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  • 1. What is Mithi SkyConnect?
     

     

    Mithi SkyConnect, an integrated collaboration suite, served off the AWS cloud is designed to provide Secure, Reliable and Real time collaboration for enterprises over multiple communication channels and is helping over 500000 business users globally including companies like IPCA (Pharma), Mahindra and Mahindra, Gini and Jony, etc, to reduce costs and improve their responsiveness as an enterprise. The Service is based on a shared multi tenant model.

    From a Productivity perspective, besides Secure Enterprise Email, Contact management and Calendaring, the suite includes a secure chat/IM app specially designed for Business users and a Video conferencing & screen sharing app, that can cut meetings and travel. The service is accessible from a wide range of popular browsers, mobile devices & desktop apps over open and standard protocols.

    From a Security perspective, the service boasts of a multi layered security framework, which adds on to the security framework provided by AWS to secure the infrastructure components. This framework includes but is not limited to, service level authentication and authorization controls, Identity and Access management controls, Vaultastic (Mail archival for recovery, discovery and compliance) to secure a copy of every mail sent and received, Flow rate controls to protect against crippling DDOS attacks, SSL to secure the network traffic and Secure Mail Flow at the periphery to clean inbound mail and route outbound mail to the external domains.

    From a Performance and Reliability/Availability perspective, the service guarantees an uptime of 99.9% based on an architecture developed on best practices for the cloud and from our years of experience of developing and deploying large collaboration setups in premise on SkyConnect. The infrastructure components are best of breed and and come with built in redundancies and performance guarantees. A 24/7 monitoring outfit of the infrastructure using automated tools and a round the clock dedicated NOC team, which continually scans the data provided by the monitoring system, helps ensure uptime. The Application plays a big role in this with mature scalable engines to process information and with circuit breaker mechanisms built in to ensure uptime.

    Users and customer administrators connect to the service over SLL via the Edge servers to manage and consume the services.

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  • 2. What is Vaultastic?
     

    Vaultastic, the cloud based email archiving solution, stores all archived email data in a search-ready form. Mail, from the primary mail server, is automatically ingested and instantly indexed to enable you to find useful information, lost information and gain insights in seconds, using eDiscovery. As easy as it is to ingest data, Vaultastic is designed to make exporting of data of any size from the archive, easy.

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  • 3. What is Ideolve?
     

    Ideolve provides an easier way to collaborate on ideas and execute initiatives, in the process it helps build deeper team engagement.
    Ideolve makes it easy to get ideas reviewed, gather information, get help in finding solutions, co-develop ideas and plans, helping build a very rich knowledge base that the team can draw on for future reference and reuse.

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  • 4. How mail flow and mail archival works in Mithi SkyConnect?
     

    This particular flow deserves a special mention since the flow of data is with the external world. A critical component of this flow is the Secure Mail Flow engine which is responsible for securing the inbound mail flow.

    Inbound Mail Flow

    Mail from external domains land on the Secure Mail Flow servers of Mithi SkyConnect (MX landing point for all the domains of our customers). These systems connect connect to the SecureMailFlow service over SMTP on port 25 to deliver a mail meant for a domain hosted on Mithi SkyConnect.

    At the periphery, the inbound connections undergo basic reputation checks, such has reverse DNS validations, valid handshake signatures, etc and only if it passes all these tests, a connection is established and the mail accepted.

    Once a mail is accepted into the system, the first check is to see if the mail is carrying a virus. If it is, the mail is immediately quarantined and no further processing is done on this mail.

    If the mail is virus free, the system checks to see if the sender is in the white list of the recipient. If it is in the whitelist, it means that the recipient has marked this sender as a trusted sender and the mails from this sender should bypass any spam checks and be delivered to the inbox.

    If the sender is not in the white list, the system checks to see if the sender is in the black list of the recipient. If it is in the black list, it means that the recipient has marked this sender as a spammer and all mail from this sender should be quarantined without any further checks.

