Abuse Tickets are opened to alert our clients of abusive behavior on a device. These tickets are generally the first indication of a security issue on the server, ranging from a rogue user to a server compromise, or "rooted" server. These tickets indicate the server is a live threat, defined as an unsecured server that is actively engaged in violations of our Terms of Service.
We understand that seeing abuse associated with your account can be worrisome. It is extremely important that you keep an open line of communication during the investigation and resolution of the abuse that was reported. Without confirmation of your ongoing progress to resolve the issue, we must assume the server is still accessible to the malicious user(s) and that further violations of our Terms of Service will occur. Lack of communication when attempting to reconcile abuse issues on a device may result to service interruption, in order to protect Woktron's infrastructure, network and other customers.
In most cases, the timeframe to resolve an issue is based on the severity and priority of the issue. Deadlines are provided in your Abuse Ticket and indicate the amount of time we allocate for you to resolve the issue. Please keep an open line of communication with our department to ensure we are aware that you are in the process of resolving the issue.