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Thanks very much, this is extremely useful. As a representative of
dumb users everywhere who are likely to be calling you in a blind
panic many days after such an event occurs, I agree that the
language we use, bouncing or otherwise, has to be crystal clear. It
also has to take into account the possibility that users may
designate some other way to contact them....a cell number, skype,
etc. <br>
Cheers Stephanie<br>
<div class="moz-cite-prefix">On 14-12-02 1:28 PM, Christian Dawson
wrote:<br>
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cite="mid:A8134458-1B1F-4341-99F4-636952B8148C@servint.com"
type="cite">
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Colleagues,
<div class=""><br class="">
</div>
<div class="">I apologize for belaboring the point about ‘hard’
and ‘soft’ bounces when I know we’re not using that terminology,
but I wanted to be delve deeper into that conversation to try to
get us to acceptable terminology we CAN use. To do so, I want to
explain further what I’m talking about.</div>
<div class=""><br class="">
</div>
<div class="">As I stated on the call, my background is as a web
hosting provider. Despite being a small business, I run a
network with over a million domain names sitting somewhere on
it, and about 517,000 individual mail accounts I am aware of. I
want to be clear that the kinds of bounces I was talking about
aren’t the kind when you give a bogus gmail or hotmail account.
We’re talking about mail from independent resolvers that source
back to an independent domain hosted on a server - the kind most
often used by one of my web hosting customers, or a customer of
that customer, or a customer of that customer of a customer, and
so on.</div>
<div class=""><br class="">
</div>
<div class="">There are tons of reasons for a permanent message
failure in situations like these, a lot of them server
conditions that are temporary in nature. There’s a good chart
worth looking at here:</div>
<div class=""><br class="">
</div>
<div class=""><a moz-do-not-send="true"
href="http://www.activecampaign.com/help/bounces-soft-bounce-vs-hard-bounce/"
class="">http://www.activecampaign.com/help/bounces-soft-bounce-vs-hard-bounce/</a></div>
<div class=""><br class="">
</div>
<div class="">I’m not a registrar, I’m a web hosting provider and
a small business owner - so from my perspective I’m trying to
make sure we adopt policies that will keep service tickets to a
minimum. As a web hosting provider, I already incur a lot of
support costs over the ICANN WHOIS validation process. Every
week we have numerous customers who write us complaining of
being ‘down’ because they missed an email and ended up getting
their business presence suspended. I want to make sure that we
adopt standards in a way that doesn’t disadvantage my customers
or cause them to open service tickets that cost me money. I
think getting the terminology right will be the best way to do
that.</div>
<div class="">
<div class="">
<div class=""> </div>
<div class=""> </div>
</div>
</div>
<div class="">
<span class="Apple-style-span"><span class="Apple-style-span">
<div class=""><span class="Apple-style-span">
<div class="">
<div class="">-------------------------<br class="">
Christian J. Dawson
(703)847-1381 x 7120
Voice<br class="">
Chief Operations Officer, ServInt <br
class="">
<a moz-do-not-send="true"
href="http://www.servint.net" class="">www.servint.net</a>
<a moz-do-not-send="true"
href="mailto:dawson@servint.com" class="">dawson@servint.com</a> (703)847-1383
Fax<br class="">
-------------------------</div>
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