site5.com tried to help this customer via the Shopper Approved
Customer Resolution Center, but the customer did not respond to the
Response from site5.com:
Our servers rarely get black listed for spam, but it looks like this is one of those unfortunate cases where one of them did. We're very transparent with our customers in such cases and keep them updated with the progress, unfortunately, in several cases it takes a long time for the black list to get removed as most big email providers and spam black lists are very slow to respond to the hundreds of requests that they get each day. This may have given the customer an impression that we're slow to act on these problems when in reality our abuse team is constantly checking for updates. What is in our control though is to be proactive about email security and we do everything in our control to fight spam and ensure our servers do not get black listed. I'll reproduce below an explanation drafted up by our VP of customer service that delves into how we go about doing this and what happens here behind the scenes, I hope that helps!
We do everything we can to stop spam from leaving our servers. However, spam blacklisting can still happen. Blacklisting is a measure designed to prevent spam from reaching an email account's inbox. Below are some details on what we do to prevent spam from ever leaving our servers, and what we do if a server has been blacklisted.
We have a team of people in place who monitor the servers 24/7. This team watches over every single server to make sure all services are running, that all servers are stable and accessible, but also that mail flow is at normal levels. When outgoing mail spikes, as is common when there is an outgoing spam outbreak, these team members take a look at what is causing it. This involves checking the mail queue, use spam-like markers in outgoing emails to identify problem applications, and disabling things if necessary. As this is done, any spam in the mail queue is manually removed. Afterwards, the owner of any problem applications is notified, and we begin working with them to resolve the issue, and secure their account. This way, most blacklistings are prevented before they actually happen
On a shared server, it is not necessarily your account that is the cause of a blacklist. All mail is sent from the main shared IP address of the server, so one person's account getting compromised means everyone on the server suffers. Because of this, we take these mail spikes and blacklistings very seriously, and work quickly and thoroughly to prevent them from happening, or resolve the issues when they do.
Our server health team are good at their job. Very good. On rare occasions, however, an application can run out of control faster than any human can react to it - it does not take very long for a compromised application to send 50 000 spam messages. In those cases, we begin the process of disabling the application, cleaning the mail queue, and then delisting the server IP.
To help combat outgoing spam, our Server Health team has implemented some automated tools that help reduce the amount of spam that leaves our servers. These function much the same way as SpamAssassin works to filter incoming mail - messages in the queue are scanned, and those with high spam scores are frozen in the queue rather than sent, and our Server Health team is alerted. In fact, the tools we are using for this are based on SpamAssassin, and use a lot of the same internal tools.
We also have some tools in place that allow us to handle accounts that are sending spam, whether the account owner is aware of that activity or not. We always try to interfere as little as possible with the website's functions. If an application is compromised, we can prevent that application from sending email. If it is a single email address sending spam via direct login (authenticating with the email address and password), we can simply prevent that email address from being accessed, until the password is changed.
When a server is blacklisted despite our best efforts, we go to work on getting mail flowing normally again. This means finding out why the server was blacklisted, resolving that issue, clearing the mail queue of spam messages, and then requesting delisting. This process is relatively quick. The longest delay is from the various blacklist providers. While most of them are quick to react to our requests, some may unnecessarily delay a resolution.