Shockey Monkey – ExchangeDefender Blog

December 20, 2017

Upcoming Service Changes

Filed under: Announcements,Development,ExchangeDefender,Shockey Monkey — vlad @ 9:21 am

We have some cool new stuff going live before New Years that you need to be aware of. It’s been a very busy season for every elf in the workshop so we’re taking some time off after Christmas, please read below I promise it’s important.


This service continues to be our focus as we bring up massive changes to UI across the product line and Compliance stuff in general for one simple reason – it’s in heaviest demand. If you aren’t building a business on it, we should talk. In the meantime, we have a huge facelift to the Encryption Notifications.

Gmail - Browser - New MessageGmail - Browser - Message Receipt

Now I don’t know about you but our old encrypted mail notifications looked more like a Nigerian Prince scam than legitimate business notifications. We now have beautiful HTML/txt email notifications for the entire notification chain and of course your colors and your logo will be front and center. After the ExchangeDefender UI upgrade is complete, this branding will be customizable down to the domain-level so that recipients can identify the organization directly instead of the MSP/VAR/reseller. Mobile looks pretty good too.

Gmail - Phone - Message Receipt

We have some new stuff happening with reporting, audit and log control that’s coming to the Compliance Officer section of ExchangeDefender launching in early 2018. If you have any feature requests, we’d love to hear them.

P.S. We know, we know, you want to send attachments through portal replies. It’s in the works. In the meantime, Web File Sharing does this stuff safely, securely and with a ton more compliance flexibility.

Fake / Vanity / Service Accounts

If you have fake, vanity, group, service, dog and generally non-person accounts in our support portal, they will be suspended next week.

We’ve announced this change several times this year and it’s going live next Wednesday. The reason is long and boring but it showed up in our numerous audits that looked at the our change control, service order and change mechanisms… and long story short, we nearly flunked it because you cannot have unidentified personnel change control of service records. Ooops.

Now I know, I know, I hear you… “But Vlad, business case scenario, my techs all need to see the upda..”I know. And we have already solved that problem. If you have an engineering team that works as a group and all of them need to get updates when one person makes a change or request, we have a policy driven system in place to handle notifications. If you go to your company and edit company details you will see the following at the bottom:


Put any email, distribution list, PF address, etc there and every update, order, notification or (insert reason for having a vanity account) will be copied automatically. You can also check the box if you don’t want admin-level updates being sent to the group account. If you do, you will see a new checkbox on every ticket update (Admin CC) that will allow you to manually forward ticket updates for that specific ticket to your group.


While I have you on that page disabling vanity accounts (click on your profile and write down your PIN somewhere), we are going a step further in terms of support. As I mentioned on many webinars this year, our product and our service is going to get a lot more chatty and user-oriented. No, we’re not going direct or trying to cut you out of the food chain but the reality is that in order for us (and you) to be more valuable to our clients we need to communicate faster to our users when there are issues. Hence the changes to support, additional services for support handling, more features for notifications and upgrades to all the UIs and so on. One new addition that is already live is our public chat – it’s available on every page at in the lower right hand corner.

Tapping this button will launch a live chat and my entire company (myself included) is available on it and can be pulled in on demand. If you use your email address AND your PIN, my staff will be able to help you as if you were logged into the support system and opening a ticket. They won’t make service changes for you (see above about SOC1 & SOC2 audits) but everything else will be the same as opening a ticket.

Google Suite / Gmail Compliance Archiving..

Finally, yes we’re now providing Compliance Archiving for people on the Google business mail platform. We’ve tested and certified on the Google G Suite Business Solution ($10 and up, it should also work with the $5 one)

Reoccuring Invoices

Finally, a bit of a bugfix (with some additional functionality) that should help with billing. Many of you use our Shockey Monkey platform to manage accounts, users and to do reoccuring billing. After the system upgrade to PHP7 our infrastructure for reoccuring invoicing didn’t allow for changes to reoccuring invoices (oops) so we’ve had to go back and not just fix the issue but add more flexibility to it. Here is the new look:


The new Last Time Generated field allows you to reset the clock so to speak and rerun any invoices you may have skipped.  This is very much a temporary fix but we’ve had a lot of good feedback from folks that aren’t on top of their billing that this new feature helps solve those problems so it’s staying. Lot’s of new stuff on the SM front in 2018.


