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If you are responsible for blocking, throttling, or feedback-loop arrangements with Mailapp, please use the contact at hello@mailapp.app. Include the sending IP, the sending domain, and a representative message ID or sample headers in your message — we will route to Trust & Safety within one business day.

Mailapp operates one external-facing inbox to keep response paths short. Subject-line prefixes route the message internally; please include them where listed above so the appropriate team receives the message within minutes rather than hours.

• Primary transport: Amazon Simple Email Service (Amazon SES).
• Regions in use: AWS US-East-1 (N. Virginia) and AWS EU-West-1 (Ireland). EU-residency customers are pinned to EU-West-1.
• IP strategy: the majority of customers send from Amazon SES shared IP pools, with reputation built and maintained through the controls on the Trust & Safety page. Enterprise customers may operate dedicated IPs with managed warm-up.
• Bounce / complaint pipeline: AWS SNS → Mailapp webhook → atomic suppression + per-customer metric update + auto-pause decision. Latency from SES event to suppression is typically under one second.
• Reverse DNS: reverse DNS for all sending IPs is managed by AWS and aligned with the SES public sending pools (amazonses.com).

If you observe a Mailapp-routed message failing any of these, please send the headers to hello@mailapp.app with subject prefix "Delivery". We treat authentication-failure reports as platform-affecting and route them to the on-call engineer.

• Mailapp consumes complaint feedback from Amazon SES's native complaint events and from independent FBL channels where available.
• Every complaint, regardless of source, adds the address to the global suppression list within seconds and increments the responsible customer's complaint-rate metric.
• To onboard a new FBL or change FBL routing, email hello@mailapp.app with subject prefix "FBL" and include the ARF endpoint or other technical detail. We'll respond within one business day.

1. A complaint or hard bounce event arrives on the AWS SNS topic.
2. Mailapp's webhook ingests it and writes the recipient address to the global suppression list, atomically.
3. The originating customer's rolling 30-day bounce or complaint metric is updated.
4. If either metric crosses Mailapp's internal threshold (3% bounce / 0.08% complaint — both well below AWS and major-receiver suspension limits), the customer's sending is paused immediately.
5. The customer is notified by email and in-app banner with the metric, the trigger reason, and the remediation steps.
6. A Trust & Safety reviewer determines whether the pause becomes a suspension or termination based on severity, history, and remediation evidence.

See the Trust & Safety page for the full enforcement schedule and the Anti-Spam Policy for the rules customers must follow.

• To request that Mailapp pause traffic to a specific receiver: email hello@mailapp.app with subject prefix "Delivery", the affected sending IPs / domains, the affected receiver domain, and the reason. We respect operational requests immediately and follow up on a permanent remediation plan.
• To report a Mailapp customer who is on your block list: include the message ID, the sending IP, and a representative bad message if possible. We'll suspend the customer pending review and confirm back to you when complete.
• To request unblock by a receiver that has blocked Mailapp: Mailapp does not request unblocks until the originating customer is suspended and the remediation is documented. The customer cannot resume sending while their reputation incident is open.

• Mailapp queues mail per-customer and per-destination, with per-receiver pacing that backs off in response to 4xx soft-failures.
• A receiver returning "try again later" (4.7.x family) causes Mailapp to slow the per-domain throughput for at least 30 minutes before retry.
• Repeated 5xx responses for an address (typically 3 within 24 hours) classify the address as a hard bounce, suppress it, and prevent any further Mailapp customer from sending to it.
• If your domain needs Mailapp to use a different pacing profile (e.g., a known slow inbound), email hello@mailapp.app with subject prefix "Delivery" and the operational detail.