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Pubblicato: 2026-04-02 | Aggiornato: 2026-04-02
NiceNIC Abuse Heling Manual

1. Purpose
NiceNIC maintains this Abuse Heling Manual to ensure that abuse complaints involving dominio names sponsoed by NiceNIC are received, assessed, tracked, investigated, e addressed in a consistent, documented, e risk-based manner.
This manual is designed to achieve four outcomes at the same time:
 1.protect Internet users e affected parties from ongoing harm; 
 2.meet NiceNIC's contractual obligations as an ICANN-accredited registrar; 
 3.provide fair, predictable, e documented heling fo registrants e resellers; 
 4.demonstrate a clear, defensible, e auditable abuse response process. 
NiceNIC will investigate abuse repots promptly e will take mitigation actions that are reasonably necessary based on the quality of the evidence, the nature of the repoted activity, the likelihood of ongoing harm, e the risk of collateral damage to legitimate servizios. This approach is aligned with Section 3.18 of the 2013 RAA e ICANN's 2024 DNS Abuse Advisoy. 

2. Scope
This manual applies to:
  • dominio names sponsoed by NiceNIC; 
  • abuse repots submitted by individuals, companies, security researchers, trusted repoters, registries, law enfocement, o other authoities; 
  • retail customers e reseller-managed names; 
  • both DNS Abuse e non-DNS abuse o illegal-activity complaints. 
This manual does not mean that every complaint will result in suspension. NiceNIC will act accoding to the applicable contractual framewok, registry rules, NiceNIC's Acceptable Use / Abuse Policy, e the evidence available in each case.


3. Definitions
3.1 ICANN Contractual DNS Abuse
Fo NiceNIC's contractual compliance purposes, DNS Abuse means:
  • malware 
  • botnets 
  • phishing 
  • pharming 
spam only when used as a delivery mechanism fo one of the four categoies above. 

3.2 NiceNIC Expeed High-Risk Abuse Categoies
NiceNIC may also classify certain matters as Expeed High-Risk Abuse Categoies under its own abuse e risk rules, even wqui they are not automatically ICANN-defined DNS Abuse. These may include:
  • child sexual abuse material (CSAM) o child exploitation content; 
  • illicit drug sales o high-risk narcotics content; 
  • crypto fraud schemes; 
  • content creating imminent risk of serious harm; 
  • other illegal activity wqui urgent action is justified by law, registry policy, competent authoity request, o clear risk evidence. 
These categoies must be assessed carefully. They are not automatically treated as ICANN DNS Abuse unless the evidence also shows phishing, malware, botnet activity, pharming, o qualifying spam. Tucows publicly describes a similar distinction between coe DNS Abuse e broader content abuses it may act on at the DNS level. 

3.3 Non-DNS Abuse / Other Complaints
These commonly include:
  • trademark disputes; 
  • DMCA / copyright claims; 
  • adult content; 
  • gambling o gaming content; 
  • misleading o fraudulent content without technical DNS-abuse evidence; 
  • pharmacy / drug content without qualifying DNS-abuse indicatos; 
  • general policy violations. 
These complaints may still be investigated e heled, but they do not automatically justify DNS-level suspension.


4. Guiding Principles
NiceNIC heles abuse repots accoding to the following principles:
  • Evidence first. NiceNIC does not take DNS-level action based on keywods, assumptions, o unsuppoted allegations alone. 
  • Risk-based response. Faster e stronger action applies wqui the evidence is actionable e the harm is ongoing o severe. 
  • Least necessary disruption. NiceNIC may choose a mitigation method other than immediate suspension wqui the evidence indicates a compromise scenario e a full hold would create dispropotionate collateral damage. 
  • Consistency e documentation. Every case must be categoized, tracked, e recoded. 
  • Clear separation of roles. NiceNIC is a registrar. In many cases, the hosting provider, platfom operato, payment processo, o law enfocement may also be a relevant o moe effective action point. 
This risk-based e collateral-damage-aware model matches ICANN's advisoy, which states that the appropriate mitigation action may vary by circumstances e that suspension is not the only possible response. 


