To All but to Bryan specifically as well...
Michelle Sullivan wrote:
Jaren Angerbauer wrote:
On Sat, Jan 7, 2017 at 9:10 PM, Michelle Sullivan <[email protected]
<mailto:[email protected]>> wrote:
Perhaps you'd like to backup the assertion that "It did not look
like spam and was sent to a small group of email addresses." with
the actual IP address so I can verify or deny your assertion.
Bryan sent me the IP address privately. The message caught was
legitimate -- looked to me like standard corporate communication.
Ping me off list if you want the details.
Please do as I need to work out how a legitimate message ended up in a
Spamtrap (one would expect that to be highly unlikely.)
Ok first I'm going to apologise to Bryan for being abrasive my nature is
to be suspicious of anyone who publicly criticizes SORBS whilst hiding
the cause/listing details and making claims of legitimacy. I thank
those who took part in the thread that gave support directly or indirectly.
The email in the DB does appear to be a legitimate email.
It was sent to multiple recipients.
One of the recipients was a spamtrap email address which was rejecting
all emails (as "550 5.7.1 User Unknown") for at least 6 months of the
last 10 months and in the last 4 months is one of the [many] addresses
that if you email it you might receive a "550 5.7.1 User Unknown" or not
based on a whole complex rule set the involves all sorts of
connection/sender/recipient and DNS heuristics. In another 2 months it
will blanket accept all emails, filtering out certain types of emails
after accepting and forwarding them to the SORBS Automated Spamtrap
system along with a whole load of other systems that are non-SORBS.
The listing was held for 48 hours in-spite of this seemingly obvious
error because of internal policy, and that is my fault. I instructed
that Spamtrap listings should be held for 48 hours for reasons explained
elsewhere in this thread. The support ticket was first handled by the
robot (as all are) - Level 0 support - , then it was handled by a real
person - Level 1 Team -, and unfortunately that person did not escalate
after the 2nd or 3rd reply to the Level 2 team, or take the initiative
and consider delisting themselves as an exception... I am Level 3, and
I get about one support case a quarter to look at now instead of 200+
per day which shows how the system has improved over the years
(especially as we see thousands of tickets a week and it is growing in
number).. That said it (the system/policy/process) is not infallible
which this case proves.
This reply is as always *my* attempt to be as transparent in our
processes as possible as I have always tried, without compromising
company secrets, I hope it is informative to others when it comes to the
use and/or contact with SORBS in the future. The important thing to do
in every case is reply when you don't have the answer you need to get it
escalated up the chain... (particularly to robot replies if the robot
did not do what you want.. as if you don't it will never be seen by a
human.)
Regards,
Michelle
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