Sender and Abuse Complaints
Postini takes complaints about junk email seriously. If you are a sender with a complaint about an email you sent to a Postini customer, or if you believe that you have received a junk email from Postini, read the following Postini policies regarding sender and abuse complaints and, if appropriate, fill in and submit the complaint form.
Sender Complaint PolicyIf you are a sender of an email that you believe is being blocked by Postini, please be advised that Postini provides a service to its customers that enable the detection and removal of junk email and virus emails before they are received by the customers' email servers. Postini provides its customers with a set of tools designed to allow our customers to decide what types of emails they wish to receive and block, such as email that they consider to be junk. These tools can be adjusted by a customer's end users and/or by the customer's system administrator for all recipients. Postini will not make changes to its customers' settings on behalf of a sender. If you are sending emails to a Postini customer and you believe that the Postini system has incorrectly blocked your legitimate email, you will need to contact the recipient email server administrator and ask them to change their Postini settings to allow your emails through. Postini does not work with bulk email senders to exempt email from its junk email filtering technology and does not employ a global "white list".
Abuse Complaint Policy
Postini does not send junk email messages. If you believe you have received a junk email message from a Postini server, please consider all of these situations before escalating an Abuse Complaint to Postini.
- Postini End User: Incoming email received by a Postini
customer is routed through Postini, but Postini is not the initiator
of this
mail. Please examine
the actual email header on a purported junk email, as this will confirm
that this email was initiated by a third party, not by Postini. Note
that the IP address listed as "source" in the email header
is the server that transmitted the message to Postini.
- Junk Email Software: Some Postini customers use
rudimentary junk email protection software packages, which may submit
abuse complaints
to all servers listed in the email headers (including Postini's
server, which will be listed in the email header). Please examine the
actual email header, as this will confirm that this email was initiated
by a third party, not by Postini.
- Third Party: Non-Postini customers that believe
they have received a junk email from Postini should consider the following:
- A check of the DNS MX records for the sender will show a Postini
IP address. DNS MX records are used for incoming email delivery,
not outbound. A further review of the email headers will show the
actual sending email server that is not Postini. Complaints in
this situation should be directed to the sending email administrator,
not Postini.
- A check of the email headers shows a Postini mail server. There
are two possibilities:
- A Postini customer is using Postini's outbound filtering service
and has routed their outbound mail through Postini. The email headers contain
the text "obsmtp.com". In this case, complaints should be directed
to the sending email administrator, not Postini, as Postini is not responsible
for email sent by a Postini customer using Postini’s outbound filtering
service.
- The header has been spoofed by the junk email sender and contains a Postini inbound email server name. The email headers contain the text "psmtp.com". In this case, complaints should not be directed to Postini nor a Postini customer, as these emails are not sent from a Postini server. Complaints should be directed to the original email server system administrator.
- A Postini customer is using Postini's outbound filtering service
and has routed their outbound mail through Postini. The email headers contain
the text "obsmtp.com". In this case, complaints should be directed
to the sending email administrator, not Postini, as Postini is not responsible
for email sent by a Postini customer using Postini’s outbound filtering
service.
- A check of the DNS MX records for the sender will show a Postini
IP address. DNS MX records are used for incoming email delivery,
not outbound. A further review of the email headers will show the
actual sending email server that is not Postini. Complaints in
this situation should be directed to the sending email administrator,
not Postini.
