I feel that's the way it should be. Otherwise you run into the problems of a customer's service being taken down due to frivolous/malicious reasons.

Honestly, I wouldn't expect a hosting service of that scale to even respond to something like that unless it was a serious letter from law enforcement.

Often today we're stuck with guilty until proven innocent in online communities, ex - DMCA. So I think I like what they're doing.

And with cases where malware, etc is involved, it gets a lot more difficult to conclusively point out malice.