Thought I would throw this question out here seeing as the tech support script robots are dirinvg me crazy by failing to answer my questions sensibly.
I recently had a customer sign up for this service, a financial services organisation, they send emails in batches ever day to their customers - several thousand emails at a time.
Thursday last week they got a notification that their outbound email had been blocked due to "malicious email activity".
Now, bear in mind, they are PCI DSS compliant, they have multiple firewalls, they have security scans and anti-virus running on every machine, they are as clean as a whistle when it comes to viruses and trojans, they have to be.
The McAfee tech sent a spreadsheet with a list of over five hundred emails that had been identified as being "malicious".
I sat down with two of the directors of this company and we looked at each "malicious" email, they were all emails sent from their systems to their customers regarding customer accounts, they were all valid and correct emails, none of them were malicious.
After much prodding the McAfee tech's turned the service back on and sent out a templated email with this warning attached:
"If outbound emailproblems continue to originate from your IP address after service has beenreinstated, it will be removed again, and requests for a second reinstatementare rarely approved."
My question is this: They sent no malicious emails therefore there was nothing they could change about their email activity so if they start emailing again via McAfee is this just going to happen again ? Are McAfee incapable of telling the difference between a company contacting it's customers via email and a spammer ? Do they work on volume ? Is there a limit on how much email can go through SaaS ?
I have had no luck getting a sensible response, if I phone tech support I get a scripted response from whomever I talk to telling me to answer questions and we go round and round in circles, I cannot get past the scripted phone support people.
I tried partner support they told me to call tech support - utter waste of time.
I need to know if this is a one off or if it is just a waste of time using the SaaS service for this volume of email traffic.
At the moment it's looking like my customer has wasted their money or at least my money as they are refusing to pay the bill now as they have no faith in McAfee to be able to support their email volumes.
I'm just glad I didn't sign up one of my other clients who was interested ; much bigger, 200 mailboxes, 20K emails a day.