The following terms constitute our policy regarding our Email Services. If you use our Email Services, by purchasing any of our “Website” or “Full Pack” solutions, you automatically accept and agree to be bound by the following terms.

Notice: Our email policy explains how our own email service functions and highlights our own rules and restrictions. Even if our email services are included in our Hosting, they are not mandatory; therefore the option to work with other well known & trusted business email service providers (Google, Microsoft etc.) is provided. In order to do so, you will have to contact us at info@looksomething.com, providing certain information, according to the email provider, so we can help you set it up. This service is offered free of charge if requested before website development begins or during your annual website subscription renewal. In any other case, an Instant Update will be required, for a fee. Please refer to the relevant article for further information on the matter.
As soon as you subscribe to another email provider, Looksomething is no longer liable for your email service’s correct and proper function and you will have to direct any email related enquiries to your new provider.

Email size limit

You can send or receive up to 25 MB in attachments per email. If you have more than one attachment, they can't add up to more than 25 MB per email. That is the exact limit offered by the biggest data centres – email providers (e.g. Google) worldwide. However, the limit for most email providers is 10 MB to 15 MB. Therefore, if you send an email with an attachment of 20 MB, it will leave our server but it may not be accepted from the recipient’s server. That’s the reason we do not advise sending email attachments bigger than 10 MB. In case you want to do so, we recommend using specialised services such as WeTransfer, Dropbox, Google Drive, OneDrive etc.

Mailbox Storage

Mailbox storage cannot exceed your maximum storage and can only be increased by purchasing the Extra Storage Addon. This can be easily done by visiting your account.
If your email client is set up in POP3* then most probably you won’t be needing extra storage. However, if your email client is set up in IMAP*, sooner or later you will need to add extra storage. 

Internet Standard Protocols: IMAP and POP3 are two different methods to access email. 

*POP3: POP works by contacting your email service and downloading all your new messages from it. Once they are downloaded onto your device (desktop & laptop computer, mobile devices etc.) they are deleted from the email service after a specified time limit. Feel free to visit Post_Office_Protocol for more information about it. 

*IMAP: IMAP allows you to access your email (messages, folders, contacts etc.) wherever you are, from any device. When you read an email message using IMAP, you aren't actually downloading or storing it on your computer; instead, you're reading it from the email server. As a result, you can check your email from different devices: your phone, a laptop, a friend's PC etc.
However, since your email is stored on the server and not locally when using IMAP you may soon run into storage limits.
Feel free to visit Internet_Message_Access_Protocol for more information about it.

Email backup

Looksomething performs email incremental and full backups. Full backup is executed once per week and saves all emails regardless of the time the data was last updated keeping them saved for one month. Incremental backups, executed daily, contain only emails that were modified since the time of the last previously created full backup.
Backups are executed without any extra cost. However, recovering a backup can only be performed after contacting us so that we can provide a price and time estimate.
Please note that recovering all your emails is not guaranteed and it mainly depends on the last time the backup was performed in relation to when the email loss has occurred. Therefore, you are advised to regularly backup your emails by downloading them onto your system using an email client of your choice.

Server Image Backup

Looksomething utilises leading backup software & disaster recovery tools in order to protect and restore data & servers suffering from a natural or man-made disaster.
A server image backup is taken daily and in case disaster mode is activated, our specialised software recovers the data stored in the latest backup.

Mail clients

There are two types of email clients: 

  • Applications that run on personal computers, workstations & mobile devices and enable users to send, receive and organise email. 
  • Webmail are web-based mail clients allowing users to access their mailboxes as long as they have access to Internet and a web browser (Google Chrome, Mozilla Firefox, Safari etc.). Webmail can be accessed from any device simply by visiting webmail.yourdomain.com and logging in with your email address (info@your-domain.com) and password. Their function is similar to Google’s Gmail and there is no need to install a local client in order to view, reply or forward your emails. Please note that Webmail works with IMAP protocol meaning that in case you delete an email it will automatically be deleted from every other device.

