Hosted Filtering FAQs
1) How big is the email delay?
2) Should I remove the existing Anti Spam software from our servers?
3) How long does it take to set up the Anti Spam? Will I lose emails?
4) Do I have to modify Firewall rules?
5) What happens after we change our MX records?
6) How can we configure white lists and black lists?
7) What we have to do apart from contracting the service?
8) Does this mean I can remove the anti-virus software from our PCs?
9) How will we access the quarantine blocked messages?
10) Why not offering quarantine to messages that fail the test content filter?
11) Why other vendors offer a quarantine?
12) What happens if my mail server is down, is my mail stored in a queue?
13) With respect to technical support, how good is it?
14) What are the hours of technical support and coverage?
1) How big is the email delay?
Messages are sent instantly. The service is in real time which means that messages are automatically processed as they enter and, if they are accepted, are immediately sent to your server . The whole process usually takes only a few seconds.
Recently, we have implemented Greylisting, which adds a small delay (several seconds) for each new connection received from an external SMTP server, only the first time it connects in a range of 24 hours that server would be greylisted.. This option filters out many of the most malicious messages in fact other service providers apply a similar filtering method. Top
For more information http://www.greylisting.org
2) Should I remove the existing Anti Spam software from our servers?
Not necessarily. If you still have valid licenses, you would probably find our filtering service as an excellent complement. Otherwise, don't worry, there is no need to install or buy anything for your server. The service is 100% transparent. Top
3) How long does it take to set up the Anti Spam? Will I lose emails?
All you have to do is ask your ISP or web hosting company about changes in the values of the MX records for your domains. We'll provide you with a list of records to be modified so you can replace the old values with ours. If you have access to the control panel of your domain and think you capable to change them, you can do it peacefully. We will guide you throughout the process.
As regards for the mail, you won't lose anything because we control the entire process ourselves, and all changes will be gradual. Top
4) Do I have to modify Firewall rules?
For adding protection we recommend configuring your Firewall or email server to accept only mail from our servers. Some spammers generally omit the information in the highest-priority MX records and try to deliver directly to your server using special mailing lists. Top
5) What happens after we change our MX records?
Once the MX records are modified , those changes made can take from 15 minutes up to 24 hours to be reflected depending on the refreshment schedule in the DNS servers. Therefore, some email servers will start sending mails to our network immediately, while others may take up to 24 hours to begin working.
In this period of transition, we do not recommend to close completely your network at least 24 hours after the changes were made. But don't worry we'll tell you how to act and what to do. If it's on weekend, by Monday everything will be operational, and between working days no emails will be lost because both systems will coexist (your old Filtering+ Iberwall's Anti Spam ) until the changes are fully completed.
Note that this means that it can take up to 24 hours before you start seeing the benefits of our Spam Filtering solution. Top
6) How can we configure white lists and black lists?
You can send to us your own white lists for inclusion. If your outgoing mail passes through our servers (smarthost), all the addresses that you sent messages to, are automatically added to the white list on a daily basis (autowhitelist).
As regard for black listing, the process is the same, simply send us a mail to be added within a period not exceeding 24 hours. Top
7) What we have to do apart from contracting the service?
Nothing. Our service is fully managed and we have assumed responsibility for all aspects that keep us involved in the fight against Spam. There is nothing to install, configure or upgrade. We maintain the Anti Spam rules, phishing and virus updated every 15 minutes to ensure excellent coverage. Top
8) Does this mean I can remove the anti-virus software from our PCs?
Not so well. The virus still can enter in your network in different ways and by different means, whether physical or electronic, you should therefore maintain an anti-virus software updated. Our service protects you from viruses found in emails, no viruses on CD's, DVD's, USB drives, memory cards, etc. Top
9) How will we access the quarantine blocked messages?
In Iberwall NET Services we have our own list of email reputation, called IERS DNSBL which is responsible for rejecting approximately 85% of Spam connections, these IPs from unsecured networks and spammers are updated several times per hour. It is so effective that the rate of false positives in the past year 2009 was the 1/1,000,000.
Our system is highly effective categorizing Spam, so we offer two options, which is "tag and deliver" with an SPAM: label on the subject. The end user can create an outlook rule of if you are using Exchange Server 2007 or 2010, create your own quarantine folder. of course, we can instruct on how to do this.
As a rule of thumb , users receiving 50+ Spam mails per day before using our Anti Spam solution, are now receiving no more than 2-3 spam emails per day, all this messages are properly labelled and delivered to the end user Spam folder.
Our customers tell us that this system is very effective and will not load even more the email administrator, or the end user, with passwords and sites to visit and administer, when using this method a false positive is intantly detected by the end user.
Note that you can also choose to delete all spam messages directly on our servers, without letting those bulk spams to reach your email server Top
10) Why are not offering quarantine for spam messages?
Because this is where false positives are produced. Most Spam messages, more than 85% fail at Phase 1 (IP connection) blocked by our IERS DNSBL, and Phase 2 (Anti Spam) that shows an effective prosecution in the categorization of 98%, leaving a relatively low volume of Spam messages actually that can reach the mailboxes of our customers. And if it is categorized with a false positive, this will be delivered to the Junk mailbox and the user will know immediately, not after receiving a call, let's say from a customer, asking why they have not sent the budget requested etc. Top
11) Why other vendors offer a quarantine?
Some large companies probably prefer a quarantine solution as they can afford the cost and have human resources to regularly check the quarantine and release legitimate messages blocked there.
We know from experience that small businesses can't afford this luxury and will be easier for their employees just checking their Spam mail folder in Outlook (or other application), especially if that folder receives only two or three messages instead hundreds per day. With our Spam Filtering Service that folder will receive only few messages, which is practical and effective as a false positive is detected at the time and not within hours or worse after several days. Top
12) What happens if my mail server is down, is my mail stored in a queue?
Our servers store the messages up to 96 hours in the unlikely event that your mail server is unavailable. The retry delivery is automatic, and if you need more time the mail can be delivered to our Hosted Exchange servers and work with him till your company arrange the incidence. Note that this service should be contracted separately and has no message history as these will be on your server. Top
13) With respect to technical support, how good is it?
All our technicians are experienced in Microsoft products like Windows 200x/2008, Exchange Server 2000/2003/2007 and begin to provide assistance to Exchange Server 2010.
A Junior Technical Support department belonging to Iberwall NET Services must be certified at least with MCP on Exchange 200x. In fact, most of technicians have more than one certification, such as Cisco, Zyxel, HP, Microsoft.
Talking only a few minutes with any of them you will realize what to expect in terms of support. We can help in English and Spanish. Top
14) What are the hours of technical support and coverage?
As a general rule the incident management system works as follows:
- Phone Support: Monday to Friday from 9:00AM to 10:00PM GMT+1
- Serious Incident Support via email: 24 hours.
- Black lists and white lists: 24 hours.
- Monitoring the network: 24 hours
- All technical support is for free
If for operational reasons a support ticket is register, for example about 18:30 pm. It will be closed as much as possible during the same day. Sometimes our clients prefer to make changes at night or on weekends. Of course we will cover and support them, but there will be a small additional fee in respect of installation and support. Top
For more details you should contact us and we will help you safely.