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Information for Abuse Reporting and Law Enforcement

The purpose of this article is to inform civil and criminal investigators regarding INAP’s policies and procedures for requests for customer information or the removal of content.

What is Network?

Network is any number of computers (e.g., PCs and servers) and devices (e.g., printers and modems) joined together by a physical communications link. In the enterprise context, networks allow information to be passed between computers, irrespective of where those computers are located. Networks provide the roads for information traffic (e.g., sending files and e-mail) within a corporate environment, and allow users to access databases and share applications residing on servers. If a network does not go outside of a company building, or campus, then it is known as a local-area network (LAN). If it has a bridge to other outside networks, usually via lines owned by public telecommunications carriers like AT&T, then it is known as a wide-area network (WAN).

What is Colocation?

Colocation is a data center facility in which a business can rent space for servers and other computing hardware. Typically, a colocation provider provides the building, cooling, power, bandwidth and physical security while the customer provides servers and storage.

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, INAP is twice-removed from the end-user customer relationship. In these situations, INAP 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” INAP’s servers into accounts and resell each account to a separate end-user individually.

What can INAP Do about Abuse?

INAP 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.

INAP 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.

INAP 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 INAP 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, INAP 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 INAP support
  • Customer information provided to INAP via signup forms

Contact Information

What is INAP?

INAP is a colocation, network infrastructure and cloud 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 utilize INAP’s network services or rent colocation space or cloud infrastructure from INAP 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 INAP NOT DO about Abuse?

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

DMCA Notice Policy

INAP respects the intellectual property of others and we ask our users to do the same. INAP may, in appropriate circumstances and at its discretion, disable and/or terminate the accounts of users who may be repeat infringers. If you believe that your work has been copied in a way that constitutes copyright infringement, or your intellectual property rights have been otherwise violated, please provide INAP’s Copyright Agent the following information:

  1. An electronic or physical signature of the person authorized to act on behalf of the owner of the copyright or other intellectual property interest;
  2. A description of the copyrighted work or other intellectual property that you claim has been infringed;
  3. A description of where the material that you claim is infringing is located on the site;
  4. Your address, telephone number, and email address;
  5. A statement by you that you have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law;
  6. A statement by you, made under penalty of perjury, that the above information in your Notice is accurate and that you are the copyright or intellectual property owner or authorized to act on the copyright or intellectual property owner’s behalf.

INAP’s Agent for notice of claims of copyright or other intellectual property infringement can be reached as follows:

Internap Holding LLC
Attn: Legal
DCMA Compliance Agent
12120 Sunset Hills Road
Suite 330
Reston, VA 20190

With a copy by email to:

We can accept submissions solely via e-mail to, however due to the nature of e-mail, we cannot guarantee that e-mail will be delivered. Thus, if you submit via e-mail and do not hear back from us confirming receipt within 72 business hours, please submit your DMCA complaint again via fax or mail.

Requests for Information by Law Enforcement

INAP’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

INAP’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
  • INAP has access to the data

Network Data

INAP’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
  • INAP has the requested data

Other requests are handled on a case-by-case basis.

In all cases, INAP will:

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

Legal Subpoena and Court Orders:

Last Updated: September 2020