We hope you had a great one. For us, it’s been a rather arduous rebuilding year that has seen us make massive upgrades to our infrastructure, redesign of our data centers, upgrades to backoffice stuff, dropping a lot of vendors that weren’t up to the challenge and while I wouldn’t wish this kind of workload on any of you, I’m really in love with what we’ve been able to do this year and all the opportunities it now opens for us and for our partners. While losing some flexibility has certainly cost us some business, it has brought a lot of predictability and stability across the board. While outright replacing a lot of gear and subsystems was really painful, everything that we’ve redone has reduced our problems and issues to a nil. And while all of this has been rough at times, sticking with the process, standards, audits and the way we run the business has brought a new level of resilience and optimism that I haven’t seen here in a long time. I don’t recommend it, but the results are incredible.

With that, I’m confident that everything we have in the works now will make everyone we serve far better off in 2018. Next few years are going to be amazing as we bridge that gap between the old world of email, compliance and encryption with the new world of on-demand service and realtime communications.

April 4, 2016

Invoice CSV

Filed under: Development,General,Shockey Monkey — Cody Savage @ 2:44 pm

We’ve recently made some changes to the Invoice System to make things more clear and easier  for our clients who bill their clients individually.  We now have a csv generator for invoices. If you navigate to your company in the support portal then click on the Invoice tab you will find all of your invoices going back to when your services started with us.


Simply click on the csv next to a specific invoice it will generate a csv for your use that can be opened in Excel. It’s generated to group the categories of service types together.


This is a cleaner alternative to the old way of copying the invoice from the portal and pasting it into excel that we’ve seen some of our service providers do in the past. Now you can split, subdivide, categorize with ease. If you would like even greater control over individual accounts so they can always exist within their own company, provision accounts directly through your own Shockey Monkey portal.

If you have any questions regarding this feature email me at

-Cody Savage

November 6, 2015

ShockeyMonkey Migration Window Closing

Filed under: Shockey Monkey — vlad @ 8:37 am

From the initial release of ShockeyMonkey management platform we always hoped our partners would grow, succeed and eventually grow out of the free system we built to get them started. We’ve put in a lot of effort to create not just the migration but the co-existence system in ShockeyMonkey that would allow you to work in ShockeyMonkey while you moved your data up to a third party platform (Autotask, ConnectWise, etc).

As you have grown so has the monkey and with our upcoming updates in Shockey Monkey 2016 you’ll already be on one of the most powerful business management platforms around. On December 31st, 2015 we will cease supporting and integrating with third party PSA systems and will be removing third party proprietary APIs. Not only do we believe that we now have the best platform for our partners, but we had to make a decision about how we allocate scarce development resources and whether we invest them in you or in a third party.

You will still be able to export and back up your data and we will shortly introduce you to a third party that can help you port that data to any platform you wish. Unfortunately due to NDA and API contracts we cannot open source software that has third party API intellectual property nor would it be very helpful as those APIs tend to change frequently.

As always, thank you for trusting ShockeyMonkey to manage your business. We hope you continue to love what we are building for you.

August 14, 2014

What the VP of Development does at ExchangeDefender

Here at ExchangeDefender we have a wide range of products and service offerings. With close to seven years with ExchangeDefender, I’ve designed and written a majority of the software that is offered as a part of continuously growing platform. This includes several of our key systems such as: Encryption, Compliance Archive, Web Sharing, LocalCloud and even our service ordering & account provisioning! The only areas that I don’t touch directly are mobile applications, we have additional developers who designs and tackles any issues that may arise on our mobile platforms.

Throughout the course of the day I find myself working on various bugs and communicating with our team to ensure that bugs and new feature requests are considered and placed within our internal development pipeline. Recently I’ve been going through our old documentation and working on updating that with fresh information detailing step, by step how to use our products.

Keep in mind that it takes a while to develop and test fixes to assure they don’t introduce other problems. There are no quick fixes or features, everything we implement needs to work well across web, desktop and mobile devices and our support staff needs to be trained and alerted of these upcoming features.  So if you have a bug or feature request that is absolutely something that we must fix and/or implement, we would love to hear about it! However, due to my schedule and workload I’m typically a very hard person to reach. So first open a ticket in our portal, our highly trained technicians will review your ticket and possibly collect further information. After which, they will then escalate the ticket into a bug or feature request. Once in this section, it will be reviewed every Friday to see just how we can make our services even better!

