Below are the details we will need from you when investigating Internet abuse. Reports will not be investigated until these details are received. If any of the information listed below is missing from your report, please re-send the information.
We require the full header and content of the Email/Newsgroup post. The header enables us to trace the journey that an Email/Newsgroup post has made from the computer it originated from to the computer it was downloaded to. Please see below for instructions on retrieving full mail headers within Microsoft Outlook. If you use another mail client, Please check your providers support documentation for this information. Alternatively, you can forward Hetzner the entire message as an attachment so that we can retrieve the email headers.
To retrieve headers in Outlook (with the email not opened in your inbox):
To retrieve email headers from Outlook Express for Windows:
To retrieve email headers from Outlook Express for Macintosh:
Hetzner has virus monitoring systems in place equipped to pick up virus activity that could infect your email. If you have been infected locally i.e. on your PC or local area network, please note that Hetzner is unable to offer any support in their removal. We recommend that you install Anti-Virus software and ensure that it is updated regularly on your PC/ local area network.
If you would like to report an email virus that has not been detected by our virus monitoring systems, please include the following information in your complaint:
Important note: Do NOT open the attachment or click on any links in the email message as you could infect your system with the virus.
If you become aware of any web space hosted by Hetzner that is unlawful, then please follow the ‘Take-Down Notification’ request outlined below.
How to submit a take-down request:
According to section 75 of the Electronic Communications and Transactions Act (“the Act”) Hetzner has designated the Internet Service Providers’ Association (ISPA) as its agent, who are authorised to receive notifications of infringement as defined in Section 77 of the Act.
Hetzner kindly requests that you submit the complaint to ISPA where it will be dealt with accordingly.
ISPA’s contact details are as follows:
Postal address: PO Box 518, Noordwyk, 1687
Phone: +27 10 500 1200
Fax: 086 606 4066
Your take-down request must include the following information:
The ISPA will acknowledge receipt of your email, once you have submitted your take-down request to firstname.lastname@example.org. Please refer to the ISPA for further information on how the Take down request will be handled.
In terms of section 77(2) of the Electronic Communications and Transactions Act, any person who lodges a notification of unlawful activity with a service provider knowing that it materially misrepresents the facts is liable for damages for wrongful take-down.
If you’re aware of any web content hosted by Hetzner that you feel is in contravention of our Terms and Conditions or Acceptable Use Policy, please email us at email@example.com
If you discover that your Hetzner Management password has been compromised, it is crucial that you notify Hetzner immediately when first becoming aware of the incident.
In order to comply with our security policy, it is important that you fax Hetzner an incident report on your company letterhead together with a copy of your Identity Document, alternatively you can fax us a copy of your Company Registration document.
Once we receive your fax, Hetzner will notify you telephonically of your new Management password details.
Please note that if you believe your FTP and email passwords have been compromised, there is no need to contact Hetzner. Simply log into the konsoleH control panel with your Client number and Management password and update your FTP and email passwords. To find out how, simply log onto our Support Centre:
Where your report is based upon information obtained from a firewall, please ensure that you send the relevant unedited firewall log (or excerpt). Please ensure that the log includes the time, date and time zone.
If you see any other misuse on your own servers originating from a Hetzner IP Address, then please send us the following information: