RE: Proper ISP Reporting

 + Contact Information for the Incident Reporter
- Name
- E-mail address 
- Phone number 
- Location (Time zone and country) 
+ Incident Details
- Date/time that the incident was discovered 
- Type of incident (e.g., denial of service, malicious code,
unauthorized access, inappropriate usage) 
- Date/time that the incident occurred (if known) 
- Current status of the incident (e.g., ongoing attack) 
- Source/cause of the incident (if known), including hostnames and IP
addresses 
- Description of the incident (e.g.what occurred) 
+ General Comments

 

Extra notes:
* Remember the person that looks at the email first will most likely be
a low level engineer 1st to 2nd level. Try not to be over technically
but make it clear a "Security person" should look at it.
* Use statements like "Assist with the resolution" and "Help us to solve
this issue"  Make it out that they can work with you to fix it no just
them do it.
* Leave as much info in the logs that you send as possible.  Some times
its easyer to track traffic from its distination rather then its source.
* NEVER EVER EVER EVER say you will do anything legal if they don't fix
it ASAP...  Matter of fact never use the work "legal" in any way.. The
moment you do that you start a new game, and then everything must be
looked at by legal before it goes anywhere.  Thus slowing the process
down a LOT! We all know how good at red tape legal are :P
* I always send to more then 1 address.. Abuse@isp, hostmaster@isp,
postmaster@isp, Helpdesk@isp, noc@isp, gnoc@isp, soc@isp. Are always
good places to start.
* Saying things like we have forward you details to the <Insert Agency
name here> will only have the same effect as point 3.  and they don't
need to know you have done this.
* You can try login it as a Fault with the ISP's helpdesk.  This will
mean they will have call back alarms and PKI's to think of... ;)
* Also expect things to take time.  Personally in the past when I have
worked on abuse reports for ISP's it has taken time to deal with them.
Its not like you can just switch of customer or machine XYZ.. You have
to gather info, look into it from your end, contact the customer, check
with the customers contract / AUE.  Then if the customer does nothing
you can do it.. But that can take some time.
* solve the issue with in your scope of control if you can.  Get you
Upstream to block it (if you have one ;) ) 

Cheers

Jack.

-----Original Message-----
From: Jason Burton [mailto:[email protected]] 
Sent: Wednesday, 17 August 2005 12:02 PM
To: [email protected]
Subject: Proper ISP Reporting

Anyone have samples of how to properly report to ISP's regarding abuse?
 
ie. What format the email should be in, sample phrases, or sentences
that might help. I've been doing this for a while and while some work,
some have not. Im wondering if anyone has examples.
 
Thanks
 
Jason Burton
Leximedia LLC
[email protected]