(Note to admins: due to being new to the Symantec Connect site, I posted the following request at another section just now, but found out thereafter that the "Idea" section is where it needs to get posted, so here it is. Apologize for the duplicate posting, and the other posting (@ "My Workspace"?) can be removed.)
Last week, we signed on with Symantec Email Security.cloud and I'm looking for a feature wherein, when communication between Symantec Email Security.cloud system and the customer's on-premise mail server is disrupted or broken (which would occur, for example, if customer's Internet connection goes down, or if customer's mail server is down), and thereafter, incoming emails start queuing up at Symantec Email Security.cloud system, it does the following:
- after a pre-configured/specified time lapse (say 30 minutes), Symantec Email Security.cloud system sends out alert via SMS and email (can be personal email), both of which can be specified via a config page on Symantec Email Security.cloud system portal page.
Right now, Symantec Email Security.cloud system appears to wait 'til incoming emails piling up in a customer's queue reaches certain threshold limit (which can be pre-configured, and I'm told that it should be around 10 to 15% of daily email volume), and when someone at Symantec Email Security.cloud notices the threshold limit being reached or exceeding, that person picks up the phone and calls the customer admin. So, it's a queue volume-based system, and it's clearly a manual system. A problem I see with this system is, this type of breakage in communications between a email security cloud system and customer's network or server typically occurs at late night hours (ask me how I know). And during those off-peak hours, the volume of emails is substantially lower than during peak/business hours. So, 10 to 15% is going to be reached after probably (throwing out a random number here) like 8 hours. In such case, well, that's next business day morning, and users are already at the office. So, for faster reaction, I suppose this threshold limit can be lowered to like 1 to 5%, but that probably rquires several adjustments to reach an optimum figure. So, instead of threshold limit-based trigger, if it can be setup for time-based (again, let's say 30 minutes after the customer can't be reached), it'll be a far better and more responsive alerting mechanism. We've had this with MX Logic and Proofpoint, two competitors of Symantec Email Security.cloud, and we found it tremendously useful.
Also, if and when said trigger condition occurs, instead of some live person picking up the phone to call the admin, wouldn't be easier for everyone involved if the cloud system just SMS texts the admin's mobile number? (and, perhaps double that effort by emailing said admin also, to his or her personal/secondary email address). And, only call the admin if there's no resolution even after 4 or 8 hours. Right now, I get SMS texts every evening from Symantec Email Security.cloud announcing that Email Encryption Maintenance is in progress and, later, that said maintenance has finished. I personally don't find this particular notification useful, but the point is, Symantec Email Security.cloud system already, on some levels, utilize SMS texting to notifiy/alert customer admins. So, would it be too difficult to apply this SMS alerting mechanism to the above-described connection-to-customer-system-broken type of situation??
Implementing this type of feature is obviously a matter of deploying some developers and cranking out some codes. Please get this done. Symantec Email Security.cloud is behind on its competitors on a number of features as it is.
Regards,
Randall Yoo