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What levels of support are available for technical and service related queries and issues? |
[Top] |
SpamWall technical support is available 24 hours
a day, 7 days a week. If you have a query or issue or require
advice or assistance with any matter related to our service or
your SpamWall system we
encourage you to contact us so that we can answer your questions
and provide advice or assistance when necessary. You can contact
us via email at service@spamwall.com or complete and submit
our Online Contact Form. |
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What is an MX Record? |
[Top] |
The term "MX record” stands for "Mail Exchange"
record". An MX record tells mail servers around the world where
to send the email for your domain. These records are contained
in the domain "zone file" for your domain on the DNS server or
servers which provide DNS service for the domain, this would be
either your own DNS servers or the DNS servers of your ISP or
hosting company. |
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How do I change my MX Record? |
[Top] |
Information on modifying MX records can be found
in the Setting up MX Records section of the online
SpamWall
Operations Manual. You can also
download a PDF copy of the
SpamWall Operations Manual.
If you do not have access to the DNS zone file for your domain
then the technical administrator of your domain, which would
likely either be your ISP, web hosting provider, systems
administrator or IT department should be able to modify the MX
records for you.
If you require any advice or assistance with modifying the MX
records for your domain to route email to your SpamWall system
you can contact SpamWall support for assistance with this. |
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How do I find my mail servers address? |
[Top] |
Use the online MX lookup tool located here.
Enter your domain name and select "Lookup". This will tell
you your mail servers host name or IP address.
If you require any advice or assistance with determining the IP
address of your mail server or with any other support or service
related query or issue you can contact us via email at
service@spamwall.com
or via our Online Contact Form. |
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What if I don't know how to change my "MX" records? |
[Top] |
If you require any advice or assistance with
modifying your MX records you can contact us via email at
the
service@spamwall.com
address or otherwise complete and submit our
Online Contact Form.
We can email you the necessary changes and you can forward this
info to your ISP, hosting company, systems administrator or IT
department. Otherwise, we can provide you with direct assistance
if required. |
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Can you change the MX records for me? |
[Top] |
Yes, if you require any assistance with
modifying your MX records and can provide us with access to the
DNS server(s) which provide service for your domain either via
telnet/ssh or via a web interface control panel we can assist
you with modifying your MX records. To request such assistance
you can email us at service@spamwall.com or complete and
submit our Online Contact Form. |
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After I change my MX records how long will it take
before email is being routed to my SpamWall system? |
[Top] |
Due to distributed nature of the DNS system the
MX records you have modified or set up to route email to your
SpamWall system may not result in all email being directed to
your SpamWall system immediately.
It may take up to 24 hours or more for the new MX information to
propagate (be available to all other DNS servers) across the
Internet so that all email for any given domain is directed to
your SpamWall system. Until propagation is fully completed some
email for your domain may be directed to your SpamWall system
and some may continue to be directed to your regular email
server however no email will be lost or mis-directed during this
transition. |
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How do I know if email is being processed by my
SpamWall system? |
[Top] |
It is easy to tell if a particular email message
has been processed by your SpamWall system. The "full headers"
of email messages you receive which have been processed by your
SpamWall system will contain the "X-SPAM-VIRUS-Scanned:
Anti-Spam Firewall" tag. Note that these email headers are
usually not visible unless you use the "show full headers"
option in your email program. |
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Will my email processed by the SpamWall system be
secure? |
[Top] |
Using the SpamWall Anti-Spam Firewall to process
your email for Spam and Viruses does not affect the security of
your email in any way. The SpamWall system does not back up or
make copies of your email and the only email messages that are
stored on the system are those which have been detected as being
Spam or Virus infected. If you wish, you can choose not to have
quarantined email stored on the SpamWall system as your SpamWall
system can be configured to forward all quarantined email to
any email address anywhere on the Internet. As your SpamWall system is a
dedicated unit and only you will have administrative access to
your SpamWall system it is not possible for any third party to
access access information associated with the email processed by
your SpamWall system. |
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Do I need my own mail server to use the SpamWall
Anti-Spam Firewall? |
[Top] |
Generally users of the SpamWall system would own
or have access to their own email server which would either be
hosted at their office, an Internet data center, ISP or web
hosting provider. However, if you do not have your own mail
server it is still possible to use the SpamWall Anti-Spam
Firewall. |
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Will the SpamWall work with any web or email hosting
provider? |
[Top] |
Yes, in general your SpamWall Anti-Spam Firewall
can process and deliver email to any web or email hosting
provider or mail server anywhere on the Internet. All that you
need to do is to modify the MX record associated with your
domain to route email to your SpamWall system for processing.
