Warm Start Anti-Spam Guidelines

Last Modified: April 26, 2024

At Warm Start, we take Spam seriously.

Many people today are unaware there is a cost associated with sending unwanted or unsolicited email. For small businesses and non-profit organizations the principal costs are poor reputation and lost revenue. Customers and prospects of small businesses and non-profit organizations, many of which may be limited on resources, lose valuable time and waste resources on unwanted or unsolicited email. This can provoke negative reactions towards those who send it. Let's face it, who wants to patronize a business or make a donation to an organization that doesn't consider your preferences or respect your time.

Likewise, there is a cost to processing and filtering unwanted and unsolicited email. This cost is placed squarely on the shoulders of the internet service providers (ISPs) and mail administrators that filter 'spam' from their users. With over 85% of all email traffic today considered "Spam" sent from individuals with malicious intent, there's no wonder why ISPs condemn the sending of unsolicited email and employ complex filtering to protect their customers from it.

With email marketing it's all about the recipients. Remember, it's the ISPs and recipients that control the email-marketing channel. Unlike many other marketing channels, recipients can easily react to email they don't want. It's as easy as hitting the "Spam" or "Junk" button, or forwarding the email to a third party blocklist. The result? If enough recipients report the mail they receive from a specific sender as unwanted or unsolicited, both the sender and Warm Start may be blocked from delivering mail in the future.

That's why Warm Start has a no tolerance spam policy. Please see our Acceptable Use Policy for further details.

At Warm Start we want all of our customers sending emails their contacts really want to receive.

What is Spam?

Spam often is in the eye of the beholder. Ask ten different people for a definition of spam, and you will probably get ten different answers.

Here's our best explanation:

Spam, as applied to email, means "Unsolicited Bulk Email".

Unsolicited means the recipient has not granted the sender affirmative consent (permission) to email them.

Bulk means the message is sent as part of a larger collection of messages, all having materially similar content.

Okay, so what does "Affirmative Consent" mean?

The term "affirmative consent" means the recipient has expressly consented to receive the message from you - either in response to a clear and conspicuous request, or at the recipient's own initiative. The consent must be specific to you. A general consent to be contacted by third parties is not sufficient. Therefore a list of email addresses purchased from a third party or scraped from the internet does not satisfy the affirmative consent requirement.

Spam is an issue of consent, not content!

Spam has nothing to do with the content within emails. Often, the people sending the emails will protest that because they're not sending things like weight loss products or get-rich-quick scams, that they are not spamming. This is not necessarily true.; There are some regulations regarding what can and cannot be sent as well as how it is sent. Warm Start has an Acceptable Use Policy that addresses certain content related considerations. Bottom line - it's about whether one has obtained prior affirmative consent to send to their contacts.

So why is Warm Start so tough when it comes to Spam?

It's simple. Our customers expect us to deliver their emails to their contact's inboxes. Because of our commitment to responsible mailing, we go to great lengths to monitor list uploads, complaints, and other performance metrics to ensure there are no problems. Spam complaints, sending to old or non-existent addresses, and low engagement rates all have a negative impact towards the sender AND Warm Start, which in turn may cause our mail servers to be blocked. If Warm Start gets blocked, every customer suffers.

What happens if a customer receives a lot of Spam complaints or runs into compliance problems?

Warm Start's Compliance team is here to work with customers, because ultimately their success is our success. If we identify a potentially problematic contact list or a customer not performing up to our standards, we'll first ask a lot of questions. We'll try and understand the customer's business as well as their marketing goals. We'll talk about their list, their collection practices, and their messaging to try to uncover the root cause of the problem. We may also ask that they try different action plans to remediate the problem. Again, we want to generate success for our clients. There are times when we determine a list is simply not consent-based, or is too old or problematic to work with. If that is the case, we'll require it be removed from the account. We may also, in certain instances, find that a customer's goals are not in alignment with our vision, mission and purpose and may ask that customer to find another service provider.

