Abuse Handling Policy

1. Receiving reports

Abuse reports can be submitted to:

abuse@clearstack.nl

Reports may concern suspected illegal content, security incidents, network abuse, spam, phishing, malware, intellectual-property infringement or violations of our Acceptable Use Policy.

2. Assessment

We assess reports according to the information available to us.

Depending on the report, we may consider:

• the specificity and credibility of the information supplied;
• the location and nature of the reported activity;
• applicable law;
• our Terms of Service and Acceptable Use Policy;
• the potential impact on third parties or our infrastructure;
• the customer's previous abuse history; and
• the urgency and severity of the reported activity.

A report does not by itself establish that a customer has violated the law or our policies.

3. Customer involvement

Where appropriate, we may contact the customer and request information, clarification or remediation.

We may allow a reasonable period for remediation depending on the nature and severity of the matter.

We may not provide advance notice where immediate action is reasonably necessary or where notification is prohibited or restricted by law.

4. Immediate action

We may take immediate technical or contractual measures where an activity presents an immediate or serious risk.

These measures may include:

• traffic filtering;
• null-routing;
• isolation;
• disabling a service;
• suspension;
• termination;
• preservation of relevant information; or
• notification of competent authorities.

Examples include active attacks, large-scale phishing or malware operations, serious compromise of third-party systems, or other activity presenting an immediate risk to people, systems or networks.

5. Illegal content

Where we receive a sufficiently specific notice concerning potentially illegal content, we assess the notice and take appropriate action in accordance with applicable law and our legal obligations.

ClearStack does not generally monitor all customer content proactively. The nature and extent of any monitoring or technical detection depends on the service, security requirements and applicable law.

6. Law-enforcement and authority requests

Requests from competent authorities are handled through our designated authority contact point.

We assess requests according to the applicable legal framework and may be required to disclose information, preserve information or restrict access to content or services.

Where legally permitted, we may notify affected customers.

7. Appeals

Customers affected by enforcement action may contact us at:

abuse@clearstack.nl

An appeal should identify the affected service, the action being challenged and any relevant information or evidence.

Appeals are reviewed according to the circumstances and applicable law. An appeal does not automatically suspend an enforcement measure.

8. Good-faith reporting

We ask reporters to provide accurate, specific and sufficiently detailed information.

False, deliberately misleading or abusive reports may be disregarded.

9. Contact

Abuse: abuse@clearstack.nl