Document summary
This document provides information relating to the services provided for customers that utilise our Advanced Email Filtering solution. This information is designed to provide clarity on the scope of the items included within the overall service provision.
Service support
Customers can raise queries directly with our dedicated support team for prompt assistance. Typical requests include releasing emails from quarantine, adjusting spam filter settings, resolving issues with blocked or missed emails, and configuring whitelists or blacklists.
The service coverage is provided in-line with the customer's existing Managed IT Service support contract.
Alert management
Our team receive alerts for a variety of events relating to the platform, these include the following:
- Planned maintenance
- Degraded service due to issues arising
- Critical incidents or major outages
When one of these is received by our team, it is initially reviewed for impact and then if appropriate communications will be sent to customers.
Configuration changes
Our service team will complete changes that are requested by the customer for common requirements such as:
- Whitelisting / blacklisting domains and/or email addresses
- Adding additional domains into the email filtering platform (incorporating these into Office 365 / Google Workspace may require additional professional services works)
- Adjusting filter rules to be more or less restrictive
- Modifying message digest / daily quarantine notifications
- Configuring individual policy or filtering settings for users or groups
Vendor escalation
Our team work closely with our preferred partner for email filtering services, with the ability to escalate incidents to them where required. All initial analysis and investigation is conducted internally and then specific platform or technical queries will be logged with the vendor; there is no additional cost to the customer for this and our team will fully manage this process throughout.
Addition of new features
Whereby a new feature is introduced to the platform that would be of benefit to a customer, the required changes are reviewed by our team to ensure they are suitable for implementation. If the change has any requirement for disruption to service or an adjustment to core components that may alter existing functionality, these will be communicated to the customer and a route forward agreed.
For any additional functionality that requires considerable work and/or integration, these items will be scoped and discussed independently with the customer.
On-boarding
The on-boarding steps for the core components are listed below:
-
Initial Consultation and Requirements Assessment
- Discuss specific email security needs with the customer
- Review existing email infrastructure, including mail servers and domains
-
DNS Record Configuration
- Update and configure DNS records (e.g., MX, SPF, DKIM, and DMARC) to route emails through the filtering service
-
Email Filtering Platform Setup
- Create and configure accounts within the chosen email filtering platform
- Establish user and group policies for spam filtering, content scanning, and attachment security
-
User Integration
- Sync user accounts via Active Directory or CSV Import for Google Workspace
- Assign filtering rules and permissions based on organisational requirements
-
Custom Policy Configuration
- Set up company-specific rules for spam thresholds, blacklisting/whitelisting, and outbound filtering
-
Test Deployment
- Perform a test run of the filtering service with non-critical email traffic
- Monitor for false positives/negatives and fine-tune filters accordingly
-
Training and Documentation
- Provide user training to understand email quarantine, reporting spam, and accessing blocked messages
-
Go-Live Support
- Switch all email traffic to route through the filtering service
- Monitor and address any post-deployment issues
-
Ongoing Monitoring and Tuning
- Implement updates and enhancements to ensure continued protection.