Reporting Abuse (Anti-Abuse Policy)

At EmailLabs (Vercom S.A.), we attach the utmost importance to maintaining the cleanliness and security of the email and SMS communication ecosystem. We have a zero-tolerance policy for all forms of abuse, including sending spam, phishing, distributing malicious software, and other activities that violate applicable law, our Terms of Service, and our Anti-Spam Policy.

What constitutes abuse in the context of EmailLabs services?

In accordance with our Anti-Spam Policy and Terms of Service, abuse includes, but is not limited to:

• Sending unsolicited commercial information (spam) to recipients who have not given prior, informed, and verifiable consent.

• Using purchased, rented, or otherwise illegally obtained mailing lists.

• Phishing attempts, i.e., impersonating other individuals, companies, or institutions to extort confidential data (e.g., login details, financial information).

• Distributing malicious software (malware, viruses, ransomware, etc.) via sent messages.

• Using false, misleading, or deceptive headers, subjects, or sender information.

• Lack of a functioning and easily accessible unsubscribe (opt-out) mechanism.

• Sending content that is illegal, hateful, discriminatory, defamatory, vulgar, or infringes upon the rights of third parties.

• Other actions that violate the integrity of EmailLabs systems, the security of other users or recipients, or generally accepted ethical standards of electronic communication.

How EmailLabs counteracts abuse? Our preventive and reactive measures are detailed in section How EmailLabs Protects Against Phishing and Abuse. Key elements include support for sender authentication mechanisms (SPF, DKIM, DMARC), infrastructure monitoring, detection systems, and account verification.

How to report suspected abuse?

If you have received an unsolicited message that you believe was sent in violation of our policies via the EmailLabs platform, or if you suspect other forms of abuse related to our services, please report it immediately. Every report is valuable to us and helps maintain the high standards of our services.

To report abuse, please send an email to the dedicated address:

[e-mail]

In your report, please include as much detail as possible to help us effectively analyze the situation and take action. In particular, please provide:

1. Full headers of the suspicious email message: Headers are essential to identify the source and path of the message. Instructions on how to obtain full headers can be found in the guide: What are email headers and how to check them?.
2. Content of the message: If possible, please forward the entire message as an attachment in .eml or .msg format. Alternatively, you can copy the message content.

3. Date and time the message was received.

4. Your email address (as the recipient).

5. A brief description of the reason for the report: Why you consider the message or activity to be abusive.

What happens after reporting abuse?

Our security and compliance team (Abuse Desk) analyzes every report. If a violation of our Anti-Spam Policy or Terms of Service is confirmed, we take appropriate action against the offending account. This may include a warning, temporary suspension of sending capabilities, or in extreme or repeated cases, permanent account blockage and termination of the agreement. Due to confidentiality and data protection obligations, we may not always be able to provide detailed feedback on actions taken regarding another user's account. However, we assure you that we treat every report seriously.

We also encourage our Clients to familiarize themselves with and adhere to the EmailLabs Anti-Spam Policy and the Services Agreement to ensure their mailings comply with best practices and legal requirements.

Thank you for your cooperation in maintaining high standards of electronic communication.