Technical Support

Technical expertise for ExchangeDefender at your fingertips.

Support Portal

All ExchangeDefender services come equipped with access to our support portal. Inside the portal, you'll find our updated knowledgebase, NOC (service health), and ticket management. We want to make sure that you have 24/7 access to the technical information you are searching for, view library.

Our Service level options

We understand that all businesses are different, which is why we offer our clients multiple service offerings to meet your specific support needs. Our Gold members receive self-service, ticket management, and phone support for critical issues. Further, our Platinum members receive concierge 24/7 support with proactive monitoring, and account oversight. Take a look at our Support Offerings At A Glance below for more details.

Support Offerings At A Glance

Features

Self Service

Gold

Platinum

Support Portal: Knowledgebase, ticket reporting and management

g g g

Phone Support: Live access to a Technical Support Engineer

Critical issue
(during business hours only)

g

Critical issue (24x7x365)

g g

Non-Critical issue
(during business hours only)

g

Non-Critical issue (24x7x365)

g

Email Access: Direct access to Engineers

g

Technical Account Manager: account and support oversight, security expertise, and proactive monitoring

g

Support Methods

Automated Reprovision Service (delete and recreate)

g g g

Remote Testing (We will test it on our side, verify if it works)

g g

Remote Diagnosis (We will test and give a recommendation or fix)

g

Deployment Assistance

Deployment Documentation

g g g

DNS Assistance

g g

Remote Engineer Assistance

g

Scheduled Deployment

g

Monitoring

DNS Record Monitor (MX, SPK, DKIM, DMARC)

g

DMARC Reports

g

Identity Spoof Reports

g

Recipient notifications on blocked trusted senders

g

Service Advisor

Deployment Planning and Design

g g

Looking for end user support?

Visit our documentation to explore detailed how-to's and best practices.