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Sender Policy Framework

Support Guidelines

If you become part of our support team, you agree to abide by the following guidelines:

  • Make sure your understanding of SPF is sufficient to help others with their problems. Read the latest specification at least once and make sure you are subscribed to the mailing lists to stay current.
  • Send a request via the contact form yourself, so that you can familiarize yourself with the autoreply we send to all requestors.
  • Assume the information people enter in the contact form or communicate to you in the life of the ticket is confidential. Do not disclose this information unless you have permission to do so.
  • When in doubt, ask on the spf-helper mailing list. This mailing list is open only to members of the ticket queue team, so any information given through the ticket system can be discussed freely.
  • Regardless of the attitude of the requestor, be calm and polite. If the requestor persists in abusive language or offensive attitude, simply cut off the communication by rejecting the ticket (or possibly referring the ticket to someone else, if you believe having another person handling the request will improve things).
  • When you are unable to respond to tickets for a longer period of time (i.e. more than a week), hand over your tickets to other members of the support team and ask them to keep an eye on your queue.
  • The support team is a democratic entity, decisions will be discussed on the spf-helper mailing list and only acted upon if a majority of the responding participants agrees.

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Last edited 2006-06-06 13:08 (UTC) by Scott Kitterman (diff)