Here at ExchangeDefender we want to help you fill your services portfolio with everything your client needs to operate their business successfully. We strive every day to be the absolute best for all of your service needs. So please (I cannot stress this enough) if you think we are falling short due to a software glitch or missing feature, let us know!

January 21, 2014

ExchangeDefender Q1 Meeting

Filed under: ExchangeDefender,Shockey Monkey,Webcast — vlad @ 3:36 pm

talkaboutxdExchangeDefender is off to a fantastic start and we wanted you, our clients and partners, to benefit from the developments we have under way. We’re strongest and most profitable when we work together and the opportunities we are identifying now will not be open for a very long time so tune in and hear what we’re doing in 2014:

Thursday, January 23, 2014 12:00 PM – 1:00 PM EST

ExchangeDefender and Shockey Monkey are taking on new challenges in 2014, the problems businesses face with cloud and mobile services are drastically different than they were in the traditional office client-server-LAN model. As a partner-only company we want you to be on the same page and understand how we can help you grow going forward.

Webinar will be recorded and available on Thursday in our recorded webinars section of the Social tab.

Brief Agenda

Our Q1 meeting will cover the business and technical developments on Q1 and Q2 agenda. Namely, we are doubling down on what works and cutting what doesn’t. Here is the webinar schedule:

Migration Sales Conversation – Role play of MSP and CIO conversation, how to effectively position the migration service in the language that a business owner can undertand. We’ll go over how to explain the process, describe the new service, inform them of the events that will take place during the process and how the problems will be addressed.

Shockey Monkey Update – Brief discussion on the Shockey Monkey strategy and implementation of new integrations with ExchangeDefender, iPhone, Android, internationalization (new languages), wider release of the Unicorn and direct partner model for Shockey Monkey sales to any small business that could use it.

ExchangeDefender Compliance Strategy – Update about the changes to ExchangeDefender Pro and our suite of compliance, failover, backup and file sharing/sync services. We will discuss the way ExchangeDefender creates a platform for secure and compliant communications.

This will be an event for both your techies and your business staff, the opportunity we have to help our partners to get into the cloud the right way and keep the clients protected and compliant with regulatory requirements is a lucrative one – and we are putting all our resources behind you.

See ya on the webinar!


Vlad Mazek, MCSE
CEO, ExchangeDefender

September 11, 2013

Shockey Monkey launches native app for Android phones & tablets

Filed under: Shockey Monkey,Software — vlad @ 9:30 am

We are proud to announce that Shockey Monkey is now available for download on your Android device. This app does require Android version 4.0 and higher in order to install and take advantage of its great features. Now you can take your service desk with you on the road and never again be stranded without knowing exactly what support issues await your arrival.


Google Play Link – Shockey Monkey

We’ve taken the feedback from our previously release BETA that was published to the iPad to enhance this experience. The Shockey Monkey app now supports background synchronization, so you are no longer stuck sitting and watching a loading screen for long periods of time. You also now have complete control over your companies & contacts, with the ability to dial them from the application.

We’ve implemented an advanced synchronization module that will feed information efficiently and provide you with more accurate and up to date information. You have access to all of your open tickets within your portal and can easily navigate, update and retrieve critical information from these tickets. This become critical when you are on the road and forget your job details or new jobs come in within a moment’s notice!


We also have more good news!

We are so pleased with the outcome of this new app, that we are pushing the changes onto the Apple iOS version as well. We have already finished the iPhone port and are making the updates to the iPad app currently. We hope that by the end of the month both of these new mobile apps will be available via the iTunes and you can take Shockey Monkey anywhere your job takes you!

Hank Newman

July 11, 2013

Shockey Monkey Mobile

Filed under: Shockey Monkey — vlad @ 12:09 pm

Over the course of this year we have been working on a slimmed down version of ShockeyMonkey that we’ve been porting to native applications instead of HTML5 or web kit hacks. Native applications offer the benefits of speed and integration with the device that is not possible with web apps running in a web shell. We took advantage of our current open and free API, to integrate these features into the mobile applications and can be extended to leverage the API functionality fully for those of you that want to build custom applications that tie into Shockey Monkey. These slimmed down versions offer a few core features on a much smaller scale, while still allowing you to perform with basic functionality.


