Abuse Handling Policy

How to Report Abuse

If you have identified abuse originating from SpringRoute IP space, please send a report to:

abuse@springroute.net

To help us investigate efficiently, please include the following information in your report:

• Source IP address(es) involved
• Timestamps with timezone (UTC preferred)
• Description of the abusive activity
• Relevant log excerpts or evidence
• Your contact information for follow-up

Response Timeframes

• Acknowledgment — All abuse reports are acknowledged within 24 hours of receipt.
• Initial assessment — Reports are triaged and assessed within 48 hours.
• Critical incidents — DDoS attacks, active exploitation, and other urgent threats are addressed immediately upon verification.
• Resolution — Non-critical reports are typically resolved within 5 business days.

Investigation Process

1. Receipt and logging — Every report is logged with a unique reference number and timestamped.
2. Verification — We verify that the reported IP address or resource falls within our allocated space.
3. Customer notification — The responsible customer is notified and given an opportunity to respond and remediate.
4. Remediation — If the customer does not respond or fails to take corrective action, SpringRoute will intervene directly, up to and including null-routing or suspending the resource.
5. Closure — The reporter is notified of the outcome once the matter is resolved.

Escalation Procedures

If you are unsatisfied with the handling of your abuse report, or if the abusive activity continues after your initial report, you may escalate by:

• Replying to the acknowledgment email with additional evidence or context.
• Sending a follow-up to abuse@springroute.net with "ESCALATION" in the subject line.

Escalated reports are reviewed by senior network operations staff and prioritized accordingly.