Submitting complaints

Submitting complaints to FrontierNet Security

Please note that complaints should be submitted as soon as possible to provide the maximum possibility of archiving necessary log information. Do not wait to submit complaint.

FrontierNet Security opens investigations for:

1. FrontierNet customers with Internet problems such as unsatisfied complaints, Email threats, account anomalies, compromised account, concerns about your children on the Internet, etc.
2. complaints of FrontierNet's user Acceptable Use Policy violations
3. complaints of other system's Acceptable Use Policy violations by FrontierNet users
4. complaints of illegal activities by FrontierNet users
5. requests for help from other Internet systems to solve cases or lend assistance

All complaints must be submitted with the following information

To submit a complaint concerning newsgroups, follow this link to newsgroup complaints.

Complaints submitted without complete information cannot be processed. This is necessary so that your complaint can be processed efficiently and provide the necessary documentation in the event action must be taken by FrontierNet. (Please note that the Subject must be "Complaint Submission" to ensure proper routing.)

The required information is:

1. complaintant's name, email address, physical address, and phone number
2. suspect (that belongs to FrontierNet if complaint is from outside of FrontierNet) (FrontierNet customers may not have a suspect
3. clearly articulated complaint. >You must include the actions you have taken to resolve the problem, associated Emails, or logs. (see "When to submit a complaint" below)
4. authority for the complaint. This is not necessary if the violation is clearly covered by existing US federal statutes. If your authority is a local, state, or other country statute, include the text of the statute. If this is a policy violation, include text of the complete policy with a reference to the paragraph violated. Do not send URLs. (If there is no authority, there is no violation; therefore no complaint. Think about it for a second, there is nothing to enforce.)
5. satisfaction sought (must be attainable and reasonable, see FrontierNet Acceptable Use Policy)
6. all supporting Email messages (with complete headers), logs, program output, etc. that pertain to the complaint
All complaints should be sent to: security@frontiernet.net with the Subject "Complaint Submission" (to be properly routed). >

When a case is opened it is assigned a case number. You will be sent the case number by return Email. Subsequent communications with FrontierNet Security concerning a case must reference the case number.

When to submit a complaint

Before you submit a complaint for an Acceptable Use Policy (AUP) violation to FrontierNet Security, you should have already taken appropriate action on your part and failed to have solved the problem. The most common examples of AUP violations are unsolicited Email and News Group postings. See the examples below. If you have not already taken action to stop unsolicited Email, see the Spam and Net Abuse section of the FrontierNet Security page.

An Email bomb normally results in some damage or denial of service that qualifies as a violation of a law. Submit a complaint immediately. See guidelines below.

If you have been the victim of a threat or harassment; submit a complaint immediately. See guidelines below.

An intrusion or denial of service attack is normally a violation of law and results in damage as well. Submit a complaint immediately. See guidelines below.

Guidelines

1. Complaint from FrontierNet Customer - when you cannot get satisfaction in resolving a problem (for instance, you cannot stop unsolicited Email), any time you feel threatened, or any problem/concern about your child's Internet use; submit a complaint. You must include all information, Email (with header), etc. pertaining to your complaint.
2. Email - If a FrontierNet user sends you an unsolicited Email, contact the FrontierNet user and ask to be removed from the mailing list. If the FrontierNet user continues to send you unsolicited Email, you may submit a complaint. You must include all correspondence.
3. Other AUP violations - Other system's AUP violations should be documented and a complaint submitted by the Security or System Administrator (root) with the documentation and a copy (no URLs) of your Acceptable Use Policy.
4. IRC AUP violations can only be submitted by an IRC OP and must include contact information for your lead IRC administrator. All documentation and a copy (no URLs) of your Acceptable Use Policy must be submitted.
5. Threats and Harassment - If you receive a threat, you should submit a complaint immediately. You must send the threatening communication (Email must include header) attached or appended to your complaint. Harassment must be completely documented and a complaint submitted immediately.
6. Any Compromised Internet accounts - Of course FrontierNet is interested in learning of any FrontierNet accounts that have been compromised as soon as possible. You should report any compromised account. FrontierNet will notify the appropriate system.
7. >Intrusion - If your system has been probed or breached by a FrontierNet user you should submit a complaint immediately. You must include all logs and available information concerning the incident. See also "10. Damage" below. >
8. Denial of Service - If your system has been the victim of a denial of service attack, you should submit a complaint immediately. Include logs, program output (such as netstat), etc. with your complaint. See also "Damage" below.
9. Damage - If you have been caused damage by a FrontierNet user, you should submit a complaint immediately. You must also send the information below as it becomes available to you. It is not necessary to wait to compile all of the information to begin sending it.
   1. name and address of the your company
   2. your name, title, voice number, fax number, and other Email address if appropriate
   3. a description of the attack you experienced (include start and stop times)
   4. a description of the damage (include loss of service if necessary) you sustained
   5. describe recovery required (if necessary)
   6. value of damage and/or loss of service
   7. recovery costs
   8. other manhours (and cost per hour) to deal with the problem

If you need assistance contacting law enforcement, preparing your case, assembling evidence, etc., we will assist in any way we can but we cannot be responsible for the preparation of your case for submission to law enforcement.

If you have involved Law Enforcement, inform them they should send requests to archive data immediately to security@frontiernet.net and subpoena and warrant requests to:

Frontier Corporation
Attn: Frontier Internet Security
111 Field St.
Rochester, NY 14620

Feel free to contact us with any questions or comments.

Thank you for your cooperation,
FrontierNet Security

 

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