Abuse Policy

We will look into and document all abuse reports that are sent to us. Where necessary, we may take measures if a breach of our terms of service is verified or when required if an activity contravenes the policies of ICANN or the relevant Registry. We may ask for more information from you about your report. However, please be aware that we might not be able to give you specific updates about your particular report due to privacy considerations. During our investigation, it might also be required for us to verify your complaint with our customer.

Procedure for Managing Abuse:

WHOIS INACCURACY

How to Submit the Complaint

• The complainant needs to complete the whois reporting form available at here
• Enter the domain name and describe the whois inaccuracy.
• Provide your name and email address where you wish to receive our response.
• Click send.

Process to Address Whois Inaccuracy Complaint

• Our Abuse team will email the Registrant of the domain name, requesting them to correct the whois details of their domain within 7 days.
• If the Registrant fails to update the whois details or provide the registrar with adequate proof to show that the current or updated whois details are accurate, the domain name will be suspended for whois inaccuracy after the 7-day period ends.

SPAM

How to Submit the Complaint

• The complainant needs to complete the spam reporting form available at here
• Enter the domain name and COMPLETE headers & body of the spam email. Message headers & body are essential proof of the spam, and without them, we cannot verify the complaint.
• Provide your name and email address where you wish to receive our response.
• Click send.

Process to Address Spam Complaint

• Our Abuse team will check the spam headers/body to determine the origin of the spam and the type of spam.
• In the case of a compromised/hacked domain or the first instance of promotional spam, a warning will be sent to the domain registrant. Repeated spam complaints will lead to the suspension of the domain.
• In cases of intentional phishing/419 scams/malware distribution, the domain name will be immediately suspended.

OTHER ABUSE (Phishing/419 scam)

How to Submit the Complaint

• The complainant needs to complete the abuse reporting form available at here
• Enter the domain name and the detailed complaint. The complaint should include details of abuse along with supporting evidence.
• Provide your name and email address where you wish to receive our response.
• Click send.

Process to Address Other Abuse Complaint

• Our Abuse team will review the complaint to determine the type of abuse.
• In the case of a compromised/hacked domain, a warning will be sent to the domain registrant. If the registrant fails to remove the unauthorized content, the domain name will be suspended.
• In cases of deliberate abuse such as phishing/malware/419 scams/child pornography, the domain name will be immediately suspended.

After submitting an abuse report, a ticket is generated in our centralized ticketing system to track reports. Each report has a unique ID, which is used for internal management purposes. After the investigation, this unique ID will be referenced to respond accordingly with our findings and any subsequent steps.

DATA REQUEST POLICY

1. Types of Requests. We receive the following types of requests regarding customer data:
   • Data Requests. A data request is a request for information or documents related to customer accounts in connection with official criminal investigations or other formal legal proceedings. Except in limited emergency situations (see below), we require data requests to be made through formal U.S. legal processes and procedures, and we respond to such requests as required by law. Examples of data requests include:
     • Subpoenas
     • Court Orders
     • Search Warrants
     • Legal processes received from outside the United States may require a Mutual Legal Assistance Treaty (MLAT) with the United States
     • Other forms of legal processes such as Civil Investigative Demands
   • Preservation Requests. A preservation request asks Samra Host to maintain customer account records in connection with official criminal investigations or other formal legal proceedings. Preservation requests must include the following information:
     • Identification of the account(s) at issue (as further described in Section 4 below);
     • Identification of the investigating agency and/or specific pending official proceedings (requests must be signed on law enforcement letterhead);
     • Assurances that the requesting agency or individual is taking steps to obtain appropriate legal process for access to the data that we are being asked to retain; and
     • A valid return email address and phone number.
   • Emergency Requests. An emergency request is appropriate only in cases involving imminent serious bodily harm or death. We respond to emergency requests when we believe in good faith that such harm may occur if we do not respond without delay.
     
     Notice to Customers. Our policy is to notify customers of requests for their data unless we are prohibited from doing so by statute or court order.
     
     Information to Include in a Request. The following information must be included in a request for customer data:
   • First and last name of the customer and email address associated with the account; and
   • Domain name and/or IP address associated with the account.
     
     We may not be able to respond to a request without this information.
     
     Additionally, we reserve the right to request a copy of the complaint and any supporting documentation that shows how the requested information is related to the pending litigation and the underlying subpoena.
      
2. Submitting a Request. All requests should be mailed or emailed to the following:
   
   Samra Host,
   Kiyani Market, Chaklala Avenue,
   Airport Road, Rawalpindi, Pakistan
   
   OR email us at: abuse@samrahost.com
   
   IMPORTANT NOTICE: IF YOU SEND US A MESSAGE OF ANY TYPE VIA EMAIL AND DO NOT GET A REPLY FROM US, PLEASE SEND A DUPLICATE COPY VIA POSTAL MAIL. DUE TO THE UNPREDICTABLE NATURE OF THE INTERNET AND EMAIL COMMUNICATIONS, INCLUDING BUT NOT LIMITED TO THE ISSUES OF SPAM AND THE POSSIBLE UNINTENDED IMPACT OF SPAM FILTERS, SENDING A SECOND FORM OF NOTICE WILL HELP ENSURE THAT YOUR NOTICE IS RECEIVED BY US AND ADDRESSED PROMPTLY.
    
3. Fees. We may seek reimbursement for costs in responding to requests as permitted by law and may charge additional fees for costs incurred in responding to complex or heavy requests.
4. Available Information. Depending on the type of formal legal process provided, we may respond with one or more of the following types of data:
   • Non-Content. We will provide non-content information such as basic subscriber details which may include the following subject to a valid request:
     • Name
     • Email addresses
     • Date and time of account creation
     • Billing information
     • IP Logs
   • Content. We will only provide customer content (such as website files and email content) in response to a valid search warrant from an entity with proper jurisdiction.