How do I become a responsible mailer?

Becoming a great email marketer takes time and commitment. Getting emails delivered and avoiding being labeled a "Spammer" is vital to the success of an organization. There are countless tips, tricks, and technical approaches that can be used. We have found a simple focus on these four strategies will help a bunch:

Gather contacts using affirmative consent.

Getting affirmative consent from contacts is the number one driver of success. If you're an email marketer, make sure your contacts are aware and amenable to receiving email from you. Don't play games with implied consent or hiding terms in the fine print.

Set proper expectations around content and frequency.

Let your contacts know exactly the type of content you'll be sending and don't stray far from the course. You can do this by showing samples or providing copies of your emails. That way, they can decide if they're interested in the content or want to hear from you. Remember, it's about them - not you.

In the same breath, tell them how often you plan to mail to them, and stay true to your word. Over-mailing or not mailing frequently enough can cause problems. Letting your contacts know how often you plan on hitting their inbox will set expectations, and again, give them choice.

Make your communications relevant and engaging.

"Engagement" is a common buzzword in the email marketing industry. It's also a metric used by ISPs to help determine blocking or the placement of your email. If your contacts aren't interested in what you're sending, they'll be less likely to open future emails from you. In turn, low engagement may lead to your emails getting deprioritized, delivered to the junk folder, or blocked entirely. Make a conscious effort to send email that's relevant to your contacts and promotes interaction. If you have the means, utilize technology to really understand what your contacts are interested in and target your messaging to those interests.

Become a trusted and responsible mailer.

Success is often measured by your last email. Stay true to your collection methods and follow the expectations you set. Don't be tempted to deviate or get tricky. Short-term gains made by emailing to non-permission based lists, or sending content that is different from what your contacts expect, will always come back to bite you. After all, it's your brand we're talking about here. Why risk ruining your business's reputation by deviating from responsible practices?

Are there any laws against sending Spam?

Yes. In January of 2004 a federal anti-spam law went into effect in the United States. It's known as the CAN-SPAM Act. This Act regulates, to some extent, commercial email, establishes requirements for commercial messages, gives recipients the right to have you stop emailing them, and spells out tough penalties for violations. While this law did not stop spam, it does make it illegal and ultimately less attractive to spammers. At Warm Start, we applaud the CAN-SPAM Act, but view it as the lowest barrier to entry rather than the pinnacle to which marketers should strive. Because spam is about consent not content, arguments that mail is CAN-SPAM compliant are often irrelevant.

There are also many other laws and regulations around the world surrounding electronic marketing. If you live or work in Canada, or mail to folks who do, you'll want to be sure to collect and catalog express consent as outlined in the Canadian Anti-Spam Laws (CASL).

While we can't give legal advice, we encourage all senders to become familiar with these laws, especially if they live in or mail to recipients outside the United States.

How does Warm Start help protect against sending unwanted or unsolicited email?

Warm Start's Compliance team uses the full spectrum of people, process, and technology to ensure our customer's mail gets delivered. Our highly trained staff uses a variety of tools and criteria to review and evaluate each account throughout their lifecycle.

Legal - We require each customer understands and agrees to our permission-based Terms of Service. In addition, when customers upload a contact list or connect an email account, they must agree it is consent-based.

Education - We continuously keep customers updated on the latest best practices, tips, and email etiquette via our blogs, seminars and training.

We also utilize third party technology to help identify potentially problematic contact lists and campaign content.

Identification - Your email header information is pre-set for you by Warm Start. Your email's "From Address" is verified and accurately identifies you as the sender.

Contact Information - All of your emails are pre-filled with your contact information in your signature.

Reporting Abuse

If you believe you have received unwanted, unsolicited messages sent through our platform (or seemingly sent through our platform), please forward a copy of that message with your comments for review to abuse@warmstart.ai.

Each email is reviewed and cataloged by a member of the Warm Start team. In addition, we will investigate each complaint and take appropriate action against the sender.