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When we at Hetzner receive an abuse report from Cloudflare, our abuse team then asks the affected customer for a statement or we ask them to remove the content

When we at Hetzner receive an abuse report from Cloudflare, our abuse team then asks the affected customer for a statement or we ask them to remove the content in question. The picture in question leaves some room for interpretation, so we asked the customer for more details about it. It was a misjudgement on our part to ask the customer in this case to take down the entire website; it was unjustified. We very much regret this and have apologized to that customer. We strive to process the large number of abuse requests we receive while making as few errors as possible. But we are human, and made a mistake this time. For that we apologize. --Katie (Hetzner Online)

mimasama 3y ago
Ah, just saw this right now. The apologies is much appreciated, thanks for that. It seems though AFAICS, that the customer in question is not fully convinced[1] that this incident will not happen again. Are there going to be any concrete steps taken by Hetzner for this kind of error to not be repeated? While I doubt the customer is ever going to return back to your hosting at this point (and it looks like Hetzner was just going to be temporary for them either way anyway while they find a more permanent hosting service that is surely friendly to them and their kind of content, this incident just seemed to accelerated that eventual transition), it's definitely still worth considering it for others who haven't moved away and are now wary about false reports effectively taking down their sites (drawn SFW yuri/lesbian content is pretty common to be stored, whether knowingly or not, on fediverse instances hosted by your service). [1] - https://woem.men/notes/9rdj6cc1ku7g05xy https://woem.men/notes/9rdj6cc1ku7g05xy