Summary
The ineffective resolution of SNDS trouble tickets is a multifaceted issue. Microsoft's ongoing SNDS upgrades are causing problems, including ticket creation failures and data redaction, leading to inconsistent support responses. A high volume of requests and limited resources contribute to delays and generic answers. SNDS data itself suffers from discrepancies, delays, and inconsistencies, causing misinterpretations of sending reputation and hindering accurate troubleshooting. SNDS is just one data point and does not provide a comprehensive view of deliverability issues; it has limitations and misinterpreting SNDS metrics can lead to incorrect conclusions. Adding to this, there are no SLAs for SNDS ticket response times. Underlying sending practice issues often aren't fully addressed by initial mitigations, and complexity in reporting and data interpretation creates barriers. Thus, issues with mitigation may be due to changes to the SNDS system without notifying users. Finally, the resolutions suggested are sometimes ineffective, necessitating alternative mitigation methods and careful understanding of Microsoft’s policies. Demonstrating best practices is critical.
Key findings
- Upgrade Issues: Ongoing SNDS upgrades are causing problems with ticket creation, data redaction, and inconsistent support.
- High Volume & Resource Limits: A high volume of requests and limited resources result in delays and generic responses.
- Data Inaccuracies & Limitations: SNDS data has discrepancies, delays, inconsistencies, and doesn't provide a complete view of deliverability.
- No SLAs: There are no guaranteed SLAs for SNDS trouble ticket response times.
- Underlying Issues Persist: Mitigation is often temporary because underlying sending practice or system issues persist.
Key considerations
- Cross-Reference SNDS Data: Verify SNDS data with other monitoring tools for a comprehensive understanding.
- Investigate Sending Practices: Thoroughly examine sending practices and list hygiene to address root causes.
- Optimize Ticket Submissions: Optimize API ticket submissions and prioritize urgent issues for faster resolution.
- Alternative Mitigation: Explore and implement alternative mitigation methods beyond standard SNDS resolutions.
- Understand Microsoft Policies: Gain a thorough understanding of Microsoft's SNDS policies, thresholds, and known vendor issues.
What email marketers say
10 marketer opinions
The ineffectiveness of SNDS trouble ticket resolutions stems from several factors. Many users report temporary improvements followed by a return to poor performance, suggesting incomplete or surface-level fixes. Delays are attributed to high ticket volume and limited Microsoft resources. Responses are often generic and lack personalized attention. The complexity and potential inaccuracies of SNDS data, along with inconsistencies within the tool itself, lead to misdiagnoses and wasted effort. The lack of guaranteed service level agreements and the potential for underlying sending practice issues further contribute to the problem.
Key opinions
- Temporary Fixes: Mitigation often results in only temporary improvements, indicating deeper, unresolved issues.
- High Volume: SNDS support faces a high volume of requests, leading to delays and generic responses.
- Data Issues: Inaccuracies and inconsistencies within SNDS data can lead to misdiagnosis.
- Lack of SLAs: There are no guaranteed SLAs for SNDS ticket responses.
- Underlying Issues: Problems might be due to sending practices or other underlying deliverability issues not addressed by the ticket remediation.
Key considerations
- Comprehensive Data: Cross-reference SNDS data with other tools to gain a complete picture.
- Escalate Tickets: Escalate tickets for personalized attention if initial responses are unhelpful.
- Sending Practices: Investigate sending practices and list hygiene to address underlying problems.
- Alternative Mitigation: Explore alternative mitigation methods beyond SNDS resolutions.
- Stay Updated: Stay updated with SNDS changes or vendor issues.
Marketer view
Email marketer from MailerTalk reports that inaccuracies in SNDS data can lead to wasted effort troubleshooting issues that don't actually exist. They advise verifying the data with other sources and focusing on persistent problems.
20 Feb 2024 - MailerTalk
Marketer view
Email marketer from Email Marketing Forum shares that they often receive canned or generic responses from SNDS support, indicating a lack of personalized attention. They advise escalating the ticket to a higher support tier if the initial response is unhelpful.
4 Aug 2021 - Email Marketing Forum
What the experts say
6 expert opinions
The ineffectiveness of SNDS trouble ticket resolutions can be attributed to several factors. SNDS is undergoing upgrades that are causing issues with ticket creation and data redaction. Responses appear to be inconsistent, with different IP addresses receiving varying levels of support. Reliance solely on SNDS for troubleshooting is discouraged, as it represents only one data point. Microsoft's SNDS support is inconsistent, necessitating a thorough understanding of their policies and thresholds. Demonstrating commitment to best practices and maintaining excellent list hygiene is crucial when dealing with SNDS support.
Key opinions
- Upgrade Issues: SNDS upgrades are causing problems with ticket creation and data integrity.
- Inconsistent Support: Support responses vary, indicating inconsistent service levels.
- Limited Data: SNDS is only one data point; reliance on it alone can be misleading.
Key considerations
- Cross-Reference Data: Compare SNDS data with other sources for a comprehensive view.
- Understand Policies: Thoroughly understand Microsoft's SNDS policies and thresholds.
- Best Practices: Demonstrate a commitment to best practices and good list hygiene when seeking support.
Expert view
Expert from Spam Resource explains that SNDS is just one data point, and relying solely on it for troubleshooting can be misleading. It's important to cross-reference with other data sources and consider the bigger picture of your sending reputation.
13 Aug 2023 - Spam Resource
Expert view
Expert from Email Geeks indicates they have notified the appropriate people who are investigating and addressing the SNDS system issues.
15 Apr 2023 - Email Geeks
What the documentation says
5 technical articles
According to Microsoft's own documentation, SNDS trouble tickets are not always effectively resolved due to several factors. Data discrepancies and delays can lead to misinterpretations of sending reputation. Misinterpreting SNDS data metrics can result in incorrect conclusions. The tool has inherent limitations and doesn't provide comprehensive deliverability insights, necessitating the use of other tools. API throttling can delay resolution, especially for high-volume senders. Finally, there are no guaranteed SLAs for response times.
Key findings
- Data Issues: Data discrepancies and delays can hinder accurate troubleshooting.
- Misinterpretation Risk: SNDS data is easily misinterpreted leading to incorrect conclusions.
- Limited Scope: SNDS has limitations and does not provide a complete view of deliverability.
- API Limits: API throttling can delay ticket resolution.
- No SLAs: There are no guaranteed SLAs for response times.
Key considerations
- Verify Data: Verify SNDS data with other monitoring tools.
- Review Documentation: Carefully review SNDS documentation and seek clarification when unsure.
- Use Other Tools: Supplement SNDS with other deliverability monitoring tools.
- Optimize Submissions: Optimize API ticket submissions and prioritize urgent issues.
Technical article
Documentation from Microsoft SNDS FAQ explains that discrepancies or delays in SNDS data updates can sometimes lead to misinterpretations of sending reputation, potentially hindering effective troubleshooting. It advises verifying data with other monitoring tools.
17 Jun 2025 - Microsoft
Technical article
Documentation from Microsoft Support states there are no guaranteed Service Level Agreements (SLAs) for responses to SNDS trouble tickets. Response times can vary based on ticket volume and complexity.
8 Sep 2024 - Microsoft
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