Our design and mobile strategy for iPhone, iPad and Android devices is to empower clients with quick access to core functions of Shockey Monkey that are likely to be accessed on the go – client data, company data, tickets, ability to track time and create/complete tasks. Due to the low screen resolution and real estate it is not possible to create very feature rich application that will also be quick to access (imagine the frustration of having to keep on clicking and waiting for menus to show up for some obscure information) and constantly connected to the portal.

We understand some power users may have different needs and want full access to all that Shockey Monkey has to offer – we agree and we hear you! Shockey Monkey can be accessed in it’s full glory from an HTML5 device giving you the exact same experience you have on your desktop on the go. You’ll have to scroll around a bit but that’s the compromise between power and performance.

You can perform tasks such as:

· Viewing companies

· Viewing contacts

· Viewing & Updating Tickets

· Viewing & Updating Tasks

We wanted to keep it simple at first and master the core functionality. After these applications have been in circulation for a while and more people use them, we will gather feedback. We will then work towards eliminate any bugs that are present in the current release. Then expand with additional feature requests, in the future.

Device Support

· iPad


We released the iPad version on 03/01/2013 and it currently available in the ITunes Store (Free).

· iPhone


This was our next release and is in the iTunes store waiting for approval. This version is an updated/enhanced version of the original iPad application.

· Android

We are currently working on this release, it’s very close to being finished and should be published to the Android market place by the end of the month.


· Everything else

HTML5 app is at and supports virtually the same feature set as the rest of our native applications.


Hank Newman
VP, Development

March 8, 2013

Spring Forward: Shockey Monkey

Filed under: Shockey Monkey — vlad @ 12:55 pm

Yesterday we held our huge ExchangeDefender Spring webinar – thank you for the record attendance. If you missed it don’t worry, the recording is available here and all our webinars are available at the ExchangeDefender Social site.

But let’s talk about one of the highlights from our presentation yesterday.. Shockey Monkey.

We have spent an insane amount of time improving the product and have completely rewritten certain sections that have the “web app” behave like an actual desktop application. First of all, we have a lot of new eye candy and new themes that elegantly blend in all the elements of the UI.


As far as the UI goes, things are several times faster than they were before.

Additionally, we have some really cool transitions in place when you go from one module to another that give the browser a chance to catch up and render the page before displaying elements. As stuff gets loaded it fades into view and removes the old-school jumbled look.


We have redesigned the dashboard to focus on what is important. Your announcements on the left and your agenda, schedule, tickets and tasks on the right. Instead of crowding the dashboard and making you dizzy with charts, you start with what is important and everything is just a click away. All the elements can be quickly touched, modified and updated – allowing you to slice through your daily agenda without having to go back and forth just to get started with your day.


Speaking of your day.. we have a beautiful and powerful new calendar function that is in my humble opinion better than anything else out there – spanking even Outlook. My whole team is right there, all the appointments are dynamic and everything integrates with Exchange on the backend so all our iPhones, iPads, Outlook and even Android are completely in sync no matter where we are.


The dispatch center has taken a massive step forward while remaining simple and easy to use. Just assign the ticket to someone and then drop it on their calendar. Done.


Speaking of support, we are helping you organize that better. As we get more and more different businesses powering their operations with Shockey Monkey, the need to keep multiple service boards is there. As an IT company we used to only handle support tickets but then as other departments joined in the fun we started breaking out product boards, service boards, project boards.. even an internal service board just for staff to deal with me.


We have had a lot of customization requests to the look and feel of the service board ticket listing. Ton of it. But most of it is difficult to categorize and keep the level of simplicity in our setup… so everything you wish is being added and we are putting some more quirky features under the Experimental / Custom Features section of the setup and you can tweak the portal to your own content without making it complex at all.


For example, our advanced settings now allow you to highlight tickets that are assigned to you, stop your clients from being able to close tickets (if you keep them open for review or billing purposes) include ticket number in the ticket listing as well as who the ticket is assigned to.


Speaking of better organization… the key is to keep everything in Shockey Monkey. But what is the point of keeping it all in one place if you can’t find it? Well, Shockey Monkey now centralizes and filters your search results. So if you search for Vlad it will show you all the tickets, services, subscriptions, knowledge base articles – everything – in an easy to categorize and locate way. Not a huge meaningless list of contacts jumbled with companies and services if you know that you’re just looking for a knowledge base article.


