Types of Abuse

Abuse may include but is not limited to the following:

• Spam: Unsolicited bulk emails or messages
• Phishing: Attempts to obtain sensitive information fraudulently
• Malware: Distribution of malicious software
• Copyright Infringement: Unauthorized use of copyrighted material
• Network Attacks: DDoS attacks, port scanning, etc.
• Hate Speech: Content promoting violence or discrimination

How to Report Abuse

To report abuse, please contact our Abuse Department via email at abuse@zimhero.com. Ensure your report includes:

• Detailed description of the abuse
• URLs, email headers, and logs (if applicable)
• Any other relevant evidence

Our Process

1. Acknowledge Receipt: We will confirm receipt of your complaint within 24 hours.
2. Initial Review: We will review your complaint and the evidence provided.
3. Investigation: We will conduct a thorough investigation, which may include contacting the involved parties for more information.
4. Action: Depending on the findings, we may:
   • Issue a warning
   • Temporarily suspend the service
   • Permanently terminate the service
   • Notify relevant authorities (if applicable)

Response Times

We aim to respond to all abuse complaints within 24 hours. The investigation and resolution duration will vary depending on the case’s complexity.

Client Responsibilities

Clients must ensure their use of our services complies with our Acceptable Use Policy and Terms of Service. Violations may result in service suspension or termination.

Appeals

If you believe your service has been wrongfully suspended or terminated, you can appeal by contacting our Abuse Department within 7 days of the action. Include any relevant evidence or information in your appeal.

For any questions or concerns, please contact us at:

ZimHero Web Solutions

Phone: +263783778360

Policy Updates

We reserve the right to update this Abuse Handling Policy at any time. Significant changes will be communicated via email or through our website.