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I am an existing customer using Mail Bagging service. My mail server went down yesterday but my customers are reporting that my emails are bouncing. Why is this happening? |
Our Mail Bagging solution works by detecting when your mail server is down and then immediately bagging the emails. As soon as your email server is back up, our system starts to relay the emails. However, there are certain scenarios where your mail server may come back up but have issues. In such cases, your mail server can still send a response to indicate that it is functional which triggers our server to send the emails. Some of these scenarios are:
1. Disk I/O error on your mail server. When you bring your server back up, it sends a response to us indicating that it is functional. However, your mail server may be experiencing disk I/O errors or maximum usage of your hard disk space on your mail server. Thus, while it might look to the outside world that your mail server is now functional, it may start rejecting emails because of the issues outlined above.
2. Special setup such as anti-spam software on your mail server. There have been cases where anti-spam software on the mail server has rejected emails from our mail server. This may happen due to a variety of reasons. However, emails will bounce if this scenario occurs since your mail server does not accept the bagged emails from our server.
3. Unknown users on your mail server. This can be explained by the following:
Consider client A's mail server (who uses Webservio's Mail Bagging service) fails. During this downtime Webservio bags the emails. Client A realizes that their mail server has been rendered useless and builds another mail server with the default configuration and brings it online. However, client A did not add all the users to the new mail server. Our mail server relays all emails to the new mail server, but since some users no longer exist on Client A's mail server, all emails are rejected by it, which causes the emails to be undeliverable.
The best approach is to check the Mail Bagging scenario during the setup. Please talk to the support engineer who can test the scenario in a live environment.
4. Check to make sure that the MX record provided by us during the initial setup is there on your domain. Please do a domain lookup using our online utility found at DNSgoodies.com |
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We currently moved locations and our mail server was moved as well. What do I need to do to continue using Webservio's Mail Bagging solution? |
Since Webservio does Mail Bagging based on server host names instead of IP address, it does not matter if you moved your office location. However, if you changed the name of our server host names, then please inform [email protected] of this change. |
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What is an MX record, and how does Webservio's Mail Bagging solution work? |
An MX (email exchange) record is an instruction within a DNS (domain name system) that routs the email for the domain to the correct mail server. Without a valid mail exchange record, one cannot send and receive emails.
When a message is sent to an email address, that piece of mail is routed through to the mail server whose MX record is listed in the DNS. If your mail server goes down, then the mail is routed to the next MX record listed in the DNS. If no additional MX records are specified, then the message is returned to the sender as undeliverable. When you signup for Webservio's Mail Bagging solution, we will provide you with a backup email exchange record to be added to your DNS. In the event that your mail server fails, your mail is routed to the backup MX record of Webservio's mail server. Our mail server bags the emails sent to your server untill your it comes back online. Once your email server is back online, Webservio relays all the bagged emails to your MX record thereby ensuring that no messages are lost while your server is inactive. |
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Why is Mail Bagging important? Why should I care? |
Mail Bagging (aka mail spooling and mail backup) is extremely important. As email messaging becomes the most widely used form of daily communication, the importance of email increases substantially. Imagine the problems that will arise if your customers and employees cannot communicate for a week via email. If you do no think that such an event could take place, consider what would happen if a natural disaster such as a tsunami, earthquake, flood, or hurricane occurs in your area. Your mail server will go down because there will be no internet connection or electricity; your mail server may even be completely destroyed. If this occurs, email messages from you customers will be returned to them as undeliverable. In a less extreme example, your mail server could be overloaded by a spam attack causing valid messages to be bounced back during this temporary down time. These circumstances, among others, make up the reason that backing up your email is so important. Webservio will preserve your messages during your mail server's down time, thereby preventing the loss of respect and revenue from your customers and maintaining this essential communication. |
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If the dedicated mail backup server hardware fails, what happens to the mail bagging process? |
We realize that hardware failures are a possible cause of concern to clients using this service. Therefore, our service is set up in such a way that should the hardware on the dedicated mail backup server fail, our Shared Mail Bagging service goes into effect. Once the hardware issues are remedied, all emails from the shared system are relayed to the dedicated system. This ensures continuity of the mail backup service in case of server failures. |
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Do you have an SLA (Service Level Agreement) for this service? |
Yes. All of Webservio's dedicated mail backup plans are secured with an SLA. Please contact your Account Manager for further details and a copy of the SLA. |
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How is this service different from the Shared Mail Bagging? |
Shared Mail Bagging is for organizations with lesser volume of email. In a shared system, the emails are bagged for multiple domains and hence are programmed for a FIFO (First In First Out) delivery.
The dedicated service is useful for organizations who would like complete control on the mail backup scenarios. Our setup gives you full access to the machines and to view the emails and the queue. The dedicated server is assigned solely to backup emails for your domain(s) without any interruption from any other client domains. |
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What if our mail server fails and we would like our organization's employees to continue sending/receiving emails. Can we do that? |
With the current dedicated mail backup service, the IT administrator of your domain can view the email messages and the queue. However, should you need the ability for your employees to send/receive emails during disaster times, then please contact us at [email protected] about our Email Continuity service. This is an extension of our current mail backup service, which allows users to send/receive emails through a web interface during disaster times. A copy of all sent/received emails is then relayed to your mail server once it comes back online. |
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Can I use offline payment for purchase of the Mail Bagging service? |
Yes. Webservio can accept check payments for setting up the Mail Bagging service for your organization. However, the setup is only completed after the check payment is processed. Please allow at least 2 weeks for completion of the setup when paying by check. |
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How long does it take for your service to be ready after we put the order in? We have a client that needs to have it setup in 24 hours. |
Webservio aims to complete all Mail Bagging setups within 4 hours of placement of the order during business days. If you have an urgent requirement, then please contact [email protected] to expedite the setup. However, please be considerate of other customers by asking for an expedited request only in cases of emergencies. |
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