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 and Where to Report Abuse or a Security Incident?

To ensure the fastest and most effective response, please direct your report to one of our specialized teams, depending on the nature of the issue.

When to contact the Abuse Team?

Contact our Abuse Team if your report concerns a violation of our terms or policies by an EmailLabs platform user. This includes, in particular, situations where:

• You have received unsolicited commercial information (spam) from one of our customers.

• The message lacks a functional unsubscribe (opt-out) link.

• The content of the message is illegal, hateful, discriminatory, or infringes upon the rights of third parties.

• You suspect the sender is using illegally obtained mailing lists.

• Other actions that violate our Anti-Spam Policy or Services Agreement.

Reporting address: [email protected]

Please include the full email headers and content in your report, as this is crucial for our analysis.

When to contact CERT Vercom?

Contact our Computer Emergency Response Team if your report concerns a technical security issue with our services or infrastructure. This includes, in particular, situations where:

• You have identified a potential security vulnerability in EmailLabs' systems or applications.

• You are observing unusual activity that suggests an attack on our infrastructure (e.g., a DDoS attack).

• You have received a phishing message in which someone is impersonating the EmailLabs or Vercom brand in an attempt to obtain data.

• You suspect our infrastructure is being used to distribute malware in a way that indicates a system compromise.

Reporting address: [email protected]

You can find more information about the team and secure communication methods in our section: CERT Vercom

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.