SoftLayer Policy Enforcement, also known as the Abuse Department, actively enforces SoftLayer’s Acceptable Use Policy by processing complaints received by SoftLayer customers, non-customers and government agencies. Managing abuse that impacts our customers and their users ensures the best possible service when it comes to our customer’s devices and IP reputation and also keeps our network and bandwidth speeds running at peak performance.
When abuse has been reported, our team is responsible for ticketing the specific documented issue with as much evidence as possible and will follow through with our customers to reach a permanent resolution. The Abuse Department is also able to assist with most blacklisting issues for recognized and reputable Real-time Blackhole Lists (RBLs) such as SORBS or Spamhaus. In cases where a listing cannot be removed by SoftLayer directly, such as third party email providers, we are able to provide assistance with confirmation on our customers’ behalf.
SoftLayer customers may contact our Abuse Department by opening an Abuse Ticket using the SoftLayer Customer Portal. Ticket response times for reports of abuse average about four hours. Tickets are updated when information is found and when action is taken by SoftLayer or required by the customer.
If you are not a SoftLayer customer but would like to report abuse pertaining to one or more devices or IP addresses on the SoftLayer network, please email our Abuse Department. Due to the volume of inquiries made via email to our Abuse Department, not all emails are able to be answered; however, all reports of abuse are researched by a member of our team, documented internally and resolved as quickly as possible, if necessary.