Anti Spam Policy
SendGuru only supports lawful email marketing practices. Unsolicited commercial email (UCE) may not contain an option to unsubscribe. UCE is the opposite of closed-loop authenticated email: those that are requested, anticipated, personal and relevant. UCE may violate the United States of America's CAN-SPAM Act of 2003.
Encouraging the Creation of Closed-Loop Authenticated Distribution Lists:
- Closed-Loop Authentication List Building - Our products enable clients to put an 'opt-in' form on their website. This feature collects and stores email addresses of permission-based recipients. All SendGuru products use closed-loop authentication: an email address is not added to the recipient list until a reply to a confirmation email is received. This process is implemented completely by the software.
- Contact List Abuse Prevention - Our contact list hygiene system uses sophisticated algorithms to assess the probability that a list does not use closed-loop authentication. Any list that fails in the hygiene system is locked and reviewed by SendGuru
SendGuru technology automatically screens email campaigns for indicators of potential problems such as campaign size, billing plan selected, IP address of user, time between account creation and campaign scheduling, multiple credit card refusals, and user profile information (i.e.: email address used, and specific words used in the subject or content of the campaign). Any email campaign that surpasses a threshold is held until the postmaster reviews and clears it. To protect SendGuru's reputation, and that of its clients, SendGuru offers to help new SendGuru customers upload their first large email distribution list. This allows SendGuru to view the contents of an email distribution list, with the customer's permission. In addition, SendGuru helps first time SendGuru customers run a sample email campaign to a few select recipients from their list before sending to the rest.
As customers use SendGuru's systems, the number of complaints they receive is tracked by an internal reputation system. Customers with a low number of complaints are not subject to the early warning monitoring or list upload restrictions. Larger lists are uploaded not by the customer, but by SendGuru upon the customerís instruction, and are subject to manual scrutiny.
Software Control Tools
SendGuru provides its Campigner customers with certain tools to assist in compliance with the United States of America's CAN-SPAM Act of 2003. For example, SendGuru Products independently adds an unsubscribe option to each email sent. Unsubscribes can be requested either via a link in each email, or by replying to the email with "unsubscribe" in the subject line.
Email Sending Practices
SendGuru honors ISP policies (restrictions on number of connections, size of pipe, speed of sending servers, open relay off, reverse DNS enabled, RFC compliance). Authentication standards, such as sender policy framework (SPF), are used for outgoing email campaigns. SendGuru products distinguishes between soft and hard bounces. Hard bounces are immediately flagged and suppressed from future mailings.
Dealing with Complaints
When a complaint is received the following process is followed:
- Every complaint that is received is reviewed by SendGuru's postmaster.
- If the email address of the complainant is known, it will be immediately unsubscribed from the relevant customer list.
- If the email address of the complainant is known, they will be notified that their email address has been removed. If the complaint came via an ISP, they too will be notified of the action taken.
- The postmaster will lock the list, review its source with the customer and may either discuss the complaint are received, or terminate the account entirely.