    If the sender is not even in the black list of the recipient, a secondary reputation scan is done using methods such has SPF (Sender Policy Framework), DKIM (DomainKeys Identified Mail), RBL (Worldwide Resource Black lists) etc and the content of the mail is scanned using predefined spam signature patterns, heuristics and other methods.

    Based on these results, a spam score is assigned to the mail. If the spam score crosses a threshold, it is marked as a spam and quarantined or else it is deemed clean and pushed into the inbox.

    A digest report of the day's mail traffic is sent to each user's Inbox. Using this report, the user can verify that the mail detected as spam were actually spam, in his context of operation.

    If the user detects a valid mail, falsely marked as spam, he has the option to release the mail from the quarantine store to be delivered to his inbox and also whitelist the sender, essentially marking the sender as a trusted sender, so that in future, all mails from this sender will not be scanned for spam.

    Once the mail reaches the user's mail server, it is deposited into the user's mailbox.

    Local Mail Flow

    When a local user (belonging to any domain hosted on the Mithi SkyConnect) sends a mail to another local user, the mail is routed via the edge mail servers directly into the other user's mailbox. The flow at this point checks for viruses in the mail and if found, simply rejects the mail (mail is not queued). This flow does not connect to the Secure Mail Flow servers at any point. Besides virus checks, at the point of connection to the edge servers, the connection undergoes various other checks like spoof check (sender in mail should be same as sender in the envelop should be same as user authenticating to send the mail), rate threshold breaches by the user for connections and emails, etc.

    Outbound Mail Flow

    Mail sent by the SkyConnect users (using mobile clients, desktop clients or Baya the web client) to external recipients (users whose domains are not hosted on Mithi SkyConnect), are routed to the Internet via the Outbound Relay (OR) service of Mithi SkyConnect.

    The OR service accepts mail, meant for external domains, from the users and queues them for delivery. These mail are then resolved and delivered to the recipient servers directly from the OR service.

    The OR service on Mithi SkyConnect is configured for maintaining a high reputation of the outbound IPs and Domain names.

    In this flow, the system does not check these outbound mail for spam. It does check for viruses though. In addition at the point of connection to the edge servers, the connection undergoes various other checks like spoof check (sender in mail should be same as sender in the envelop should be same as user authenticating to send the mail), rate threshold breaches by the user for connections and emails, etc.

    When the OR service on Mithi SkyConnect is accepting outbound mail from the users, it controls the flow using a defined rate of mail sending per user. This means that a user is not allowed to send more than a pre-defined number of mail in a single day. This is a DOS (Denial of Service) protection mechanism to control the impact of internal spam attacks, which originate from the users on Mithi SkyConnect. These are typically caused by viruses which hijack desktop clients (typically MS Outlook clients) and pump large volumes of mail into the OR service, without the user's knowledge. The rate control mechanism on the OR service mitigates such attacks when the volume crosses the defined limits.

    Vaultastic (Mail Archival)

    If you choose to subscribe to the Vaultastic (Mail archival) service of Mithi SkyConnect, you can select the set of users, whose mail should be archived. Archival means retaining a copy of every mail sent or received into a separate storage per user to be used for data retrieval and compliance. The archive account of a user is a read only account and can be accessed from Baya to retrieve a mail or restore the entire mailbox. This interjection in the flow applies to Inbound, local and outbound mail flow. Typically mail from the archival are never deleted and retention depends on the storage allocated to the Mail Archive. Please note that this is different from the Archive feature of desktop email clients, which essentially reduce the Inbox size by moving older mail into a separate folder. However in this client based archive mechanism, the control of being able to delete the mail stays with the end user and thus is not very useful for compliance or recovery.

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  • 5. Can we attach user information (Name and Mobile number etc) as signature automatically for all users?
     

    No this is technically not feasible. Normally, when we compose a fresh  mail or reply or forward an email, we expect the signature to be right  below our message. This is why signatures are implemented in the email clients and they come up as soon as you start drafting your email. It is  not possible to insert a signature in the middle of a message during  the flow.