Looksomething will provide you with fully functional email addresses, login passwords and tutorials on how to set them up to run in some of the most widespread email clients such as Outlook and Thunderbird. However, we will not provide any IT support regarding their set up or for any technical problem that will occur afterwards.

Outgoing email limits

To help prevent spam and keep accounts safe, we limit the number of emails you can send per hour to 200. Compared to most email providers, limiting you to 50 - 150 email dispatches per hour, our limit is one of the highest available. 

Incoming Spam Protection

Our email server currently has 2 security levels for checking incoming email and protecting you from spam attacks.
The first level, which is the most complicated of both, is set up and operates according to international spam filter rules. Each email server needs to abide by those rules and each sender needs to make sure he does not violate any of them. For your information, our first level set of rules are presented below:

Each and every email originating from an email server that does not follow each of the above policies will not be delivered to your mailbox.

Our second anti-spam security level contains dedicated rules created by us, aiming to protect you from new malware and threats. For your information, they are presented below:

  • Any email originating from an IP that is included in blacklists such as noptr.spamrats.com, sbl.spamhaus.org, zen.spamhaus.org, xbl.spamhaus.org, bl.spamcop.net, b.barracudacentral.org will not be delivered to your inbox.
  • Emails containing bat, com, exe, dll, vbs, ace, jar, docm file formats will not be delivered to your inbox. Such files are executable, meaning that they may contain harmful malware for your devices.

Notice that on our server, around 20 emails are not delivered daily to each inbox because they are considered to be spam or harmful. Each time an email is blocked by our server its sender will receive an automated reply explaining the reason it was blocked.
Our server abides by the most international rules to ensure that your mailbox remains spam free and without the danger of a virus infecting your system. Our email protection policies are not to be changed or modified for any reason; such actions might result in the delivery of numerous spam emails to our clients’ mailboxes.

Outgoing email rules

Our server and therefore each and every email leaving your mailbox is accredited with all the required certificates so that it has bigger chances of being successfully delivered to your recipient. For your information, they are listed below: 

  • SPF record
  • PTR record, Valid reverse DNS
  • DKIM DomainKeys signature

Please be aware that the first safety level will not block any outgoing email messages since our email server abides by all international email security rules and policies. However, the second safety level of rules might block even some outgoing messages in case they are considered to be spam or dangerous.

Logs

We are able to perform research for each incoming or outgoing email and check whether it was blocked and the reason for it. Since such processes are time-consuming you are advised to contact us beforehand in order to receive a time and cost estimate. However, be aware that we only store email logs generated in the last 7 days; therefore examining older cases is not possible.

Server Responses

If for any reason, our server blocks any email then its sender will automatically receive an automated reply with the reason. Please mind that for outgoing messages the recipient’s server is solely responsible for issuing automated replies; we can only verify whether the email left our own server.
In case the recipient’s server emails the reason that a message was blocked, you can forward this reply to us so we can investigate further; this incurs an extra cost.
Some common delivery failure reasons are:

  • Recipient’s mailbox does not exist
  • Recipient’s domain does not exist
  • Recipient’s mailbox is full
  • Recipients server is set up to automatically block messages from your IP
  • An attached item or email’s content is considered harmful by the recipient’s server

Therefore, it is easy to understand that for the most causes mentioned above there is little we can do; you will have to directly contact your recipient.

Incoming email exceptions

In case our server blocks emails from a known contract then you can ask for an exception to be added for this specific mailbox. In order to do so, you should contact us at info@looksomething.com so you can receive a time and cost estimate. Please note that exceptions can only be added in case the emails were blocked because rules of the first security level were violated.

IP Address

Our server uses 1 IP address for every 20 domains. Therefore, in the unlikely event that an IP is blacklisted, only those 20 domains will be affected by the blacklist and not the whole server.

