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  Post #6 (permalink)   07-25-2017, 08:43 AM
WPCYCLE
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Join Date: May 2016
Posts: 45

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It's your company...and executive decisions have to be made


Quote:
Originally Posted by xtm_mike View Post
I run a small hosting company, most clients have been through word of mouth, local companies, etc.. basically individuals I have been able to build a relationship with.
We all have been there...


Quote:
Originally Posted by xtm_mike View Post
More recently we have started getting clients through Google, forums and other organic sources which is great...

...and it is great when it goes beyond the Word of Mouth circles.


Quote:
Originally Posted by xtm_mike View Post
I've got a customer that I'm not sure how to handle.

There's always one. Always.

Quote:
Originally Posted by xtm_mike View Post
I flagged the customer and noticed they immediately redirected the domain elsewhere and setup 5 email addresses. The hosting account is not being used but the customer is sending continuously sending emails.

I looked into the client and it doesn't appear to be a clear cut spam attempt... The client looks like a legitimate business with public records, contact details, lots of websites, address, contact numbers.

Everything looks to be in order, except that the account is being used to promote their business interests via email on my servers.

My TOS clearly states that hosting accounts can't be used to send unsolicited emails / spam and I have a hard restriction of 250 per hour.

What would you do? Do you typically allow shared hosting accounts to be used for sending emails only? Why is this client not using a service like MailChimp? The emails being sent are promoting a business, why not send from their business domain?

Is 250 emails per hour continuously an okay limit?

Would you contact client? do nothing? suspend account? would you refund? The client also has domain would you suspend the account and allow access to the domain?

I'm basically not sure how to approach it if the client is even doing anything wrong?

My gut feeling is that client has obtained email lists and is using my services to send advertisements to them. It may not be typical spam (scams, viagra, etc...) however if enough email addresses report the emails as spam we could still end up with black listed IPs.

thoughts?

I won't break this part down since it involve a section by section response.

Email limits...depends on the customer and trust level. On average, 100 is a good limit. If it's a client that you know personally, and emails are a part of their business...2000, 300, what ever they need. It's very likely everyone on their list is suppose to be on that list.

What you need to be concerned with is your IP being Blacklisted. The reason this person is your using your service for emails, and their website...their website IP will stay protected with zero issues, while they use your IP to send out emails and potentially get it blacklisted. It's also very likely that they signed-up with you because they were kicked off their previous host...for sending emails.

Another thing to consider...if your IP is blacklisted...all the legitimate customers that use that IP will not be able to send any emails. So you will have much bigger problems because of one customer.

1. Reach out to them.
2. Let them know the rules (TOS)
3. Give them 24 hours to respond
4. Suspend
5. Then terminate

I guarantee once you reach out to them, they will not respond because they busy signing up with another service to have on hold when this one has issues.
 
 
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easyhostmedia (07-25-2017)