[anti-abuse-wg] Regarding distinguish different type of claims into different mail box.

On 19 Jan 2012, at 18:32, Lu Heng wrote:

> So I would appreciated if one of you have any knowledge to my
> following questions:
> 
> 1. Can we ignore all the other claims sent to abuse at outsideheaven.com
> mailbox since we have made it clear in the whois? Will that make us a
> big legal trouble afterwards(my lawyer said we can not ignore the copy
> right claims send to network abuse mail box, but I want to hear your
> advice as well)?

You can't ignore them

Legally speaking, at least under Irish and EU law, you would be "on notice" of something once you were in receipt of the report.

What you might want to try doing is politely asking them to send the trademark issues to the designated alias  / mailbox in future. A lot of the time, in our experience anyway, the same reporters  crop up over and over and over.


> 
> 2. How your guys deal with this problem? If all the abuse report send
> to single Email address, do your guys have someone just for clear up
> the mailbox and forward the Email to the right person?

All abuse@ emails go into our help desk system. If it's not an abuse issue then we can move it in the ticketing system to the appropriate department.
If it needs to go for legal review the software we currently use allows us to export the ticket as a PDF and then we simply email it our legal counsel


> 
> 3. Anyone have better idea to this problem other than this distinguish
> mail box way?


It depends on what you are using internally. We use a web based ticketing system for most of our customer service queries, so moving a "ticket" around the system isn't that much of a challenge.


HTH

Regards

Michele


Mr Michele Neylon
Blacknight Solutions
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