Frequently Asked Questions

Not usually. We “step between” the internet and your mail server in order to clean your incoming mail. However optional hosted solutions are available.

Yes. All you need to do is get your MX Record changed to point to us. If you host your own server, it’s easy to do. If someone else hosts your site/mail, you just log into the control panel and change the record, or have your host do it.

Incoming email is routed through the SpyderMail Email Security Service before it hits your mail server. Spam is tagged, quarantined or blocked based on preferences setup by the Domain Manager and/or end-user. Legitimate email is allowed through to the recipient.

A daily email is sent to all end users with a quarantine account summarizing the contents of their individual quarantine mailboxes. Here, each user will be able to choose if a particular email is spam or not thereby allowing the SpyderMail service to adapt to the individual user’s preferences.

Note: End-users do not have to remember any passwords or user IDs to access their quarantine mailbox; each summary account email is an html document with direct links pointing to the end-users quarantine mailbox with the appropriate verification embedded.

Yes. If you wish, each email address (including aliases) will be quarantined individually to allow controlled custom settings for the specific email address (or alias). This is setup automatically by the service and requires no additional work on behalf of the Domain Manager.

However, if you do not want individual quarantined mailboxes for all users, ALL quarantined email can be sent to a single mailbox specified by the Domain Manager upon sign-up. This way, the Domain Manager is responsible for sifting through quarantined messages.

If configured for per-user quarantine, the email is stored on the antispam servers. A “Spam Quarantine Summary” report will be sent to any users who have at least one email “quarantined”. Admins can configure the timing of these quarantine digest messages in a very flexible way – up to 24 times a day!

Each user can decide for themself whether they would like to release the quarantined messages and / or classify them as spam.

The false positive rate of the SpyderMail Email Security Service is one of the lowest in the industry. In the rare event a wanted message is blocked, the Domain Admin has the ability to review, and request release of the message.

Email is processed inside the platform. The administrator can specify who can access the machine and it is password protected.

A team of security engineers continuously monitors the Internet for trends in spam and virus attacks. As they detect trends, regular updates are created and distributed to the SpyderMail service which is automatically updated with new spam rules, spam algorithms, and virus definitions.

These updates require zero administration and ensure that your network has comprehensive and accurate protection even as the methods of attack change. For the SpyderMail service, the spam and virus definitions are updated hourly.

Our hours for tech support are 8AM to 5PM MST, however we monitor the service 24 x 7 and have staff on call to respond to any issues. Additionally staff are notified if a support question comes in after hours from our website. After initial setup and testing most customers have very few questions and support concerns.

We do not charge for SpyderMail-related technical support. Our toll-free support number is 1-877-386-3763.

To obtain it from your client it’s best to refer to your product’s documentation, but we’ve gathered a few examples as a convenience for you:

Microsoft Outlook Express 5 and 6

1. Click the File menu.
2. From here, choose Properties and then the Details tab.
3. Click “message source” and then highlight, copy, and then paste everything from this window (Ctrl A and Ctrl C).

Microsoft Outlook 2000, 2002/XP, and 2003

1. Double-click the message that you want to open.
2. Select the Options submenu, which is located under the the View menu.
3. From here, copy the text from the Internet Headers section.

Microsoft Outlook 2010 +

1. Open the e-mail in which you wish to view the headers, and then click the File menu.
2. From here, click the Info tab.
3. Click the Properties button in the menu.
4. Place the cursor in the Internet headers: text box.
5. Press Ctrl A to select all the header information, and then press Ctrl C to copy the Internet header information.

You will need to get in touch with your Domain Manager. If you are uncertain how to contact him/her, please send an email to support@SpyderMail.com and we can help you with the contact information.