Information on modifying MX records can be found in the
Setting
up MX Records section of the online SpamWall Operations Manual.
You can also download a PDF copy of the
SpamWall Operations Manual.
If you do not have access to the DNS zone file for your domain
then the technical administrator of your domain, which would
likely either be your ISP, web hosting provider, systems
administrator or IT department should be able to modify the MX
records for you. If you require any advice or assistance with
modifying the MX records for your domain to route email to your
SpamWall system you can contact SpamWall support for
assistance with this. |
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What if my web hosting or DNS provider will not
allow me to change my MX records? |
[Top] |
Most hosting companies and DNS service providers
will not have a problem with assisting you to modify the MX
records for your domain so that email can be routed to your
SpamWall system for processing. However, should you encounter a
problem with this we can provide you with DNS service and access
to your own domain zone files so that you can make the necessary
changes to your MX records. If required, this service can be
included free of charge along with your SpamWall system.
If you require hosting with access to your own dedicated domain name (DNS)
servers SmartServers & VirtualServers.com offers the most
innovative, complete and fully-featured
Virtual Dedicated
Server (VDS) and
Virtual
Private Server (VPS) configurations available anywhere on the Internet.
Unlike other providers who offer you low-grade virtual hosts or
"virtual servers" that have only limited features and
capabilities the servers available from from
SmartServers & VirtualServers.com give you access to the complete range of services including FULL
ROOT ACCESS to a complete FreeBSD server system with your own
dedicated telnet, web, ftp and email servers, full access to all
server configuration files, support for unlimited virtual
hosts/domains, unlimited POP/FTP/TELNET/SSH accounts, and even
your own Virtual DNS Servers (NS1&NS2.yourdomain.com).
For more information on the services offered by SmartServers &
VirtualServers.com see www.virtualservers.com |
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Is there a limit on the size of email attachments
with the SpamWall system? |
[Top] |
The default setting on the SpamWall system on
setup for the handling of email attachments is 300MB however
this can be easily increased if necessary. |
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Does the SpamWall system support whitelists and
blacklists? |
[Top] |
Yes, you will have full control over
whitelisting and blacklisting of IP addresses, domains and email
addresses which will be blocked or allowed to route email via your
SpamWall system. Information on using the blacklisting and whitelisting functions on your SpamWall system can be found in
the SpamWall Operations Manual. You can also
download a PDF
copy of the SpamWall Operations Manual. |
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Does the SpamWall system support RBL/Blacklists like
Spamhaus and SpamCop? |
[Top] |
Yes, a number of RBL/Blacklist options are
available for activation on your SpamWall system such as
sbl.spamhaus.org, xbl.spamhaus.org, pbl.spamhaus.org,
bl.spamcop.net, dnsbl.njabl.org and others. Information on using
the RBL/Blacklist functions on your SpamWall system can be found
in the RBL/Blacklists section of
the online SpamWall
Operations Manual. You can also
download a PDF copy of the
SpamWall Operations Manual. |
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What if my mail server goes offline for some reason
and is unable to accept email? |
[Top] |
In the event your mail server goes offline, your
SpamWall system will queue or "spool" your email messages. Your
SpamWall system will queue and continually attempt to deliver
your email every few minutes for up to 5 days. When your mail
server is back on-line all queued email messages should be
delivered within a few minutes. If for some reason your mail server
is going to be offline for longer than 5 days you can
contact SpamWall Support and we can configure your SpamWall system to queue all of
your email for as long as necessary. |
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Will the SpamWall system make backups of my email in
case I need it? |
[Top] |
The SpamWall system does not make any backups of
email messages which are processed by the system, it only acts as
a secure email "gateway" system for scanning and processing your
email for Spam and Viruses before being sent on to your regular
mail server. The only emails which are kept on the system are
those that have been blocked or quarantined by the system as
having been identified as being Spam/UCE or Virus infected. |
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Does the SpamWall system support SSL/TLS encrypted
SMTP delivery? |
[Top] |
The SpamWall system supports SSL/TLS encrypted
SMTP delivery so if your mail server supports this as well email
can be delivered via the SSL/TLS protocol if desired. |
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What if I change my email server, ISP, hosting
provider or email server IP address? |
[Top] |
This is no problem. Your SpamWall system is
compatible with all mail servers and mail server software and
can relay your email to any mail server or IP address anywhere
on the Internet. All that you need to do is to log into the
SpamWall control panel and change the IP address associated with
your former mail server to that of your new mail server. Unlike
with MX records, these changes take effect immediately and your
SpamWall system will instantly route your email to the new mail
server. |
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How do I make contact for non-technical sales or service queries and
issues such as upgrading my SpamWall system to a
higher capacity model? |
[Top] |
If you have non-technical sales or service
related question or if you require advice or assistance with any
matter related to our service or your SpamWall system we encourage you to contact us so
that we can answer your questions and provide advice or
assistance when necessary. You can contact us via email at
service@spamwall.com or complete and submit our
Online
Contact Form. |
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How do I connect to the web interface control panel
on my SpamWall System? |
[Top] |
Once your SpamWall system is online you will be
contacted by our service department and provided with the IP
address and login URL details to your SpamWall system. All that
you need to do is to connect to the IP address or URL provided
in your SpamWall setup and configuration letter and use the username and password
provided to log into the control panel on your SpamWall system.
