General Information
Please note that we are not able to take action on an account without being able to substantiate 'abuse' allegations with documentation of one or more violations of our Acceptable Use Policy (AUP). While a description of the events is useful in determining the intent of the potential abuser, it does not substitute for actual system logs which can provide a reliable record of online activity.
Due to the wide variety of Internet security programs on the market today, Road Runner® requests that your report of instances of Network Abuse from a Road Runner customer include detailed time stamped logs in plain text format so that we may better assist you.
Road Runner will not accept logs that are not in plain text (ascii) format. Do not attach files to your Email. All logs must be included in the body of the message. Emails should be sent to abuse@rr.com.
Your logs must contain the following information in order for Road Runner to process them:
- Date of Incident
- Time of Incident
- Time Zone that logs are captured in
- Source IP Address or Host Name
- Destination IP Address or Host Name
- Destination Port
Please remove any reports regarding non Road Runner IPs from your logs.
If the incident that was the basis of the complaint was not instigated by a Road Runner customer, or someone using the Road Runner system, or is not related to the Road Runner system or content maintained by Road Runner, then Road Runner is not the proper entity to contact, as we are not in a position to take any action.
If this is the case, and you still wish to pursue the matter, you may want to contact the person responsible for the incident, or the Internet Service Provider through which the probe originated.