy may face disciplinary actions, including service suspension or termination.
8. Appeals
Clients who believe their service has been wrongfully suspended or terminated may appeal the decision by contacting our Abuse Department. Appeals must be submitted within 7 days of the action and should include any relevant evidence or information.
9. Policy Updates
We reserve the right to update this Abuse Handling Policy at any time. Clients will be notified of any significant changes via email or through our website.
10. Contact Information
For any questions or concerns regarding this policy, please contact us at:
ZimHero Web Solutions
Email: abuse@zimhero.com
Phone: +263783778360