PLEASE READ THIS POLICY DOCUMENT CAREFULLY. By using the website (“Website”) made available by PDN Proxy Domain Name LLC (“PDN”) or using one or more of the services made available via the Website (the “Services”), you agree to be bound by this issue reporting and escalation policy (the “Abuse Policy”). The Abuse Policy is hereby incorporated by reference into the PDN Terms of Service and is a binding legal contract entered into by you and PDN. Both you and PDN may be referred to herein individually as a “Party”, and collectively as the “Parties”. Capitalized terms not defined herein shall have the meanings prescribed to them in the Terms of Service.
1. DOMAIN NAME ABUSE AND ILLEGAL INFRINGEMENT REPORTING.
1.1 Reporting. To report abuse of a domain name registered on the Client´s behalf via PDN Services; or to report illegal activities on a domain name (“Domain Name”) registered with the Website (each referred to herein as an “Incident”); or to report any infringement of any third-party intellectual property rights, such as trademarks, trade names, copyrights; or to report any other illegal, offensive, or infringing content, act of terrorism, or acts that otherwise violate laws in any country or jurisdiction in which the Domain Name is accessible, contact firstname.lastname@example.org. All reports will be reviewed by PDN’s account managers. You will receive a reply within twenty-four (24) hours.
1.2 Incidence Follow-up. PDN shall make commercially reasonable efforts to provide resolution to a reported Incident within seventy-two (72) hours. If a resolution has not been reached that time, PDN shall contact you at a later date when more information is available.
1.3 Domain Name Termination. PDN may seek the assistance of the relevant authorities with respect to the review of any such reported Incident. Such reports may lead to the suspension and/or termination of the affected domain name.
2. ESCALATION. PDN is committed to providing our clients with great service to our clients, however sometimes things don’t go as planned. Follow these steps to escalate any issues that you may come across while making use of the Website or Services.
2.1 Escalation Process. If you are not, for any reason, satisfied with a response received from PDN, please contact email@example.com a detailed description of the issue (the “Issue”). You will receive a reply therefrom within twenty-four (24) hours.
2.2 Escalation Follow-up. PDN shall make commercially reasonable efforts to provide resolution to a reported Issue within seventy-two (72) hours. If a resolution has not been reached that time, PDN shall contact you at a later date when more information is available.
2.3 Rationale. Upon receiving a response, you may request additional information regarding the basis for PDN’s decision by sending a written request within five (5) business days to firstname.lastname@example.org requesting additional information.
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