Email sending policy

Who this policy covers

This policy covers all email sent by or for Agentu Inc, a Texas corporation, c/o Legalcorp Solutions, LLC, 1814 N Memorial Way, Houston, TX 77007 ("Agentu", "we"), which operates agentu.com and Agentu Memory, an AI memory service with free and paid plans. We send our email through HERALD, our own customer-messaging platform, which checks each message against the rules below before it is sent. The rules are the same whichever email service provider carries the message.

What we send

• Transactional email, which is most of what we send, from notify.agentu.com: acknowledgements and replies for support requests that people open by email, through our web form or through our call-answering service, sent to the address the request came from; and account and billing notices to the billing contact of each paying customer.
• Some marketing email, from mail.agentu.com: product and service updates, sent only to contacts at our business customers who have opted in to them with their company email address.

Our free app for individuals asks for no email address, so its users receive no email from us unless they write to us; then we send only our reply. Paid plans add a billing contact, which receives account and billing notices.

Transactional email is about the request or the service it relates to; product promotion goes only in marketing email, under the rules below. Transactional and marketing email are sent from separate domains, so marketing can never hold up a support reply. We send only Agentu's own email from these domains, never email for another company, and we never send cold or bulk email to people who did not ask to hear from us.

Who we email: company addresses for marketing

• We send marketing email only to company (work) email addresses. We do not send marketing or other bulk email to personal webmail or forwarding accounts, such as Gmail, Outlook.com, Yahoo Mail, iCloud Mail or Hide My Email; HERALD refuses to. If you write to us from a personal address, we reply to you there about your request only.
• We never buy, rent, borrow, scrape or harvest email lists, and we never add an address that the person did not give us.
• We never sell, rent or share our list. The addresses go only to the service providers that host HERALD and deliver our email, under contract and only for that purpose.

Permission

• Transactional email goes to people who asked for something (for example, opened a support request) or who are paying customers and need a notice about their account or the service.
• Marketing email goes only to people who have opted in to it, by ticking an unticked box in their account settings or on a sign-up form that says what they will receive. We record when and where they opted in and the exact wording they agreed to. HERALD sends marketing email to nobody without such a record, whatever country they are in.
• You can withdraw permission at any time, as described below.

Unsubscribing

• Every marketing email carries one-click unsubscribe headers (List-Unsubscribe and List-Unsubscribe-Post, RFC 8058), so your mail app can unsubscribe you with one click, and a visible unsubscribe link that opens a page where one click on "Unsubscribe" does the same. Neither needs a login or a reason. HERALD will not send a marketing email that lacks them.
• An unsubscribe takes effect immediately. You can also unsubscribe by writing to privacy@agentu.com from the address concerned.
• Unsubscribing from marketing email does not stop replies to requests you make or the account and billing notices you need as a customer.

What every email contains

• It names Agentu as the sender, comes from an Agentu domain, and has a subject line that reflects its content.
• It links to our contact page and our privacy policy.
• Every marketing email also carries our postal address. HERALD will not send a marketing email without it.

Bounces, complaints and our suppression list

• HERALD keeps a suppression list and checks it before every message is sent. A suppressed address is not emailed again.
• An address that hard-bounces is suppressed as soon as the bounce report reaches us and has been checked. Three soft bounces from the same address within 30 days count as a hard bounce.
• If someone reports our email as spam, their address is suppressed as soon as the report has been checked, and every email permission they gave us is withdrawn.

Watching our sending reputation

CloudWatch alarms alert our team when the bounce rate of our Amazon SES account rises above 3% or its complaint rate above 0.08%. We then review the affected email straight away, and we can pause a sending domain at once; while it is paused, no marketing or service email is sent from it. These limits are set well below the levels at which email providers act.

Authentication

We send only from our own domains, notify.agentu.com and mail.agentu.com, authenticated with SPF, DKIM and DMARC, so receiving mail servers can check that a message really comes from Agentu.

Email service providers

We send through established email service providers, starting with Amazon Simple Email Service (Amazon SES) in the AWS Europe (Zurich) Region, and we follow each provider's acceptable use policy. If we add a provider, for example so that support replies still arrive when one provider is unavailable, we will name it in our privacy policy before it carries any email, and this policy applies to it in full. Marketing email is never sent through a provider whose terms do not allow it. If a provider pauses or suspends our sending, we do not move our email to another provider.

Your data

We use the email addresses we hold only to deal with your requests and to send the email described here. We keep an address on our suppression list after you unsubscribe or ask us to delete your details, so that we do not email you again. Our privacy policy explains what we hold and your rights.

Report a problem

If you received email from an Agentu domain that you did not expect, or that you think breaks this policy, forward it to privacy@agentu.com. We look into every report, and we suppress the address straight away if you ask us to.

Changes

We will post changes to this policy here with a new date.