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  • 6. Can we use an alternate port for IMAP, POP and Chat instead of the standard ports specified by you?
     

    Mithi SkyConnect is a shared environment, where multiple customers deploy  and  provide mail and collaboration services to their users. Since the  port  changes are done at the server level, we cannot allow this on our  cloud  service.

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  • 7. Does SkyConnect store personal contacts maintained by a user on the server? After deletion of a user, what happens to the personal contacts maintained by that user?
     

    Yes personal contacts are maintained on the server with each user. If a  user is deleted, the personal contacts are also deleted.

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  • 8. What is the default mailbox size for each user? / What is the Free space provided per mail box ?
     

    In any enterprise, the usage pattern of any two users is typically never the same.

    So while the CEO of a company may have certain requirement in terms of his mailbox size, an executive lower down in the hierarchy may require a fraction of that storage for his mailbox.

    To help you optimize storage purchase (and therefore costs), Mithi’s SkyConnect service offers cumulative storage (as against equated individual mailbox space) for your organization. This model allows you to start from zero, grow organically, and keeps up with different usage patterns of users in different roles, without you having to worry about over-provisioned (and paid for) wasted space, since the service is offered on a pay per use model.

    In addition, this model also considers reduced usage during the month, caused by deletion of the email, attrition of users, and more.

    To prevent runaway use, you can control the usage of each user with individual quotas, to force users to keep their mailboxes within the quota limits.

    E.g. if you are a 5 person organization. You can start the service with a blank mailstore and let each user consume the mailing service. Depending on the role of the user and activity level, each of the 5 users may accumulate varying levels of email data. Let's say, within the first month, the first user accumulates 1 GB, the second one 0.75 GB and the other three accumulate 0.5 GB each. So you for 2.75 GB at the end of the first month. In the second month, the same pattern continues, but one user leaves at the start of the month, and you delete his mailbox. So you pay for 1+1GB + 0.75+0.75GB + 0.5 + 0.5GB = 4.5 GB.

    Learn more about how Pay Per Use works.

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  • 9. What is the maximum size of mail allowed on the servers?
     

    Please refer to following link to know more about the policies governing the use of the email system.
    Mithi SkyConnect SLA: What are the shared policies applicable?
    These are designed to maximize business throughput for all our customers, with emphasis on ensuring zero delay in mail delivery when the mail passes through the servers.

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  • 10. What is the maximum attachment size for a mail?
     

    Read Here  for details on policies applicable to all our customers on the shared infrastructure.

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  • 11. Where is the data stored?
     

    The deployment of your SkyConnect domain is on the AWS data centers either in the APAC region (Singapore) or you can choose to deploy it at the Mumbai AWS data center.

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  • 12. Can Mithi use an already registered domain with other service provider like we have acmecorp.com registered with another company and all mails having email id as xyz@acmecorp.com instead of xyz@mithiskyconnect.com
     

    Sure you can.

    During deployment your custom domain will be created and your user ids migrated.

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  • 1. Does Mithi put any restrictions on number of mail messages sent by a user?
     

    Opening this up is a sure way to get the servers blacklisted. Such mail are detected as bulk and the server IP could get blacklisted. All these configurations are for the benefit of the customers.

    If the server IP gets blacklisted, all outgoing mail will be affected. Thus the number  of  recipients per mail is restricted, please read here  for the exact value. And the total number of mails sent in a day is restricted.

    We assure you that we have experienced it for corporate  use,  our defaults are more than sufficient. A workaround we recommend  is  that you do not use a regular client to send bulk mail. Instead use a  PC  based bulk mail software, which will do a mail merge and send the  mail  via the servers. You can do a search on the Internet for this.  Alternatively, you can subscribe to a bulk mail service provider just to send these bulk mail.

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  • 2. What measures has Mithi put in place to prevent data leakage?
     

