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Apologies for any confusion, Hen's post in this thread is our official response, and the email response in the first post was from a tech-on-duty who was misinformed.
As a large hosting company, it is impossible to know what all customers are doing at any given time, and therefore have to react to abuse notifications. We participate in several feedback loop systems to automate notification of abuse (eg AOL's feedback loop), and perform as much proactive monitoring as technology allows to detect such behavior.
ISPrime has a long history of being an industry leader in enforcing policies to reject abusive practices such as spam, malware, spyware, etc.
Once again, we regret this incident as reflecting our policy as being lenient on abusive behavior. We have terminated this customer's services, and we have re-enforced our policy of handling abuse tickets requiring additional oversight to prevent such an initial response to an ongoing investigation in the future.
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