FIRST SERVER
Contact Us
This email address is reserved for complaints, abuse reports, network incidents and official requests from competent authorities.
Official requests and legal correspondence
Please use this email address for official requests, legal notices, formal complaints and correspondence from public authorities, law enforcement agencies, courts and authorised representatives. It is also our contact channel for privacy and data protection requests, abuse reports and network incidents.
To help us identify and review your request, please include:
- Your name, organisation (where applicable), contact details and the capacity in which you are contacting us.
- A clear subject line and a description of the request, including any case or reference number.
- The relevant service identifier, IP address or exact URL, together with dates, timestamps and time zone where relevant.
- The action requested, supporting documents and any applicable deadline. For requests made under legal authority, include the legal basis and documentation establishing that authority where appropriate.
For time-sensitive official requests, clearly state the urgency and the reason in your message. Please send only information necessary for us to assess the matter; do not include passwords, private keys or unrelated sensitive personal data.
Review of requests
We review requests according to their nature and applicable requirements. We may ask for clarification or proportionate verification of identity or authority before taking action or disclosing information. Sending an email does not by itself authorise disclosure of customer information or guarantee the requested action.
This contact channel does not replace a legally prescribed method of service or submission where one is required. Our registered company details are available in Company Information / Legal Notice.
Complaints, abuse reports and network incidents
We review all complaints, abuse reports and network incident reports during business hours and aim to respond as promptly as possible. Response times may vary depending on the nature and complexity of the matter and the information provided.
Please send complaints, abuse reports and reports of network or security incidents involving our infrastructure to [email protected]. This includes suspected spam, phishing, malware, unauthorised access, denial-of-service attacks, unlawful content and other misuse of our services, as well as connectivity or routing incidents.
Use a clear subject such as Abuse report, Network incident or Formal complaint, and include:
- The affected IP address, domain or exact URL. For network incidents, include source and destination IP addresses, ports and protocol where available.
- The date, time and time zone, whether the activity is ongoing, and its impact.
- A clear description of the issue and relevant evidence, such as log excerpts, email headers, error messages or traceroute results. Remove unrelated personal data and credentials.
- Your contact details for follow-up, where appropriate, and the action or resolution you are requesting. For an existing service, include its identifier and any previous ticket reference.
For suspected unlawful content, explain why you consider it unlawful and provide its exact location rather than attaching the material itself. Please state that the information in your report is accurate and complete to the best of your knowledge. Where applicable rules permit anonymous reporting, identifying details are not required.
If an incident is ongoing or time-sensitive, clearly mark it as Urgent and explain the immediate impact. Reports are assessed based on the available evidence; we may request further details and take appropriate measures under our Acceptable Use & Abuse Policy. A report does not automatically result in suspension or disclosure of customer information.
For a complaint about how a report or service issue was handled, include the previous correspondence or reference number and the outcome you are seeking so that we can review the matter.