This article outlines Trustnames procedures for handling spam reports, differentiating between its web hosting and domain registration customers. The process involves verifying reports, conducting investigations, and taking subsequent actions, ranging from temporary suspension to permanent restriction or domain disabling, depending on the service used and the severity of the spamming activity.
Key Takeaways
- Service-Specific Protocols – Trustname has distinct spam handling processes tailored for web hosting customers versus domain registration-only customers.
- Verification is Key – Trustname prioritizes verifying the authenticity of spam reports and the complainant's information before taking action.
- Web Hosting Consequences – For web hosting customers, verified spam leads to temporary account suspension, requiring a signed assurance for reinstatement; repeated violations result in permanent restriction.
- Domain Registration Limitations & Actions – For domain registration-only customers, Trustname cannot independently verify spam and relies on contacting the domain holder and hosting company. Verified spamming will lead to the domain being disabled and removed from zone files.
- Preventing Domain Re-registration – Trustname will not delete domains involved in spamming, but will hold them and remove them from zone files to prevent spammers from re-registering them elsewhere.
TABLE OF CONTENTS
How Trustname receives and handles spam reports depends on the service the potential spammer is using at Trustname.
For Web Hosting Customers
For potential spammers using our web hosting services or who have registered domains using our parking services, Trustname will follow these steps:
- Trustname verifies the complainant’s contact information and contacts them to explain the spam investigation process.
- Trustname identifies which of our services the potential spammer is using.
- If the potential spammer is our web hosting customer:
- Trustname will first verify that the report is authentic and well founded by reviewing the customer's mail log files.
- If Trustname confirms that the domain is being used to distribute spam, we will temporarily suspend the account and contact the registered holder.
[Component][Callout] Wrapper - Info Insert title here [Component][Callout] Title/Title with Icon -> The account will be reinstated only after the domain holder submits a signed statement that assures that they will no longer engage in spam.
[Component][Callout] Wrapper - Warning Insert title here [Component][Callout] Title/Title with Icon -> If we receive new spam reports that we verify to be authentic and violate the signed statement, we will permanently restrict the customer from using our services.
For Domain Registration Customers
For customers who are only using our domain registration service, Trustname will follow these steps to resolve spam reports:
- Trustname verifies the complainant’s contact information and contacts them to explain the spam investigation process.
- Trustname identifies which of our services the potential spammer is using.
- If the potential spammer is a domain registration customer:
- For domain registrations only, Trustname may not provide mail services, so we cannot independently verify the legitimacy of a spam report. Trustname will reach out to the domain contact and the web hosting company.The domain contact will need to respond within a specified timeframe to address the report and maintain an active domain status.
[Component][Callout] Wrapper - Warning Insert title here [Component][Callout] Title/Title with Icon -> To protect our customers, Trustname will maintain a record of complaints. After verifying that spamming activity is indeed occurring, Trustname will disable the domain registration, removing the domain from the zone files (and consequently, the domain’s web presence and any attached email service).
- If a Domain’s activities breach Trustnames Domain Registration Agreement, Trustname will place the domain on HOLD and change the username. We will also remove the domain from the zone files until the domain expires, until the registration is revoked, or the domain holder resolves the breach. We will not delete the domain at any time this is to prevent the spammer from re-registering the domain on another Registrar.
- For domain registrations only, Trustname may not provide mail services, so we cannot independently verify the legitimacy of a spam report. Trustname will reach out to the domain contact and the web hosting company.The domain contact will need to respond within a specified timeframe to address the report and maintain an active domain status.