> On 24 Apr 2019, at 10:20, Brian Kantor <br...@ampr.org> wrote: > > On Wed, Apr 24, 2019 at 09:59:20AM +0100, Laura Atkins wrote: >> >> Have you ever handled delivery support for an ISP? >> >> If you haven’t I respectfully suggest that you might want to talk to a few >> of the folks who do the work about their actual working environment before >> making such sweeping statements about how they should act. Whether you like >> it or not, MS is well ahead of most other ISPs in terms of the free support >> they offer to non-customers. >> >> I mean, how much time and effort does your company spend building tools, >> processes and even entire websites for use by non-customers? >> >> laura > > I would, in turn, suggest that your view might be a tiny bit narrower > than perhaps is appropriate. In today's environment, EVERYONE is > a Microsoft customer, even if they don't directly pay Microsoft for > a particular good or service. > > If you can afford it, offering good service to fellow professionals > whose pennies don't clink directly into your coffer yields some > rewards for your firm. > > Noblesse oblige? No, not so much as "enlightened self-interest". > And if anyone can, certainly Microsoft can afford it.
You cut the portion of the previous post I was specifically responding to. Specifically this sentence: “[MS employees should] be able to guess if you're a probable spammer or a legitimate sender who's been caught out, and then be helpful or not based on that.” I was pointing out that it’s not that easy . And, given they're guessing, perhaps they guessed wrong. My point was that while it seems easy to identify the “spam” from the “not spam” if you have a limited view of mail, there are a lot of grotty corners where the person handling the ticket is stuck making judgement calls. The volume is high and scaling is hard. Maintaining a functional deliverability desk isn’t as easy as looking at data and “guessing right". Folks who’ve not been in the trenches dealing with compliance don’t always understand how hard it is. If you think a little data will help you sort out the “good guys” from the “bad guys” then perhaps you don’t realize how complicated it is. I’ve been doing it for 20 years now, have established multiple compliance desks, and worked closely with others who have done son. I am still regularly confronted with cases where I can’t identify if the sender is just a little misguided or someone who is actively doing bad things. Do I guess? I have to. Do I get it wrong? Sometimes, yes. I recently got snowed by someone actively claiming to be a stand up business person who just wanted to create the best mail sending platform only to discover significant spammy behavior he was actively concealing from me. Will Microsoft guess wrong? Absolutely. I’m pretty sure the folks handling incoming tickets don’t have the same 20 years of experience I do. Expecting anyone to always get it right is folly. laura -- Having an Email Crisis? We can help! 800 823-9674 Laura Atkins Word to the Wise la...@wordtothewise.com (650) 437-0741 Email Delivery Blog: https://wordtothewise.com/blog
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