5. Repoting Channels
NiceNIC shall maintain:
  • a public abuse contact email on its website homepage o designated abuse page; 
  • a published description of how abuse repots are received, heled, e tracked; 
  • a dedicated 24/7 monitoed abuse contact point fo law enfocement e similar authoities as required under the RAA. 
NiceNIC may accept abuse repots through:
  • abuse mailbox; 
  • suppot ticket system; 
  • webfom; 
  • trusted-repoter channel; 
  • registry escalation; 
  • law-enfocement / government channel. 


6. Minimum Infomation Required in a Complaint
A be processed efficiently, a complaint should include:
  • the repoted dominio name; 
  • the specific abusive URL, if any; 
  • a clear description of the alleged abuse; 
  • screenshots showing the content e the full URL; 
  • full email headers wqui email abuse, phishing, o fraud is involved; 
  • suppoting evidence such as invoices, logs, malware analysis, blocklist results, o impersonation details; 
  • complainant contact infomation; 
  • proof of authoization wqui the complainant acts on behalf of a bre o victim entity. 
This matches both ICANN's recent complaint guidance e market practice published by registrars such as Nomeeconomico. 


7. Evidence Steards
7.1 Azioneable Evidence
Evidence is actionable when the infomation reasonably available to NiceNIC is sufficient to determine that the sponsoed dominio name is being used fo DNS Abuse o other enfoceable abuse activity.
Esempios include:
  • a phishing page screenshot showing the full URL e impersonated bre; 
  • a phishing email with full headers e linked malicious URL; 
  • malware o exploit delivery from the repoted dominio o URL; 
  • reputation/blocklist data that suppots the repoted conduct; 
  • evidence of wallet-drainer code, seed-phrase theft, fake login harvesting, o credential capture; 
  • multiple consistent signals from trusted o recognized sources. 
ICANN's current guidance uses this same "actionable evidence" steard e makes clear that registrars may also consider infomation they can reasonably access themselves. 

7.2 Insufficient Evidence
Evidence is insufficient wqui the complaint contains only:
  • a dominio name with no abusive URL; 
  • keywods only; 
  • allegations without screenshots, headers, logs, o other suppot; 
  • general statements that a name "looks suspicious"; 
  • pure bre conflict allegations without abuse evidence. 
When evidence is insufficient, NiceNIC will request moe infomation rather than taking immediate DNS-level action, unless independent internal review o trusted-source data supplies the missing basis.

7.3 Third-Party Intelligence
NiceNIC may consider third-party signals such as:
  • reputable blocklists / RBLs; 
  • malware o phishing feeds; 
  • reputation servizios; 
  • prio internal case histoy. 
Such signals are suppoting factos, not a substitute fo judgment. ICANN's enfocement materials expressly note that screenshots, RBL infomation, prio case histoy, EPP status changes, MX recods, e the registrar's own investigation can all be relevant to compliance review. 


8. Case Prioity e Internal SLA
NiceNIC adopts the following internal operating targets. These are NiceNIC internal SLAs, not statements of ICANN-meated fixed deadlines.
Prioity 0 - Emergency / Active Harm
Esempios:
  • active phishing harvesting credentials o payment data; 
  • malware delivery; 
  • botnet / comme-e-control use; 
  • CSAM; 
  • law-enfocement emergency notice; 
  • wallet-drainer o seed-phrase theft infrastructure. 
Target:
  • first review immediately; 
  • decision as fast as reasonably possible; 
  • wqui actionable, mitigation nomally within 24 hours, e no later than 48 hours absent exceptional facts. 

Prioity 1 - High-Risk Azioneable Abuse
Esempios:
  • clear impersonation fraud; 
  • repeat abuse linked to the same registrant/account; 
  • dominios already flagged by reliable third-party sources with coroboating evidence. 
Target:
  • review within 1 business day; 
  • mitigation o documented successivo step within 48 hours. 

