Suran SMTP Hosting Service

As a complimentary service to our Data Hosting users, Suran Systems, Inc. will provide an SMTP account to send email through our products. The goal of this SMTP hosting service is to ensure that our users can successfully and easily communicate with their membership and constituency.

Enrolling in the SMTP Service

Data Hosting users are not automatically enrolled in the SMTP hosting service. Instead, a user must request an SMTP hosting account by contacting technical support. There is no fee for using this service, but there are some restrictions in place to ensure the service is not abused and meets best practices for sending email.

When enrolling in the SMTP service you need to provide your sending domain or domains. A sending domain is the latter part of the email address you will use to send email. For example, if your email announcements come from office@fccbigcity.org, then  fccbigcity.org  would be your sending domain.

Setting up SMTP hosting can take up to one day, although it is generally accomplished much sooner. Once your databases are configured to use the SMTP hosting service you can send as much email as you'd like while adhering to the restrictions outlined below.

Restrictions

Domains

Only email that is sent from registered sending domains will be allowed. There are several domains that cannot be used with the Suran SMTP service. This restriction is in effect at the request of the companies who own these domains as an anti-spam measure. The domains that cannot be used with the Suran SMTP hosting service are:

  • gmail.com
  • yahoo.com
  • aol.com
  • mail.ru

It is possible additional email providers will adopt similar restrictions in the future. If that happens, this list will be updated and the new restrictions will be communicated to our SMTP hosting service users.

If you need to add new domains simply contact our technical support team and make your request. There is no restriction on the number of domains you can register.

If you try to send email from an unregistered domain, you will receive an error message of "550  You are not allowed to send from that email address" and the email will not be sent.

Content

The Suran SMTP hosting service may be used for this type of communication only:

  • Announcements concerning the activities of your organization
  • Receipts for electronic transactions and registrations
  • Correspondence relating to regular business, such as inquires about tax-deductible gifts

In all cases, you must have a pre-existing relationship with the email recipient. Unsolicited email communication is strictly prohibited and will be grounds for termination of the Suran SMTP hosting service.

Email should contain instructions for the recipient to unsubscribe. This can be as simple as asking the recipient to reply back with the word REMOVE in the subject.

Bounce-backs

When an email cannot be delivered you will receive a notice of it. Review that notice to determine if the failure is hard or soft. A hard failure might be:

  • The email address is unknown by the receiving server
  • That email address has been permanently suspended

A soft failure might be:

  • The email inbox is full
  • The receiving server is offline and delivery will be retried after a period of time

For email address that receive a hard delivery failure, please immediately remove the email from your mailing list. Suran Systems, Inc. may periodically provide you with a list of bounce-backs and request you remove any recipients that received a hard bounce back. It is important to avoid re-sending email to hard-bounced addresses as repeatedly bounced email will impair deliverability and can result in termination of your Suran SMTP hosting account.

SPAM Reports

Recipients can explicitly report your email as spam to their email provider. When this happens, YOU MUST IMMEDIATELY REMOVE THAT EMAIL FROM YOUR MAILING LIST. Suran Systems, Inc. will contact you with  a list of email address who have reported you as sending spam. Failure to remove thee addresses will be grounds for immediate termination of your Suran SMTP hosting account.

Removing email addresses

Email sent through the Suran SMTP hosting service can originate from a number of sources:

  • Online gift notices
  • Membership Other Phone Number/Email Addresses
  • Ad-hoc recipient added to an email notice
  • Staff email addresses
  • Customer email address for Accounts Receivable Invoices
  • Event registration records
  • And others

Suran Systems, Inc. can provide you with the subject of the email that resulted in a bounce-back or SPAM report. This can help you identify how the email was sent and where the email address might be stored.

If you cannot locate the email address, contact the technical support team. They can ask our data services team to check the sent notice records directly in your database to isolate the source of the email.

Improving Deliverability

if you have access to manage the DNS records for your sending domain you can add an SPF record to register the Suran SMTP hosting service provider as a legitimate sending server. This can greatly improve email deliverability but is a more technically advanced step. Suran Systems, Inc. cannot provide support for individual DNS providers but can assist in adding the correct SPF record. Please follow this guide from our SMTP provider for help configuring the SPF record and please contact Suran's technical support team if you have questions about this process:

http://support.smtp2go.com/entries/22474351-Setting-up-an-SPF-Record