RE: [IMail Forum] OT: customers caught in the middle

[Robert E. Spivack]

It’s a matter of definition.   Re-write your TOS and contracts to state that outbound SMTP is not included and clients are expected to use their own carrier’s SMTP for outbound service.  Then add an “optional SMTP Port 587 submission service” and charge a decent fee for it. Now, any new clients that complain can choose either to fight with their existing carrier that is blocking a service they should have or spend extra $$$ with you to use your service.  Voila!  Business clients will pay you more $$ to avoid the hassle and cheapskates will spend hours on the phone fighting with the telco to get every free penny they think they deserve.   This only leaves existing clients.  Personally, I would “grandfather” them in but tell them you are giving them a free service that is now an optional fee for new clients/new service. Or you could them a long (60/90 day) grace period but personally I would grandfather them in as your original TOS/contract should not be unilaterally updated by taking something away that was assumed (by most) to be included.   From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Matrosity Hosting Sent: Friday, March 10, 2006 1:27 PM To: Imail_Forum@list.ipswitch.com Subject: Re: [IMail Forum] OT: customers caught in the middle   we have but honestly would prefer customers use their ISP. Travis Rabe wrote: Open port 587 up!!!   This is supported in 8.2X and up.  I use it here and it works wonderfully.  That way Imail listens on 25 and 587.     ----------------------------------------- Travis Rabe     From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] On Behalf Of Matrosity Hosting Sent: Friday, March 10, 2006 1:17 PM To: Imail_Forum@list.ipswitch.com Subject: [IMail Forum] OT: customers caught in the middle   I just got off the phone with a telco in Atlanta who refuses to allow one of our clients access to their smtp server even though it's clearly defined in their contract for a T1. Apparently, there's a loophole in the contract that allows them to remove this service. At any rate they're doing this with many clients in the Atlanta area saying they must use their hosting company's smtp server. Since we've had out phone system lit up like a christmas tree a couple of times when ISP's turn off this kind of access we've advised customers to use their broadband providers' smtp servers. Now it seems that some ISP's are turning the customers back the other way. #1 reason is so we don't have an instance where our customers cannot suddenly send email and blame us. Obviously, saving the bandwidth and load on our server is a reason as well. It's also kind of foolish for clients in other countries to connect across an ocean to send an email to the next desk in their office. Just wanted some thoughts on the subject of how most will move forward.