NOC STATUS


ExchangeDefender provides real-time alerts and information about our routine and emergency maintenance through our NOC Blog.

Support – ExchangeDefender Blog

Most Popular Products

EMAIL SECURITY

Services that protects your mail from spam, viruses, and malware.

ARCHIVING

Secure long term message storage and ediscovery reporting.

BUSINESS CONTINUITY

Constantly archiving your sent and received mail.

Not growing as fast as you’d like, or spending too much time on email/client support? Hear our CEO’s thoughts on what is fueling our growth and how ESS is already playing a huge part in growth of managed services across our client base.

Posted by ExchangeDefender on Friday, April 13, 2018

Not growing as fast as you’d like, or spending too much time on email/client support? Hear our CEO’s thoughts on what is fueling our growth and how ESS is already playing a huge part in growth of managed services across our client base.

ExchangeDefender Become a Partner banner

On February 1st, ExchangeDefender will officially start providing end user support for all email issues related to our platform. For our many partners and resellers this means that we will, under your name and brand, take and place calls and help your clients solve email problems. At no additional cost, across our entire Pro line of services: ExchangeDefender Pro, Exchange Pro, Compliance, and Encryption.

It just makes sense. Our entire service lifecycle is structured around ITIL, integrates into our partners support infrastructure seamlessly, is covered by our SOC1 and SOC2 audits, comes with advanced reporting, security/id, session and call recording… and a lot more that we cannot publicly disclose. But if you join me:

Wednesday, February 7th, Noon Eastern
Click here for the NDA & Instructions

This is going to be one of the denser webinars we’ve ever put together and the audience includes everyone from management down to helpdesk – what I have on deck is a layout of our service model, our scope, our escalation policies, our compliance protocol, authentication and validation service, etc. Consistency in this service is key so winging it or improvising isn’t an option.

-Vlad

P.S. I encourage you to check this thing out live. If you think this will be a service you offer down the road, this webinar (minus the Q&A) will be required viewing and the software will track attentiveness so if you even mildly care, I’d tune in or make someone at the office watch it.

Throughout the day we receive hundreds of requests for new services and  existing account modifications. Luckily we automated this process from a very early stage and this helped to prevent 99% of account provisioning errors. Believe it or not, there was once a time where everything was processed manually!

However on occasion when there is a hiccup, then it’s simple a matter of locating the source of the issue. While issues on our end are rather easy to diagnose and fix, it’s not always as simple  on the partner’s side. There can be a handful of issues that can arise if the account is not properly configured or contains an invalid parameter.

This is why we’ve implemented a well overdue feature integrated directly inside the service manager. If you select the drop down box next to any Hosted Exchange account, you will see a new option called “Check Configuration”.

check_address1

After selecting this option you will be brought directly to the “Check Configuration” page. It will automatically populate the email address from the previous screen and run the initial check. Also keep in mind that you are able to test other accounts without leaving this page.

It will perform several checks including: Syntax, Server Location, Provisioning, MX Record, Autodiscover and validates that the account is protected by ExchangeDefender. In the event an issue arises you have the option to either “Email” or “Open Ticket” which will automatically include the onscreen results.

check_address2check_address3

We believe that solving the issue promptly makes for a better long term relationship. So if there are any features or adjustments we can make to help smooth the transaction between you and your clients, don’t hesitate to let us know! Our support staff eagerly awaits the opportunity to speak with you about how we can continue to improve our process!

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!

movingchangingThe most important aspect of a large scale migration is communication.  This can make a migration that either turns you into a trusted company relationship or the most recent “IT guy” that was fired by that company. There is a delicate balance that you must preserve between the needs of the technology and the needs of the business owner. The best way to do that is to be as meticulous as possible with your communication process.

Prep work, communicate.

The first thing you must do is map out an initial time line and start testing the process. This time line will start solely based on the IT departments recommendations. These recommendations are generally based on the hardware or support life cycles and the length of time to complete it. Once you have that sorted out, you probably want to add another two weeks to a month of notice and relay that information to the decision makers at the affected company.

Test, communicate.

Once you’ve received a response, you make adjustments as necessary to your schedule and begin a live test where permissible. We also see excellent guides on the internet on how to do any migration imaginable; the most important point to consider is that no two are alike. So you found a frame work to use on the internet, so you have to take the next step. What we typically do is use test mailboxes, we migrate them individually, and then we move them as batches, repeatedly. The bottom line is this; the more work you do before the migration the less likely you will have to pay overtime for a botched migration.