    The servers deploy a comprehensive security framework provided by SkyConnect. This ensures that nobody can access  the data  (configuration or mail data) without authentication and  authorization  and only through access protocols. The weak link in the  data access is  the password, which can be kept strong and current with  password  policies in SkyConnect (Minimum password length, password  complexity,  and password expiry). For further details, read the topic Mithi SkyConnect SLA: Security considerations for the hosted servers

    Other aspects are inadvertent data leakage like

    • Sending confidential information to personal email ids.
    • This can be prevented by deploying strong mail policies and disallowing transmission to specific email ids or domains
    • Human   error while composing mail and typing the wrong id (auto complete   without reviewing the email id before sending, is a common cause of  this  error)
    • Abuse of System access and privileges

    For   effective DLP (Data Loss Prevention), a healthy combination of   technology, process and policy must be in place.

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  • 3. What are the password security policies available on Mithi SkyConnect?
     

    Password  complexity can be defined and enforced e.g. password should have 3  alphabets, 2 numeric characters and 1 special character. Minimum Password length  can be specified.

    Password age can be defined. After which it will  expire and force the users to reset their password.

    Password history can  also be defined to dissuade users from reusing recent passwords.

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  • 4. Is it possible to set user wise SMTP rules?
     

    SMTP rules typically are for an IP address and not per user.

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  • 5. How does Mithi's Cloud based Email Service handle SPAM, DoS, UDP, attacks and what is the resolution time?
     

    Typically  IPs get blacklisted when the the outbound relay servers send out spam  and this is detected/ noticed by worldwide blacklist resources. In the case of Mithi SkyConnect, mail access servers are protected from sending spam originating from the network and all outbound traffic is routed via SecureMailflow and is scanned  for viruses to ensure that only clean mail leave the periphery. This  reduces the chance of IP blacklisting down to near zero.

    Since we moved  to this architecture, we've stopped worrying about blacklisting of our outbound IPs. Another thing we care about is the DNS hygiene of our customers. We ensure proper configuration of SPF, DKIM etc to ensure  that the reputation of our customers' domains is very high.

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  • 6. What causes the email domain being rejected by the security appliance or gateway security service at the customer end? How does Mithi's Cloud based Email Hosted service deal with it?
     

    There  could be several reasons for this and the exact reason is best given by  the team supporting that security service or appliance. However,  generally the following points can be considered

    • If  only mail from specific senders of your domain is being rejected, most  likely those email ids are blacklisted on the appliance or these email  ids are sending spam due to which the appliance is rejecting these mail.
    • Due  to continuous spamming activity from your domain or IP address, the  reputation of your source (IP and email domain) becomes poor (possibly  on a rating scale), due to which the mail are rejected by the appliance.
    • The  IP address of your outgoing relay server is blacklisted on the spam cop  sites, which reduces its reputation and may cause the appliance to  reject mail.

    If you notice, the common thread essentially (root  cause) is that there is a lot of spam generated from the domain users  (internal spam). The way to protect against this happening is to ensure  that email originating from your domain is always as clean as possible.

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  • 7. Will Mithi's shared servers IPs be black listed? If so, what measures does Mithi take? How will it affect my mail services?
     

    Due to the security framework  of SkyConnect, such incidents are very very rare. If such an event occurs, we manage this by first tracking the source, blocking it, using  alternate IP addresses to send the mail and then get the original IP whitelisted.

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  • 8. Is my data segregated from other customers data? What mechanisms are in place to prevent My data from being exposed to other customers/ parties?
     

    Yes,  the data is logically separate from the data of other customers. Each Organization who is our customer, has a set of email domains which  contain the entities like Users, Groups, Mail policies,etc. The  basic method used to segregate access across customer data also within a  customer to the individual user is called Authentication and  Authorization.
    In the system, we create a restricted role for each  organization, which allows access only to the data pertaining to the  organization. This role is now connected to the administrators of the  customer. Once they sign into the Application manager (administration  console), they will get a restricted view of the entire data set (that  which pertains to them). This is what we call authorization. Similarly a role governs the use by each user, that restricts them to access only their own data.
    So  once a user signs in (authenticates), the access is governed by roles  (policies) that authorizes them to access only relevant information.

