Regarding distinguish different type of claims into different mail box.
Hi Colleagues: One question very much brother me is that we have setup different mailbox for different kind of abuse claims. But the claim reporter still sending everything to our main abuse mailbox. We want to use abuse@outsideheaven.com as network-related abuse mailbox, and copyrightclaims@outsideheaven.com as well as trademarkclaims@outsideheaven.com for its related issues. And legal@outsideheaven.com for crime activity claim that need attention immediately. By that way I can give only the copyright claim and trademark claim mailbox access rights to my lawyers, and they don't have to have the access to the abuse mailbox which contain lot of network abuse report as well(which often related to the detailed sensitive IP information). Vise-versa, my network engineer can focus on take down network abuse but not getting bothered with all the content-related claims. And my partner and I can focus only the most urgent claim but don't have to look every copyright/network abuse claims. We believe this idea can save us a lot of work load in the abuse related issues, and we have see all the other major provider such as godaddy taking the same actions. However, the claim reporter still tend to send everything to abuse@outsideheaven.com, even though we had made it very clear in our IP's whois information that all the other claim send to "abuse@outsideheaven.com" will be ignored. So I would appreciated if one of you have any knowledge to my following questions: 1. Can we ignore all the other claims sent to abuse@outsideheaven.com mailbox since we have made it clear in the whois? Will that make us a big legal trouble afterwards(my lawyer said we can not ignore the copy right claims send to network abuse mail box, but I want to hear your advice as well)? 2. How your guys deal with this problem? If all the abuse report send to single Email address, do your guys have someone just for clear up the mailbox and forward the Email to the right person? 3. Anyone have better idea to this problem other than this distinguish mail box way? I would thank if anyone can help in this issue, even just 2 cents of your thought will be very much appreciated. -- Kind regards. Lu This transmission is intended solely for the addressee(s) shown above. It may contain information that is privileged, confidential or otherwise protected from disclosure. Any review, dissemination or use of this transmission or its contents by persons other than the intended addressee(s) is strictly prohibited. If you have received this transmission in error, please notify this office immediately and e-mail the original at the sender's address above by replying to this message and including the text of the transmission received.
On 19 Jan 2012, at 18:32, Lu Heng wrote:
So I would appreciated if one of you have any knowledge to my following questions:
1. Can we ignore all the other claims sent to abuse@outsideheaven.com mailbox since we have made it clear in the whois? Will that make us a big legal trouble afterwards(my lawyer said we can not ignore the copy right claims send to network abuse mail box, but I want to hear your advice as well)?
You can't ignore them Legally speaking, at least under Irish and EU law, you would be "on notice" of something once you were in receipt of the report. What you might want to try doing is politely asking them to send the trademark issues to the designated alias / mailbox in future. A lot of the time, in our experience anyway, the same reporters crop up over and over and over.
2. How your guys deal with this problem? If all the abuse report send to single Email address, do your guys have someone just for clear up the mailbox and forward the Email to the right person?
All abuse@ emails go into our help desk system. If it's not an abuse issue then we can move it in the ticketing system to the appropriate department. If it needs to go for legal review the software we currently use allows us to export the ticket as a PDF and then we simply email it our legal counsel
3. Anyone have better idea to this problem other than this distinguish mail box way?
It depends on what you are using internally. We use a web based ticketing system for most of our customer service queries, so moving a "ticket" around the system isn't that much of a challenge. HTH Regards Michele Mr Michele Neylon Blacknight Solutions Hosting & Colocation, Brand Protection ICANN Accredited Registrar http://www.blacknight.com/ http://blog.blacknight.com/ http://blacknight.mobi/ http://mneylon.tel Intl. +353 (0) 59 9183072 US: 213-233-1612 UK: 0844 484 9361 Direct Dial: +353 (0)59 9183090 Fax. +353 (0) 1 4811 763 ------------------------------- Blacknight Internet Solutions Ltd, Unit 12A,Barrowside Business Park,Sleaty Road,Graiguecullen,Carlow,Ireland Company No.: 370845
Hi Lu Heng, if it is the same organization or a small set of organizations auto reporting copyright / DMCA claims etc to your abuse mailbox, you can always set up a filter to redirect all their email to your copyrightclaims / legal etc mailbox. That way your lawyers don't get to see your IP addresses and you don't get to waste your time on DMCA notifications. Easy isn't it? :) -srs On Fri, Jan 20, 2012 at 12:02 AM, Lu Heng <h.lu@anytimechinese.com> wrote:
1. Can we ignore all the other claims sent to abuse@outsideheaven.com mailbox since we have made it clear in the whois? Will that make us a big legal trouble afterwards(my lawyer said we can not ignore the copy right claims send to network abuse mail box, but I want to hear your advice as well)?
2. How your guys deal with this problem? If all the abuse report send to single Email address, do your guys have someone just for clear up the mailbox and forward the Email to the right person?
-- Suresh Ramasubramanian (ops.lists@gmail.com)
participants (3)
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Lu Heng -
Michele Neylon :: Blacknight -
Suresh Ramasubramanian