Acceptable Use and Abuse Policy

1. Scope

This policy applies to all MackNet services, customers, users and customer end users. Customers are responsible for activity conducted through their accounts and shall ensure their users comply.

2. Prohibited use

• Illegal content or activity, infringement of intellectual property or privacy rights, fraud, sanctions/export-control violations or activity endangering persons or public safety.
• Malware, phishing, credential theft, botnets, unauthorised cryptomining, exploitation, command-and-control or distribution of harmful code.
• Unauthorised access, scanning, interception, interference or denial of service against any network or system.
• Spam, unsolicited bulk messaging, forged headers, open relays or abusive forwarding.
• Activities that create disproportionate load, threaten shared infrastructure or evade technical limits.
• Hosting or distribution that violates applicable registry, Gcore, upstream-provider or software-licence rules.

3. Abuse reporting and response

Reports may be sent to abuse@macknet.eu. Customers must investigate and respond to MackNet abuse notices as soon as possible and no later than 24 hours, including weekends and public holidays, unless MackNet sets a shorter deadline for a critical threat. MackNet may suspend a service immediately where necessary to prevent harm, comply with law/upstream requirements or protect infrastructure.

4. Security testing

No penetration test, vulnerability scan, load test, red-team exercise or similar activity may target MackNet, shared infrastructure, upstream providers or other customers without prior written approval. The request must identify scope, source addresses, methods, time window, contacts and expected traffic.

Unannounced or out-of-scope testing may be blocked and handled as a hostile incident. The customer shall pay MackNet’s investigation, response, mitigation and restoration time at the applicable professional-services rate, including the one-hour out-of-hours minimum where applicable.

5. Customer security obligations

• Protect credentials and enable MFA.
• Patch customer-managed systems and applications promptly.
• Maintain backups where MackNet has not accepted backup responsibility.
• Report compromise, abuse, data breaches and suspicious activity immediately.
• Cooperate with evidence preservation, mitigation, KYC and lawful requests.

6. Domain and DNS abuse

MackNet may lock, suspend, redirect or disable domains/DNS records where required by law, registry policy, court/authority order, confirmed abuse or urgent security need. MackNet will act proportionately and inform the customer where permitted.

7. Enforcement

MackNet may warn, rate-limit, block, quarantine, suspend or terminate affected services and may pass through supplier, registry, investigation and restoration costs. Repeated or serious breaches may result in termination. Enforcement does not limit legal or contractual remedies.

8. Contact and appeals

A customer may respond to an abuse decision through abuse@macknet.eu with evidence and a remediation plan. MackNet will review the information but may maintain protective measures while risk remains.