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  • 9. What processes and tools are in place to detect and remedy vulnerabilities?
     

    Mithi  scans the setup using open source vulnerability scanners once a quarter  and plans the changes required to mitigate the high and medium risks on  priority. The solutions are also documented in a central vulnerability  mitigation document for future reference (maybe by our enterprise  customers who deploy servers in premise). If the vulnerability requires a  product fix or an enhancement in the components/OS a request is raised  with the product team. Depending on the rick level, they may choose to  release a patch, or incorporate the fix in the next release or any  subsequent release. Typically high risk vulnerabilities are sorted out  within 60-90 days. In addition, our in premise customers (especially the large and medium  size ones) regularly audit their Connect Xf setups via third party  security auditors. Since the base application is the same on our in  premise deployments and Mithi SkyConnect deployments, these reports are  also used to fix the common vulnerabilities they report.

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  • 10. Can individual users on Mithi SkyConnect get daily spam reports from the system? Can we view all the mail blocked by the Spam checker and release them if required?
     

    The spam and virus report (mail events) for each user (the entire domain)  will be sent to the respective user (if the reports feature is enabled  for the domain). This report will come direct from SecureMailflow and  will have all the details of every mail sent and received, every mail  rejected for spam with reason.

    This report will give options to allow,  disallow email ids and domains and also release mail which are  quarantined in case they are false positives. In addition to this, the IT administrator of the domain has access to the SecureMailflow console, which allows him to search amongst all the mail traffic of the domain, release mail, whitelist, blacklist etc.

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  • 11. Mail groups - Can we restrict the users from sending the mail to a mail group which they are member of and they should only be able to receive the mail which was sent on that group.
     

    Yes. This is possible via mail policies SkyConnect supports extensive mail flow control via policies which can  be applied at a granular level of a user or a group of users (COS-Class  of Service). For more information refer the topic Mail Policies

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  • 12. Sometimes we need to send mails to the 200-300 recipients in one shot. In our system, how can that sender id be prevented from being blacklisted for spam.
     

    Mithi SkyConnect is SPAM intolerant. Every mail incoming and  outgoing is scanned by our clean mail service (SecureMailflow) and only clean mail are allowed in or out. Due to this the system never allows to  relay spam and hence always maintains a very high reputation for its IP  addresses.

    We have very large customers hosted on this setup who  routinely send mail shots to their mailing lists. To put it simply, a  user can send his quota of allowed mail in a day, and as long as the  mail are clean, there is less likelihood of that ID being blacklisted by  the receiving systems as a spammer. For outbound mail, we configure best practice DNS records like SPF to ensure that the reputation of the domain is high.

     

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  • 13. In our environment, Users sometimes need to share their credit card numbers in the email. At no point this information should be available to anyone working on the server (not even in logs). How does Mithi ensure this content security in Mithi SkyConnect
     

    To maintain data privacy, none of the SkyConnect components store any part of the message body in any logs. As a result, no part of the message is visible in the logs.

    Mithi SkyConnect is a multi-tenant SaaS solution, hosting the data of multiple customers on one setup. Thus, the data of each customer is virtually separated and tagged with a customer organization key. As a result, there is no cross over of data.

    Besides, none of our team members have access to your data, which is accessible only to your users via authenticated logins to their self-service portals or email clients.

    For more information:
    Learn how Mithi's Digital Collaboration platform safeguards your critical and private data

    You might also want to study our privacy policy and Terms of service/SLA to learn how we handle your data.

    SkyConnect has tools to intercept, modify or monitor email with sensitive private data such as aadhar card information, credit card information, mobile numbers, and many more. You might find this topic on data leak prevention helpful.

    For your particular use case, it might help to remember that the human is the weakest link in the email fraud chain.

    Hence, while you must deploy security controls, it is not enough. You may want to invest in end-user education to ensure they are vigilant while responding to email.

