How to deal with abuse?

Question

Network administration

How to communicate with abusers? Who had problems and how to solve them? Is it possible to reach a compromise with them?

Answer 1

answer quickly
many and different
who forbids you to negotiate a compromise, show me it, I will be the first to throw a stone at it

Answer 2

Depends on the host. If we are talking about hetzner, then you must answer within 24 hours.
If there is an abuse on the file, delete the file.
If the abuse was forwarded with the mark "remove the site from our network" - it is better to delete the site.
If the abuse is about spam, then fix it and write what was fixed and how. If about holes in the software - update, write.
It is very rare to reach an agreement. Usually they don’t read anything there, turn off the server, then start to sort it out. The exception is "the file is not a virus, it's a goof detector." Then they check the file with their hands and write "yeah, leave it" or "no, we also think it's a virus", and the file has to be deleted.
If you can't fight outgoing spam right now - write something along the lines of "I found a script that sent spam, now I'm figuring out where it came from, then I'll unsubscribe again."
If there is an abuse on copyright about music / films, it’s better to delete it right away, in Germany this is strictly. If about the picture - you can, in general, wrestle if there are no watermarks. Although they once got to the bottom of me because of the picture and turned off the address of the virtual machine (fortunately, I climbed from the host machine and deleted it). And the other server received about two hundred abuses on separate files in 4 years (there is a file sharing service, everyone pours shit, but they don’t write to the abuser of the resource itself) - I delete it quickly, nothing has happened so far, pah-pah.