Reporting abuse

This document explains how RoyaleHosting handles abuse reports related to our services. We consider the prevention and resolution of abuse essential to keep our network safe, lawful, and reliable for everyone.

Introduction

Abuse incidents can harm other customers, threaten security, and damage infrastructure and reputation. RoyaleHosting encourages prompt reporting and takes proportionate action based on verifiable evidence.

How to report abuse

Send your report to abuse@royalehosting.nl.

Include the following information

• The IP address, domain name, or service identifier that is involved.
• The exact date and time of the incident, including time zone.
• A clear description of the alleged abuse.
• Supporting evidence such as relevant logs, screenshots, or packet captures.
• The observed impact, if applicable.

Reports that lack essential details may be delayed until sufficient information is provided.

What falls under abuse

For the purposes of this policy, abuse includes but is not limited to:

• Spam or unsolicited bulk email.
• Malware, phishing content, or other malicious software and frameworks.
• Network attacks such as DDoS, brute force, or unauthorized scanning.
• Anything that breaks our Terms of Service.
• Infringement of intellectual property rights under Dutch law.
• Hosting or distribution of illegal content under Dutch law.

RoyaleHosting often serves customers who provide services to their own users, such as downstream networks, VPN providers, or hosting companies. The end user who commits the abuse may not be our direct customer. Our contractual relationship remains with our direct customer, who is responsible for the lawful and acceptable use of their service.

Procedure for handling abuse

1. Upon receipt, we review the report to confirm that it contains sufficient and verifiable information.
2. We forward the report message to the responsible customer of the affected service.
3. Depending on severity, the customer has up to 24 hours to reply with remediation details or a justified request for more time.
4. If the customer fails to reply within the given timeframe, the service will be suspended until the issue is resolved.
5. We may request additional information or evidence from the reporter or the customer when needed to reach a resolution.

Importance of verifiable evidence and data access limits

Data we can access

• Network flow metadata such as sFlow that relates to our infrastructure.
• Publicly accessible content hosted on services that we can view without credentials.

Data we cannot access without cooperation

• Data inside a customer server or virtual machine.
• Password protected or encrypted content and private application data.

We rely on verifiable evidence. Without sufficient evidence, we may be unable to proceed with enforcement actions.

If your issue has not been resolved

If we acknowledged that abuse occurred and the customer claimed to have resolved it, but the abuse persists, you must submit a new abuse report. Reference the previous case, provide updated timestamps, and include fresh evidence that shows the issue continues.

Additional provisions

• Abuse reports and related communications must be in English.
• False or malicious reports may be rejected and could result in limitations on future submissions.
• Customers are encouraged to implement monitoring and logging to detect misuse by their own users early.
• Where services are resold or provided to downstream users, the direct customer must have processes to handle and propagate abuse notices promptly.

Questions about this policy: abuse@royalehosting.nl