News & Information

Customer Service Improvements

The introduction of our Customer Service Center has been extremely successful.  More and more, customers are using it to not only submit questions to us, but are finding it a fabulous tool to learn more about our systems through the Knowledgebase.  With round-the-clock access to this type of information, it makes it easy to have questions answered anytime, even in the middle of the night.

So that our Customer Service Representatives can work more closely with our customers, we have decided to retire all customer service email accounts and work solely with our customers through the Customer Service Center.  This will not only allow us to answer you in a more timely manner, but ensure that all information you submit is completely secure.

In keeping with these improvements to our customer service, we will have full coverage by phone and through the Customer Service Center Monday to Friday, 8a.m. to 8p.m.ET and for your convenience, we will also have full coverage through the Customer Service Center on weekends, Saturday and Sunday between 9a.m. and 5p.m.ET.

Changes to our Webmail

We have received a great amount of feedback from you about features you would like added to our webmail service.  We have already added many of the features you have suggested, as we continue to evolve the service using your input.

The latest features we have added are:

• You are now able to sort on the Read/Unread column
• External POP accounts that you have added through webmail (in Mail Settings under the POP tab) will now be checked for new mail automatically at the same time as your account with us
• Contacts can now be dragged into and out of groups in the Standard inteface
• You can choose between plain text and HTML email composition
• The add contact group and add folder buttons have been replaced by a pair of more intuitive icons.

Messages Detected as Spam.

In the early morning on January 23/08, an update to the rule-set that our spam filter uses caused an issue in regards to outbound mail flow. Many emails being sent were being reported as "Detect as Spam".  Our Email Administration team was able to locate and correct the problem around Noon 01/23/08 (EST).  We apologize for any inconvenience that this may have caused.

Our Customer Support department will continue to communicate your feedback on false positives that you may still encounter from time to time. With this data, our Email Administration team will work to continuously improve this service.

Email System Maintenance - Jan 25 - 26

We will be conducting scheduled maintenance for the Domain Direct and NetIdentity Email Service overnight on Friday, January 25th and early morning Saturday January 26th.

This window will be used to update the software and hardware of the email system to increase overall performance.

Time: Fri Jan 25th @ 11:00 PM to Saturday Jan 26th @ 3:00 AM EST
Your local start time to your local finish time
Duration: 4 hours

Customers will not be able to access their mailboxes via
POP, IMAP, or Webmail. We expect between 45 minutes and four hours of down time. No mail will be lost, it will only be delayed until after the maintenance is done.

MD5 Authentication disabled for email

We have gotten quite a few questions about MD5 and connecting to our email servers with it.  MD5 authentication is no longer used on our servers, mostly due to security concerns with it.

Instead you are able to use SSL with our email server which we find is a much more secure means of authentication rather then a single pass algorithm.

An article on the subject has been posted here in our knowledge base.