Abuse Notices

Abuse notices inform you about problems related to your use of netcup products, such as copyright violations or exceeding storage space limits.

In the Customer Control Panel (CCP), you will find an overview of all abuse notices received under the menu item Abuse Notices. Click the Magnifying Glass Icon next to an abuse notice to get more information.

I Received an Abuse Notice. What Should I Do?

An abuse notice can have various causes, such as incorrect configurations, outdated systems, compromised login details, or attacks. You will also receive an abuse notice if your web hosting storage space has been exceeded.

Our team will review each case and contact you. In cases of acute danger, your products may be temporarily suspended. This is for your protection and the protection of other customers.

As an infrastructure provider, netcup must comply with legal regulations. In the event of a violation, it is your responsibility to ensure that it does not happen again.

Please respond immediately to any abuse notices you receive using the field provided.

What Should the Statement Include?

Write your statement in as much detail as possible to avoid further questions and complete the process quickly.

Include the following points in your statement:

• Describe the specific measures you have already taken, or specify the time frame in which you will take care of it.
• Make a binding commitment that you will not violate the terms and conditions in the future.
• Confirm that you have completely removed all harmful data.

Note that a message such as "Problem solved, please reactivate" is not sufficient. The responsible department needs up to 2 hours to process your request.

When Will My Abuse Case Be Processed?

The responsible department handles abuse cases Monday through Friday, from 10 a.m. to 6 p.m. (CET), except on public holidays. For emergencies outside of these hours, contact our 24/7 emergency support service at +49 721/75407555 (€40/15 minutes).

The department has a response time of 2 hours. If you submit your statement on Monday at 7 p.m., for example, you will receive a response by Tuesday at 12 p.m. at the latest.

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