Abuse Prevention & Fraud Fighting

1. Zero-Tolerance Policy for Cybercrime

MousePlayer is built exclusively for UX/UI optimization, conversion rate improvement, and legitimate application debugging. We maintain a strict zero-tolerance policy against any use of our telemetry infrastructure for malicious, deceptive, or fraudulent purposes.

We examine sufficiently precise reports of misuse of our session replay or tracking script and take action where the misuse is confirmed, including but not limited to:

• Phishing & Social Engineering: Deploying MousePlayer on fraudulent landing pages designed to mimic banking portals, e-commerce stores, or authentication screens.
• Credential & Card Harvesting: Attempting to bypass our automated client-side masking controls to intercept private passwords, financial data, or identification numbers.
• Malvertising & Spam Operations: Utilizing our infrastructure to track or facilitate spam distribution, unwanted popups, or illicit ad-click schemes.
• Unauthorized Surveillance: Covertly tracking web applications or platforms without proper legal authority or ownership rights.

2. Truncation of Website Visitors' IP Addresses

To ensure that our analytics tools cannot be misused for unauthorized surveillance, doxxing, or identifying individual households, privacy-by-design limits are built in right where data comes in.

Additionally, our script masks input in form fields already in the browser - passwords and payment data always, other fields according to the project's masking level, fully by default - and scrubs sensitive URL parameters (such as access tokens, authorization codes or email addresses), in the query string as well as after the #, before any payload leaves the user's browser.

3. Fighting Platform Abuse, DDoS & Hacking

While the IP addresses of visitors to our customers' websites are truncated before they are stored, we must at the same time protect the integrity, stability and availability of our own infrastructure against attacks.

The defence itself works on several levels: our front web server limits the number of requests and connections per address, and whoever repeatedly exceeds that limit is blocked at firewall level for one hour. Our connection server automatically blocks addresses with conspicuously many connection attempts or oversized messages for 24 hours. In addition, we can block addresses manually. Bot detection rejects known automated access; sessions that are identified as bots afterwards lose their recording shortly; the session itself is deleted after 14 days.

4. Measures Against Abuse by Customers

New workspaces and projects are not screened in advance. If we receive a substantiated report, or find ourselves, that an account uses MousePlayer on phishing, spam or fraudulent sites or without authority over the website concerned, we act under clauses 9.3, 10.5 and 23 of the Terms of Service. This includes that we may require proof that the account is entitled to the domain; if that proof is not provided in time, recording stops for the project. Depending on the case:

• Suspension and termination: We may suspend the service for the account and terminate the contract for good cause.
• Recording shut-off: Affected projects are paused and API keys revoked; the tracking script then records nothing for those projects.
• Address blocking: Addresses from which attacks originate can be added to our block list.

5. Contact

We receive reports from security researchers, hosting providers, affected persons and authorities at the same address as all other enquiries. Reports of unlawful use of the service are handled under clause 25 of the Terms of Service; please name the website or link concerned, describe the alleged infringement and tell us how to reach you: