Email "Soft-suspension" ProcessBeginning on Tuesday, February 9th, 2010, we will be implementing a new anti-abuse process for all users of OpenSRS Email Service. We are putting in place a "soft-suspension" policy for all end-users that allows us to automatically suspend the ability for end-users to send outbound messages from their email accounts when more than an allowed number of sent messages from that user are marked as spam by recipients within a 24-hour period. This new process will allow us to better mitigate the amount of spam email sent from OpenSRS Email Service by end-users. In turn, this means a reduction in the chances of our service being blacklisted or tar-pitted by other email service providers and better overall deliverability for all users across the platform. What do I need to know?As an OpenSRS Reseller, you have the ability to lift the soft-suspension and re-enable sending without escalating to OpenSRS Reseller Support. This can be done at the "Domain Admin" and "Company Admin" levels. If one of your users is soft-suspended, you will automatically receive an AUP Notice sent to the "abuse contact" email account that is configured in the Mail Administration Center (MAC). The message will include up to three sample emails showing examples of the messages that the soft-suspended user was sending. Based on that email, we suggest make a determination as to whether the suspension was warranted and, if required, reach out to the end user. Depending on the types of messages being sent out, you may choose to a) lift the suspension immediately, b) educate the user and lift the suspension, or c) delete the account if there is a clear violation of abuse policies. In cases where there is a pattern detected that points to something that the you could possibly correct (i.e. a large number of fraudulent accounts created or repeated soft-suspensions from the same account) we expect that you will take appropriate action within your networks. What is a "soft-suspension"?Once an account is soft-suspended, the end user can still log in, read and receive inbound messages, but can't send mail until they contact the reseller. An account that has been soft-suspended can not be deleted until the soft-suspension is lifted. The end-user will not be told that they are soft-suspended. Instead, they will simply receive an error when attempting to send via webmail, or SMTP. How will I know a user is soft-suspended?There are three ways to tell a user has been soft-suspended:
How do I remove the soft-suspension?To remove the "soft-suspension" you need to log into the Mail Administration Center and view the affected account in the "Edit Mailbox" section. You'll see a notice on the "Status" line stating, in red type, "Some Services Disabled" (see fig. 1).
To remove the soft-suspension, click the "Status" link (see fig. 1) and then uncheck the box next to "Send Mail" (see fig. 2). The user's ability to send will be restored immediately.
What do I need to do right now?It's very important that the "abuse contact" in the Mail Administration Center (MAC) is a valid email address, and that it is a monitored account. Please log in to the Mail Administration Center (MAC) at your earliest convenience and ensure that the "Abuse Contact" is set and is current. You can edit or add contacts in the "Company" section of the MAC. Current contacts will be shown at the bottom of the "Edit Company" page. Clicking "New Contact" will allow you to add additional contacts, if required. You should also alert your support department to this new policy so that they are able to quickly identify and effectively deal with any end-user support requests surrounding soft-suspensions. Still have questions?If you have any further questions about our AUP process and policies, don't hesitate to contact Reseller Support at This e-mail address is being protected from spambots. You need JavaScript enabled to view it |
|
|
||||
|
|
|||||
|
Resource Center
|
|||||
|
|
|
|
Become A Reseller |