Execute, communicate, then communicate again

Once you’re satisfied, you reach out to your clients again and confirm that you’re ready to start as you previously agreed. This is where the process will vary when dealing with end users versus an IT partner. We can get away with the following notices: an announcement, a reminder, a start, a mid-point, a completion and a couple of follow-ups. We are about to do this due to the fact that we’re dealing with top notch technology professionals.  However, with end users you have to have a more controlling approach, depending on the size of the business, you may opt to have everyone come into the office and leave their mobile devices with you for the migration, or you can do appointments. The most important thing in the process is to check as often as your staffing will allow it, that everything is going smoothly and that the expectations you set are being met. I would even advise a follow up call at 1 week and 2 weeks out to pick up the “slow to report issue” folks.

What is it?

For the most part, the majority of ExchangeDefender services are ordered within the OwnWebNow support portal at https://support.ownwebnow.com. However, ExchangeDefender for Service Providers portal (or ExchangeDefender SP for short,) is where you, the partner, will order and manage the ExchangeDefender service for your clients. The ExchangeDefender SP portal is designed for IT Solution Providers that want to offer their own ExchangeDefender service under their own brand–including color templates and logo uploads.

How do I order it?

To order an ExchangeDefender Service Providers portal:

  1. Log into your OwnWebNow Support Portal (https://support.ownwebnow.com);
  2. Click on the Service Manager tab;
  3. Click on ExchangeDefender SP;
  4. Click the New Account button on the upper right of the screen;
  5. By clicking the New Account button, this will initiate the setup process;

Step 1. Contacts and Contracts

  • This information should be pre-populated with your administrative contact and billing information. If not, please provide this information.
  • Pricing: Although it is listed as $2.00 per month for ExchangeDefender SP portals; as an ExchangeDefender partner, you will exempt from this fee.
  • If you agree, check the following boxes:
    • Terms of Services;
    • Acceptable Use Policy; and
    • Service Level Agreement.
    • Click Next

Step 2. Service Configuration

On this page, you will start branding your ExchangeDefender SP portal.

  • First, provide an MSP ID. The Service Provider ID is a signal word that identifies your company, e.g. ABCTech, OwnWebNow, etc.;
  • Secondly, choose a product name. The product name is what you wish your ExchangeDefender service to be called, e.g. Awesome Email Scanning Service, ABCTech AntiSPAM Solutions, etc.;
  • Fill in all the necessary Admin contact information;
  • Click Review to proceed to the final step.

Step 3. Review and Finalize

If all of the information presented on this page is correct, please click Finalize Order. This will finalize this order and provision your portal. After you finalize your ExchangeDefender SP order, you will receive an email containing information about your new SP portal. After you order the ExchangeDefender accounts within your newly created SP portal, you will need to follow our deploy guide, located at: http://exchangedefender.com/media/ExchangeDefender_Deployment_Guide.pdf.

Ordering an ExchangeDefender SP portal is a one-time process. You do not need to order a new portal every time you wish to on-board a new ExchangeDefender client. You will use this newly created portal to add new client wishing to use ExchangeDefender, as well as manage existing client you previously signup for ExchangeDefender services. However, if you wish to use and resell ExchangeDefender Essentials, you will create and use a separate ExchangeDefender Essentials SP portal.

Remember, you will now use this newly created ExchangeDefender Service Provider portal to order and manage the ExchangeDefender service only. All other orderings, including Hosted Exchange, Offsite Backup, etc., will be ordered in the OwnWebNow support portal (https://support.ownwebnow.com). All service tickets concerning issue for any ExchangeDefender service should be opened in the OwnWebNow support portal (https://support.ownwebnow.com) as well.

helping-handsFirst off, our thoughts are with all of you and your families, and we hope you are all safe at least. We understand that a lot of the North East, which is densely populated, is out of power. Once an area or office is out of power obviously it means that mail servers are not online. Let ExchangeDefender be a helping hand in during this natural disaster. As subscribers know, we have multiple options to help you and your clients:

 

Mail Spooling/Bagging

ExchangeDefender will hold up to 7 days worth of your mail for you automatically. Remember once your server is online, there is nothing within ExchangeDefender that you have to do, it will spool down to you automatically in intervals.

Note: If you know you will be down for longer than a 7 day period please let us know via support ticket and we will see what we can do to help out with that issue.

LiveArchive

If your clients have employees that are out of the affected radius, remember LiveArchive is an option for them to at least lightly continue working if the majority of the company is within the affected area. Remember LiveArchive was designed for issues like this.

It is available at https://livearchive.exchangedefender.com/ with their ExchangeDefender credentials.

If you have any issues, please let us know you either call us or open a support ticket at https://support.ownwebnow.com.

Tips & Tricks:

We are talking about massive quantities of mail here so we do not want you to lose any. Remember when you bring your servers back online make sure all the settings are correct, meaning they accept mail from our subnets anonymously. We can only spool messages that are deferred, once a bad configuration outright REJECTS mail, it is no longer spooled. So a smart approach may involve bringing the server online with the WAN NIC unplugged to just be sure your settings are before you let it rip.