    Email Phishing – How humans are the weakest link

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  • 14. What security procedures are in place at Mithi SkyConnect to safeguard our information?
     

    SkyConnect security is an integral part of Mithi's cloud digital collaboration platform, which is secured at multiple layers and adheres to industry cybersecurity guidelines.

    The foundation of the entire security system is the act of securing the platform at all layers from the Infrastructure to the Periphery into the Network. Once this foundation is in place and the platform is secured using best practices, the CSOC maintains vigil to ensure that the platform stays secure. This vigil includes periodic VAPT scans via CERT-IN empaneled vendors. In case of any breach or incident discovered, rapid action is taken to arrest the impact of the incident, neutralize the threat and report/escalate the incident in a structured manner with a time-bound long-term prevention plan.

    The Multi-layered security framework and adhering Industry cybersecurity guidelines at a glance.

    Multi-layered Security Framework for Mithi's Digital Collaboration Platform

    Mithi’s Digital Collaboration Platform is built on the AWS cloud platform and leverages the shared security model of AWS.

    Security OF the cloud: AWS operates, manages, and controls the IT components from the host operating system and virtualization layer down to the physical security of the facilities in which the services operate.
    In order to maintain vigilance, AWS environments are continuously audited, and the infrastructure and services are approved to operate under several compliance standards and industry certifications across geographies and verticals. Customers can use these certifications to validate the implementation and effectiveness of AWS security controls, including internationally recognized security best practices and certifications.

    Security IN the cloud: Mithi operates, manages, and controls the digital collaboration platform, which comprises the cloud compute, storage, network resources and their operating systems right up to the applications and services running on this infrastructure. Mithi secures the platform at multiple layers using industry best practices to achieve cyber resilience.

    To maintain vigilance, Mithi deploys a Cyber Security Operations Center to continuously monitor and audit the platform environment to ensure compliance to several standards across verticals such as RBI (Reserve Bank of India), SEBI (Securities and Exchange board of India), IRDAI (Insurance Regulatory Development Authority of India), HIPAA (Health Insurance Portability and Accountability Act) and GDPR (General Data Protection Regulation), which when taken together, create a comprehensive security guideline.

    This white paper explains the multi-layer security framework in greater depth.

    Data Leak Prevention with SkyConnect – Critical for your Security Strategy

     

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  • 15. Do we, as customers, have the access to the information on the servers?
     

    Sure  you do. You can access all your information via authenticated and  authorized accesses services like POP, IMAP, HTTP, XMPP etc. Selected  people from your team can also be given restricted or complete  administration rights to access the properties of the users and groups.  However since the servers are shared, command line access to the server  console will not be available to your team. For any back-end access to  your information, logs or store, you may request for the same to our  help desk, who will do their best to help you out, under the preview of  the SLA.

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  • 16. I received a mail from my chairman, but he didn't send it.
     

    Email Spoofing Situation - A user of our customer's domain, received a mail from his chairman, with some instructions. Consequently, the user responded to the email with the required information, before realizing that the mail was actually not from the chairman.

    This method is a common attempt to phish information from unsuspecting users by impersonating an authority figure like a boss or a regulatory agency.

    The mechanics of how this works and its resolution have been well explained here.

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  • 1. What are the limitations of the hardware as the organization grows?
     

    Our  team continually monitors the hardware capacities and is ready to add  resources (scale out) as the load grows. Thus once a server fills up to  capacity, we provision for scale out.

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  • 2. I am using the Endurance solution with an in premise mail archival server, can I shutdown the server every night?
     

