> ## Documentation Index > Fetch the complete documentation index at: https://docs.brudcast.com/llms.txt > Use this file to discover all available pages before exploring further. # Reputation and suspension > The complaint and bounce rates Brudcast measures, the levels that warn or suspend a sending domain, what a suspension stops, and how to recover from one. Brudcast measures how receivers react to your mail and acts on it. A domain whose complaint or bounce rate climbs is warned first, then suspended. This page is the enforcement: what is measured, the levels that trigger each step, and how to get back to sending. **Why:** unless you have [dedicated IPs](/deliverability/best-practices#dedicated-ips), your mail leaves from servers shared with other Brudcast customers. Catching a problem while it's small protects your own delivery and everyone else's. ## What is measured Brudcast checks the complaint rate and the hard-bounce rate of every sending domain every 15 minutes, over the previous 24 hours. Your organization as a whole is checked the same way, against stricter limits, so a fresh domain never resets your history. | Rate | How it's worked out | | ---------------- | ------------------------------------------------------ | | Complaint rate | Complaints ÷ messages delivered | | Hard-bounce rate | Hard bounces ÷ (messages delivered + messages bounced) | Rates are only judged once there's enough mail in the window to judge them. Below that minimum, a single bad address can't put you over a limit. ## The levels A rate has to be **above** a level to trigger it. | | Domain | Organization (all domains together) | | --------------------------------------------------------- | ---------- | ----------------------------------- | | Minimum mail in the last 24 hours before rates are judged | 500 | 50 | | Complaint rate: warning | above 0.1% | above 0.05% | | Complaint rate: suspended | above 0.3% | above 0.1% | | Hard-bounce rate: warning | above 5% | above 3% | | Hard-bounce rate: suspended | above 10% | above 5% | | Status | What it means | | ------------- | ------------------------------------------------------------------------------------------------ | | **Healthy** | Both rates are below the warning levels | | **Warning** | A rate is above a warning level. The domain keeps sending, and the organization owner is emailed | | **Suspended** | A rate is above a suspension level. The domain can't send | ## What a suspension stops A suspended domain's mail is refused outright: | How you send | Response | | ------------ | ----------------------------------------------------------------------------------------------------- | | Email API | `403 Sending is disabled for this account: sending domain is suspended for bounce or complaint rates` | | SMTP relay | `550 Sending is disabled for this account: sending domain is suspended for bounce or complaint rates` | A suspended domain also drops your whole organization's daily limit to 200 emails until it recovers, whatever your organization's age. See [New-account sending limits](/deliverability/new-account-sending-limits). ## How to recover Recovery needs both rates below the warning levels **and** 24 hours since the status last changed. A worsening status takes effect immediately, but an improving one doesn't, because the 24-hour window has to clear first. 1. **Stop sending to the audience that caused it.** Rates are measured over the last 24 hours, so continuing to send the same mail keeps the status where it is. 2. **Find the source.** Open **Reports > Deliverability** and look at which campaign, list or import the bounces and complaints came from. 3. **Clean the list.** Remove the addresses that hard-bounced, and leave out contacts who haven't engaged in months. See [Best practices](/deliverability/best-practices). 4. **Never remove complaint or hard-bounce suppressions to re-mail people.** See [Bounces, complaints and suppression](/deliverability/bounces-complaints-and-suppression). 5. **Start again small.** Send to your most engaged contacts first and widen the audience over several sends. If a suspension doesn't lift once both rates have been below the warning levels for a full day, write to [support@brudcast.com](mailto:support@brudcast.com). ## Blacklist checks Brudcast also checks every verified sending domain against the major domain blacklists once a day. The result shows under **Reports > Deliverability** as **Clean** or **Listed**. Fix the audience that caused a listing before you ask the list to remove you, or the listing usually comes back. ## Related Why an address stops receiving your mail. The daily limit a suspension drops you to. Habits that keep both rates low. Every guardrail in one place.