ExchangeDefender Support
We are stepping up our game when it comes to ExchangeDefender support, making it faster and easier to get answers and support when you need it, how you need it.
It’s no secret that we’ve spent most of our Covid-19 time improving the user experience and making our products and services easier to use, manage, and support. We’ve upgraded documentation, our portals, our web sites, and even created automated troubleshooting apps that help you fix issues without waiting on or dealing with support.
Starting Wednesday, October 6th, 2021 the support experience will change for the better as well. Our primary goal with this update is to speed up the resolution time (time between problem being reported and it being fixed). We’re trying to create a more predictable and flexible way getting help from us regardless of how technical you are.
Enhancements
Sidebar
Over 80% of our support requests are answered by pointing users to documentation. With that in mind, we’ve redesigned the process to better identify the service, issue, and the user that is experiencing the problem. The system automatically reviews everything as you’re opening the ticket and advises if there are known issues with your account/configuration, and provides links to documentation and fixes. We expect this to be very popular with our growing service providers (we’ll train your staff for you!)
Collateral
If everything appears to be correct (we cannot replicate the issue remotely and the issue is on the client device or network that we do not have access to), the ticket process will immediately ask for additional collateral and troubleshooting info. The goal here is to collect enough information to get the issue addressed right away instead of going back and forth.
We also tried to strike a balance across our client base when it comes to technical expertise and urgency. If you have a problem that is urgent and you want us to drop everything to help you – we can do it! If you’re not very technical, or not in a rush, or don’t have the time to do diagnostics – we can help.
Summary
We’re been quite busy during Covid-19 lock/slow-down and we wanted to do something to improve the experience and quality of our technical support. The new system puts you in control of the support. You choose how urgent the issue is, how much diagnostic information you provide, and the service level you need. We’re going for a win-win with this release: giving you more control, more access, more flexibility, more documentation – and a faster resolution time for the end user.
Due soon: ExchangeDefender DMARC Compliance
As you have noticed, DMARC is quickly becoming a requirement for reliable email delivery. On November 1st, 2021 the ExchangeDefender network will only relay and support domain names in compliance with DMARC requirements. These standards help address the risk of having the domain hijacked, used in a phishing campaign, and destroyed sender reputation.
The process takes less than 5 minutes (it’s just two DNS records) and it will make sure your mail doesn’t bounce or end up in Junk.
If you know what you’re doing, here is a quick guide:
https://www.exchangedefender.com/docs/dmarc
If you would like us to do it for you, please submit your request:
https://www.exchangedefender.com/security-lockdown
For more info, please see below:
Blog: ExchangeDefender Security Compliance
Webinar: New Email Authorization Standards (20 min)
P.S. Now would also be a great time to review your user accounts and confirm everything is correct. After November 1st, we will only be able to relay mail for known users and domains that pass DMARC (SPF + DKIM) validation.
Sharing ExchangeDefender services on social media just got easier
Our marketing team has just released a collection of digital assets made specifically for our ExchangeDefender partners. The new marketing collateral was created to provide our clients an easy way to promote Exchangedefender services online, particularly via their social media channels.
What is a digital asset?
A digital asset is Marketing’s fancy way of saying “any design that is in digital format”. Digital assets are created electronically, and come with a right to use, this means you can share them at your discretion. The top five most common types of digital assets are images, PDFs, videos, presentations, graphics, and audio files.
The collection of social media posts is available on our Marketing page, and is free of charge. Further, on this page – you’ll find tons of marketing collateral that is ready to be downloaded immediately. Each of our solutions has a data sheet available that provides an overview of the service for you to share with your clients. Additionally, if you would like to have your marketing collateral branded with your own company logo, you can submit a marketing request.
How to use
There are plenty of ways to share the new social media posts. We have taken all of the hard work out of promoting our services via facebook, twitter, linkedin, instagram and more! You can see from our own facebook page (@exchangedefender) that we share these types of posts every day. We also use these designs inside of our newsletters to highlight particular services, or features. (ExchangeDefender uses constant contact for email newsletters, you can also use mailchimp as well to accomplish the same thing.)
Another way to use our digital collateral is via text message. If you use sms texting, like ExchangeDefender SMS Proxy you can instantly send an SMS with an image post. Sharing these posts via text will assure you that your client has seen the information you sent. (About 90% of people open their text messages within just a few minutes.)
Ready to get started? Here’s what to do next:
To start posting, please visit www.exchangedefender.com/marketing and navigate to the “Digital Assets” section of the page. To download, simply select the file, and it will automatically download. You should be able to locate these files on your computer in the downloads folder.
ExchangeDefender Security Compliance
ExchangeDefender is helping our clients and partners comply with email validation & authorization requirements. DMARC (SPF + DKIM) help prevent unauthorized hijacking/spoofing of your domain name and are used by email services to separate legitimate email from SPAM.
