Clients Domain Spamming
EMAIL CONCERN: CLIENT’S DOMAIN SENDING UNSOLICITED SPAM EMAILS
1. TECHNICAL SUPPORT – Make sure our email notifications for the client is evident enough to prove that there are unwanted emails coming from their end.
a. Using qmHandle, get the header and content of the suspected email and place them on a notepad. Save the file named “domain.com-headers.txt”
***Reminder: Before you proceed to the next step make sure to read the text file found on steps 2 and step 4 and replace all “domainname.com” with the proper domain. ***
2. The system administrator in-charge of the email server will first notify our clients by sending a canned message containing how to avoid this type of mail issue and the file we created on STEP 1. The email should be sent to the client’s authorized email address and CC: customercare@webfocus.ph using our helpdesk center.
- PATH: \\orion\data\technical support\advisory and notices\canned messages\unsolicited email spam
- FILE: AUP spamming activity - warning.txt
3. Our technical team will continuously monitor the mail server’s activity and if found the client still sending unwanted emails you may proceed to STEP 4.
4. CUSTOMER CARE – You may send the final warning to the client and respond to the thread created on STEP 2.
- PATH: \\orion\data\technical support\advisory and notices\canned messages\unsolicited email spam
- FILE: AUP spamming activity - final.txt
5. TECHNICAL SUPPORT – Be sure to monitor the activity within the 12 hour duration and to endorse this properly to the next shift to properly address this issue.
6. If the client is still found to be spamming the server, we can let them choose the following options:
- a. We can do the manual scan however they will avail our Doc Pedro Support services and discuss this once agreed.
- b. Offer them a dedicated server that will some how isolate the issue and troubleshoot even further through their dedicated server.
7.TECHNICAL SUPPORT - We can now suspend the account on the server.
***Reminder: To read the stated procedure to avoid confusion and keep in mind to inform everyone about the status. ***
