"unlawfully" is probably redundant, unless these are otherwise law-abiding cyber criminals. /pedant -----Original Message----- From: NANOG [mailto:nanog-bounces@nanog.org] On Behalf Of William Herrin Sent: Monday, August 29, 2016 9:28 AM To: Jason Lee <jason.m.lee@gmail.com> Cc: nanog@nanog.org Subject: Re: Handling of Abuse Complaints Dear Customer, Cyber criminals are using your network (and ours) to unlawfully attack other computers on the Internet. The specific security problem with your DNS server at 127.0.0.1 was first reported to you on Date1 (original message attached). Please be advised that we will interrupt network access to that server on Date2. This will likely disrupt your service. To avoid disruption, please contact me at Email with a mitigation plan no later than close of business Date3. I stand ready to assist any way that I can. Regards, Your Name On Mon, Aug 29, 2016 at 11:55 AM, Jason Lee <jason.m.lee@gmail.com> wrote:
NANOG Community,
I was curious how various players in this industry handle abuse complaints. I'm drafting a policy for the service provider I'm working for about handing of complaints registered against customer IP space. In this example I have a customer who is running an open resolver and have received a few complaints now regarding it being used as part of a DDoS attack.
My initial response was to inform the customer and ask them to fix it. Now that its still ongoing over a month later, I'd like to take action to remediate the issue myself with ACLs but our customer facing team is pushing back and without an idea of what the industry best practice is, management isn't sure which way to go.
I'm hoping to get an idea of how others handle these cases so I can develop our formal policy on this and have management sign off and be able to take quicker action in the future.
Thanks,
Jason
-- William Herrin ................ herrin@dirtside.com bill@herrin.us Owner, Dirtside Systems ......... Web: <http://www.dirtside.com/> This electronic mail transmission contains information from Warner Pacific Insurance Services that may be confidential or privileged. Such information is solely for the intended recipient, and use by any other party is not authorized. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this message, its contents or any attachments is prohibited. Any wrongful interception of this message is punishable as a Federal Crime. If you have received this message in error, please notify the sender immediately by telephone (800) 801-2300 or by electronic mail at postmaster@warnerpacific.com.