Change of Mail Filter Provider FAQ's:

Why are you changing Providers?

Cirrus IT Services have used a few different providers over the last 6 years for mail filtering services.  Each change of provider has been initiated for a different reason.

Some of these reasons include:

  1. The service provider’s catastrophic infrastructure failure
  2. Performance issues
  3. Support issues
  4. Missing functionality
  5. A Single Point of Failure was Discovered

Due to the number of issues we have experienced in the past, we invested heavily in December 2019 in building our own mail filter server using software and services from SpamTitan, who were the most recommended provider at that time, specialising in providing services for Managed Service Providers like Cirrus.

The support we have received from SpamTitan was great at first , but has not been as good recently. and they have not kept some of the promises they made to us when we partnered with them or introduced some of the features we wanted (like Mail Encryption).

Feedback from our customers has also not been as positive as we had expected after making such a big investment.

We do not take these decisions lightly and will only change service providers if we feel it is the best thing to do for out customers and it has certainly never been a decision based on cost, in fact each change has been more expensive for us as a provider, but we have never passed on this cost by increasing prices for our end users.

As an example our antimalware solution has remained unchanged since day one, we constantly asses it but believe it is still the best available solution for our customers so there is no reason to change it.

This change in providers will improve the service available to our customers, add new features for no extra cost and provide the opportunity to add additional services that were previously unavailable to us.

We have been testing this new solution since February this year in-house and with a selection of customers so we could get an extended real world test to ensure it works as expected over a period of time before rolling it out to all of our customers.

When will the change happen?

We will migrate each customer domain one at a time onto the new platform starting next week (Week Commencing Monday 7th June 2021).

The majority of our customers (currently 80%) are using Microsoft 365, the new platform integrates seamlessly with MS 365 and the setup is easy and painless so does not take very long at all.

There is no downtime or interruption to service but the changes will take place out of office hours to air on the side of caution.

We have a small number of customers who have been using the platform since February to make sure it performs as expected, and to try and identify any issues or potential problems, so we are confident that the change will not cause any problems.

Your organisational contact will be notified when you have been migrated.

What do I need to do?

You should check your most recent SPAM Quarantine Report and release any messages that you may need.

You do not need to do anything else unless you have entries in your Black and White lists that you believe must be replicated in the new system*

*Please consider the following first before asking for your black and white list entries to be migrated:

  • Only move entries that you believe are essential.
  • Starting again could be beneficial to identify what mail is trying to get through.
  • Mail that has been added to your Blacklist for any period of time will most likely no longer be being sent as it has been rejected, so it may not need to be replicated on the new platform.

After considering the above, if you still would like your Black and/or White list entries replicated, please let us know as soon as possible by logging a support ticket in the usual manner (Getting Support guide available here: https://www.cirrusits.co.uk/using-our-ticketing-system-for-support)

How will I know that my account has been migrated?

We will contact the organisation contact at each customer site to let them know when the migration for your business is due to take place.

You will also notice a difference in the appearance of your Quarantine reports as shown below:

Current Quarantine Report Example:

SPAMTitan Quarantine anon

New Quarantine Report Example:

Hornet Security Quarantine anon

What are the benefits we will see as a result of the changes?

If you are a Microsoft 365 User, you will be migrated to Hornet Security’s “365 Total Protection Business” plan free of charge.

As well as receiving Spam and Malware Mail Filtering and Protection, as you do now, you will also benefit from advanced features like:

  • Email Live Tracking
  • Infomail Handling
  • Content Control
  • Compliance Filter
  • Threat Defense
  • Outlook Deny & Allow listing
  • User-Based Individual Signatures
  • 1-Click Intelligent Ads
  • Company Disclaimer
  • Global S/MIME & PGP Encryption
  • Secure Cipher Policy Control
  • Secure Websafe

Click here for a 365 Total Protection Business Data Sheet

If you are not using Microsoft 365 for your email, then you will be migrated to the Spam Filtering and Malware Protection plan

Click here for a Spam Filtering and Malware Protection Data Sheet

There is also an add-in available for Outlook so you can easily control your mail protection service directly from within the Outlook application:

Hornet Outlook Add in e1622212065517

Are there any disadvantages?

We have been testing the new system since February, along with a few other customers, so that we can be confident that the service will perform even better than the current one.

There will be a period of adjustment but you should soon become familiar with the layout of the reports and any differences in the way the new filter works.

What if my question is not answered on this page?

We will update this page and add new questions as they arrive, so please check back regularly for the latest information.

You can ask a new question by logging a support ticket with us in the usual manner (Getting Support guide available here: https://www.cirrusits.co.uk/using-our-ticketing-system-for-support).

Is there a guide on how to use the new Mail Filter?

Full documentation for the Hornetsecurity services is constantly updated on their own website, so is the best place to get the latest detailed information and guides

https://support.hornetsecurity.com/

We have however created a Quick Start Guide to show you the basics, which is available on our own website here:

https://www.cirrusits.co.uk/mail-filter-quick-start-guide/