A SaaS-based email service provider often receives reports from legitimate customers that their IP netblocks are on blacklists and they cannot send email.
The SaaS has confirmed that affected customers typically have IP addresses within broader network ranges and some abusive customers within the same IP ranges may have performed spam campaigns.
Which of the following actions should the SaaS provider perform to minimize legitimate customer impact?
Click on the arrows to vote for the correct answer
A. B. C. D.D.
The SaaS-based email service provider receives reports from legitimate customers that their IP netblocks are on blacklists, which prevent them from sending emails. The service provider has confirmed that abusive customers within the same IP ranges have performed spam campaigns. In this situation, the SaaS provider should take appropriate action to minimize the impact on legitimate customers.
Option A, informing the customer that the service provider does not have control over third-party blacklist entries and that the customer should reach out to the blacklist operator directly, is not an effective solution because it does not address the root cause of the problem. The customer is already aware of the blacklist, and reaching out to the blacklist operator may not yield the desired results. Moreover, the customer may perceive this response as a lack of responsibility on the part of the service provider.
Option B, performing a takedown of any customer accounts that have entries on email blacklists because this is a strong indicator of hostile behavior, is not an appropriate solution because it may result in false positives. Legitimate customers who are not engaged in spamming may also have their accounts taken down. This approach may also lead to loss of business and tarnish the reputation of the SaaS provider.
Option C, working with the legal department and threatening legal action against the blacklist operator if the netblocks are not removed because this is affecting legitimate traffic, is not an effective solution. Legal action should be considered a last resort and should not be used as a threat. Moreover, the blacklist operator may not be legally obliged to remove the netblocks, and this approach may further damage the relationship between the SaaS provider and the blacklist operator.
Option D, establishing a relationship with a blacklist operator so broad entries can be replaced with more granular entries and incorrect entries can be quickly pruned, is the most appropriate solution. This approach involves working with the blacklist operator to establish a trusted relationship where incorrect entries can be quickly pruned, and broad entries can be replaced with more granular entries. This solution benefits both the SaaS provider and the blacklist operator as it ensures legitimate traffic is not impacted, and the blacklist remains effective in blocking abusive traffic.
In conclusion, Option D is the best solution because it addresses the root cause of the problem while maintaining a good relationship with the blacklist operator. It is also a win-win solution for both parties involved.