We’ll offer assistance for SPF + DKIM
In order to assure reliable email delivery, ExchangeDefender is offering assistance with SPF + DKIM rollout from September 20th through October 20th. All domains must be brought to compliance by October 30th, 2021 in order to continue relaying mail through ExchangeDefender. We’ll even do it for you, for free.
For more information on our new email security standards, please see our DMARC webinar, and read our DMARC guide.
Every domain that uses ExchangeDefender to send or receive email is required to update their SPF and DKIM records. Failure to comply will result in having your email bounced.
How to get started:
Step 1: Contact your DNS Administrator
You will need to contact your DNS administrator or DNS hosting provider to create the following DNS records:
SPF Record
DNS Record Type: TXT
DNS Record Value: “v=spf1 include:proxy.exchangedefender.com -all”DKIM Record
DNS Record Type: TXT
DNS Record Hostname: default._domainkey
DNS Record Value: “v=DKIM1; k=rsa; s=email; p=MIIBIjANBgkqhkiG9w0BAQEFAAOCAQ8AMIIBCgKCAQEAwkMvl3dS3g9XbhxtD16tSx/l+s0cxVv73/NCHywH2HFED61k+orBj4QY96FJcUD7MOwmwjC7Igtz5P9fVOLFoMr+d8g8c5J5OIA8Xj2ap4jsEnSF3rRrCNJDxojPvtGA1+ENwGpheHtniZG/fgVguDL+M1zXNRsYTybzKwU49tmP4RyIFIC8NEV7jqrGSVWpQSXc12JlvmLQX1J5tdnWvTR7/NGOzyth0rYP1STKj1hHU9ZVN+x8VFiumlPdpDQBMn5Bzu/Cs6pzrSHJqGBcVer4mccpnCOX9bG3sR7wU6nDIv3rvwIlfBymylcZruJvjsXZAZaameUBpgGgmibpkwIDAQAB”
Step 2: Validate your DNS records
After the DNS records are published please validate them using public tools like MX Toolbox (https://mxtoolbox.com/SuperTool.aspx) or DMARC Analyzer (https://www.dmarcanalyzer.com/dkim/dkim-checker/). Until your DNS records validate, you are not in compliance and will have issues with email delivery.
Step 3: Turn on DKIM signing
After your DNS records have been published and validated, you will need to turn on DKIM signing. Go to https://admin.exchangedefender.com, login as Domain Administrator and go to Mail Flow -> DKIM Signature.
Finally, click on Accounts and confirm that all your email addresses are listed and associated with appropriate users.
We’d love to help, if you’d like us to take care of this for you free of charge please fill out this form:
https://www.exchangedefender.com/security-lockdown
[WEBINAR] How to: Comply with new email authorization standards
Welcome to 2021: Comply with the industry security standards or your mail gets bounced.
Believe it or not, that’s the best case scenario: When you actually know your email wasn’t delivered.
Most of the time, though, your sender reputation is scored by internal/proprietary lists and the message is just moved to trash. Worst case scenarios – where hackers are using your domain and email address as impersonations (to launch attacks) or to fool internal employees.
ExchangeDefender has always provided technology and policies to help manage this, but few of our partners have fully adopted it. We have been seeing an escalation in attacks over the past year and it’s only a matter until these security gaps are exploited.
We don’t want to see that happen to you. It is important enough that we are willing to help tighten your security and deploy auth protocols on your behalf, free of charge. Only catch is, it has to be completed by October 31st, 2021.
Too good to be true? Tune into our webinar next Thursday to get the specifics about what needs to be done and how. We will be covering:
– Best practices for email deliverability
– Required DNS records for SPF & DKIM
– Review of domain security policies
– Email delivery troubleshooting
Please register for the webinar:
XD Security Standards Compliance
Thursday, September 16, 2021 (Noon EST)
https://attendee.gotowebinar.com/register/3868159289922543632
We cannot overstate the importance of getting this done. ExchangeDefender (and practically everyone else) will no longer relay mail beyond 2021 without valid email authorization DNS records in place. Don’t wait until December and face expensive consulting contracts, we can handle this for free now and it will take less than 10 minutes of your time. That is how committed we are to keeping you secure and your email arriving where you send it, in the Inbox, every time.
P.S. We strongly encourage you to attend the webinar live so you can ask questions. As DNS is not something we host/offer please keep in mind that our support team will not assist or troubleshoot DNS issues for you.
‘Starter Kits’ ready to help new MSPs speed up onboarding
The average sales process for B2B contains seven steps – from prospecting and targeting, to presenting services, to finally landing the sale. Here at ExchangeDefender, we completely understand how tricky the sales process can be. We created Starter Kits for each of our solutions to help our new partners get started as quick as possible. As part of our onboarding, we offer every MSP partner access to our complimentary starter guides available to view or download at any time.
