Tickets with Takedown requested and closed as interrupted are not discounted from the contracted package, that is, no usage charge is generated. It means that the Takedown was requested and, for various reasons, did not proceed with the actions until the end of the process.
How to identify an Interrupted Takedown?
Access the closed list and select the termination type Interrupted:
I filtered by the Takedown treatment type:
Done, the filter will return with the list of Interrupted tickets for your view.
Why was the treatment interrupted?
An Interrupted resolution means when a ticket has not been handled or has been discontinued for any of the reasons below:
Pending Customer
Takedown Authorization Document
Takedown Authorization Document required to proceed with Takedown.
What's this document? It's the document that authorizes Axur to make takedowns in the name of your company, to claim intellectual property rights.
What to do? Access the Monitoring Settings and request the signature from your Legal Representative.
E-mail header
An E-mail header must be sent to proceed with the notification:
What is an email header? It is the email metadata, which contains detailed information about the process of sending the message, such as the sender's email address, name, and date. With the e-mail image, it is not possible to analyze whether it is authentic or if it has been altered. How to view an e-mail header:
What to do? Reopen the ticket and add the header file as evidence. This file can be in the original format (.eml) or it can be a text file with all the copied contents.
Trademark registration
We need the trademark registration of your asset to proceed with Takedown
What is trademark registration? It is the registration granted by the Intellectual Property Office of your country that guarantees, in its territory, the exclusive use of the name or elements that identify your asset.
What to do? Find the Intellectual Property Offices in your country here to learn more about how to get registered. After that, send the official registration of your trademark in PDF to [email protected] to proceed with the Takedown.
For international clients, please find below the competent authorities for each country: https://www.wipo.int/portal/es/
México:
Panama:
Dirección Nacional de Derecho de Autor Ministerio de Cultura
Peru:
Ecuador:
Colombia:
Bolivia:
Chile:
Argentina:
More information
We need more information to proceed with the Takedown:
To better understand the context and how this is affecting your asset and your customers, our team contacted you via email requesting some more information about this case.
Official content validation
We note that the content may be official.
If official content is removed, the availability of products, services, or instances of your brand may be affected. What to do?
If it is official or from a partner, add the URL to the Safelist.
If it's not official or from a partner, request the Takedown again.
No access
Page not accessible
When sending the notification, it was not possible to access the content.
Domain not accessible
At the time the notification was sent, the domain requested for notification was not registered. What to do?
If you want to keep track of this domain, reopen the ticket and move it to Quarantine.
If you want to avoid the registrations, it is recommended that you purchase it.
Download not accessible
App or malware was not accessible for download at the time of notification – meaning no file available and no risk of installation.
No evidence of fraud
Auto page
The automatic page is not removable
What is an automatic page? It is a page created by content-indexing platforms to indicate a theme or topic of discussion.
Why is it not removable? This type of page is not managed by a user, it only gathers in a single place the discussions and contents about a certain topic.
Fair Use Policy
“Fair use” is not removable.
Why is it not removable? Use of copyrighted material for criticism, commentary, journalism, teaching, scholarship, or research, may be considered fair by applying the “fair use” policy.
Cases interrupted due to freedom of expression, fair use, fake news, or hate speech are prevented from submitting a new takedown request.
Legitimate content
The page requested for Takedown poses no risk because it is legitimate content.
Search page
Search results and app version pages can't be removed.
Why is it not removable? This type of page is not managed by a user. It is the result of a search created by content-indexing platforms.
Redirects to the official site
Content redirects to your official website. The page requested for Takedown poses no risk by redirecting to an official page of your asset.
Not found secrets exposed
We have not found secrets exposed of your asset.
Mentions of the site, without a credential or key that grants restricted access, do not pose a risk to the company or organization.
Others
Duplicate ticket
There is a ticket with the same content already registered on the platform.
Aligned with the customer
Interruption aligned with you or someone on your team.
This case is not characterized as brand impersonation, according to social media guidelines
What is impersonation? These are users who make accounts impersonating other people or organizations in a misleading way, using their name, biographical details, or profile picture.
Suggestion: Reopen the ticket and send it to Quarantine, and if at any time an impersonation is detected, request Takedown.
No Brand Relation
The requested content is unrelated to your monitored asset.
What to do? If this content is related to your brand, reopen the ticket and add evidence of how it is affecting you.
Canceled before notifications
We detected the page had no content before sending the first notification.
Safe content
After passing through our filter of trusted sites, we have identified that the content does not contain fraudulent characteristics.
Your Safelist rule
A rule in your Safelist interrupted this ticket. If the page is not official, or it is not owned by a partner, remove it from your Safelist and request the takedown again.
Invalid_url
This page does not exist. To proceed with the request, add a ticket again with a valid URL.
If you have any questions, feel free to reach out at [email protected] 😊