Sanchit Solutions standard policy is to contact The Customer during which a violation of the AUP or TOS has occurred, however, Sanchit Solutions does reserve the right to suspend or terminate an account with or without notice at it’s own discretion. The Customer agrees to maintain up to date primary contact email information with Sanchit Solutions. The violation shall be listed in the Subject of the email sent from our abuse department (firstname.lastname@example.org). The Customer shall be given all appropriate details of the Violation as well as a time frame to correct the issue before action shall be taken. Once the email has been sent to The Customer, Sanchit Solutions will consider that The Customer has been notified. Sanchit Solutions reserves the right to use discretion on the amount of time given for a customer to correct the issue before action is taken.
For example: A violation containing a “Phishing” site is lodged against the customer, the offending files will be immediately disabled and the customer will be given 24 hours to clean and secure the site. If after 24 hours The Customer has not replied confirming they have taken action, further action may be taken such as suspending the individual site and/or suspending the entire VPS or Dedicated Server.
For example: A violation resulting in a “Spam” complaint. We shall investigate the complaint to determine how the spam is being sent. We shall provide a best effort analysis to locate the source of the spam. If for example it is being sent from a script, we shall attempt to disable that script and notify The Customer. If it is being sent from an individual account, if possible, we will attempt to disable password access to that account. We shall then notify the customer giving them 24 hours to investigate the complaint and provide a resolution to the abuse complaint. Should we be unable to isolate and/or disable the source of the “Spam” we may place a SMTP filter against The Customer’s service to prevent additional emails from being sent out until at which time a resolution to the issue is made. If after 24 hours no response has been received from the customer, additional steps may be taken to ensure the “Spam” has been stopped such as system wide SMTP filters, suspension of individual sites, disabling password access to certain accounts, disabling of scripts or as a final step suspension of all services.
For example: A violation resulting from “Resource Abuse”. We shall investigate the resource abuse and provide the Customer with a best effort analysis of the problem causing the resource abuse. At which time the Customer will be given a time frame to make the corrections to their code, scripts, mysql queries or software services running. If the issue is not corrected within the time frame given, Sanchit Solutions will then take further steps to ensure the stability of the network and servers and may take actions including but not limited to disabling plugins, themes, accounts, scripts, services and in reserves the right to issue a full service suspension depending on the severity of the issue based upon Sanchit Solutions’ judgment of the scenario.
None of the above examples are meant to be specific guidelines with regards to how each and every case may be handled. Sanchit Solutions reserves full rights to use it’s judgment and discretion in how each individual case is handled.