This article provides the details on how emails from Peakon are sent, and can be supplied to your IT-department to help ensure all emails from Peakon are delivered successfully.

For an outline of the technical details for use by IT departments to properly configure firewalls and proxies to allow full access to the Peakon system, see "Hosts and protocols for the Peakon services".

Technical details

Peakon uses Amazon Web Services, AWS, to send emails, specifically the AWS Simple Email Service, often just referred to as AWS SES. 

Security

Emails from Peakon will always have appropriate SPF and DKIM records, and we use DMARC to track deliverability. Emails will always be delivered over TLS if supported by your email server.

IP-addresses

Peakon sends from a set of IP addresses, dedicated for use by Peakon:

  • 54.240.54.100
  • 54.240.54.101
  • 54.240.54.102
  • 54.240.54.103

These IP addresses are static and not expected to change. As our service continues to grow, we may add additional ip-addresses over time.

Email-addresses

All emails from Peakon are sent from app@peakon.com and have support@peakon.com listed as the reply-to address. This provides an easy way for employees to ask questions about their survey, and get help with any issues they encounter.

Return path

Emails sent from Peakon will be sent using a Return Path of <something>@bounce.peakon.com. This is used to track bounces of emails, so we can alert to bounced emails inside the product, and enable easy fixing of invalid emails.

Emails to whitelist

*@bounce.peakon.com

app@peakon.com 

support@peakon.com

*@peakon.intercom-mail.com

Advanced Threat Protection for Office365

If you are using Office365, setting up mail flow rules will allow your system to bypass safe links when scanning emails from Peakon.

  1. Go to Mail flow > Rules, create a new rule and give it a name
  2. In the Apply this rule if… section, click on More options, and then choose Sender’s IP address is in the range… 
  3. Add our IP addresses from the IP-addresses section above
  4. In the Do the following… section, choose Set the message header to this value… 
  5. Set the message header to: X-MS-Exchange-Organization-SkipSafeLinksProcessing and set the value to 1. 
  6. Save the changes.

Bounce handling

Peakon will retry sending emails a number of times with increasing delay if it encounters a temporary bounce, sometimes referred to as a soft bounce. This can be caused by internet connectivity issues, target email server issues or other temporary problems. For such cases no action is required on your end.

Peakon will not send any further emails if it encounters a permanent bounce, sometimes referred to as a hard bounce. This can be caused by typos in the email address, former employees, or incorrect spam rejections. In all cases the affected employee will be flagged as having a bounced email address. If the email address is valid, the bounce flag can be cleared from the employee list in Peakon.

Testing

We encourage you to test email delivery by sending test rounds to a small group of employees. This will give you time to work with IT to ensure email delivery, if any issues is encountered during the test.

Email filters that prevent emails from Peakon being received

On Peakon it's possible to select the sender of the survey emails. Some email servers will block mass emails coming from the CEO, for example, if the server filters have been configured to detect that as a spam incident. It's therefore worth checking that such filters will not interfere with the survey being sent from particular email addresses in your organisation. 

Please also consider any other email checks that may interfere with the delivery of Peakon emails. 

Article: Hosts and protocols for the Peakon services

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