What is Hosting and Cloud?

Hosting is the business of renting servers or server space to customers to run business applications and websites and store data. Hosting providers typically house servers in data centers that are connected to very fast networks.

Cloud Hosting is a type of hosting service in which the resources required to power workloads are spread across multiple servers or virtual machines, allowing for increased scalability (for traffic spikes) and enhanced resilience against service outages.

Who are Resellers and Distributors and how are they involved?

In some cases, SingleHop is twice-removed from the end-user customer relationship. In these situations, SingleHop sells its services to a Reseller, and then the Reseller resells the services to an end-user. In some cases, the Reseller will “chop up” SingleHop’s servers into accounts, and resell each account to a separate end-user individually.

Often, when a server is resold, SingleHop does not have access to end-user contact information.

What can SingleHop DO about Abuse?

SingleHop can suspend services for some clients when supporting documentation is provided and verified. The suspension will temporarily make content unavailable online, however, the owner of the content is ultimately responsible for removing the offensive material before it is completely gone.

SingleHop can work with reseller clients to coordinate suspension of end user materials, however, our reseller client is the party ultimately responsible for their end users.

SingleHop can provide law enforcement with information when required to do so using a legal order such as a court order or a subpoena.

What information does SingleHop have access to?

Due to the nature of our services, we typically only have access to basic contact information about our customers, and in some rare cases, have access to their servers for maintenance or management purposes. We also have access to the physical hardware that many of our customers are using. In most cases, SingleHop does not have passwords to customer servers. Some of the information we have access to includes, but is not limited to, the following:

  • Account ownership information, including payment details
  • Invoice history
  • User access lists
  • Network traffic information
  • Customer communications with SingleHop support
  • Customer information provided to SingleHop via signup forms

What is SingleHop?

SingleHop is a cloud infrastructure and hosting provider. The best way to think of what we do is with an analogy: We are the landlords of the internet. Businesses, individuals and organizations around the world rent cloud infrastructure from SingleHop to run their applications, websites, email systems, and other business workloads. As a service provider, we are typically covered by the safe harbor provisions of the DMCA and other laws, as we do not control what our clients use our services for.

What can SingleHop NOT DO about Abuse?

SingleHop is NOT the arbiter of customer disputes. Certain requests sent to the abuse team fall well outside the scope and purpose of the abuse department. These requests will be replied to and closed with no further action. Some examples of these cases are:

  • Customer service issues between a consumer and a SingleHop client and/ or between a consumer and reseller end-client
  • Feedback disagreements left on a B2C site hosted by SingleHop or a Reseller
  • Alleged trademark infringement with no legal supporting documentation

Requests for Information by Law Enforcement

SingleHop will comply with legal requests from US law enforcement. International law enforcement agencies are requested to please contact their US counterparts in order to request information about SingleHop’s customers from SingleHop. The following types of information are available for law enforcement:

Contact Information

SingleHop’s policy is to comply with all legal requests for Account Information within 3 business days when:

  • A legal court order or subpoena has been presented

Customer Data

SingleHop’s policy is to comply with all legal requests for Account Information within 3 business days when:

  • A legal court order or subpoena has been presented; and
  • SingleHop has access to the data

Network Data

SingleHop’s policy is to comply with all legal requests for Network Data within 5 business days when:

  • A legal court order or subpoena has been presented; and
  • SingleHop has the requested data
Other requests are handled on a case-by-case basis.

In all cases, SingleHop will:

  • Require a valid of subpoena and court order — our legal team will review all subpoenas and court orders prior to compliance
  • Notify our customer of the information request — unless explicitly prohibited from doing so in the order itself, SingleHop’s policy is to inform all customers of requests for their data prior to providing the data to law enforcement.

How to Submit a Complaint

Fax to 1-773-305-1666 or e-mail.

DMCA & Spam e-mail: abuse@singlehop.com

Legal Subpoena and Court Orders: legal@singlehop.com