There’s a robot as tier 1 that assigns a ticket (sends out an email) and does initial sanity checks (subsequent email). If the second reply is not to your liking, reply, and a real human will see it; this is the point to, “State Your Case”.
But they are *REQUIRED* to reply with cut & paste, as per Legal and Corporate Affairs. It’s a brutal world at Scale. When it gets escalated to Tier 3, there’s a bit more freedom, but it’s mostly copy and past again, for the exact same reasons. If there’s a weird issue, that goes to Tier 4, and this might seem to qualify if the issue can be seen to be on our side. The DNS timeout could be at many points along the line, but should still be investigated on both ends. When you reply to the robot’s second email, be sure to point that out as an issue that needs addressing. It would help if you had included the IP (or a range) where you are seeing issues. And yes, if the response you get back says, “We see nothing preventing …” you need to understand that this only applies to the front door, and not to what happens afterwards. By far the best approach is to impress upon your recipients the need to Safe Sender the traffic, as that overrules the SmartScreen filter, and the filter learns what is important to the intended recipients. Aloha, Michael. -- Michael J Wise Microsoft Corporation| Spam Analysis "Your Spam Specimen Has Been Processed." Got the Junk Mail Reporting Tool<http://www.microsoft.com/en-us/download/details.aspx?id=18275> ? From: John Cenile <[email protected]> Sent: Saturday, May 5, 2018 1:54 AM To: [email protected]; Michael Wise <[email protected]> Subject: Emails being sent to spam Hi Michael / MailOp, We're seeing a LOT of our customers emails going to spam when being sent to Hotmail, most of the time with the following error: TempError (protection.outlook.com<https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fprotection.outlook.com&data=02%7C01%7CMichael.Wise%40microsoft.com%7C7ed117965aaa4ab2759b08d5b265c5c5%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C636611072586566814&sdata=dwXQYUszv%2FjsFBLo524qbAssaoCDdYy%2Bu1EzjAciZMM%3D&reserved=0>: error in processing during lookup of <DOMAIN>: DNS Timeout) Their SPF record is fine, it includes ALL of the outgoing IPs that we use, and this has happened on domains using different DNS clusters in different locations (including Cloudflare's DNS). I've Google'd this error and either found unanswered Microsoft forum posts, or people saying to add the mail servers IP to the SPF (which I've done, same result). Our outgoing IPs aren't on any public blacklists obviously, and don't seem to have a bad reputation in SNDS. We have emailed Hotmail's support<https://na01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fsupport.microsoft.com%2Fen-us%2Fgetsupport%3Foaspworkflow%3Dstart_1.0.0.0%26wfname%3Dcapsub%26productkey%3Dedfsmsbl3%26ccsid%3D635701890986028985%26forceorigin%3Desmc&data=02%7C01%7CMichael.Wise%40microsoft.com%7C7ed117965aaa4ab2759b08d5b265c5c5%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C636611072586566814&sdata=OSGiQiOPufFBFHGyGhyQkIa7pL8WYONLuHQ3WG3dMu0%3D&reserved=0> dozens of times in the past, they are beyond useless - assuming they're even people, from what I can tell they're just copy and paste bots. Using https://www.mail-tester.com<https://na01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.mail-tester.com&data=02%7C01%7CMichael.Wise%40microsoft.com%7C7ed117965aaa4ab2759b08d5b265c5c5%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C636611072586566814&sdata=%2FtELgPuttxikKDQm11%2FqRReYj12312JVJ%2B6PF6PJC5k%3D&reserved=0> to test my domains SPF / DKIM / domain reputation / blacklists, etc, I scored 10/10, yet seconds later when I email my test Hotmail, it goes straight to Junk with no valid reason. Can ANYONE provide some more information on what this error means? As far as I can see, with the test domains that I'm using there should zero reason for them to go to Junk. If anyone from Microsoft that can actually help could contact me off list so I can provide specific examples, that would be great. Thanks.
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