Of course, ExchangeDefender Unicorn is now live and embedded into the product for all our partners. Yes, still free!


It’s gotten more powerful as well, supporting event templates, alert templates, escalation, workflows and remote desktop access.


Now while these features are great and tons of you have been asking for them… they are nothing compared to the biggest enhancement we have – a brand new Business/Corporate module.

It solves a need that no other solution out there has and it is uniquely small business.

Our employee portal allows employees and employers to manage goals, expectations, time off, time sheets, education, hardware that is being issued and far more.

For example, instead of dealing with employee reviews as an annual chore, you now have a way to create an ongoing automated way to set goals, track accomplishments and make career progress a part of the game.


You can also track all of employees education, certifications, licenses, titles or degrees.


Your employees can easily submit for time off and automatically land on the calendar upon approval.


Likewise, timesheets are automated and accountable – we tie in our checkin punchclock to keep the employees accountable for when they show up and when they leave and assure they report accurate time. Employers also have a way to see who is putting in more than they are expected to and that leads to rewards Smile



The biggest pain that nobody seems to manage well is the people we pay – our vendors.

We all do a great job of helping our clients and tracking our interaction with them because that is what we are paid to do. But shouldn’t we be doing an even better job – providing a more prudent process – making sure we get the most out of the $ we pay our vendors? Without tracking, notes and an audit process you just don’t know.

Say hello to Shockey Monkey’s vendor section.

Track passwords, resources, notes, vendor personnel, web sites, youtube training videos, howto documents, forum threads with fixes and workarounds, links to download sites, training collateral login information. You name it.. then track it. In a centralized environment.


Shockey Monkey is all about small business. From IT to far and beyond IT, the product we have designed and delivered is running our partners businesses and is now branching out to provide reporting, recording and accountability to new industries. If you’d like to partner with us and deploy Shockey Monkey for businesses we would love to talk to you!


Vlad Mazek
CEO, ExchangeDefender
(877) 546-0316 x500

March 5, 2013

ExchangeDefender & Shockey Monkey Spring Webinar

Filed under: ExchangeDefender,Shockey Monkey — vlad @ 9:08 am

Remember all the doom and gloom predictions about how the cloud was going to put all the IT people out of work? Boy did it! The carnage brought on by cloud services has taken names like Dell and HP to all time lows, and has sparked rumors and reality of privatization. Yet, every partner I talk to is posting their best year ever, and is more excited about their opportunities going forward, even with the lackluster economy.

Success is not by accident. In our fast paced industry, success is a factor of the right tools, the right timing and the right partnerships – please read this newsletter, study it and call us. We want to help. The days of “selling” and thick gear margins are largely gone – clients are smarter, better informed, and more selective, but like all of us they are also busier and they want someone to handle the explosion of vendors they rely on for the modern workplace. Yes the technology is easier to consume but there is more of it and more ways to profit from managing it so the client doesn’t have to.

With that in mind, I would like to invite you to our Roadmap webinar next week. In this webinar we will discuss everything that we are working on and the things we see happening over the next 12-16 months. 

Thursday, March 7th 2-3 PM EST

As with all our webinars this one will be recorded and available for download in the Webinar section of our web site.


Growth Continues

As some of you may remember, our hardware upgrade cycle began around Thanksgiving last year, and is scheduled to be complete in March. During that time, we have completely eliminated RAID from our Exchange environments, improved backup and redundancy worldwide, and bulked up our ExchangeDefender infrastructure for the growth we anticipate this year.

It has not been all good news (we had a Dell RAID failure in the middle of a migration affecting nearly 400 mailboxes), and our antispam detection efficiency slipped slightly due to the overtime put in on network management and growth. The good news though has been better than I ever expected. We now feature data center redundancy in all geographies we provide Exchange in, all of our Exchange 2010 systems feature 3-way redundancy through local copies/DAG, we provide clustered failover infrastructure with a lagged copy of all databases, as well we also provide a copy of those databases in a different data center. Our compliance products and LocalCloud have grown exponentially in 2012 allowing us to invest even more in gear and reduce your storage pricing. The scale and reliability that we are now able to offer is frankly unparalleled in the industry.

