If you are mailing As we have had problems with spam to the regular support address - email@example.com you will - all inbound mail will first be verified as "real" before they are handled. This means there's a manual inspection at regular basis. As soon as this has passed, you will ge a confirmation mail, that it has reached us. However, we will only confirm that your mail your request has reached us when the request has been assigned to a service agent. This rule is used to avoid confirming e-mail sent from spamming senders. Some messages that we receive do have triggers.
As of august 2016 there are tools available for helping self (e.g. DNSBL), meaning the SLA state has been changed to normal.
Before contacting us, make sure you have tried to use the tools first.