Email or Evil Mail as we like to call it is one of the most difficult things to trouble shoot when there is a problem. It is probably the area of greatest frustration. You can't live without it and when there is a problem and we are the first guys who get a call.
We're OK with that. Especially if customers understand we will work hard to find the problem. It is important to realize that with email there are so many places for a problem to occur and unless it is on our network or our servers there is little we can do about it.
For example. When someone sends mail to you. They are probably sending from their computer with their email client and their Internet Service Provider (ISP) through the net, to your email account on our servers through our network. You then download mail to your email client on your computer through your ISP. That's nine places for a problem right there and we only have control of three of them.
Rest assured, if there is a problem, we want to know about it. We can't address a problem we don't know about and we assume the problem is on our end until proven otherwise. The challenge with trouble shooting email issues is the number of areas that we have to look at and rule out and the time it takes for some of the fixes we may apply to take effect (due to propagation on the Internet). This is why email is so frustrating when there is a problem and why we appreciate the patience on the customers end when we look into a problem for them.
Below are a number of specific questions we have answered that we hope will help make Evil Mail more like the email experience we all want and expect.