Serviceinterruptions are always unpleasant, for the customer as well as for the provider.
When we receive abuses, we will usually forward them to the customer.
If a customer receives too many abuses in a short amount of time, we will limit the service to make sure the abusive behavior of the service will stop.
Depending on the chosen product, there is a difference after how many abuses we will limit the service. This is because different products are running on different networks and in different datacenters with different policies.
Depending on the chosen product, we might have to wait a specific amount of time before we can remove the service limitation to cool down the situation and to fulfill our obligations towards the datacenters.
If your service has been limited then you have two choices:
- Open a ticket and ask for a manual removal of the limit. We will do this one time. If you receive further abuses, the system will limit you again. In this case we will not remove the limit manually anymore.
- Wait until the system will remove the limitation automatically. This will happen if we did not receive further abuses within a defined timeframe. This timeframe is currently 7 days.
This all is to make sure the networks and IP quality stay high and no issues will arise with the datacenters.
We hope for your understanding regarding this.
