A legitimate email has triggered an Anti-Spam filter in Email Security.cloud. You have questions regarding the false positive submission process.
Only samples that meet the requirements outlined in Mail client instructions for submitting valid samples will be accepted for analysis. Samples that have a spam verdict will be processed within 24 hours. Each false positive submission is examined individually to assess what caused the sample to be detected as spam and what corrective action, if any, needs to be taken.
Note: Symantec does not guarantee that each submission will result in an alteration of our filters.
Symantec does not acknowledge samples submitted to the above address or provide the results of the investigation automatically. Please ensure that you are following the procedure outlined in Mail client instructions for submitting valid samples to submit in a correct format. If after 24 hours it fails to resolve the matter, or if you require feedback regarding your submission, please contact Symantec support with details outlined in the referenced article.
The original sender of the email should attempt to resend the email. While we strive to action submissions as quickly as possible, it may take up to 24 hours before detection is amended if we are able to do so. After 24 hours from submission to the feedback address, if the email is still categorized as spam when resent or checked in the Spam Analysis Tool, then it is likely that amendment to the detection is not possible in this case.
This depends on the action being applied to the false positive email based on your settings in the client portal.