What support does at ExchangeDefender

Day-to-Day

The primary objective for the support staff at ExchangeDefender is to be cordial to partners while resolving support tickets within our SLA. Other duties include escalating issues to higher tier support members and notifying our engineers of any alerts that may be going off.

Support Issues

We make our support staff available on the phones 24/7. The phone may sometimes be the best way to describe a problem, however, the first step is to open a ticket.  The most efficient way to get your issue resolved is through a ticket in our support portal. The support portal allows you to provide a more detailed description of the problem, including the ability to attach screen shots and provide verbose logging. It is more manageable to review a NDR as an attachment than have someone read you the headers over the phone! The portal also  protects you and your clients from social engineering, as it requires a password to access.

A support ticket sounds great but I have an urgent issue and I need to call someone immediately to get it resolved!

You can skip Tier I support by opening an urgent ticket in our portal. An urgent ticket goes to the top of the support queue and our Tier II/III support staff is directly alerted of the issue. Please keep in mind that because our staff is alerted to be sure the issue warrants the priority as you may incur an hourly fee or opening an urgent ticket for a non-urgent issue.

Help us Help you

The more precise details you can provide us the quicker we’ll be able to resolve  issues. This includes, but not limited to, screen shots, verbose logging, how to replicate the issue you are having, and the troubleshooting steps you have already taking. Once a support request is opened you will be promptly greeted by our friendly support staff.  Based on the material provided we will do our finest to resolve your issue in a timely fashion.

Putting it all together

We are here to help you. Everything our support staff does is to make our partnership with you stronger. We strive to provide outstanding support so you can count on us for all of your email needs. For any feedback or concerns about support please let us know at Support Feedback

Why should a business owner use our XD mobile platform.

In today’s business world mobility is dominating every industry vertical.  This boom in market share puts your customer’s ability to contact your company at unprecedented levels. However, if your company is not equipped to meet those demands you’re likely to leave your customer with unmet expectations.

This is where the ExchangeDefender Business Communicator comes into play. On the surface it appears to just allow your team the ability to manage their SPAM quarantine, but once you look beyond the black and white feature set there’s so much more. Now your team has a tool that, alongside with their Hosted Exchange Active Sync, has full access to the all the business tools they would need for conducting business on the go.

One of the major cost saving trends in the SMB community and even to some customer facing enterprises is the home office.  Our mobile platform allows those business tools that generally run on your desktop to now be accessible wherever you need them to be.  Email security software has been in existence for two reasons.  To keep your networks safe and to maximize productivity by avoiding sifting through SPAM all day long. However, no system is 100 percent accurate at flagging SPAM correctly. This is why quarantines exist as every now and then you may need to look for a message or two in your quarantine.  Some methods require you to log on to a portal or review an email report. These methods are not designed for mobility. Their short comings are based on rendering size, requiring credentials, and navigation limitations. When you’re on the move, you need a mobile app that gives you the ability to:

• Release a message or trust a sender with a single swipe
• Preview messages within your mobile device before releasing

Beyond the basic operations of SPAM management there are two major components you want available to you employees: data leakage protection and business continuity. If a message contains private information your compliance department will be happy to know that your team doesn’t need to be logged into Outlook on their desktop to encrypt a message. But most importantly you need the peace of mind that comes with knowing that if your mail server (or provider) ever goes offline that your team will have working internet email only one tap away!

Our mobile platforms unrivaled ability to deliver increased productivity, security, data leakage protection, and business continuity is the solution your company can’t be without.

They why’s of Installing the ExchangeDefender app

Installing the ExchangeDefender app is easy and free. Our new app combines the features of ExchangeDefender with the convenience of your smart phone. If you haven’t already installed it, do it right away. You’ll want to install the ExchangeDefender app so you have access to all of our key features, making your job easier and employees more efficient.

The new ExchangeDefender app gives you:

Email at the tip of your fingers: First and foremost the ExchangeDefender app is an easy and quick way to check your email. No longer do you have the have to go through the pain of opening the web page and zooming in and out to pull up your email. The ExchangeDefender app scales everything to fit on the page. This allows you to keep your inbox clean and minimal of junk, allowing you to be more productive. Along with checking your email, the ExchangeDefender app also allows you to check your daily SPAM reports. You can trust and release messages just like you would with the Outlook add in.

Continued Workflow: One of the most important features of the ExchangeDefender app is the access to LiveArchive. LiveArchive allows your clients access to their email, even when their Exchange server is down. LiveArchive is also scaled to fit the page, so just like with your email you don’t have to worry about trying to work on a 4 inch screen.

Encryption: Encryption is a top priority in many companies. Within the ExchangeDefender app, the encryption function opens your selected mail application and populates the messages with the encryption tags as well as giving your clients the ability send encrypted emails.

If you haven’t already, go download the app from the app store. For any questions, please feel free to contact me at: Anastasia@ownwebnow.com. 877-546-0316 x 739.

ExchangeDefender Mobile Apps… Does it even work?

We are constantly publishing updates to our mobile applications and with every update there is the possibility for the introduction of new bugs. If you or your client happens to encounter an issue the first thing you should do is make sure they are running the latest version of the app.

This can be achieved one of two ways depending on the mobile platform that is being used.

IOS – Visit the “App Store” and see if there are any updates available.

Android – Visit the “Play Store” and check if any updates are available.

After confirming that you’re running the latest version of the mobile application we can begin to document the issue. The best resource that you can provide is a screenshot of the error or information about the process to recreate the bug.