The SpamWall web interface control panel is compatible with most
popular web browsers including Internet Explorer, Firefox, Opera
and Safari however in general we recommend either Internet
Explorer or Firefox as the best browsers to use with the
SpamWall control panel. |
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How do I troubleshoot or locate a missing email message? |
[Top] |
If you are missing an expected email you can use
the Mail Log File Viewer in the control panel on your SpamWall
system to search for information relating to the delivery of the
email. Searches can be made on a variety of criteria including
time and date as well as by either partial or complete
email address, domain, and IP number associated with the email
you are searching references for. You should also search the
logs files on your own mail server as it's possible that they may contain
information on the message you are looking for. |
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We received a Spam message that wasn't blocked by our SpamWall system,
what can I do to block it? |
[Top] |
The SpamWall system in it's default
configuration with it's multi-layer Spam Filtering Technology
and default set of Spam Scoring Levels is able to detect and
block or filter up to 98% of all Spam/UCE received by the
system.
The Spam Scanning & Filtering engine on the SpamWall system also
incorporates a number of "self-tuning" and "auto-learning"
mechanisms including Bayesian Analysis and Learning, which are
able to automatically increase accuracy and sensitivity of the
system over time.
It is possible to increase the percentage of Spam/UCE detected
and either blocked, quarantined or tagged by modifying the "Spam
Score Levels" in the Spamfilter Config screen of the SpamWall
control panel. By "tuning" the system over time you will be able
to achieve the optimum level of Spam/UCE detection and
management for your particular email user base and the specific
type and content of email messages received by your users.
For more information on tuning your SpamWall system to achieve
the optimum level of Spam/UCE detection and management see the
section on Tuning your SpamWall
System in the SpamWall Online
Operations Manual. You can also
download a PDF
copy of the SpamWall Operations Manual. |
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What do I do when an email message that is not Spam
is delivered to the Spam Quarantine? |
[Top] |
The SpamWall Anti-Spam Firewall system is able
to provide high Spam/UCE detection rates of up to 98% or more
and has one of the lowest false positive ratings in the
industry. In it's default configuration the SpamWall system is
designed to minimize false positives (legitimate email messages
being identified and blocked as Spam).
With no additional configuration or tuning the false positive
rate is typically at less than 0.1%, or less than one in every
10,000 email messages processed by the system.
If you see email messages that are clearly not Spam being
diverted to the Spam Quarantine you can prevent this from
happening by either placing the email address or domain of the
sender in the system whitelist or
otherwise by modifying the "Spam
Score Levels" in the Spamfilter Config screen of the SpamWall
control panel. By "tuning" the system over time you will be able
to achieve the optimum level of Spam/UCE detection and
management with the lowest possible number of "false positives".
For more information on tuning your SpamWall system to achieve
the optimum level of Spam/UCE detection and management see the
section on Tuning your SpamWall
System in the SpamWall Online
Operations Manual. You can also
download a PDF
copy of the SpamWall Operations Manual. |
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What do I do if I have more questions or need
technical support advice or assistance with my
SpamWall System? |
[Top] |
SpamWall technical support is available 24 hours
a day, 7 days a week. If you have a query or issue or require
advice or assistance with any matter related to our service our
your SpamWall system we
encourage you to contact us so that we can answer your questions
and provide advice or assistance when necessary.
You can contact us via email at service@spamwall.com or
complete and submit our Online Contact Form. |
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