Objective
To provide a standardized approach for addressing and taking down phishing websites, rogue applications, trademark infringement, or other malicious online content that may harm the client's reputation, brand, or customers.
Standard Operating Procedure (SOP) for Takedown Services
A standardized approach for addressing and taking down phishing websites, rogue applications, trademark infringement, or other malicious online content that may harm a client's reputation, brand, or customers.
Scope
This SOP applies to the takedown of malicious content, including but not limited to:
- Phishing websites
- Rogue mobile applications
- Trademark infringements
- Misuse of brand identity on social media platforms
- Other fraudulent online activities
Definitions
| Term | Definition |
|---|---|
| Takedown Notice | A formal request sent to hosting providers, domain registrars, or platform administrators to remove malicious content. |
| Client | The organization utilizing Techowl Shield's takedown services. |
| Malicious Content | Any content that is fraudulent, harmful, or violates intellectual property rights. |
Responsibilities
| Party | Responsibilities |
|---|---|
| Client |
|
| Techowl Shield Team |
|
Process Workflow
-
Incident Reporting
- Trigger: Client reports an incident via email, hotline, or the Techowl Shield portal.
- Required Information:
- URL or application details of the malicious content.
- Screenshots or evidence supporting the claim.
- Details of harm or damage caused by the content (e.g., financial, reputational).
- Any specific legal or compliance documents, if required.
-
Verification
- Responsibility: Techowl Shield Team
- Actions:
- Verify the legitimacy and severity of the reported content.
- Confirm the client's ownership of the affected brand or trademark through contracts or registered trademarks.
- Check the hosting provider or platform's terms of service to ensure proper compliance.
-
Drafting the Takedown Notice
- Responsibility: Takedown Specialist
- Actions:
- Prepare a detailed takedown notice including the following:
- Identification of the malicious content (URL, app name, or other identifiers).
- Legal references such as DMCA or GDPR, if applicable.
- Supporting evidence and client's authorization.
- Contact details for correspondence.
-
Submission of the Takedown Notice
- Responsibility: Takedown Specialist
- Actions:
- Identify the appropriate submission method (e.g., email, online form, certified mail).
- Submit the takedown request to the hosting provider, registrar, or platform.
- Record all submission details, including timestamps and acknowledgment receipts, if available.
-
Follow-Up
- Responsibility: Techowl Shield Team
- Actions:
- Track responses from the recipient of the takedown notice.
- Follow up every 6 hours until a response is received.
- Escalate the request if no action is taken within the stipulated timeframe.
- Engage legal counsel if necessary for unresolved or disputed cases.
-
Closure
- Trigger: Confirmation of content removal.
- Actions:
- Notify the client about the successful takedown.
- Update all records related to the incident in the database.
- Conduct a follow-up audit to ensure no residual threats from related domains or applications.
Timeline
| Activity | Timeline |
|---|---|
| Acknowledgment of Report | Within 1 hour of receiving the incident report |
| Verification and Takedown Notice Submission | Within 4 hours of incident report validation |
| Follow-Up Frequency | Every 6 hours until closure |
| Resolution Goal | Within 7 business days of initial reporting |
Escalation Matrix
| Level | Responsibility |
|---|---|
| Level 1 | Takedown Specialist – Handles initial verification and requests. |
| Level 2 | Team Lead – Reviews unresolved cases after 7 days and liaises with the client. |
| Level 3 | Legal Counsel – Engages for cases involving disputes, legal complexities, or international jurisdiction. |
| Level 4 | Senior Management – Provides final decisions on prolonged disputes or escalated issues. |
Takedown Request Confirmation Notice
Every takedown request initiated through the Techowl Shield platform passes through a mandatory confirmation stage. This stage is designed to reinforce the seriousness of the action and to ensure that the client — along with their authorized team members — fully understands the permanent nature and legal implications of a takedown. The following notice is displayed within the Techowl Shield dashboard each time a takedown is about to be executed, and must be acknowledged before the request is dispatched to the concerned platform, registrar, or hosting provider.
Confirm Takedown Request
Important: This action is irreversible.
Once a takedown is executed, the targeted content — whether it is a phishing domain, rogue social media profile, malicious application, or any other infringing URL — cannot be restored, revived, or made live again. This outcome is beyond Techowl Shield's control, as the actual removal is enforced by the respective platform, domain registrar, or hosting provider based on their internal policies and abuse-handling procedures.
Due Diligence Before Proceeding
We strongly urge you and your internal team to thoroughly verify the domain, URL, application, or profile flagged for takedown before confirming the request. Key verification checkpoints include:
- Confirm that the flagged asset is not owned, operated, or authorized by your organization or any of its subsidiaries, partners, or vendors.
- Validate the brand, trademark, or intellectual property infringement with documented evidence (screenshots, WHOIS records, content copies, etc.).
- Ensure that the asset is not part of an ongoing internal campaign, security test, or third-party engagement approved by your organization.
- Cross-check the URL / domain name carefully to avoid acting on a legitimate look-alike owned by another entity with valid rights.
Declarations on Submission
By clicking "Yes, Request Takedown", you explicitly confirm and declare the following:
- All information, evidence, and supporting material provided in this request is accurate, complete, and truthful to the best of your knowledge.
- You possess the requisite legal authority — whether as the brand owner, authorized representative, or legal counsel — to submit this takedown on behalf of the affected organization.
- You acknowledge that reinstating a taken-down domain, application, or piece of content is extremely challenging and, in most cases, not possible once the enforcement action is completed by the upstream provider.
- You agree to indemnify Techowl Shield against any claims, disputes, or liabilities that may arise from inaccurate, mistaken, or unauthorized takedown submissions made from your account.
Warning on Misuse
Any misuse of the takedown process — including submitting frivolous, malicious, retaliatory, or competitor-targeting requests — may result in serious legal repercussions, suspension of platform access, and reporting to the relevant authorities. Takedown requests are permanent actions that impact real entities, and must be exercised responsibly.
Compliance and Legal Considerations
- Ensure all takedown requests adhere to applicable laws, including GDPR, DMCA, and local regulations.
- Retain all communications and evidence for at least one year for audit or legal purposes.
- Maintain strict confidentiality of client data and incidents.
- Regularly update legal references and templates to reflect current laws.
Review and Updates
- Frequency: Quarterly review to ensure relevance and effectiveness.
- Responsible Party: SOP Review Committee or Takedown Specialist Team.
- Update Record: Maintain a changelog to track revisions and updates to the SOP.