Introduction to Takedowns & SLAs

Shadow Map Takedown Process

The takedown process in Shadow Map is designed to be systematic and efficient, ensuring prompt action against infringing content. The process includes the following steps:

1. Identification & Notification

   • Shadow Map detects infringing content and notifies the client via the dashboard.
   • Clients can also manually report incidents through the Shadow Map platform.

2. Client Confirmation & Documentation

   • Clients must confirm the takedown request.
   • Required documentation, such as proof of trademark ownership or a Letter of Authority, must be submitted.

3. Submission to Service Providers

   • The takedown request is formally submitted to the relevant online platforms or hosting providers, following established legal protocols.

4. Follow-up & Monitoring

   • Shadow Map actively tracks the progress of the takedown request.
   • Clients receive real-time status updates through the Shadow Map dashboard.

Types of Takedown Requests & SLAs

Shadow Map supports various types of takedown requests with corresponding Service Level Agreements (SLAs). These include:

• Product Takedown: Targeting specific product listings that infringe on trademarks or copyrighted content. These take approximately 7 business days as the legal basis requires validation by hosting providers.
  
  

• Brand Infringement / Impersonation: Fraudulent websites impersonating brands are generally taken down within 48 hours after acknowledgment by the hosting provider.
  
  

• Bulletproof Hosting Takedown: Cases involving malicious hosting providers (e.g., in China, Russia, South Africa) typically take 3-4 business days due to the need to coordinate with upstream bandwidth providers.
  
  

• Other Categories:

  • Phishing & Domain Takedowns: 1 business day response, 2 business days takedown.
  • Social Media Takedowns: 1 business day response, 5 business days takedown.
  • Code & Data Leak Takedowns: 1 business day response, 4 business days takedown.
  • Business Listing Takedowns: 1 business day response, 4 business days takedown.
  • Dark Web Takedowns: Case-dependent due to the decentralized nature of the dark web.
    
    

The total time for executing a takedown depends on:

• The responsiveness of hosting providers and legal requirements.
• The complexity of the takedown request (e.g., bulletproof hosting providers may take longer due to additional escalation steps).

Reference table with all takedown categories:

While Shadow Map works to expedite the process, response times from external parties can vary. Updates on takedown progress are provided via the Shadow Map dashboard. Due to the inherent complexities of takedowns and the actions of independent third parties, Security Brigade cannot guarantee the success of every takedown request.