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Support - Client TOS Notification

Adhost Abuse - Client TOS Notification

We have started sending out messages that read Re: Client TOS Notification in the subject line. The reason we are sending out these notifications is that AOL started blocking the Adhost mail server thus inhibiting any of our clients from sending emails to AOL users. We have many clients that not only send messages to AOL users but we also have clients who receive messages from their domain and have them forwarded to their AOL account. Because we have a significant user base that have AOL accounts, it is just not viable for our mail server to be continuously blocked by AOL much less any other Internet Service Provider (ISP).

As a part of the resolution, so the Adhost mail server will remain unblocked by AOL, we agreed to allow AOL to send their spam complaints to our Adhost Abuse email address for any complaint that contains an Internet Protocol (IP) address we control. Typically this IP address is our mail server address. When we receive a complaint from AOL, we are given the Internet Headers and the content of the original message that the AOL user is complaining about. From the Internet Headers, our Support Team determines the actual origination of the message in question then we notify the client. We only notify a client in two instances :

1. The message originated from your domain.
2. Those clients who turn in complaints implying that Adhost is spamming them yet all we do is forward email for your domain to your AOL account.

What you should do if you receive this notification will depend if the message the AOL user is complaining about originated from your domain (a web site we host for you) or if we host your site and you have indicated that you wanted all your email messages going to your domain forwarded to your AOL account.

The Message to the AOL user Originated from your Domain:

Adhost fully understands that many of the complaints we are receiving are from AOL users are users who chosen to receive your newsletter. However, instead of returning to your web site and removing their name from your database, they have submitted a complaint with AOL. Our recommendation:

• The email address of the newsletter recipient is contained within the body of the message:
  
  1. Either via an unsubscribe link that allows the AOL user to opt-out or remove themselves from receiving the newsletter.
  2. Typically this is required so your newsletter emails are not identified as SPAM.

Because many of the Spam Complaints we receive from AOL have "undisclosed recipients" in the TO field - having the email address of the recipient contained within the body of the message (or unsubscribe link) quickly identifies them for easy removal from your newsletter database.

We are not requiring a response at this time that you have removed the AOL user however we do suggest emailing us back indicating that the AOL user (give us the email address) was removed from your bulk newsletter list. This way if we do need to follow up with AOL then we have all the necessary information.

Adhost forwards email messages from your domain to your AOL Account:

These spam complaints are the most enigmatic type because what is happening is that ALL your messages (legitimate and spam) are being sent from your domain to your AOL account yet Adhost is being held responsible as the one sending you spam when that is not entirely accurate. A perfect example is when our client set up a contact us form on their web site that generates an email message when submitted by their user; however, those messages are sent to our client's AOL account and our client did not receive it because they have previous indicated messages coming from Adhost are spam including those messages generated by their own web site.

Over the several hundred spam complaints we have received from AOL account users, we have surmised that many of them are possibly being sent without your acknowledgment like in the example above. This may be due to how you have your spam filters set with AOL such that AOL then automatically filters those out without you seeing the message and they (AOL) then sends us the complaint. If you receive a message from Adhost notifying you that we have received a spam complaint yet you did not initiate the spam complaint we would appreciate any assistance you can offer such as:

1. How do have your spam filters set with AOL
2. Are you willing to contact AOL regarding these complaints and let us know how that is resolved

However, if you did initiate the spam complaint then this could cause Adhost to revisit the services we offer to our clients. As of now, Adhost is not taking further action with the clients who have email forwarding to their AOL account. Yet we are asking you to reconsider that service because although there are only few advantages compared to the disadvantages of that service.

Advantages for domain mail forwarding:

• ALL email messages for your domain sent to your AOL account
• Doesn't require you to set up additional email accounts in your email client

Disadvantages for using the domain mail forwarding service:

• ALL email messages (legitimate and spam) for your domain sent to your AOL account
  
  • You are unable to use the Adhost Virus/Spam filtering system
• You are unable to use Adhost in determining:
  
  • Why an email message bounced
  • Why you are unable to send:
    
    • AOL and other Internet Service Providers will only help if you cannot send ANY message
    • We assist if you cannot send ANY messages or even A single message
  • Was a message sent from our mail server to your intended recipient
  • Was a message sent to you from another person
    
    • In other words, did the message reach our mailer server that was intended for you
• We cannot block known spamming IP's for you.

By choosing to use Adhost as your primary mail server you would be able to turn those disadvantages of mail forwarding into advantages.

Regardless if you are the client who is sending newsletters to AOL users or you are having email forwarded to your AOL account, Adhost is requesting your help in taking measures to reduce these spam complaints from AOL and thus help keep Adhost in good standing so we are not blacklisted with AOL. Blacklisting means Adhost would not be able to send ANY email messages to AOL users so not only could our clients who send out newsletters be able to send mail but also you would not receive any messages from your domain. As you can see these spam complaints are not an ideal situation for anyone and we welcome any assistance from our clients.