Report abuse and illegal content

Frostmoln provides cloud infrastructure to business customers. Our customers control and are responsible for their own content and services. If you find content or activity on a customer's resources that is illegal or violates our terms, report it to us here.

Report to

abuse@frostmoln.se

If your report concerns child sexual abuse material, terrorist content, or an imminent threat to life or safety, write URGENT in the subject line. Such reports are prioritised above all others, and where we can verify the content or behaviour ourselves we act without first notifying the customer. Knowingly filing a false report is itself a breach of our terms and may be reported to the police.

We accept reports in Swedish and English. We do not accept attachments — point us to where the content is located instead.

What to report

This channel is for content and activity that is illegal or breaches the acceptable use rules in Section 4 of our Terms of Service, including:

Child sexual abuse material (CSAM) and terrorist content — zero tolerance
Fraud, phishing, spoofed login pages and impersonation
Malware, ransomware and command-and-control infrastructure
Denial-of-service attacks, port scanning, traffic amplification and IP spoofing
Spam, open relays and bulk unsolicited mail
Copyright, trademark or other intellectual property infringement

If your report concerns a vulnerability in Frostmoln's own systems, see the vulnerabilities section below.

How to report

So that we can assess and act on a report quickly, please include:

A description of the content or activity, and why you believe it is illegal or breaches our terms
The precise technical location — full URL, IP address, domain name or equivalent
The time and time zone of your observation, plus log extracts or email headers if you have them
Your name and email address so we can respond. Reports concerning child sexual abuse material may be submitted without contact details
A confirmation that the information in the report is, to the best of your knowledge, accurate and complete

Never attach the illegal material itself — we do not accept attachments, so point us to where it is located. We process the details you provide in order to handle your report and to be able to demonstrate that we acted, and we retain the correspondence for as long as that purpose requires. See our privacy policy. We do not disclose your identity to the customer concerned without your consent.

How we handle your report

1. Receipt. We acknowledge your report to the email address you provided, without undue delay. 2. Assessment. We review the report against applicable law and the acceptable use rules in our Terms of Service. Handling is diligent, objective and non-arbitrary, and we may ask you for additional information. 3. Action. Confirmed violations are met with a proportionate, documented escalation: written warning with a deadline to remedy, rate limiting or network isolation, suspension of the affected service, and ultimately termination of the account. Where you have identified a resource by IP address and time, we act only once we have confirmed that the address was assigned to the same customer at that time — otherwise an action risks hitting the wrong customer. Where there is an imminent threat, or where the content concerns child sexual abuse or terrorism, we act without first notifying the customer. 4. Response. You are informed of the outcome of your report. The customer concerned is informed of the action and the reasons for it, except where law or a binding order prevents us from doing so.

We do not pre-screen customer content

Frostmoln provides a hosting service within the meaning of Article 6 of the EU Digital Services Act (Regulation (EU) 2022/2065), supplemented in Swedish law by Act (2024:954) containing complementary provisions to the EU Digital Services Act. We do not monitor customer content in advance, and there is no general monitoring obligation (DSA Article 8). Our protection rests instead on customers who have accepted binding terms under a named billing account, and on the notice-and-action process described on this page. That also means we need your report in order to act. The more precise it is, the faster we can act against the right resource — and the smaller the risk that we disrupt an innocent customer.

Law enforcement and public authorities

Orders, warrants, production orders and other binding decisions from a competent authority should be sent to legal@frostmoln.se, with a copy to abuse@frostmoln.se. Include the case officer, reference number and a contact route for verification. We require a legal basis for disclosing customer data, and we always verify the requesting authority through an independent channel before anything is disclosed. Where there is a threat to life or safety we prioritise the request, but we do not omit the verification. Disclosure to authorities outside the EU/EEA takes place through the mutual legal assistance channels provided for under Swedish law. We notify the customer concerned of an authority request where we are permitted to do so.

Vulnerabilities in Frostmoln's own systems

If you have found a security flaw in the Frostmoln platform, portal, API or website, do not use this channel. Report it to security@frostmoln.se instead, which is our channel for responsible vulnerability disclosure. See the Security page for how we handle such reports.

Appeals

If you are a customer and believe an action taken against your account is wrong, you may appeal to abuse@frostmoln.se within fourteen (14) days of the action. The appeal is reviewed afresh by the responsible manager and the outcome is communicated within fourteen (14) business days. Account termination decisions may be appealed to legal@frostmoln.se. If you are a reporter and believe we assessed your report incorrectly, you may request a review at the same address you reported to.