Abuse notices inform you about problems related to your use of netcup products, such as copyright violations or exceeding storage space limits.
 

In the Customer Control Panel (CCP), you will find an overview of all abuse notices received under the menu item Abuse Notices. Click the Magnifying Glass Icon next to an abuse notice to get more information.

An abuse notice is generated when a potential security or system issue is detected. These include, among other things:

• incorrect configurations
• outdated systems
• compromised login details
• attacks on your system
• your web hosting has exceeded its storage limit

If such a problem is detected, you will be notified by the relevant department.
 

In the event of an immediate threat, your products may be temporarily suspended. This is for your protection and the protection of other customers.
 

As an infrastructure provider, netcup must comply with legal regulations. In the event of a violation, it is your responsibility to ensure that it does not happen again.

1. Click the Magnifying Glass Icon next to the abuse notice in the Customer Control Panel (CCP) and read the message carefully. It contains important information on how to proceed.
2. Before your product can be reactivated, you must clean up your system and submit a statement. If your product has been suspended, first request a maintenance window during which your product will be reactivated for a limited period of time.

1. Request a maintenance window using the Statement field.
2. Please note the following:
   • Maintenance windows can be scheduled at any time.
   • However, requests for maintenance windows can only be processed Monday through Friday between 10:00 a.m. and 6:00 p.m. (Europe/Berlin).
   • A notice period of at least 2 hours is required.
   • All times must be specified in the Europe/Berlin time zone.
   • If your request is submitted outside of processing hours, the setup will take place on the next business day.
   • For maintenance and analysis work, your server will be made available in the rescue system. Maintenance or reinstallation is only possible in this mode.
3. Without a specific time slot (date and time), no maintenance window can be set up. Immediate activation is not possible.

1. Once your maintenance window has been activated, perform the necessary system cleanup steps and resolve the issue that caused the suspension. This includes, for example:
   • Freeing up storage space
   • Removing corrupted or damaged files
   • Implementing appropriate backup measures
2. If you are unsure which steps are required, contact a qualified professional you trust. Please note that we cannot offer support in analyzing the cause or resolving the issue.
3. For servers: Your server is provided exclusively in the rescue system.

Once you have completed the steps above, open the abuse notice again in the Customer Control Panel (CCP) and submit your response.
 

Make your response as detailed and complete as possible to avoid follow-up questions and ensure quick processing.
 

Include the following points in your statement:

• Cause of the Compromise
  Provide a clear explanation of how the security incident occurred.
• Identified Security Vulnerability
  Explain which specific vulnerability was exploited (e.g., outdated software, insecure login details, or a vulnerable third-party plugin).
• Cleanup Measures Taken
  Provide a detailed list of the steps you took to clean up the system.
• Removal of Malicious Content
  Explicitly confirm that all malicious files, scripts, and redirects have been completely removed.
• Future Security Measures
  Describe the measures you will take in the future to secure your system long-term and prevent similar incidents.

Note that a message such as “Problem solved, please reactivate” is not sufficient. The responsible department needs up to 2 hours to process your request.

The responsible department handles abuse cases Monday through Friday, from 10:00 a.m. to 6:00 p.m. (CET), except on public holidays.
 

For emergencies outside of these hours, contact our emergency support service at +49 721/75407555 (€40/15 minutes).
 

The department has a response time of 2 hours. If you submit your statement on Monday at 7:00 p.m., for example, you will receive a response by Tuesday at 12:00 p.m. at the latest.

Quota Suspension