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Over 1/3 of our staff are support agents, and support is one of our largest costs, so yes - custom domains do add additional support challenges, and we do need

Over 1/3 of our staff are support agents, and support is one of our largest costs, so yes - custom domains do add additional support challenges, and we do need to cover that cost. Thanks for the suggestion with DMARC reporting. It's not something we're going to work on straight away, but I'll add it into the suggestions for the domain features. Definitely we'd only look at building something pretty basic and low-touch, but maybe that's enough for a lot of small businesses.

donmcronald 5y ago
Minimal DMARC reports would be useful. The problem that I see for small businesses is the cost keeps them from even trying it, so they can have problems that never get surfaced. As an example of where I think the current value propositions are bad, DMARCian charges $240/year for the most basic plan that includes 100k compliant messages in a month. Most small businesses won’t do half that in a year. You probably have good stats to grok that. I get it on the support thing. I pretty much never use support, so I guess that’s why I always feel like everything is too expensive. I’m always stunned to see how many employees at smaller tech companies are support. Sometimes I feel like I’m subsidizing users that are too lazy to learn.
- brongondwana 5y ago
  Heh, yep - you are subsidising users that don't know how to do everything - and they are subsidising you by paying for the engineers to build robust and reliable systems with 24/7 operations support, and developers, and standards authors improving the system for the future... along with the support team. Anyway, I've already filed the DMARC request internally, and linked to this thread.
newscracker 5y ago
Fastmail is not for me because a) it's expensive for multiple mailboxes (like even three or four mailboxes) and b) it's right in the Five Eyes jurisdictions (which I try to avoid as much as I can) but I do appreciate a) Fastmail's work on JMAP and can't wait for it to become more widely deployed and b) frank and straightforward responses (including for example in the threads on the Assistance and Access Bill in Australia)

donmcronald 5y ago

Minimal DMARC reports would be useful. The problem that I see for small businesses is the cost keeps them from even trying it, so they can have problems that never get surfaced. As an example of where I think the current value propositions are bad, DMARCian charges $240/year for the most basic plan that includes 100k compliant messages in a month. Most small businesses won’t do half that in a year. You probably have good stats to grok that. I get it on the support thing. I pretty much never use support, so I guess that’s why I always feel like everything is too expensive. I’m always stunned to see how many employees at smaller tech companies are support. Sometimes I feel like I’m subsidizing users that are too lazy to learn.

brongondwana 5y ago
Heh, yep - you are subsidising users that don't know how to do everything - and they are subsidising you by paying for the engineers to build robust and reliable systems with 24/7 operations support, and developers, and standards authors improving the system for the future... along with the support team. Anyway, I've already filed the DMARC request internally, and linked to this thread.

newscracker 5y ago

Fastmail is not for me because a) it's expensive for multiple mailboxes (like even three or four mailboxes) and b) it's right in the Five Eyes jurisdictions (which I try to avoid as much as I can) but I do appreciate a) Fastmail's work on JMAP and can't wait for it to become more widely deployed and b) frank and straightforward responses (including for example in the threads on the Assistance and Access Bill in Australia)