Question What is fair handling for abuse reports involving resellers?

[NiceNICDomainServerNiceNICDomainServer is verified member.]

Abuse reports can be awkward when a domain or site is managed through a reseller or agency.

The report may look domain-related, but the cause could be hosting, email, DNS, or website content.

What is the sensible process? Contact the reseller or host first where possible, but act directly if there is clear domain abuse or no response?

 

[HelmutsHelmuts is verified member.]

curious, what is your process? for us, have to admit, there isn't a set process > an email or support ticket comes in > we evaluate it > warn the user and ask to resolve it first, or, terminate the account in more severe cases.

 

[NiceNICDomainServerNiceNICDomainServer is verified member.]

curious, what is your process? for us, have to admit, there isn't a set process > an email or support ticket comes in > we evaluate it > warn the user and ask to resolve it first, or, terminate the account in more severe cases.

Thanks for sharing your process Helmuts.

Our process is similar, but the first thing we try to separate is domain abuse vs website/hosting/content issue. If it is clear DNS abuse, phishing, malware, or something with solid evidence, we act at the domain level. If it looks more like website content, hosting, email, or a customer-side issue, we try to reach the reseller/customer first and give them a chance to fix it quickly.

 

[AdminAdmin is verified member.]

What's the issue most of the time?