Frequently Asked Questions

In Gmail:

• Configure Gmail to allow Securence as an Inbound mail gateway
• Search for "gmail Inbound mail gateway" in Google Apps Administrator Help
• Go to Settings → Spam → Inbound mail gateway
• Add Securence IP ranges: 216.17.3.0/24
• Check the "Disable Gmail spam evaluation on mail from this gateway" box
• Select "Automatically detect external IP" and "Reject all mail not from gateway IPs"

For TLS delivery from Securence to Gmail:

• In Securence, create an Encryption Policy with "Opportunistic TLS" or "Require TLS"
• In Gmail, select "Require TLS for connections from the email gateways listed above"

Configure MX Records:

• Change MX Record to point to Securence: smtp1-msp.securence.com and smtp1-mke.securence.com
• During transition, leave previous MX records with higher weight, then remove after completion

Setting up Securence is straightforward:

• Update your MX records to point to Securence servers
• Configure your mail server to accept mail from Securence IP ranges
• Log into the Securence admin panel to configure filtering policies
• Test email delivery to ensure everything is working properly

Our support team will guide you through the entire process during setup.

You'll need to whitelist the following IP ranges in your firewall and mail server:

• 216.17.3.0/24
• Additional IP ranges are provided in your Securence admin panel

These ranges are also listed at the bottom of your Securence admin pages for reference.

This error indicates your IP has been listed by Securence's Shieldwall engine due to a significant increase in outbound mail volume. This protection prevents compromised machines from sending spam.

What to do:

• Identify the cause by logging into admin.securence.com and checking Reports and Mail Log sections
• Common causes include company newsletters or compromised/infected machines
• Change passwords for compromised user accounts
• Delete any queued spam messages from your server
• Wait approximately one hour for automatic removal once the issue is resolved

Shieldwall listings are temporary and expire automatically when mail volume returns to normal.

When using both features together, special measures are needed for outage situations:

1. Ensure alternate contact methods:

• All users must confirm at least one alternate email address or mobile number
• Users will be prompted to do this when they first login
• This allows password reset during AD server outages

2. Use Authentication Override during outages:

• Go to Incoming Settings → Security tab → Auth Method Override
• Check the override box to use local Securence authentication
• Users can then use their Securence password or reset it via alternate contact methods

3. Disable override when back online:

• Uncheck the Auth Method Override when your AD server is operational
• Users will resume authenticating via Active Directory

If legitimate emails are being blocked:

• Check your quarantine for the missing emails
• Review your spam filter settings in the admin panel
• Add the sender to your whitelist if they're trusted
• Contact support with message details for investigation

Securence has the lowest false positive rate in the industry, so blocking legitimate email is rare.

If your outbound emails are going to spam folders:

• Check if your IP address is listed on any DNSBLs
• Verify your SPF and DKIM records are properly configured
• Review your email content for spam-like characteristics
• Monitor your sending volume and patterns
• Contact support for IP reputation analysis

Securence provides dedicated IP addresses to prevent reputation issues from affecting other customers.

Signature-based filtering is a dynamic approach that incorporates the best of all effective filtering techniques, rather than relying on a single static method.

• Our dedicated team monitors and analyzes email messaging globally
• They develop signatures to identify and counter the latest spamming techniques and viruses
• This produces highly effective filtering with the lowest possible false positives
• The system adapts in real-time to new threats

URL Shield provides an extra layer of protection against malicious links:

• Links in emails are rewritten to go through url-shield.securence.com
• When clicked, links are analyzed in real-time for current threats
• If safe, users are automatically forwarded to the original URL
• If malicious, users see a warning with detailed threat information
• Includes custom block lists and detailed click logging

Email Shadowing is an industry-exclusive feature that:

• Stores copies of all inbound emails for 30 days
• Allows redelivery of any email received in the past 30 days
• Provides fast recovery of missing or accidentally deleted messages
• Emails are stored in a secure and encrypted state
• Access is restricted to authorized administrators

Email Continuity ensures uninterrupted email service during outages:

• Automatically activates when your mail server goes down
• Provides complete inbound and outbound email service
• Users can access their alternate email account during outages
• No mailbox size limits during continuity periods
• Messages are delivered to your primary server once it's back online

Securence uses DNS Block Lists (DNSBLs) to prevent emails based on sender IP addresses:

Default DNSBLs used:

• rbl.securence.com - Automated, short-lived listings during spam outbreaks
• bl.securence.com - Manually curated list of confirmed bad actors
• Spamhaus subscription - Industry-standard IP reputation service
• Spamcop subscription - Community-driven spam reporting system

Custom DNSBLs:

• You can configure additional DNSBLs in Domain Settings → Incoming Settings → Spam → DNS Block Lists
• Contact support for assistance with custom DNSBL configuration

Securence provides dedicated IP addresses to prevent reputation issues:

• Most customers receive a dedicated IP address for outbound mail
• This isolates you from reputation problems caused by other customers
• Automated monitoring checks all outgoing IPs against major reputation lists
• Our team investigates and resolves any reputation issues quickly
• If needed, new IP addresses are assigned and poor ones are retired
• Retired IPs are set aside until their reputation recovers

Securence provides industry-leading uptime guarantees:

• 99.99% uptime guarantee for email filtering services
• Hosted with redundant fail-over capabilities
• Load balanced among multiple redundant N+1 data centers
• Facility exceeds GLB and HIPAA security standards
• Complies with BSI safe harbor regulations and SOX requirements

No, Securence offers flexible month-to-month billing:

• No lock-in contracts required
• Month-to-month billing options available
• Flexible payment methods accepted
• Easy cancellation process
• Pay-as-you-go pricing for most services

Securence pricing is based on:

• Number of email addresses or users
• Selected features and service level
• Volume discounts for larger organizations
• Additional services like archiving or encryption

Contact our sales team for a custom quote based on your specific needs.

Yes! Securence offers free trials:

• 30-day free trial for most services
• Full access to all features during trial
• No setup fees or obligations
• Dedicated support during trial period
• Easy conversion to paid service

Contact us to start your free trial today.