As promised in the last webinar, we’re moving as aggressively as possible to make sure our partners have as flexible of a tool as we can imagine to communicate with clients in the event of an IT catastrophe. Or, in our case, to further increase transparency and collaboration with all our ExchangeDefender service providers so you can get better insight into our network and when we’re dealing with a lot. That said, I believe that the product/service is now production ready and we’ve already tied it up in our ExchangeDefender Enterprise product so you’ll know as we know. 🙂
Remember, ExchangeDefender’s AnythingDown.com , or https://yourserviceproviderid.xdnoc.com – is your own brandable, real-time alert system that covers ExchangeDefender managed resources as well as your own custom defined events.
Let’s go on a little tour, shall we?
First, here is the nearly-final look of the site. It will of course feature your logo, your contact information, and your own services but you can see that there is now a sign in section as well as nested posts – so when something is updated it’s done so in-line and can be read normally (as opposed to just seeing the latest update and not knowing what it’s about at all).
Sign in screen is for you, just provide your service provider ID and password and you’re in your own portal.
As for your users that want real-time updates via email or RSS/blog, we have a signup page (I know, I know, it’s idiotic but GDPR and EU have put this obstacle in place where we need contracts and disclosures about signing up for an email list).
Once you’ve signed in as the service provider, you will have access to manage and create new service advisories. Just click on the Add New button in the upper right corner. If you’re managing a larger NOC and have a ton of fires going on (you’re among friends, #respect) you can also search current open advisories and make sure you update the correct one.
New advisory posting is pretty flexible and gives you actually quite a bit of power to include images, links, and other multimedia. As network geeks we’re used to plain text, ASCII, 80 columns across black on white kind of alerts but in the 21st century with lots of things going on sometimes you can throw out a quick alert with a screenshot of what’s going on rather than trying to document every single detail (for example, a cloud of daily network/ISP outages as an explanation why things are moving slow or getting delayed or buffered)
And of course, you can update every service advisory.
As mentioned last month, ExchangeDefender XDNOC </a> service is all about helping us work better with the people that pay us to help protect their networks and users. I have some rather personal thoughts on that subject, which will be a matter of another post. However, when you design software and when you serve as the gatekeeper, your primary responsibility to the people you’re protecting and waking up to keep safe every day is not just to keep things going but also to keep everyone aware of what is going on to improve things – because hackers don’t take days off.
When things malfunction at other companies, they blame vendors and equipment. When things malfunction at ExchangeDefender, we build products and services so we never have to deal with the problem in the first place. As a result of a DDoS attack last month, I am happy to introduce you to our new service that will improve one area in which we undoubtedly suck the most: communication.
Say hello to AnythingDown.com:
It’s an offsite NOC alert site that’s branded for you.
At ExchangeDefender we do a pretty amazing job communicating and working with our partners, it’s actually our #1 selling point, that you can come to our offices and data centers, you can work with our team and get things done. But when something breaks, that same business friendliness and accessibility is an achilles heel – clients swamp the phones demanding to be briefed on every detail, “Friends of Vlad” call every staff cell phone they can find, the staff that is there to help/coordinate/assist in technical work cannot efficiently correspond and inform every user particularly when things go down and everything isn’t working as it should.
This is where ExchangeDefender XDNOC (aka “AnythingDown.com”) helps.
It’s off site. Doesn’t rely on our networks at all.
It’s on it’s own name space. Not dependent on our DNS/registrars.
It’s branded. Your name, your image, your message.
That last bit is pretty important – we realize that our larger clients have many employees that have never heard of ExchangeDefender, ditto for our partners that don’t want to reveal ExchangeDefender is behind their branded email offering.
Not to worry, your site is already branded and you have your own Service Provider XDNOC: https://<yourExchangeDefenderSPId>.xdnoc.com
It’s yours, it’s yours for free, and we’re just getting started. For the next week or two, the site will host ExchangeDefender content only as we add in the mechanism for RSS subscriptions, linking, SMS/txt alerts, and email notifications.
But this is just the beginning. As an ExchangeDefender subscriber you will have access to this site to tweak it as necessary and to add your own NOC alerts. That’s right, we’re not just building this for ourselves, we see it as a role of central accountability for everyone that relies on our services and all the services you use to deliver a solution. We all want to keep the client happy and informed and this will help out a lot towards that goal.
Our expectation is also to have our proprietary monitoring and alert feeds published on AnythingDown.com going forward so you can see or anticipate the issues that our infrastructure is seeing even before there are tickets or human confirmation of the problems. For many that will be way, way, way too much data but we feel it’s better to present it and get more eyes on it than hide it and hope it’s handled through automation or our staff activity.
In closing, I hope this helps. I know outages and service interruptions or performance issues or networking issues all suck, nobody wants them. They come with the territory and everyone knows it – so it’s not about technology malfunctions, it’s about your communication about the IT work that is done to make it as flawless as possible. We thank you for your business and for your continued support of ExchangeDefender that makes stuff like this possible.
Many IT professionals have gone through a lifecycle infrastructure upgrade – the all important cycle of improving the infrastructure as the vendors push down new features with ever increasing resource demands. We’ve been doing that since 1997. One thing that has changed in the past 20 years is the scope and magnitude of both attacks and the network demands to manage them all. We’ve done an excellent job keeping up with them all, with our last major outage (that lasted nearly 4 hours) back in 2011. We learned a lot that day – and rolled it up into our products and services that many of our partners have experienced. These days, with the cloud services, the game is completely different.
I hope you have a moment to join our WEBINAR next Thursday, April 11th, at noon
It won’t be the usual rah-rah new features new stuff show. I will speak candidly about how we’ve managed to overcome and triumph in the “Cyber” security game and how we’re still always one step behind whatever 0-day attack vector comes down. I’ll be discussing (somewhat intimate) details about the performance issues, DNS issues, DC issues, subscription issues, 3rd party IP issues, and how all of these have become both an IT management issue and customer service nightmare. I truly hope you join us. I know your time is valuable and schedules get tight so if you can’t make it, the recording will be posted in our portal as usual.
What we learned last week – for the millionth time – is that communication in cases of issues is paramount. When things appear to go down, people panic. They require not just information but reassurance, confidence, and a plan required to address issues. For smaller companies, that’s a matter of just falling back to a cell phone – for larger ones (if it’s not already you, it definitely is something to consider for your clients) that is simply not an option and the volume of activity will easily and quickly overwhelm you. I used to see it every day – when issues come up for our partners, their clients call us.
We’ve made an overwhelming investment – not just in technology and features but manpower – that has fueled our growth for the last few years. I want to share, personally, exactly how we operate and how we’ve been able to both prioritize and execute some of the more impressive infrastructure enhancements and how they are going to be here to serve you for years when something happens.
And then I hope to offer you the same – as a token of our appreciation for your business and your loyalty through the years. Pretty excited, I hope you can join us.