emails to customers being blocked

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Permalink Reply by VR Delivery Team on November 2, 2009 at 12:17pm

Kimberly,
If I understand the issue correctly you have having difficulty getting your own campaigns delivered into your own network, please let me know if I have misunderstood.

This is relatively common and occurs as Postini is attempting to protect your network from phishing. Some email networks block or filter mail that appears to be internal mail coming from an unfamiliar external network. For example, here at VerticalResponse we may block mail that has a VerticalResponse in it's From Address or appears to be internal mail in other ways. This happens most often with the Postini Email Network, now part of Google's business services.

I suggest adding our sending IPs to your IP LOCK. Have your IT department review this page and add a Batch Command to allow mail from our IPs to be delivered to your network.

Navigate to: http://www.postini.com/webdocs/admin_ee_cu/wwhelp/wwhimpl/common/ht...

An example of a Batch Command:

showallowedips MyOrg

vresp.com -> 209.57.6.0/24
vresp.com -> 209.66.113.0/24
vresp.com -> 74.116.88.0/24

I hope this helps!

Though, commenting on your Postini scores (CV:99.9000 FC:95.5390 LC:95.5390 R:95.9108 P:95.9108 M:94.5022 C:98.6951) These are all good scores, if you saw some dip below 85 then that would be cause for concern, in this case, the higher the score the better.

Thank you,
Kiersti Esparza
Email Delivery Manager
VerticalResponse.com

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Permalink Reply by Kimberly Bernick on November 2, 2009 at 12:23pm

Hi Kiersti,

We're actually having trouble getting our emails delivered to our customers, not internally. Many seem to be blocking them entirely, and we really have no idea why. The postini scores seem good, we have a good ratio of text to images, we are avoiding trigger words as much as possible. We're even asking customers to whitelist synergex@info.synergex.com (the VerticalResponse address we send from), and it seems to make no difference. (We have confirmed with some that they have done this and then resent.)

Any more thoughts on why this might be happening would be greatly appreciated.

Also, we are considering bringing in a 3rd party consultant to help us sort this out--if you have any recommendations for a company who does that, we would appreciate that info as well.

Thanks,
Kim

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Permalink Reply by VR Delivery Team on November 2, 2009 at 1:56pm

Kimberly - I didn't connect that you were with Synergex. There were DNS issues earlier that caused delivery issues for you that have been identified. I am working with member of your team now to continue to isolate the issues and get them resolved. Apologies I didn't make the connection sooner.

-Kiersti

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Permalink Reply by Kimberly Bernick on November 3, 2009 at 10:00am

Kiersti,

Yes, you are working with someone here on an entirely different matter. You were working with him on why we were having no bounces reported. That was the DNS issue.

Again, this is my current question:

We're actually having trouble getting our emails delivered to our customers, not internally. Many seem to be blocking them entirely, and we really have no idea why. The postini scores seem good, we have a good ratio of text to images, we are avoiding trigger words as much as possible. We're even asking customers to whitelist synergex@info.synergex.com (the VerticalResponse address we send from), and it seems to make no difference. (We have confirmed with some that they have done this and then resent.)

Any more thoughts on why this might be happening would be greatly appreciated.

Also, we are considering bringing in a 3rd party consultant to help us sort this out--if you have any recommendations for a company who does that, we would appreciate that info as well.

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