What is a Starter Kit?
A starter kit includes useful information about the company, and their products and services. This guide provides a quick snapshot on a particular ExchangeDefender service, and provides helpful tidbits on how to sell the solution to clients.
Your starter kit will help you understand how a service works — including summaries of its main features, and real benefits to the client. It also offers useful insight on how to identify customers that are ready for our services. How? It provides client profile data, and offers advice on what to look for with your prospective clients. ExchangeDefender has gathered this sales data over many years of business, and has identified the main selling factors to help our partners sell easier.
Benefits of Using a Starter Kit
There are many benefits to using a starter kit to help speed up the onboarding process with ExchangeDefender. We think of our starter kits as sales enablement guides that give MSPs the right information, at the right time to help conquer opportunities with new clients. We hope to create a sense of confidence for our partners by providing helpful links to important details about ExchangeDefender services. Managed service providers will get key facts, learn about the real-world benefits of our solutions, and be able to understand selling opportunities that are available. The kit also includes technical information on each service to prepare partners to deploy ExchangeDefender for new customers.
Where to Access
We provide easy access to ExchangeDefender Starter Kits. Simply visit our Marketing page made exclusively for Partners. There, you can access marketing documents designed to help you seal the deal with the option to instantly download them. As a registered MSP, you can request to have ExchangeDefender marketing collateral branded with your own company logo for free. You can submit your request by completing the mini form at the bottom of the page – simply select the collateral you would like branded, and upload your logo.
To access ExchangeDefender Starter Kits, please click here.
ExchangeDefender Latest New Releases – Mid 2021
This summer has been hot for ExchangeDefender, like really hot. Yes, we do live in sunny Orlando, but we’re raving about our newest releases. We have been focusing on making processes easier for both our partners and our clients. “Keep it simple, stupid.”, has been our motto and we hope that our new releases are a reflection of that mantra. The uncertainty and added stress that the pandemic has caused, is what inspired us to look inside of our company, how we offer our services, and support.
We created a Desktop SPAM manager.
To be fair, we created a desktop application to manage your SPAM about ten years ago. We retired it, and decided that we needed to design a new and improved management system. The ExchangeDefender Desktop SPAM Manager is a multi-platform app that works well with Windows, Mac, and Linux. It is designed to provide users SPAM notifications. The manager lets you know when there is SPAM waiting, and allows users a secure way to access, read, reply, and forward messages. Interested in getting desktop notifications? Please open a ticket at https://support.exchangedefender.com, and we’ll send you a link!
We added Starter kits to our Marketing Collateral.
Did you know that we have a special section on our website for Marketing collateral? (www.exchangedefender.com/marketing) This page features a collection of sales support tools to help our partners sell ExchangeDefender services. We recently designed Starter Kits that provide useful information on our solutions. Whether you are a new partner, or a veteran – Starter Kits contain valuable material that can be shared with prospective clients. If you are an active partner, marketing collateral is available to you for free. You can even get your sales documentation branded with your logo. Simply visit the Marketing page, and submit your request.
We were featured on CBS, FOX, and NBC news.
Recently, ExchangeDefender was showcased on several U.S news outlets for the surge of new partnerships we are experiencing. We believe that the rise of popularity for our partner program has been due to the Covid-19 pandemic. Managed Service Providers, like most other businesses, are searching for ways to lower their costs, and boost their service offerings. Our partner program is free, and has always been free with the confidence that our clients would be able to focus on building their business. ExchangeDefender hopes to build meaningful relationships with MSPs who are seeking to build their business, while keeping IT costs down. To read more about our latest news coverage, please click here.
6 Reasons why partners love our partner program
It’s no secret, we truly believe that partner success is our success. We fully understand that we would have no business, if it weren’t for our frontline of service providers. This may be why ExchangeDefender’s partner program has a satisfaction rating of 98% for both service quality, and technical support.
Today, we’ll explore the top 6 reasons why Partners have expressed their love of our partner program versus other vendor programs.
Our partners love us.
Reason #1 – We’re fast and friendly
When our partners need us, we are there. Our technical support has one the fastest turnarounds in the industry – with just 15-30 mins after initial contact. Yes, that’s real, and we do it on the daily. Of course, some issues are more difficult than others, and require a longer resolution time. However, we are always in communication with our Partners. You can call us, email us, or submit a ticket. We use our own ticketing system called Wrkoo, and we service all support requests through the portal.
Reason #2 – No membership fees
Yes, you read that right. You pay only for what you use. We know that this is uncommon practice these days, but we like to hold true to our humble beginnings. There are no monthly, or yearly fees for being an ExchangeDefender partner. The signup and approval process take about 24-48 hours. New applications must be approved by our team, and after that we’ll get you setup with all the partner program details.