Taking Screenshots

IOS – Simply press the “Home” and “Sleep” buttons at the same time. If done correctly the screen will flash and you’ll hear a sound as if you were taking a photo with the camera. Your photo will now be located inside of your camera roll.

Android – This can vary from version to version, however if you are running  Ice Cream Sandwich (4.0) and above this can be achieved by pressing and holding the volume down and power buttons synchronously. After a few seconds your phone will take a screenshot. Your photo will now be located in your gallery or photo directory on your phone.

After you have compiled this information and screenshots head on over to our support portal located at: https://support.ownwebnow.com. Here you can open a ticket with the information collected and attach any screenshots that you have acquired. Please be as descriptive as possible and explain the steps involved to reproduce the glitch. After one of our technicians has reviewed your ticket and confirmed that the issue you are experiencing is actually a bug they will submit a bug report for your case.

You will then be provided with a link to view status updates and track the current progress of your issue via our live bug tracker. Please understand that development issues may take several weeks before they are even examined depending on the issue and current development queue.

On The Road Again

ExchangeDefender team is hitting the road again this month and we’d love to see you. We will be at the Automation Nation / Labtech event in Orlando, Datto event in Las Vegas and Autotask conference in Miami. If you’re planning to attend any of these events please stop by, we’d love to see you.

Why do we sponsor these events?

Historically, we have sponsored IT trade shows as a method of leads generation – we wanted to partner up with IT solution providers across the globe and help deliver email security solutions everywhere. Our approach and our reason for attending events changed last year.

Last year we made a decision to close our partner program to new solution providers and focus on helping our existing partner base thrive. This is an organization-wide effort with almost every department exclusively focused on helping our loyal partner base grow faster. Last fall we launched the ExchangeDefender Migration & Support service which gives us the ability to deliver our solutions on our partners behalf directly to the end user – allowing the partner to grow faster and be far more profitable with larger projects. We are no longer at trade shows to get new partners, we are at the trade shows to talk to partners about what is working and how to become more effective as a team.

If you do attend an event and would like to sit down with one of us for a longer conversation – let us know. We would love to talk about how our products and services are working around the world, how different verticals are being served, how these solutions are presented and sold. It’s a massive effort – and one that has a great deal of variety from business to business.

Our team is hitting the road to see you face to face, if you’d like to know more come and see us. If you can’t make it to these by all means, call us and email us, we’d gladly do whatever we can to help.

Sincerely,

Vlad Mazek

CEO, ExchangeDefender

Notes from the World Tour

Over the past month I’ve visited our partners around the world and talked to at least half the countries that we do business in. In case you’re curious, the mood worldwide is the same – from Chicago to Dubai, London to Sydney – business is hard but everyone is optimistic and working hard. We have some of the best IT Solution Providers in the world and I have no fear that everyone will triumph over the regional issues – my primary concern and point of all the trips was to understand what we can do to help our partners move faster.

My primary talking point was our new migration service: Why waste time on administrative and detailed work when we will do it under your name, your brand and process? It’s always thrilling to watch the reaction go from “that’s sounds nice but I think we have it under control” to “oh my god, I had no idea how much time we’re wasting” – so it was the profitable trip to say the least.

Here are some notes on my commitment for the rest of the year.

Partner communications – things have changed: If I had a penny for every time I heard “I didn’t know you guys did that” I probably would have brought more staff along with me and just left them there. I understand our portfolio is extremely broad but the change we are undertaking – from being a partner focused software company to being a service business – will be involving you a lot more in our process. One part that was particularly disappointing were questions about the issues that have been addressed years ago that still seemed like a problem. We will do our best to help drive partner involvement more in the coming year.

Product marketing – support goes beyond the product breaking: Last year was the record year for partner training and blog posts focused on business building. Pat on the back for all the praise I got for that. Partner feedback was quite clear that selling and positioning our services was quite easy, marketing and differentiating them requires more collateral. I hear you – while we have some comparative marketing collateral it is neither as organized nor easy to find. Most of it was put together for specific deals our partners worked on with us directly and honestly we can do a lot better. Next quarter you’ll see a major refresh in our marketing collateral as well as our process workflows that we’ve started sharing with our migration partners. Everything we do makes us better – except consolidating that information for mass distribution; we’ll get right on that.

User education – value beyond the essentials: The age old problem of users getting the solution and then severely underutilizing it is still there but it’s more prevalent these days because of the economy and general expectation for IT costs to be minimal. Almost everyone I spoke to said their clients have pushed for lower rates and even questioned why they were paying for certain services at all that they seemingly never used. Clients that use more than one feature, or are engaged with the product web services (think more web site visits, less email reports) have 9 times more stickiness to the product! Obviously we all have a vested interest in educating our clients about the solution they are paying for – and as we transition to a more service oriented business I expect we’ll help solve the real problem of why users aren’t relying on more of the solution: Someone has to do the work of rolling this stuff out and training everyone how to do it. We’ve got a plan for this as well and I look forward to sharing it with you.

In summary, this was an incredible trip. It was a pleasure and an honor to be invited to so many businesses and spend some fun time with so many of you as well. I got to bring my son along for the trip so he can see what daddy does, and particular shout out to Greg Lipschitz from Summit IT for taking us around to hang out with the local wildlife. Everywhere I go I am always told “things are different here” but in the end there are just nuances in business preferences – we all share the same annoyances, challenges, difficulties and also the same opportunities.

I appreciate the hospitality and look forward to sharing significant progress on the three points above on my next trip around the world. We certainly have our work cut out for us and the major global initiative as well as the service oriented business model will go a long way towards getting that done.