Domain abuse and complaint escalation policy
Updated March 13th, 2024
PLEASE READ THIS POLICY DOCUMENT CAREFULLY. By using the website (“Website”) made available by Marcaria., or using one or more of the services made available via the Website (the “Services”), you agree to be bound by this abuse and complaint policy (the “Abuse Policy”). The Abuse Policy is hereby incorporated by reference into the Marcaria General Terms and Conditions and is a binding legal contract entered into by you and Marcaria. Both you and Marcaria 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 within the Marcaria General Terms and Conditions.
1. DEFINITIONS
1.1. Abuse of a Domain Name. refers to any unauthorized or prohibited use of a domain name registered through our services, including but not limited to phishing, malware distribution, trademark infringement, and spamming.
1.2. Illegal activity on a domain name. Encompasses activities that violate applicable laws and regulations, such as copyright infringement, fraud, and illegal content distribution.
2. DOMAIN NAME ABUSE REPORTING.
2.1. Reporting. To report abuse of a domain name registered to you via the Services; or to report illegal activity on a domain name registered with the Website (each referred to herein as an “Incident”), contact [email protected]. All reports will be reviewed by Marcaria’s account managers. You will receive a reply within twenty-four (24) hours.
2.2. Incident Follow-up. Marcaria shall make commercially reasonable efforts to provide resolution to a reported Incident within seventy-two (72) hours. If a resolution has not been reached by that time, Marcaria shall contact you at a later date when more information is available.
2.3. Domain Name Termination. Marcaria 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.
2.4. Records. Marcaria.com maintains detailed records of all abuse reports and complaint escalations, including the nature of the issue, actions taken, and resolution status. These records are securely archived for a minimum of two years and are made available to ICANN upon request. Marcaria respects the confidentiality and privacy of individuals involved in abuse reports and complaint escalations. Information provided in reports and complaints will be handled confidentially and disclosed only to authorized personnel involved in the investigation and resolution process.
3. COMPLAINT ESCALATION.
3.1. Escalation Process. In the event of a dispute regarding the handling of an abuse report or complaint escalation, Marcaria will engage in a transparent and fair resolution process, which may involve mediation or arbitration by a neutral third party. If you are not, for any reason, satisfied with a response received from a Marcaria representative, please contact [email protected] with a detailed description of the issue (the “Issue”). You will receive a reply therefrom within twenty-four (24) hours.
3.2. Escalation Follow-up. Marcaria shall make commercially reasonable efforts to provide resolution to a reported Issue within seventy-two (72) hours. If a resolution has not been reached by that time, Marcaria shall contact you at a later date when more information is available.
3.3. Decision Rationale. Upon receiving a response from [email protected], you may request additional information regarding the basis for Marcaria’s decision by sending a written request within five (5) business days to [email protected] requesting such additional information.