I know that maintenance, migrations, updates and upgrades are not fun nor easy to explain that it can take longer than a month to complete – those are the challenges of complexity and the massive scale that we work on. However, that scale is precisely why our platform is so reliable and why so many of you can leverage it to win competitively in the marketplace and not worry about servers, RAID controllers, patches and backups.

Specifically, our ExchangeDefender inbound nodes have 60% more capacity today than they did at Thanksgiving. Europe and Australia Exchange clusters now have data center redundancy. Louie, our Exchange cluster, is now on the same spec as our Rockerduck cluster – both with 3 layers of protection, both with data center redundancy. It’s not cheap but it’s cheaper than downtime and losing business – something I hope you remind your clients of when they get price sensitive about the solutions you provide.

New Stuff

Shockey Monkey is getting an upgrade next week, this update includes the new business management section, upgraded support area with private boards, new calendar / scheduling / dispatch center and an upgraded UI that is a few times faster than it was in the past. We are thrilled about this product and hope you consider joining over 100 partners that are currently selling Shockey Monkey to their small businesses clients.

Looks Cloudy, a site we sponsor and contribute to, is accepting nominations for the Channel Choice Awards in an attempt to recognize people that have helped advance our SMB tech industry. If you have a colleague, boss, partner that you would like to nominate please take a moment to get them the recognition they deserve.

We have a brand new billing system. This addition to Shockey Monkey has allowed us to automate the whole ordering, billing and collections system and consolidate entire months worth of billing updates and adjustments into a half day review process.
Finally, the most important development at ExchangeDefender that I need to let you know about: We hear you when it comes to training. Next month we will announce a new training program offered exclusively by us, over the web, live. The cost of travel, hotels, conference fees and most importantly – time away from the office – is leaving many of you and your staff away from the information that you need to succeed. I don’t mean training in a sense of a half-wailed sales presentation with minor educational content but a full schedule that you or your employees can sit down and benefit from immediately. Tune in to the webinar next week to learn more about this, we are very excited to be able to help you grow beyond our services.


Feeling Lucky???? We are currently running a St. Patrick’s Day promotion!! For the entire month of March we will be offering Compliance Archiving for 50% off! Please take advantage of this great promotion. The promotion will be valid on any new account that is signed up within the promotional period. The promotional period for this offering will be March 1st – March 31st. So don’t hesitate! Simply use the coupon code that is located on the postcard that you will receive in the mail or email to receive the code. If you have any questions just let us know!


In the month of March we will be attending 3 events! Join us in our hometown of Orlando, FL for the XChange Solution Providers event! Then we will be headed up to Chicago, IL for the CompTIA Annual Member Meeting. Then we will be headed to Tampa, FL for the ASCII Success Summit! Stop by, visit us, and say hello, we will be giving away lots of prizes and promotions! We hope to see you on the road!

April 27, 2012

Quarterly Meeting Summary

On Tuesday we held our quarterly meeting and announced our new roadmap for the rest of 2012 season. If you missed it by any chance don’t worry, it was recorded and I encourage you to watch it.

ExchangeDefender & Shockey Monkey Quarterly Meeting

Length: 45 minutes, 1:10 with Q&A

You may need a GoToMeeting codec (download)

This is the most important webinar we’ve ever held. You need to see it.

Everything that was announced will be launching over the next 30 days and just about everything will impact you.

In short, ExchangeDefender Security now includes advanced encryption (lexicon, pattern matching, recipient policies, smart routing and compliance officer support). ExchangeDefender organizationally is launching Managed Messaging, a full 360 online communications product that includes presales, onboarding, email migration, Outlook setup and 24/7 support. We’re also enhancing our security and extending the capabilities of Level 1 support to open tickets and help troubleshoot issues over the phone (previously reserved to higher tiers). We are making our tech savvy partners more equipped to take a larger share of the communications pie while enabling companies that don’t want to run into the cloud a way to have us do it all on their behalf.

We’re effectively doubling our scope of services and our business. All in hope that it makes us your biggest partner.

Over the next two weeks we will be introducing you to the concepts here as well as my take on my personal blog. The feedback on our direction has been amazing so far – and on behalf of the ExchangeDefender teams, I look forward to working hard for you to continue making you successful.

Vlad Mazek
CEO, Own Web Now Corp
(877) 546-0316 x500

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