Internet service providers (ISP) and Network Service Providers (NSP) of all sizes must possess a well defined, documented, and supported abuse process. As the world becomes increasingly dependent on information technology, “significant opportunities now exist for both mischievous and malicious abuse via IT systems” . There are many types of harmful unsolicited activities , some intentional, others unintended, that require a response, action, or some form of
mitigation from the responsible service provider. A few examples of these activities include worm propagation, email viruses, denial of service attacks, unsolicited bulk email (UBE or spam), phishing scams, child pornography, and copyright infringement. All types of network abuse are costly for victim organizations. For example, handling spam can cost organizations large sums of money and can result in lost employee productivity .
For these reasons, and to maintain utility of the public Internet it is imperative that ISPs and NSPs take proactive measures to prevent the above and other types of inappropriate conduct from originating from their networks. If preventative measures are neither feasible nor entirely effective, then the importance of having staff that are capable of responding to complaints that run the gamut of network abuse issues cannot be underestimated.
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