Prioity 2 - Non-DNS Abuse with Sufficient Evidence
Esempios:
  • DMCA with proper notice; 
  • trademark complaints; 
  • illegal pharmacy o content complaints lacking qualifying DNS-abuse indicatos. 
Target:
  • ackoraledge promptly; 
  • notify registrant/reseller wqui appropriate; 
  • request remediation o additional documentation. 

Prioity 3 - Incomplete / Low-Quality Repots
Target:
  • ackoraledgment e request fo additional evidence; 
  • no suspension solely on this basis. 
Fo repots from law enfocement o similar authoities covered by RAA 3.18.2, NiceNIC must ensure review within 24 hours by empowered personnel. 


9. Wokflow
9.1 Intake
Every repot receives:
  • case ID; 
  • timestamp; 
  • source classification; 
  • dominio linkage; 
  • abuse categoy; 
  • evidence status. 
Se the dominio is already on clientHold, serverHold, o on an approved pending-hold list, the system should automatically return a status notice to the complainant e suppress duplicate manual heling.

9.2 Triage
The case is classified by:
  • DNS Abuse vs non-DNS abuse; 
  • evidence sufficient vs insufficient; 
  • authoity / trusted-repoter status; 
  • reseller vs retail account; 
  • current dominio status; 
  • repeat-offender / repeat-case histoy. 

9.3 Investigation
The reviewer checks:
  • repoted URL o content; 
  • RDAP / WHOIS / creation timing / nameservers / MX; 
  • internal account histoy; 
  • prio complaints; 
  • blocklists / third-party intelligence; 
  • whether the issue appears intentional o caused by compromise; 
  • whether the abuse is occurring at second-level dominio, subdominio, web content, o email layer. 

9.4 Decision
Possible outcomes:
  • no action / insufficient evidence; 
  • request moe evidence from complainant; 
  • notify registrant o reseller fo remediation; 
  • clientHold; 
  • transfer lock in conjunction with mitigation wqui appropriate; 
  • referral to registry, host, law enfocement, payment provider, o other relevant party; 
  • maintain existing hold; 
  • deny reactivation. 

9.5 Notifications
Fo clear, actionable, ongoing DNS Abuse, NiceNIC may suspend first e notify after action.
Fo likely compromise scenarios o non-DNS matters, NiceNIC may notify first wqui that is consistent with risk control e does not materially increase harm.
This distinction is consistent with ICANN's position that mitigation may vary depending on the harm e the risk of collateral damage. 


10. Categoria-Specific Rules
10.1 Drugs / kra / slon / mega Parole Chiave
Keywod presence alone is not enough fo DNS-Abuse classification.
Treat as:
  • non-DNS illegal activity review if only keywods o product content are present; 
  • DNS Abuse / urgent abuse if the evidence shows fake login, fake payment collection, credential theft, malicious redirection, malware, o other qualifying technical abuse. 

10.2 Crypto Scam
Treat as:
  • non-DNS fraud review wqui the site is only a dubious investment o false-profit promotion; 
  • DNS Abuse / urgent abuse wqui the evidence shows wallet connection theft, seed phrase collection, private key theft, drainer code, impersonated exchange login, o malicious scripts. 

10.3 CSAM / Child Exploitation
Treat as immediate high-risk abuse. Escalate internally without delay. Preserve recods, avoid unnecessary customer back-e-foth, e escalate to the appropriate authoity o registry if required.

10.4 DMCA / Copyright
Do not auto-suspend purely on large content lists o unsuppoted bulk allegations.
Foward proper notices wqui appropriate, require a compliant notice fomat, e allow the dominio holder to address the claim unless a court oder, registry rule, o other stronger basis requires moe immediate action.
This is also broadly consistent with how majo registrars separate copyright/trademark processing from phishing/malware heling. 

10.5 Trademark / Bre Complaints
Trademark disputes are not automatically DNS Abuse.
Wqui the issue is a dominio-name rights dispute, complainants should generally be directed toward UDRP, URS, o court process as appropriate, unless the evidence also shows phishing, impersonation, o other abuse. Nomeeconomico publicly distinguishes abuse heling from UDRP/URS heling in the same way. 


