SurfControl plc Spam Policy Statement

This is provided to help our customers and spam reporters identify spam, how to report it correctly, and what action can be expected from SurfControl.

1.1 Identifying Spam

1.1.1 Opt-in and Opt-out Bulk Mailing lists

Bulk email can be split into two categories: Opt-in and Opt-out. Opt-in is email that you requested (or at least agreed to receive), and this is what legitimate bulk emailers use. Opt-out is a system whereby the sender finds your address other than your direct request (harvesting addresses from web-sites or public discussion forums), then asks you to request removal if you do not want to receive email. SurfControl classifies opt-out email as spam.

1.1.2 Did you request the Spam?

In general, email from reputable companies are opt-in, and if you receive email purporting to be from a company you would normally consider to be legitimate, you should consider carefully the possibility that you did agree to receive it sometime in the past. If you are sure you did not, then it may be someone attempting to appear to be a representative of the company in question, but who actually does not have the consent of the company. Once in a while, a large, otherwise reputable organization will "accidentally" send out some unsolicited email. The main domain-name registry, Network Solutions, is a notable example of this. It has in the past sent outright spam and has been widely criticized for this action among anti-spam enthusiasts. If you are sure that you did not request the email, then you are well within your rights to report it as spam.

1.2 Hoaxes and form letters

Often, people receive email warning them of a dire threat due to new viruses or offering amazing rewards for continuing a chain letter. Even innocent seeming emails like petitions can circulate for years. Any email asking you to make and distribute copies of it should be viewed very sceptically. However, this type of email is not normally considered spam. Usually the sender is an acquaintance - not someone you want to report as a spammer. It is much better to simply reply to the sender and explain the situation to them - "this email is a hoax, please don't send me this type of thing" - or whatever applies. Be sure to reply only to the sender of the email, not to the other recipients as well.

1.3 Blocking Spam to SurfControl Customers

SurfControl customers using the MailControl anti-spam service are protected from external sources of spam. In the event that certain spam email is not detected as such, the customer has the ability to tune the system using the MailControl® portal or can contact our support team at support@blackspider.com

1.4 Reporting spam from SurfControl Customers

Spam and other email abuse should be reported to abuse@mailcontrol.com

SurfControl will investigate reports that contain the following:

• Subject of message with complete headers.
• Complete body of offending email.
• Any other details described briefly that pertain to the incident.

The messages should have passed through the MailControl® service.

Because of the nature of SurfControl’s business (anti-virus and anti-spam email services), we do not expect our customers to be guilty of spamming. However SurfControl is serious about dealing with such abuse. In the event that it is determined that one of our customers is spamming, steps taken may include suspension or termination of service, as described in clause 5.3 of our End User Service Agreement.


Back to previous page Terms and conditions Privacy policy Spam policy		SurfControl plc Spam Policy Statement This is provided to help our customers and spam reporters identify spam, how to report it correctly, and what action can be expected from SurfControl. 1.1 Identifying Spam 1.1.1 Opt-in and Opt-out Bulk Mailing lists Bulk email can be split into two categories: Opt-in and Opt-out. Opt-in is email that you requested (or at least agreed to receive), and this is what legitimate bulk emailers use. Opt-out is a system whereby the sender finds your address other than your direct request (harvesting addresses from web-sites or public discussion forums), then asks you to request removal if you do not want to receive email. SurfControl classifies opt-out email as spam. 1.1.2 Did you request the Spam? In general, email from reputable companies are opt-in, and if you receive email purporting to be from a company you would normally consider to be legitimate, you should consider carefully the possibility that you did agree to receive it sometime in the past. If you are sure you did not, then it may be someone attempting to appear to be a representative of the company in question, but who actually does not have the consent of the company. Once in a while, a large, otherwise reputable organization will "accidentally" send out some unsolicited email. The main domain-name registry, Network Solutions, is a notable example of this. It has in the past sent outright spam and has been widely criticized for this action among anti-spam enthusiasts. If you are sure that you did not request the email, then you are well within your rights to report it as spam. 1.2 Hoaxes and form letters Often, people receive email warning them of a dire threat due to new viruses or offering amazing rewards for continuing a chain letter. Even innocent seeming emails like petitions can circulate for years. Any email asking you to make and distribute copies of it should be viewed very sceptically. However, this type of email is not normally considered spam. Usually the sender is an acquaintance - not someone you want to report as a spammer. It is much better to simply reply to the sender and explain the situation to them - "this email is a hoax, please don't send me this type of thing" - or whatever applies. Be sure to reply only to the sender of the email, not to the other recipients as well. 1.3 Blocking Spam to SurfControl Customers SurfControl customers using the MailControl anti-spam service are protected from external sources of spam. In the event that certain spam email is not detected as such, the customer has the ability to tune the system using the MailControl® portal or can contact our support team at support@blackspider.com 1.4 Reporting spam from SurfControl Customers Spam and other email abuse should be reported to abuse@mailcontrol.com SurfControl will investigate reports that contain the following: • Subject of message with complete headers. • Complete body of offending email. • Any other details described briefly that pertain to the incident. The messages should have passed through the MailControl® service. Because of the nature of SurfControl’s business (anti-virus and anti-spam email services), we do not expect our customers to be guilty of spamming. However SurfControl is serious about dealing with such abuse. In the event that it is determined that one of our customers is spamming, steps taken may include suspension or termination of service, as described in clause 5.3 of our End User Service Agreement.