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Sparkpost: Momentum in the Cloud

Today MessageSystems announced the launch of SparkPost: the world’s most advanced cloud email delivery service. Using the Momentum engine, SparkPost lets small and medium size companies have access to the tools previously reserved for larger companies.

A series of tubes

The Internet and pundits had a field day with Senator Stevens, when he explained the Internet was a series of tubes.
I always interpreted his statement as coming from someone who demanded an engineer tell him why his mail was delayed. The engineer used the “tube” metaphor to explain network congestion and packets and TCP, and when the Senator tried to forward on the information he got it a little wrong. I do credit the Senator with trying to understand how the Internet works, even if he got it somewhat wrong. This knowledge, or lack there of, drove his policy positions on the issue of Net Neutrality.
In the coming years, I believe we’re going to be seeing more regulations around the net, both for individuals and for corporations. These regulations can make things better, or they can make things worse. I believe it’s extremely important that our elected officials have a working understanding of the Internet in order to make sensible policy. This understanding doesn’t have to be in their own head, they can hire smart people to answer their questions and explain the implications of policy.
Apparently I’m not the only one who thinks it is important for our elected officials to have a working knowledge of technology. Paul Schreiber put up a blog post comparing the website technology used by the current Presidential candidates. Do I really expect the candidate to be involved in decisions like what domain registrar or SSL certificate provider to use? No. But I do expect them to hire people who can create and build technology that is within current best practices.

Don't like opt-outs? Target your program better.

I get a LOT of spam here. Most of it is marked and trivial to get rid of. Some of it is what I would call semi-legitimate. It’s a real product, but I never asked to receive any information from this company and am not actually part of their demographic. For one time things I just hit delete and move on. Life is too short to complain or opt out of every spam I get. (Tried that, got more mail)
But sometimes if the same sender keeps bothering me, I will send back an email asking them to cease contact. I recently had an occasion where someone sent an initial email trying to sell me bulk SMS, online video and other services. I ignored it because we’re not in the market for any of these services. A week later I get a followup asking why I hadn’t provided feedback to them and if there was a better person to talk to at the company. I looked for a way to opt-out of this message stream, but there wasn’t one. I send a reply telling them we were not interested in speaking to them and to please cease all communication. (“You didn’t receive feedback because I have no interest in talking to you. Please cease all future contact.” Admittedly that was terse, but it was polite.)
My request to cease communication was not well received, nor was it honored. Mind you, they first contacted me trying to sell me services that are totally off what we offer. When I asked them not to contact me, they turned it around that we’d lost business.

Best practices … what are they?

“We follow all the best practices!” is a common refrain from many senders. But what does best practices really mean?
To me the bulk of best practices are related to permission, technical setup and identity.

March 2015: The month in email

Happy March! We started the month with some more movement around CASL enforcement from our spam-fighting friends to the north. We noted a $1.1 million fine levied against Compu-Finder for CASL violations, as well as a $48,000 fine to Plentyoffish Media for failing to provide unsubscribe links. We noted a few interesting things: the fines are not being imposed at the maximum limits, violations are not just on B2C marketing, but also on B2B senders, and finally, that it really just makes sense — both from a delivery perspective and a financial perspective — to comply with the very reasonable best practices outlined in CASL.

Old Lists and RadioShack

RadioShack is putting their assets up for sale including more than 65 million customer records and 13 million email addresses. Many are up in arms about the sale of personal data including the Texas Attorney General and AT&T who both want the data destroyed.
Part of the controversy is that RadioShack’s privacy policy states the collected data will be only used by RadioShack and its affiliates and that they will not “sell or rent your personally identifiable information to anyone at any time”. Company acquisitions happen all the time and data like this is often sold to the new owner and the sale of customer data is common. The problem with RadioShack selling the customer data is that their privacy policy states they will never sell the information.
RadioShack was one of the first companies to ask for personal information at checkout, sometimes refusing a sale without providing it and the collection of data during checkout caught on quickly. Having demographic information for retargeting of customers is extremely valuable to marketers, but only if it’s valid data. With RadioShack, people often lie about their zip code and if they are giving incorrect zip codes I’m pretty sure their email address isn’t going to be valid either. Even Kramer asks why does RadioShack ask for your phone number…
https://www.youtube.com/watch?v=WgfaYKoQxzQ
If a client asked if this was a good investment and if the list had value, I would tell them no. Sending to this list will have poor delivery because the data is dirty and the lack of a clear opt-in is going to be problematic especially since a RadioShack customer is not expecting to receive mail from you. Many ESPs have policies prohibiting sending to a purchased list and doing so will hurt your relationship with the ESP.
If a client had already purchased the list and wanted to send to it, I would tell them their reputation is going to take a significant hit and I would discourage them from sending. The list is going to be full of domains that no longer exist and contain abandoned email addresses including ones that have been turned into spam traps.
When preparing to send to a new list of email addresses, I go through this process:

