---
title: "SOP: Handling AWS Notification Email Issues for Scheduled Reports"
description: SOP for handling AWS SES/SNS bounce notifications on scheduled report emails, covering bounce classification, corrective actions, and escalation to Engineering.
---

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# SOP: Handling AWS Notification Email Issues for Scheduled Reports

## Standard procedure for triaging AWS SES/SNS bounce notifications for scheduled report emails

## Purpose

Provide a clear, repeatable process for identifying, troubleshooting, and resolving AWS notification email delivery issues related to **scheduled reports**, with a focus on common SES bounce scenarios (e.g., `Permanent` / `OnAccountSuppressionList`).

---

## Scope

Applies to:

- **Customer Support**
- **Data Support**

Used for all scheduled report emails generated by the application and delivered via AWS (SES + SNS notifications).

---

## Definitions

> - **SES (Simple Email Service):** AWS service used to send emails. - **SNS (Simple Notification Service):** AWS service that publishes email delivery/bounce/complaint notifications. - **Transient Bounce:** Temporary delivery failure; retries may occur. - **Permanent Bounce:** Hard failure; retries will not succeed. - **MessageTooLarge:** Email rejected due to exceeding recipient size limits (attachments, inline images, or total payload).

---

## Entry Criteria (When to Use This SOP)

> This SOP **strictly begins** when a notification email is received from: > **EmailProblem \[no-reply@sns.amazonaws.com\](mailto:no-reply@sns.amazonaws.com)** > indicating an AWS SES/SNS email delivery issue for a scheduled report. **This SOP does not apply to customer-reported issues unless an AWS notification email has been received.** - **Redash Query to find distribution lists an email is added to:** - [https://dash.us.sitemetric.com/queries/7763/](https://dash.us.sitemetric.com/queries/7763/)

---

## High-Level Flow

> 1. Receive AWS notification email from **EmailProblem \[no-reply@sns.amazonaws.com\](mailto:no-reply@sns.amazonaws.com)** 2. Open the SNS notification and identify affected report and recipient 3. Validate recipient email address (spelling and domain) 4. Identify `bounceType` and `bounceSubType` 5. Follow bounce handling decision flow 6. Take corrective action 7. Validate fix and confirm delivery 8. Document outcome and prevent recurrence

---

## Detailed Procedure

---

### 1. Intake: AWS Notification Email Review

- Confirm the sender is **EmailProblem no-reply@sns.amazonaws.com**.
- Open the notification and capture: 
    - Affected recipient email address
    - Report name (if present)
    - `bounceType`
    - `bounceSubType`
    - Message ID
    - Timestamp
- Determine whether the issue is **delivery-related only** (report generation already completed).

---

### 2. Validate Email Address (Required for Any Bounce)

For **any bounce event**:

1. Check email spelling and formatting.
2. Confirm domain is valid and active.

- If email is **invalid or misspelled**: 
    - Correct the address.
    - Reattempt delivery on next scheduled run.
- If email is **correct**: 
    - Proceed to bounce classification.

---

### 3. Bounce Classification & Action Flow

> ### **A. \`bounceType: Permanent\` / \`bounceSubType: OnAccountSuppressionList\`** **Meaning:** - Recipient address is on AWS SES suppression list. **Action Steps:** 1. Open a Bugs ticket requesting removal from the SES suppression list. 2. Include: - Email address - Message ID - Timestamp 3. Do **not** reattempt delivery until suppression is removed.

> ⏳ ### **B. \`bounceType: Transient\` / \`bounceSubType: General\`** **Meaning:** - Temporary failure not tied to message content or address validity. **Action Steps:** 1. Take no immediate action. 2. Allow AWS SES to reattempt delivery automatically. 3. Monitor for escalation to a Permanent bounce.

> ### **C. \`bounceType: Permanent\` / \`bounceSubType: General\`** **Meaning:** - Hard failure indicating the email address cannot receive mail. **Action Steps:** 1. Remove the email address from all scheduled report distributions. 2. Notify the customer that the address must be corrected or replaced. 3. Do not reattempt delivery until a valid address is provided.

---

### 4. Validation

- Confirm next scheduled send completes successfully OR
- Confirm customer receipt of manual resend
- Check SNS/SES logs for `Delivery` status

---

### 5. Documentation & Prevention

- Log the incident in the ticket: 
    - Root cause
    - Bounce type/subtype
    - Resolution
- If recurring: 
    - Flag report for **link-based delivery by default**
    - Recommend report size thresholds

---

## Escalation Criteria

> ⬆️ Escalate to **Engineering/Product** if: - Report generation produces unexpectedly large outputs - Multiple customers experience the same failure - SES configuration or limits need adjustment

---

## Ownership

> - **Customer Support:** Intake, communication, validation - **Data Support:** Report sizing, structure, delivery format - **Engineering/Product:** Structural or systemic fixes

---

## Related Artifacts

- Customer Responsibility Matrix
- Scheduled Reports Configuration Guide
- AWS SES/SNS Monitoring Dashboards

---

**Owner:** Customer Support / Data Support **Applies To:** All scheduled report delivery issues related to AWS SES/SNS notifications

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