Carlos Lascano
VP Support Services, ExchangeDefender
carlos@ownwebnow.com
(877) 546-0316 x737

trash-canI am sure that we have all heard the adage of “garbage in, garbage out” when it comes to software.  However, based on my experience, the phrase also applies to support as well. It applies in all directions and regardless of perspective. Allow me to illustrate it…

End user #1: Hey local tech support, my _________ is not working right.
Local Tech: Ok I will call our service provider.
End user waits.
Cloud Tech: How can I help you?
Local Tech: Hey, Bob’s email is not working right! We are getting killed over here!
Cloud Tech: Ok who is Bob? And what exactly is not working right?
Local Tech: Umm… I don’t know, can you hold on?
The call goes on hold and at least 10 minutes go by.

Eventually the local guy comes back and tries his best to describe an image as you would to a blind person (because phones do not have video, completely). Mind you from your perspective as an MSP, while all these shenanigans are going on your end user is STILL down.

Now this is where I start yelling at my guys. Unfortunately, technology requires data not a verbal origami that somehow turns into a flying bird from a napkin. “Get that guy off the phone and tell him to paste you the headers, get the .msg file if you can, and get a screenshot.” Show me the problem!

It is at this stage that we either have a problem we fix, or a problem you fix. But sadly, we (yes both you and us) wasted 80% of the time saying something like this:

Tech 1: What does it say?
Tech 2: It says…
Tech 1: No no that line, the next line.
Tech 2: It says…
Tech 1: You skipped a line, I need the one in between.
Tech 2: Oh that one!

Trust me I get it, I love to “talk to someone” too, every day of the week. But you know what I would really like for myself and my customer every time? I would like for my problem to be solved in a timely fashion. And this is something that happens both ways, sometimes we ask bad questions, but other times we get a ticket that is composed of a PSA ticket forward that says “My email is down”, that’s it. That’s just as bad as reply that says “That sucks”. Yet they both contain the same amount of useful information.

Carlos Lascano
VP Support Services, ExchangeDefender
carlos@ownwebnow.com
(877) 546-0316 x737

This blog post is a follow up to Hosted Exchange Outbound Suspensions posted on June 20th, 2012.

Yesterday we began to roll out a custom transport agent on our Hosted Exchange network to perform automated monitoring of sent message counts for each user. The first phase of this roll out is to collect analytics and fine tune our threshold values.

Starting Monday, September 10th 2012 all hosted exchange users will be monitored for threshold breaches of outgoing (external) messages against a “Short time” and a “Daily” threshold value.

Short period
Monitor length: 15 minutes
Value: 100 messages

Long period
Monitor length: 24 hours
Value: 500

Any user who breaches threshold during the analytics period will receive a courtesy email to warn them about their threshold breach against our current threshold values. Once the analytics period ends (Estimated for the end of September 2012) we will send warning messages once the user is near 80% of the threshold and then an automated suspension will be issued once threshold is breached.

Travis Sheldon
VP, Network Operations, ExchangeDefender
(877) 546-0316 x757
travis@ownwebnow.com

clip_image002In order to ensure on time delivery and limit the network’s exposure to items with a negative impact on the network reputation, we’ve started enforcing an additional layer of security. You may have come across a message rejection that looks like this.

“Rejected. Please contact your service provider: Your message contained a SPAM URL and was blocked by ExchangeDefender.”

ExchangeDefender scans all outbound messages for possible SPAM patterns. This particular message contained a SPAMvertised URL which is typically a compromised web site or URL used in thousands of confirmed SPAM messages by a third party authority (Realtime Blacklist). In order to keep you from blacklists and RBL systems, we automatically block messages with SPAM web addresses and return to the sender. This way your legitimate messages do not end up delayed or in junk folders with other service providers.

clip_image004ExchangeDefender outbound relays cannot deliver outbound mail with the SPAMvertised URL(s) in it until it is removed from the blacklists. In order to protect your server ExchangeDefender will automatically block these messages. You can choose not to use ExchangeDefender outbound servers but if you do so your mail server will likely end up on an RBL and then you will not be able to relay through ExchangeDefender even after you remove your server from the URIBL lists.

If you run into these rejections please give my staff the from, to, and relay IP and they will be able to help you find out the content triggering the rejection.

Carlos Lascano
VP Support Services, ExchangeDefender
carlos@ownwebnow.com
(877) 546-0316 x737

DEMO

Schedule a live demo to ask questions and more!

REQUEST A DEMO

QUOTE

Learn more about our plans and pricing.

REQUEST A QUOTE

CONTACT

Have questions for us? We are here to help!

CONTACT US