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Frequently Asked Questions (FAQs)

Question Answer
What is Cloud Email Gateway Protection?
Cloud Email Gateway Protection provides always-up-to-the-minute email security with no maintenance required by IT staff to stop spam, viruses and other malware before they reach your network.
Cloud Email Gateway Protection is a cloud service that can benefit any size organization. We provide the hardware, software, and messaging expertise to cleanse your email messages of spam, viruses, worms, Trojans, and phishing (identity theft) attacks. The cleaned email messages are sent directly to your MTA for final delivery to your end users. Cloud Email Gateway Protection can also use LDAP directories to help prevent backscatter (or outscatter) spam and Directory Harvest Attacks (DHA).
What are the advantages of Cloud Email Gateway Protection?
As a cloud service, Cloud Email Gateway Protection can stop attacks before they get a chance to reach your network. In addition to stopping spam, viruses, worm, Trojans, and other malware, Cloud Email Gateway Protection can protect your network from attacks that:
  • Attempt to block your Internet connection (Denial of Service)
  • Steal your email addresses for spammers (Directory Harvest Attacks)
How can I upgrade?
Cloud Email Gateway Protection is a cloud service and so there is no need to buy additional hardware or software. The service is managed by security professionals, relieving your IT staff of the burden of installing, maintaining, and fine-tuning a complex email security system.
Will email message delivery be delayed?
The time required to process each message is measured in milliseconds. Any delay in the delivery of your messages is negligible and will not be noticed by the end user.
How much does the service cost?
Cloud Email Gateway Protection is priced on a per user basis under an annual contract. The cost per user drops as the number of users increases.
There is no set-up fee or additional support costs from Trend Micro. There may be a small fee (unlikely) associated with changing your MX record. Contact your web-hosting service to review their pricing policies.
Is Cloud Email Gateway Protection confidential? Who reads my mail?
All messages are processed automatically and transparently. Many messages are rejected before they are even received based on the reputation of the IP that is attempting to send the message. Messages that are received are processed through a multi-layered spam and virus filtering system that does not include any human intervention. Messages are never stored unless your MTA becomes unavailable.
What do I need in order to access the administrator console?
To use this service you only need to have an existing Internet gateway or workgroup email connection and a web browser for accessing the online reporting and administrator console.
To access the console through Trend Micro Licensing Management Platform, you need the service web address and account information.
How do I get started using Cloud Email Gateway Protection?
To get started using Cloud Email Gateway Protection, do the following:
  1. Submit account activation information
  2. Log on to the Cloud Email Gateway Protection administrator console
  3. Provision a Trend Micro Business Account
  4. Configure the domain you added and add additional domains if needed
  5. Import user directories that will be applied by policies
  6. Configure policies to design your organizational protection solution
For details, see Getting Started with Cloud Email Gateway Protection.
How do I redirect my mail exchanger record (MX record)?
Before redirecting your MX record to the service, make sure you have added and configured your domain to your Cloud Email Gateway Protection.
To redirect your MX record:
  1. For details about adding an MX record for the Cloud Email Gateway Protection server, see step 1 in Configuring a Domain.
  2. Check Cloud Email Gateway Protection welcome email message, which contains the specific MX record information.
  3. Do one of the following:
    • Manual configuration
      If you manage your own DNS, you can manually edit your MX record (this applies to self-managed, smaller accounts).
    • Through a support technician
      If you are unsure how to configure the MX records for your domain, contact your Internet Service Provider's (ISP) help desk or your Domain Name Service (DNS) technician for assistance. If your DNS is managed by a third-party or ISP, either they can do this for you or they may have a simple Web interface allowing you to make the change yourself. It can take up to 48 hours for any changes to propagate throughout the system.
After making the modifications to the MX record, Cloud Email Gateway Protection becomes the point of entry of messages for your domain. After the DNS record modifications take effect (up to 48 hours), all inbound email traffic is routed through Cloud Email Gateway Protection.
Tip
Tip
After the modifications take effect, test the message route by sending messages from another email service provider (for example, Yahoo! Mail or Gmail) to a recipient in your domain. If you receive the message from that email service provider, the MX record is configured correctly.
Where can I locate the instruction to redirect the MX record to point to Cloud Email Gateway Protection?
The MX record determines the message routing for all email messages sent to your domain.
The Cloud Email Gateway Protection welcome email message from Trend Micro specifically provides details about where to redirect your MX record.
How do I accept email messages from the service?
To ensure that you are able to receive email messages processed by the service:
  • Configure your firewall to accept traffic from Cloud Email Gateway Protection IP addresses
  • Configure your MTA to accept transactions from these IP addresses
Can I try Cloud Email Gateway Protection on a limited number of email addresses?
Yes.
Tip
Tip
Trend Micro recommends that you use a test domain for trial purposes. Doing so allows you to experience the service and test how it functions for different types of users.
Does Cloud Email Gateway Protection store or archive email messages?
Cloud Email Gateway Protection does not store or archive email messages by default. All messages are processed and immediately passed through to the customer's MTA. Messages are not spooled or stored in memory unless your MTA becomes unavailable. However, if you create a policy to quarantine messages (spam for example) these email messages will be stored at our data center for up to 30 days.
With Email Continuity enabled by default, Cloud Email Gateway Protection provides a standby email system that gives virtually uninterrupted use of email in the event of a mail server outage. If an outage occurs, Cloud Email Gateway Protection will keep your incoming email messages for 10 days. Once your email server is back online within the 10-day period, these messages will be restored to your email server.
How do I reset or resend an End User Console password?
When your users lost or cannot remember their password, they can go to the logon screen of the Cloud Email Gateway Protection End User Console and click Forgot your password to reset their passwords.
It is not necessary for you to reset end users' passwords.
What does the service do when my MTA is unavailable?
If your MTA becomes unavailable for whatever reason, your message stream is automatically queued for up to ten (10) days or until such time that your server comes back online.
You should not lose any of your valuable email messages due to hardware or software failure, power outages, network failure or simple human error.
Where does outgoing mail go?
By default, your outbound email messages are handled directly by your own MTA and passed out to other networks as it is currently handled. However, with Cloud Email Gateway Protection (full version) you can choose to redirect your outbound email traffic through Cloud Email Gateway Protection services.
Opting for Outbound Filtering:
When you activate Cloud Email Gateway Protection, you will be informed of what MTA to send your outbound messages to if you choose to utilize outbound filtering.
For complete instructions on enabling outbound filtering, see Configuring a Domain.
How does Cloud Email Gateway Protection implement the Transport Layer Security (TLS) protocol?
Cloud Email Gateway Protection is configured in Opportunistic Transport Layer Security (TLS) mode. In this mode, the MTA servers will initially check if the sending or receiving MTA can perform SMTP transaction in TLS mode. If so, the entire session and process will be done in TLS mode.
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