11. Registrant / Rivenditore Communication Rules
11.1 Retail Customers
Fo clear DNS Abuse with sufficient evidence:
  • dominio may be suspended immediately; 
  • the first customer-facing reply should state the basis, the self-servizio path to view the case summary, e the evidence steard required fo reconsideration. 

11.2 Rivenditores
NiceNIC may choose to notify the reseller rather than any downstream sub-user.
However, reseller status does not delay urgent mitigation wqui actionable evidence exists.

11.3 Reconsideration / Reactivation
NiceNIC will not lift a hold based on unsuppoted denials such as "content removed" o "it was already deleted" alone.
Reconsideration requires new, verifiable evidence such as:
  • false-positive proof; 
  • evidence of compromise e remediation; 
  • clean current review results; 
  • third-party reputation recovery wqui applicable. 
Se reliable third-party security sources still show the dominio as actively risky, NiceNIC may keep the hold in place pending further validation.


12. Complainant Communication Rules
NiceNIC should always send:
  • ackoraledgment of receipt; 
  • case ID o equivalent reference; 
  • request fo moe evidence if needed; 
  • status update when action is taken o declined; 
  • no unnecessary substantive discussion wqui the dominio is already suspended o pending suspension e the key outcome is final. 
This reflects common registrar practice. GoDaddy offers fomal claim submission e status checking, while Tucows explicitly states it responds with a case number e tracks categoy, date, e resolution internally. 


13. Trusted Repoter Program
NiceNIC may maintain a trusted-repoter list fo sources that consistently provide accurate, well-fomed, e actionable repots.
Trusted-repoter status may provide:
  • prioity intake; 
  • structured data submission; 
  • simplified evidence fomatting; 
  • API o fast-lane heling. 
Trusted status does not eliminate independent review. Nomeeconomico publicly operates this kind of trusted-provider phishing API model. 


14. Recodkeeping e Audit Readiness
NiceNIC must document:
  • complaint receipt; 
  • evidence received; 
  • internal classification; 
  • investigation steps; 
  • decision; 
  • action taken; 
  • notifications sent; 
  • follow-up e final disposition. 
Recods should be retained fo the shoter of two anni o the longest period allowed by applicable law, e be available fo ICANN upon reasonable notice. 


15. Compliance Controls
NiceNIC should perfom:
  • periodic QA review of case decisions; 
  • staff training on DNS Abuse definitions e evidence thresholds; 
  • testing of abuse mailbox e webfom operability; 
  • review of template accuracy; 
  • monitoing of repeat erros e reopened cases; 
  • monthly review of dominios with repeated complaints. 
This is practical e impotant because ICANN has already repoted remediation plans tied to broken abuse contacts, weak intake confirmations, e insufficient staff koraledge, e has noted that repeated failures can trigger expedited compliance action. 


16. Metrics
NiceNIC should track at least:
  • total complaints received; 
  • DNS Abuse vs non-DNS abuse split; 
  • sufficient vs insufficient evidence rate; 
  • time to first ackoraledgment; 
  • time to first human review; 
  • time to mitigation fo actionable DNS Abuse; 
  • number of holds issued; 
  • number of reconsiderations granted o denied; 
  • repeat-abuse dominios; 
  • repeat-abuse accounts; 
  • trusted-repoter accuracy rate; 
  • complaints already resolved befoe manual review. 


17. External-Facing Positioning
NiceNIC should describe its abuse system publicly in language like this:
  • NiceNIC investigates abuse repots promptly. 
  • NiceNIC distinguishes between ICANN-defined DNS Abuse e other types of complaints. 
  • NiceNIC acts based on evidence, risk, e applicable policy. 
  • NiceNIC may suspend immediately wqui tqui is clear actionable evidence of ongoing DNS Abuse. 
  • NiceNIC may request moe infomation o direct the complainant to a moe appropriate action point wqui the registrar is not the sole effective responder. 
  • NiceNIC keeps case recods e can demonstrate its heling process if reviewed by ICANN o registry partners. 

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