RightNow Anti-Spam Policy

This anti-spam policy is directed to subscribers to RightNow Technologies' mailing lists and to customers using RightNow Technologies' marketing automation product.

More general information for visitors to the RightNow web site, specific information for hosted CRM customers, and the RightNow email privacy policy can be found on pages specific to those topics available through the links below.

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If you feel RightNow Technologies is not abiding by this anti-spam policy, please contact us at abuse@rightnow.com.

This anti-spam policy covers the following:

1. RightNow anti-spam policy overview
2. Email Deliverability Group
3. License Conditions
4. Maintain ISP Relationships
5. Complaints Procedures
6. Membership of Anti-Spam Organizations
7. Monitoring of Domestic and International Spam and Privacy Legislation
8. Provide Customers with Email Delivery Best Practices

RightNow anti-spam policy overview

As spam proliferates, non-delivery has become a major aggravation for email service providers and marketers. To combat spam, Internet service providers are filtering out spam. The problem is that large amounts of valid commercial emails are filtered out with it. For many organizations, running an effective email marketing campaign has become a highly complex affair. They struggle to make their messages stand out above the fray and most importantly to find ways to pass through the bulk mail trap of increasingly effective spam filters. RightNow is committed to assisting its customers to effectively deliver legitimate email. RightNow is also committed to the prevention of spam email. This Policy Statement lists the measures that RightNow has set in place to achieve these twin objectives.

Email Deliverability Group

RightNow has created a standing committee, the Email Deliverability Group (EDG) to oversight all activities related to the two objectives. The EDG is chaired by the Vice President & General Counsel who is a member of the Company's Executive Management Team, and comprises representatives from the Marketing, Development, Hosting, Customer Service, and Professional Services Departments. In addition, RightNow has appointed an Email Deliverability Officer to support the EDG, and to be a source of deliverability expertise to RightNow's staff and customers.

License Conditions

As a condition of the right to use its software, RightNow requires all customers to agree that they will not use the software to send unsolicited commercial email. Specifically, licensees expressly contract that they will not conceal the identity of an email sender, that they will provide their end users with a user friendly means to opt-out of email communications, and that they will not engage in activities that are reasonably likely to lead to spam complaints. License conditions give RightNow the right to investigate spam infringements, and to suspend or terminate licenses.

Maintain ISP Relationships

RightNow actively works with top Internet Service Providers (ISPs) to ensure that we understand their ever-changing email filtering requirements, their white list criteria (if applicable) and their future directions. By staying in good standing with ISPs, we are also better able to assist in resolving the inevitable problems that our customers will experience with ISPs.

Complaints Procedures

RightNow will promptly respond to any complaints about spam. Any such complaint should be sent to abuse@rightnow.com.

Membership of Anti-Spam Organizations

To communicate with the ISPs and work toward resolving spam issues, RightNow, along with several top email service providers has joined the Email Sender and Provider Coalition (ESPC). The ESPC was formed by the Network Advertising Initiative (NAI) to fight spam while protecting the delivery of legitimate email.

Monitoring of Domestic and International Spam and Privacy Legislation

RightNow is dedicated to monitoring current domestic and international spam legislation. In this way, we can assist our customers to ensure that all outbound communications are compliant with the latest policies and procedures.

Provide Customers with Email Delivery Best Practices

We receive a wealth of information about best practices in email delivery through our implementation and consulting engagements, our relationships with ISPs, our monitoring of national and international legislation, our membership of anti-spam organizations, and through resolution of complaints. RightNow provides the best of this information back to our customers in the form of Best Practices collateral, white papers, webcasts, and consulting engagements. The objective is to provide our customers with a blueprint of how to deliver successful outbound email communications.