Blacklists

A blacklist includes server IP addresses known to frequently send out spam. Blacklists are a useful and quick way to filter out large amounts of spam sent to users. Most servers automatically check each incoming message’s IP, blocking emails from IPs that are included in the blacklists they are subscribed to. A shared server’s IP address is blacklisted in case any of its users sends an email that is considered to be spam or dangerous.
Looksomething has plenty of automated processes to prevent and block spamming attempts before they leave our server. However, it is not always viable to stop such attempts in time.
Spam emails might end up in a blacklist’s spam trap or they can also be reported by many users resulting in the IP address to be blacklisted. A spamming attempt can be performed by any mailbox within a shared server even without its user even be aware of it. In such case the causes could be the following: 

  • Your mailbox was abused because its password was weak enough to be decrypted.
  • A virus has infected your system and is using your own mail client with your own SMTP preferences. 
  • Your website was hacked and contains malware files that are abusing your domain with a mailer code automatically sending spam email.

Looksomething will try to stop such malign actions by performing the following:

  • Your mailbox’s password will be changed and a new one will be provided.
  • Your webmail will be checked for malicious IDs and if it is infected we will remove them.
  • Your website will be checked for malware and in case it is infected we will remove it.

If your mailbox’s password was responsible for the attack and depending on each case, you might be asked not to input the new passwords to your local mail client before cleaning each and every device that you had your mailboxes set up.

Spam attempts

We become aware of spam attempts from within our mail server with the following ways:

  • We notice massive email sending attempts
  • After receiving multiple notifications that the outgoing email limit per hour is reached (it is not unusual that the limit we set might be surpassed depending on the hacking attempt) 
  • In case the Data Centre informs us of unusual email activity
  • In case blacklist providers email us directly
  • In case our clients become aware of the issue by receiving massive email delivery failures from emails they did not send

Further actions after being blacklisted

After securing our server we will begin performing all the necessary actions to remove its IP from any blacklist it went into. We will have to contact each blacklist provider, explain the source of the problem and the way we dealt with it. There are many blacklist providers, each one removing IPs from their blacklists according to their own policies and regulations. For example, an IP might be removed from a blacklist:

  • Automatically after we contact them
  • Automatically without prior contact
  • Manually after contacting them
  • After a specific time period (e.g. 7 days)
  • Without contacting them, in a vague time period and as soon as server stop sending spam messages 

From the moment our blacklist removal application becomes approved a 24-hour period is needed for all servers using this blacklist to be updated. Some well-known email providers like Google, Microsoft or Yahoo! maintain their own blacklists and have their rules & regulations for blacklisting an IP, changing them often. In case our server is included into such blacklists then we will perform all the necessary actions to remove them as soon as possible. However, since such mail providers have their own policies, your emails might not be able to be delivered in recipients using those email providers for a vague period of time or they might keep ending up within their spam folder.

Junk folder

The junk folder (also known as spam folder) is a folder found in most modern email clients where emails that have not been outright rejected by the email provider’s spam filters (e.g. our 2 sets of security rules), but which appear suspicious (because they, for example, contain marketing terms and the sender is not in the recipients' address book), are dumped for further review. The rules for placing an email in a junk folder are set by the email client and not by the email server. For example, an email can end up on Mozilla Thunderbird's junk folder whereas it might not on Microsoft Outlook. When an email automatically is sent to your webmail’s junk folder then it will also end up there in your local email client as well.
There are plenty of reasons that an email can end up in a junk folder, some of them are provided below: 

  • Email content might contain broken links
  • Email title or content contains suspicious words
  • Email content contains more images than text
  • Email content contains HTML errors
  • Email content uses a template already sent to many users and therefore it is considered as spam
  • Numerous email recipients (e.g. 20)

Newsletter

In case you are sending massive emails then please be aware that only 200 emails per hour will be released from our server. That happens because the maximum limit of outgoing emails is set to be 200 emails per hour for each of your mailboxes. In case that limit is reached you won’t be able to send any other emails for that hour.

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