What to do when an important email bounces

Some emails are more important than others. I know, I know, all emails are important, but really, some are more important than others.
I’ve recently been decluttering by the simple expedient of enrolling in paperless statements for some of our accounts. We have a 1TB NAS, I’m not going to run out of storage space and I will have so much less paper to deal with. Plus, electronic searches are easier than digging through a file I’ve just shoved statements in for the whole year.
Some companies just let you sign up for statements online and don’t take any extra steps to verify your email address or tell you what happens if your email breaks. But at least one company has gone the extra mile to establish how they handle email bounces.
consentforpaperlessdocs
First, to sign up for paperless notifications I have to give my consent to receive docs. Even better, when I look at the important information it expressly details what happens if my email address bounces.

Yahoo FBL Down

We’re seeing multiple reports that the Yahoo feedback loop stopped working some time in the past couple of days. If you’re not seeing reports, it’s not just you.

Bad SPF can hurt your reputation

Can a bad SPF record ruin your delivery, even though all your mail still passes SPF?
Yes, it can.
One of our clients had issues with poor delivery rates to the inbox at gmail and came to us with the theory that it was due to other people using their domain to send spam to gmail. This theory was based on ReturnPath instrumentation showing mail “from” their domain coming from other IP addresses, and a plausible looking correlation between that mail being sent and their problems at gmail.
Checking their bounce handler, we see a lot of bounces coming in suggesting that someone is sending poor quality mail using their bounce domain from quite a few IP addresses, including a suspicious number scattered in small blocks across 69.64.0.0/8.
Their question they had was whether they should publish DMARC records to fix the problem, and whether they should use a DMARC policy of p=reject or p=none. They’re a good candidate for DMARC – their domains are used purely for bulk or transactional mail, they have a tightly controlled mail infrastructure for their marketing domains, and they’re already publishing SPF records and signing all the mail they send with DKIM.
I was half way through writing up my normal answer about DMARC deployment for customers with this sort of mail infrastructure – “It won’t help with delivery problems directly, but publishing with p=none and analyzing the reports you get back will give you insight into your mail flows, and provide the data you need to decide whether using DMARC p=reject is appropriate for your business model and mail flows.” – when I realized that something just didn’t make sense.
Gmail, perhaps more than most other mailbox providers, base their delivery decisions on data they gather mechanically from all their mailboxes. And they really understand domain-based reputation and the difference between authenticated and non-authenticated email. Why on earth would non-authenticated email from an unrelated IP address be damaging the domain reputation, and hence the delivery of authenticated legitimate email? That makes no sense.
Meanwhile, over in our slack channel, Josh was double-checking their infrastructure…

slack
Oops. They have a small block of 8 IP addresses from which they send most of their email. When setting up their SPF records they inadvertently used ip4:69.20.20.48/8 instead of ip4:69.20.20.48/29 for that block of addresses. A /8 isn’t eight IP addresses – it’s every one of the 16,777,216 IP addresses that begins with “69.”.
Suddenly everything makes sense.
The SPF thinko means that all mail claiming to be from the client domain that’s sent from any IP address beginning with “69.” passes SPF – including the deluge of spam coming from the snowshoe spammers in 69.64.*.
Gmail (and other ISPs) don’t see a difference between the legitimate email and the SPF authenticated spam – they’re just seeing a high volume of authenticated email from the client domain, a large fraction of which is spam. That’s damaged the reputation of the client domain, causing their legitimate email to end up in the spam folder.
(The reality of filtering is more than just domain reputation, of course, but a terrible domain reputation is definitely going to cause you problems.)
The immediate action to take is simple – fix the SPF record so only legitimate mail will be authenticated. That’ll take effect within a couple of hours, as the old SPF record has a short TTL, and ISPs will start seeing the correct SPF record and begin rejigging their reputation.
We’ll keep monitoring delivery rates, check how long ISPs take to notice reputation changes, potentially reach out to some ISPs to see if it’s appropriate for them to do a one-time reputation reset for the affected domains, but we’re hoping things will begin to improve in the next few days.
What can you do to avoid or mitigate this sort of problem?

Thoughts on Gmail filtering

Gmail has some extremely complex filters. They’re machine learning based and measure hundreds of things about incoming mail. The filters are continually adjusting to changes and updating how they treat specific mail.
One consequence of continually adjusting machine learning filters is that filtering is not static. What passes to the inbox now, may not pass in a couple hours.
One of the other challenges with Gmail filters is that they look at all the mail mentioning a particular domain and so affiliate mail and 3rd party mail can affect delivery of corporate mail.
The good news is that continually adjusting filters adapt to positive changes as well as negative ones. In fact, I recently made a segmentation suggestion to a client and they saw a significant increase in inbox delivery at Gmail the next day.
Gmail can be a challenge for delivery, but send mail users want and mail does go to the inbox.