Abuse and Notice Procedure

This page explains how to report illegal content or abuse coming from services hosted by inSave Hosting, and how we handle reports. It is our notice-and-action mechanism under the EU Digital Services Act (Regulation (EU) 2022/2065).

1. Where to report

Send reports by e-mail to [email protected]. We accept reports in English, Ukrainian and Russian. Reports are received and logged around the clock.

2. What a notice about illegal content must contain

To let us act quickly, include:

1. The exact location of the content: the full URL, or the IP address, hostname and time of the activity.
2. A clear explanation of why you consider the content illegal, with the law or right concerned (for example, the copyright work and proof that you hold the rights).
3. Your name and e-mail address. You may leave them out only if the notice concerns child sexual abuse material or similar offences where the law allows anonymous reporting.
4. A statement that you believe in good faith that the information in the notice is accurate and complete.

A court order is not required. A notice that contains these elements is considered substantiated.

3. Spam, phishing, malware and network abuse

For technical abuse, include evidence we can verify:

• Spam: the full message with all headers.
• Phishing or malware: the URL, the sample or hash, and how you found it.
• Attacks, scans, brute force: source IP addresses, destination, timestamps with time zone, and log excerpts.

4. How we handle reports

1. We confirm receipt to the e-mail address you used.
2. Substantiated reports are reviewed within 24 hours. Reports of child sexual abuse material, active phishing, malware distribution and attacks in progress are handled as an emergency and acted on immediately.
3. We assess the report and, where appropriate, ask our customer to remove the content or fix the problem, or we restrict access to the content or suspend the service ourselves.
4. We tell you what we decided and, where possible, when it was carried out.
5. We tell the affected customer what was restricted and why, which notice or finding the decision is based on, and how to contest it, unless the law or an authority forbids it or the notice concerns deceptive high-volume commercial content.

We may forward your notice, including your name and contact details, to our customer so they can respond, unless you ask us not to and there is a good reason. We do not forward it when that could put you at risk.

5. Contesting a decision

A customer whose service was restricted can reply to the notification or open a ticket in the client area explaining why the decision should be reversed. An engineer who was not involved in the original decision reviews it and replies with the outcome. Customers and notifiers can also use out-of-court dispute settlement or go to court.

6. Misuse of this procedure

We may stop processing notices from people who repeatedly send manifestly unfounded notices, after warning them.

7. Threats to life or safety

If we become aware of information suggesting a criminal offence that threatens a person’s life or safety, we inform the competent law enforcement authorities without delay.

8. Points of contact for authorities and users

• Authorities of EU Member States, the European Commission and the European Board for Digital Services: [email protected]. You may write to us in Estonian or English.
• Users of our services and the public: [email protected] for reports, and the client area for customers.

Service provider: inSave Hosting OÜ, registry code 17479863, Kaupmehe tn 7-120, 10114 Tallinn, Estonia.