Automatic suspension#

Auto suspension enforces a response deadline on clients. If a report sits in Waiting on CLIENT for longer than the number of days you configure, the server is suspended automatically and the client is told why. Until then, the client receives a daily warning counting down the days left.

It is enabled by entering a number of days in Auto Suspension under System > Settings > Abuse Reports. Leave the field empty (or 0) to disable it entirely — no warnings are sent and nothing is suspended.

How it works#

Once a day, SynergyCP examines every open report that is Waiting on CLIENT and linked to a server. For each server with such reports it takes the oldest one — the date the report last became the client’s responsibility — and compares it to the Auto Suspension period:

• Deadline passed — the server is suspended with the reason Abuse, and every client with access to the server receives the "[ABUSE] Server suspended" email naming the server and the date of the report.
• Deadline not yet passed — every client with access to the server receives the "[ABUSE] Upcoming Suspension Warning" email, naming the server, the report date, and the number of days left to respond. This email is sent every day until the client answers or the deadline passes.

The clock is the date the report last entered Waiting on CLIENT. A client reply moves the report to Waiting on ADMIN and takes it out of consideration; an admin’s follow-up comment moves it back to Waiting on CLIENT and starts the countdown again from that day. Resolving the report stops the countdown for good.

Suspension uses the same mechanism as a billing suspension: the client’s access to the server is suspended, so the client loses the server’s controls in the client portal. The suspension reason recorded is Abuse. Reactivate the server with the Activate button on its page in the admin panel once the matter is settled — resolving the report does not reactivate it.

Which servers are never suspended#

A server is skipped by the daily check when:

• it is not assigned to any client (there is no access to suspend);
• it is already suspended, for any reason;
• its client has Ignore Auto Suspend/Terminate ticked under the client’s billing settings — the VIP flag. VIP clients receive neither the warning nor the suspension.

Reports in Unknown (no client) and Waiting on ADMIN never trigger suspension.

The emails#

Both emails are plain templates under System > Emails and can be reworded freely:

Both are sent to the account email of every client with access to the server (owner and any clients granted access), not to the abuse contact address, and are not affected by the client’s notification opt-out.