WHO W E ARE

The Oracle Deliverability Operations Support Team is a global team of experts ready to support

client’s various deliverability issues. Each individual utilizes their global and localized expertise in

Email Deliverability in order to work with clients to identify the issue in question, assist in

understanding the drivers behind the problem, and provide recommendations to address these issues

moving forward.

WHAT W E DO
Our team works off of support requests entered via My Oracle Support (MOS). These SRs are

typically associated with Deliverability issues based off of recent campaign performance. They include:

» High Bounce & Complaint rates

» Spam Trap hits

» Blacklistings

» Spam Folder Delivery

» ISP Blocking

» Feedback Loop Questions

Disclaimer: This document is for informational purposes. It is not a commitment to deliver any material, code, or functionality, and should not be relied upo
in making purchasing decisions. The development, release, timing, and pricing of any features or functionality described in this document may change
and remains at the sole discretion of Oracle Corporation.

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There are other Deliverability related issues that will be worked on initially by support. Below

are some examples:

» DKIM / SPF Setup

» Authentication Check

» B&D Workbook Related Questions / Updates

» Adding Additional Domains

» Suppression/Addition of subscribers

» Insight spam report issues

HOW TO GET IN TOUCH

All Deliverability issues that require investigation are to be submitted via My Oracle Support (MOS) as
an SR. This SR should have its component set to ‘Deliverability Operations’ and its sub-component set
to an option that describes the present issue. A brief description of the options are mentioned below:

• Authentication (AUTH) – Failing Authentication like DKIM, SPF or DMARC

• Blacklisting (BLKLST) – Blacklisted on blacklisting sites like Spamhaus, Spamcop,
Barracuda, SpamAssasin etc
• Spam Folder (SPAMFLD) – Spam folder delivery of messages for subscribers or low open
rates
• Feedback Loop Issue (FDBKLOOPISUE) – Issues related to feedback loop.
• Hard Bounces (HARDBNCE) – Increases in Hard bounces on email sends.
• Proactive Abuse Box Monitoring (PROABUSEBX) – To be used by Deliverability
Operations team only for internal purposes
• Soft Bounces (SFTBNCE) – Increases in soft bounce rates on email sends
• Email Delays (DLY) – Bounces and issues related to rate limiting or timed out deliveries at
ISPs.
• Deliverability Plus (DELVPLUS) – Issues or questions pertaining to the Deliverability Plus
tool functionality/reporting

*Please be sure to include the name of the Instance in the SR

TIMELINES AND EXPECTATIONS:

Once a ticket is created or routed to the Deliverability Operations team please expect the following:

• SR will be picked up by a Deliverability Analyst within 2-3 business days for investigation.
• The timeframe in which these are picked up is based on the order in which the SR enters
the queue
• This timeframe is also subject to change based on the amount of SRs in our team’s
queue at a given time

Copyright © 2019, Oracle and/or its affiliates. All rights reserved.

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• Once this SR is investigated, the Deliverability Specialist working the ticket will respond within the
MOS SR with their findings.
• This will typically result in a brief overview of the issue, and specific best practice
recommendations on how the client can resolve the issue moving forward.

• Once recommendations are provided, the SR will be closed. Any further issues (related or
separate) are to be addressed via a new SR moving forward

• Deliverability Operations is not a 24/7 support service. Though we do have global expertise and
resources, we respond to questions and tickets during our team’s work hours only.

DELIVERABILITY SUPPORT VS ONGOING STRATEGY SERVICES

It is important to note that Deliverability Operations Support is to be utilized for receiving
input/recommendations into specific one off type issues. If a contact requires any type of
ongoing/dedicated service, the CSM / AD will be able to assist in pointing to a strategic services
engagement at an additional cost. Examples of this would include:

• Ongoing meetings involving reoccurring issues

• Assistance in resolving issues that require a deeper dive into a client’s email program
• Proactive Deliverability report analysis

Copyright © 2019, Oracle and/or its affiliates. All rights reserved.

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