How to get SNDS and JMRP data for Salesforce/ExactTarget users when facing deliverability issues?

Key findings

• ESP as intermediary: Salesforce/ExactTarget generally manage SNDS and JMRP registrations for the dedicated IP ranges they provide to their customers.
• Permission-based access: Direct access for customers often requires explicit permission from Salesforce/ExactTarget, sometimes involving Docusign or similar authorization processes.
• Data importance: SNDS provides vital reputation data and filtered status, while JMRP offers critical feedback loop data on spam complaints. This information is key to understanding and resolving issues like Microsoft 550 5.7.515 access denied bounces.
• Troubleshooting difficulty: Without direct access to this data, diagnosing precise deliverability problems, particularly those tied to sender reputation (or a bounce domain's reputation), can become a repetitive and frustrating process of trial and error.

Key considerations

• Contacting ESP support: The primary approach should be to work closely with Salesforce/ExactTarget's deliverability or support teams to gain access to, or insights from, their SNDS/JMRP data.
• Specific request details: When requesting data, be prepared to provide specific details such as your customer ID, dedicated IP addresses, and explicit authorization for them to share the data.
• Dedicated vs. shared IPs: Access to SNDS/JMRP data is typically more feasible for users on dedicated IPs than shared IPs, as shared IP data is aggregated across many senders.
• Strategic communication: As noted by Blueshift, to activate Microsoft's services, you need to register the IPs, which ESPs do, but clients can then view data to aid in Microsoft domain fixes. Clear, concise communication with your ESP about your issues and data needs is crucial.

Key opinions

• Data access frustration: Many marketers express frustration over the inability to directly see their SNDS and JMRP data, even after attempting registration or Docusign processes, due to ESP permissions.
• Cost concerns: There's a perception that some ESPs, including Salesforce/ExactTarget, might charge for access to this critical deliverability data, unlike others like SendGrid that allow access for dedicated IP ranges.
• Microsoft's challenge: Marketers find dealing with the Microsoft (Outlook/Hotmail) deliverability team particularly difficult, often encountering repetitive exchanges without resolution, especially when emails are going to spam.
• GDPR sensitivity: Some speculate that specific mailings, such as those related to GDPR, might increase the sensitivity of mailbox providers like Hotmail/Outlook to sending practices.

Key considerations

• Engage ESP deliverability: It is consistently recommended to engage the ESP's deliverability team (e.g., Salesforce's) as they possess specialized knowledge and relationships with ISPs that individual marketers lack. As outlined by Salesforce themselves, tracking key deliverability metrics is crucial to understand trends.
• Identify correct contact points: Marketers should seek clarity on which specific email addresses or departments within their ESP handle SNDS/JMRP data requests to avoid delays.
• Understand IP type: Knowing whether you are on a dedicated or shared IP is vital, as it impacts the feasibility of direct data access and how your ESP manages reputation (e.g., during new IP warmup).
• Documentation review: Prior to seeking external help, marketers often try to self-solve by reviewing their own content for issues (e.g., using Content Detective in Email Studio) or internal documentation.

Key opinions

• Cooperative ESPs: Salesforce/ExactTarget are generally good at allowing SNDS data access, especially when requests are properly framed with client authorization and specific IP details.
• Leverage ESP expertise: Engaging the ESP's deliverability team is crucial because they have direct relationships with receiving delivery teams and know the specific procedures to get cases reviewed.
• Direct contact point: Specific email addresses, like abuse@exacttarget, can be effective points of contact due to established relationships with the handling personnel.
• ISP team challenges: The Outlook Deliverability Team is notoriously difficult to deal with due to high workload and a potential natural inclination against marketing mail, which can explain why Hotmail email deliverability suddenly drops.
• Reputation focus: Microsoft's systems prioritize a clean sending history and low complaint rates. Data from SNDS provides the necessary visibility into these metrics for effective email domain reputation management.

Key considerations

• Formal request process: When requesting SNDS access from your ESP, provide a clear, authorized request, including client representative contact information and the dedicated IPs in question.
• Persistent follow-up: Be prepared for a potentially lengthy process when dealing with ISP deliverability teams and rely on your ESP to facilitate communication.
• Proactive monitoring: Even without direct SNDS data, monitor general IP blocklists (sometimes called blacklists) and domain blocklists as proxy indicators of Microsoft filtering issues.
• Strategic engagement: Remember that an ESP's deliverability team has built relationships and understands the nuances of ISP interactions, making them your best resource for severe deliverability problems.

Key findings

• SNDS purpose: SNDS provides aggregate data about email traffic, including volume, complaint rates, and spam trap hits, allowing senders to monitor the health of their IP addresses and domains.
• JMRP functionality: JMRP allows senders to receive copies of emails that recipients have marked as spam, which is critical for identifying content issues or problematic list segments.
• Registration requirements: Registration for these feedback loops typically requires proving ownership or authorized control over the IP ranges, a process usually handled by the ESP managing the sending infrastructure.
• ESP as direct interface: ESPs like Salesforce Marketing Cloud (ExactTarget) are the primary entities registered with SNDS and JMRP, meaning they receive the raw data directly.

Key considerations

• Indirect customer access: Customers using ESPs must rely on their provider to either grant access to a portal or provide reports derived from the SNDS/JMRP data, as direct self-service is often not an option.
• Proactive reputation management: Access to (or insights from) SNDS/JMRP is crucial for proactive deliverability management, allowing senders to identify and mitigate issues before they lead to severe blocklisting.
• Compliance and terms of service: Adhering to the terms of service for both the ESP and the mailbox provider is essential to maintain access to these vital feedback loops. This is similar to how DMARC reports from Google and Yahoo provide reputation data.
• Leveraging ESP tools: Even without raw SNDS/JMRP data, ESPs should offer their own internal tools and reports that summarize reputation and performance metrics, providing an indirect path to understanding how your sending behavior impacts deliverability.