Reason #3 – Comprehensive IT solutions
ExchangeDefender offers a strong portfolio of service offerings that are comprehensive, high-quality, and relevant to today’s challenges. We offer We offer (affordable) gold-standard IT solutions that are proven effective for today’s small business needs. We boast an incredible service uptime of 99.998%. Surely, we experience less technical difficulties than most big-name brands in the tech industry.
Reason #4 – Easy service implementation and management
ExchangeDefender offers turnkey solutions to make deploying them as simple as possible. Our smart solutions are easy to implement, and to manage using our self-service admin console. You don’t have to be a rocket scientist to execute our services for your clients. We pride ourselves in having an extensive library full of helpful how-to articles and documentation to help you. Our partners also have access to technical support via our support portal. The ExchangeDefender service portal is available 24/7, and is the main platform for managing and supporting our solutions.
Reason #5 – Custom sales and marketing collateral
We provide our partners with free branded sales and marketing collateral to help MSPs acquire new clients. We believe that first impressions are crucial to winning business from potential clients. ExchangeDefender Marketing offers the right mix of both digital and print collateral to help you sell better. Our partners have full access to our marketing library that contains updated information on all of our solutions. We are able to customize any sales collateral with the logo and details of the MSP making the request.
Reason #6 – Client support software
Wrkoo is a client support software that is designed and powered by ExchangeDefender. (We actually use the same software every day.) Every partner receives Wrkoo absolutely free. We believe that our clients should not have to pay for support software, especially when managing clients for ExchangeDefender. Once you signup, your account will always be free. Click here to get started with your new Wrkoo support portal.
Redeem $5 credit, download new partner logo, and more!
Finally! We have good news to share with our partners, ExchangeDefender has some goodies for you to take advantage of this month. These opportunities are absolutely free, and are available exclusively to active resellers of our solutions. Stay tuned for upcoming announcements next month for new specials and promotions. As always, we want to thank you for your business, and continuing support!
Goodie #1 – New Official Partner Logo
As we begin to update our partner program with new and exciting features and benefits, we wanted to start with the launch of the new ExchangeDefender ‘Official Partner’ logo. This is a company first, and we are thrilled to offer our current partners, a logo that they can add to their portfolio, and their website with pride. The logo is featured in two colors – light and dark, and are available for download here.
Goodie #2 – Get $5 credit for a positive review
We’re looking for current partners to give us a quick positive review to be used on our website, and social media. You will receive a $5 credit on your next monthly bill. To submit your review, simply create a ticket with Positive Review as the title. (Reviews must be at least 40 words in length.)
Goodie #3 – Sell Encryption, make full profit for 30 days!
We’re offering 30-day free trials for partners who have prospective clients looking for an encryption software for business. Sign up a new client, get first month absolutely free. This promotion is valid for one month worth of full profits made exclusively using Corporate Encryption To learn more about ExchangeDefender Corporate Encryption, click here.
ExchangeDefender gets featured on CBS, NBC, and Fox news
Yes – it’s true! ExchangeDefender has recently been featured on several U.S news outlets on the surge of new partners we’ve been experiencing since the covid-19 pandemic. Discover what was showcased below, and to experience the actual news coverage, please click here.
Cybersecurity firm, ExchangeDefender gets surge of new partners
Managed Service Providers seek to lower costs, and broaden IT service offerings
ORLANDO, FLORIDA, UNITED STATES, July 14, 2021 /EINPresswire.com/ — Orlando-based cybersecurity firm, ExchangeDefender has been experiencing a surge of new partnerships with Managed Service Providers (MSPs) across the United States. The security company has been servicing clients via channel partners for 22 years, and currently empowers 3,000+ partners worldwide. The ExchangeDefender partner program is unique in the competitive IT industry because it is absolutely free – there are no sign-up fees, or licensing fees for qualifying MSPs.
The rapid increase of MSPs comes as a result of the firm’s no-money down partner program that boasts award-winning cloud technologies in security, compliance, and business continuity. Managed service providers are able to apply for the partner program within minutes, get approved within 24 hours, and get full access to ExchangeDefender solutions – all with no upfront costs required.
“We knew that getting back to normal business was going to be extremely challenging after COVID, and we wanted ExchangeDefender to be the affordable option for MSPs to be able to lower their costs, while maintaining high quality IT solutions for their clients.” Vlad Mazek, ExchangeDefender CEO
Post-pandemic will prove to be difficult for businesses to regain traction, and profitability. We hope to build meaningful partnerships with MSPs who are looking to grow their business, while minimizing unnecessary IT costs that they normally incur with much larger providers.
About ExchangeDefender
ExchangeDefender is a cybersecurity company headquartered in Orlando, Florida. We specialize in email security, compliance, and business continuity solutions. ExchangeDefender has been providing IT solutions via managed service providers around the world since 1998.