A customer tells that user/s are receiving spam.
If the customer has their own email server, the smtp traffic should be permitted only from the IP numbers of D-Fence. The permitted IPs and instructions are available in the PartnerAdmin user manual.
In other cases the relevant procedure is followed:
a) Which kind of spam is coming through (that is, to exclude uncalled-for error reports that customers often regard as spam) and
to which domain does it come? (that is, does the spam come to namely a protected domain and not to an inbox to which mail is received from both a domain protected by D-Fence and also through another, unprotected domain)?
At the same time it should be checked that emails are not forwarded from another, e.g. private address of the customer. In such case the protection system does not get spam for assessment from the sender, but from the correct sender of valid email. This is a critical difference from the aspect of protection.
b) Has the service marked spam mail with ”SPAM + number of points”?
c) Where does it come from (headers, i.e. is it sure that mail is not ”leaking” past the filters)?
(( leak = in headers no indication of *.d-fence.fi – servers)) How I find headers? »
If mail is not arriving through a domain protected by D-Fence and the filtering servers of D-Fence, no changes in the service settings will help, since the mail is ”leaking” in, passing the filters.
More about receiving spam »
To fix the problem:
If spam is coming through the D-Fence filtering, the problem can be fixed by increasing the strictness level of service settings. Requests for increasing the strictness level to the address firstname.lastname@example.org and after this the level can be increased by stages. Blocking level never below the value of 5.000.
In case of a problem as in point A, the possible forwarding should be cancelled, or in case of a traffic coming through an unprotected domain, all the domains of the customer should be covered with spam protection.
In the situation in point B, the given mail has received a number of spam points sufficient for being marked, but the blocking limit has not yet been achieved. In case of a notable problem, it would be worthwhile to increase the strictness level of service settings.
In case of a problem as in point C, the email service provider should be contacted, who could prevent the bypass. The leakage correction instruction for ISP »
Along the years our filtering services have proven to be significantly reliable. Practice has shown that in case of a change in the service level, it has always resulted from a problem similar to those described in point A and point C above.