FAQ

Frequently Asked Questions(FAQ)

Everyone has questions, some questions being more common than others. To address these frequently asked questions, we have three areas for you to explore:

General

Yes, we do.  Most of our competitors may advertise they allow attachments but actually use something referred to as a ‘clickable link’.  They say they do this for your protection against viruses and other nasty’s.  In reality, sending attachments uses more bandwidth than sending an average sized message. Even more so if you’re sending to 100’s of list members. We allow attachments and charge a nominal fee to do so. Concerned about viruses and attachments? Drop us an email at info@dundee.net and we’ll put your mind at ease.

Lyris ListManager™ offers a built in survey tool so users can create questionnaires with single, multiple or open ended responses (text entry questions).  Survey responses are trackable and survey results easily analyzed.  The survey form ListManager™ generates can be edited to match the look and feel of your email publication or website.

Dundee Internet offers discounts to nonprofit organizations and lists for personal non-commercial usage. We do have some restrictions for these discounts.

Dundee Internet Services Inc., has different payment plans to fit every need. Discussion list pricing starts at $13.95 a month for up to 250 list members.   Visit our pricing page for more information.

If you’re using the Lucky 13 or Sweet 16 plan, no contract is necessary.

We prefer contracts because it is a way to show we are committed to our customers. We spell out what we do and what our customers can expect from our services. In addition, a contract is a way to lock in pricing for a set amount of time. Contacts normally assure us that the List Owners has a legitimate list of subscribers and are not one-time “spammers.” Our normal contracts are yearly.

There is no limit to the number of emails you can send out per month.

No. You can only use our list hosting service with your own opt-in or permission based email list of subscribers.

Yes, as the list owner, you always retain ownership of your list subscribers.  We never rent, share, or sell your list of subscribers.

We have several easy ways to import members to your list. You have the option to create a single member, create many members, or to import members from a file.  We accept two file formats when importing from a file: .txt (text file) and .csv (Comma Separated Values).

Technical

We support SOAP API. You can access and manipulate the database tables using SOAP. (Simple Object Access Protocol). The API can be invoked from any language with SOAP support, including: .NET, Perl Java, Php, and  Tcl.

No. The system will always send feedback messages. However, you can customize every single word of these messages (confirm requests, hello message, goodbye messages, et al) except for messages sent upon a subscription request (or unsub request) where the subscriber is already a member or already unsubscribed. Those particular messages are canned and are not changeable by anyone.

Yes, it is possible for the list administrator to change the user email and other options using email based administration.

Yes. Most messages that can be automatically sent to your subscribers can also be customized to fit your style, wording, and format. These include, but are not limited to, the hello, goodbye, and confirm letters.

Dundee Internet offers a template creation service. You can work with us to design a customized template with the look and feel you desire for your newsletter.  Alternatively, you can have your web designer do the same thing.

Yes Lyris ListManager™ does have the options to send out in both html and text format. There is no need to segregate your list between text only and html subscribers.

Yes. Templates are easy ways to preformat content.  Lyris ListManager™ provides built-in templates for you to use and allows you to create your own templates. However Discussion Lists normally do not use templates,

The Lyris ListManager™ List Admin Control Panel includes an HTML editor that allows users to compose HTML messages with color, images, tables and more–without knowing any HTML.

We have several self help options, including simple to follow tutorials. We are always available by email and phone if you have questions.

Delivery

DKIM is technology that protects against message tampering and protects against address identity theft by allowing a mail server to sign its outgoing mail using public key encryption (Digital Signature) in the message header.  With DKIM the sent email(s) is identified and can be traced back to a specific domain for authentication.  DKIM will improve email campaign performance by helping you build your online reputation and maintain trust with Internet Service Providers and mailbox providers.  DKIM authentication is a standard feature of Lyris ListManager™.  DKIM benefits include email authentication advancements without engaging the support of your IT department.

We use the latest in list server technology, Lyris ListManager™ v12.0, a high-performance list server for opt-in email marketing campaigns, email announcement lists, newsletters, and online discussion groups.

We support all message types, including text, HTML, multipart MIME, and AOL formats, as well as international (double-byte) characters.  You can personalize your messages with wizards, for inserting mail merge tags and conditional content.  And it’s easy to archive and reuse previously sent content. You can target your most relevant customers with the segment builder, selecting by customer demographics, behavior, or any other fields in your database. You can use SQL queries to trigger automated messages when customer data changes.

Dundee Internet Services was Lyris’ first paying customer going back to January 1997 and ListManager v1.0. Because of our involvement with Lyris ListManager™ over the years we can legitimately claim to be the most experienced commercial ListManager operator on the planet… We currently have and have always had, the largest single installation of  Lyris™ ListManager. We have more experience running large lists on Lyris ListManager™ than anyone else…period.

We will try to send a message 6 times—one initial send and five retries over a 48 hour period.  If a mail server reports that an address is permanently non-deliverable, we will only attempt to deliver to it once for that mailing.  This kind of bounce is a permanent failure.  A message that is undeliverable for other reasons (e.g., mailbox is full or mail server does not respond) is a transient failure.  If an address is undeliverable for the initial send and all the retries, it is considered to have bounced once.  Even if a mail server initially accepts the message and later determines that the user does not exist, we will be able to record that address as having bounced.  In this situation, the receiving mail server will reply to the Lyris ListManager™ server with error mail.  This error mail will go to the bounce email address and will contain the user’s unique member ID number, so ListManager™ will be able to track it back to the particular address unable to accept mail.  This kind of bounce will not appear in delivery reports.

Dundee Internet has excellent long term experience working with many of the worldwide primary ISPs and anti-spam blocking list operators.  We monitor list traffic 24/7 for any potential delivery issue, working around the clock to ensure the best email delivery possible.  We proactively validate new customer lists. We review new lists for common signs of problematic issues, i.e., indications of harvesting, etc.  If a problem is discovered the entire list is rejected.  We require all subscribers to be opt-in, preferably using industry acceptable confirmation methods . All new customers must have online resources for email list member sign up. Additionally all customers are required to have a working website and email. We verify all DNS including checking the validity of the contact records, verify mail is RFC compliant, weed out bad addresses (for example immediately removes errors of type 550 (user unknown), we do not allow open relays and limit connections by IP address, avoiding overload with other mail servers.

Have additional questions?

No problem, visit our contact page or email help@dundee.net