    The  in premise mail archival server (for the Endurance subscription) is the  landing point for all archived mail from the Mithi SkyConnect service  on the cloud and if this is switched off the archived mail will be held  in the queue on the cloud servers for the defined queue life time. While  technically it doesn't matter if the server is switched off for a  while, we still recommend that this server/facility be designed to keep  this server running 24/7 for the following reasons:

    1. All  the Automatic Maintenance jobs like Backup, Clearing old data, Log  Rotation, etc of the server happens in non production hours. If the  server is off during these hours, these jobs will not execute and will  result in an unstable server environment.
    2. The  archived mails from the Mithi SkyConnect service will get stuck in the  queues of the Cloud servers, if internal server is switched off. Once  the server is powered on, these queues may need a flush manually to  expedite their clearing, impacting the bandwidth during this period due  to the rush of piled up mail.
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  • 3. Is there a threshold to sending mass-mails per user or are there some users who can be given rights to send unlimited mails?
     

    There  is an email ID based rate control, which auto blacklists an email ID if  it attempts to send more than the threshold mail a day. The blacklists  are reset at 12 midnight. Some users can be exempted to send more mail  than the threshold, but that too is a limit. There is no way to allow  unlimited mail a day for any user.

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  • 4. If the mass mailing is detected, whether that mail ID is blocked or complete domain gets blocked?
     

    Only the email ID is blocked, and only until 12 midnight, after which it is automatically released.

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  • 5. As your server is a shared server for your clients, will mass mailing by any other client affect my mailing services?
     

    We  have taken care to design the system such that there is minimal or no  impact of the activities of other users/domains on any other domain.  This is the exact reason why the system works under published specified  policies.  Read topic Description and Scope of the Mithi SkyConnect service for more information.

    In addition our team monitors these servers and parameters 24/7 and  receive alerts if any parameter like queue size grows beyond the  threshold. We then take necessary corrective action.

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  • 6. On the hardware, how much memory is loaded to ensure performance?
     

    Our servers are dual quad core with 16 GB RAM, which is over-sized to provide adequate headroom for expansion or bursts.

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  • 1. Can we disable mobile access for certain set of users in SkyConnect?
     

    SkyConnect supports standard protocols for services, which are used by the  clients, both desktop and mobile. Since the last mile connection to the  services happen over the same protocols, irrespective of where the  connection comes from (desktop, mobile or web), it is not possible to  enforce a policy for disabling mobile access for certain users.

    The  workaround to this is to allow such users only web client access and  disable their POP/IMAP completely. This will ensure that these users  cannot access their mail neither from mobile nor from desktop clients  like Thunderbird or MS Outlook.
    User set 1: Web client access only, no mobile, no desktop client access
    User set 2: Web client access, mobile access, desktop client access
    User set 3: No Web client access, mobile access, desktop client access.

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  • 2. Can the Address book be replicated / synced as local contacts in MS Outlook / Thunderbird?
     

    The clients (MS Outlook, Thunderbird, Mobile Devices) can sync the global address book to the local address book via LDAP.

    Refer Mithi SkyConnect Help Center to know more about how to configure this.

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  • 3. Can we configure this mail services in Microsoft Outlook, if internet services are running thru proxy server or datacard or direct or all of them connectivities.
     

    Yes  surely you can.

    The only requirement is that the firewall in your  office should allow the requisite ports viz. 25 (SMTP), 110 (POP),  143 (IMAP) and LDAP (389). If you are using data card, then these ports  are normally open.

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  • 4. Is it possible to achieve syncing of Inbox, Sent , Delete, Junk, Outbox item folders with all the hand-held devices like Android / BlackBerry / iOS base (Any version). Can a user use MS Outlook, Outlook Express, Windows Mail, mobile client and the Baya client
     

    The clients (MS Outlook, Thunderbird, Mobile Devices) can sync the global address book to the local address book via LDAP. Refer Mithi SkyConnect Help Center to know more about how to configure this.

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  • 1. How does Mithi SkyConnect address complaints of "Mails not getting delivered at all"?
     

    This is not normal in a well configured and well resourced system.
    However, in case there is are complaints of mail loss, you would need to raise a ticket with our helpdesk with all the possible details like sender email id, recipient email id,  subject if possible, etc, who will trace the same transaction from the  logs to present the facts as a report. Note that this is possible to do  only for the number of days of retention of the logs (which is 30 days  for Startup Email) and only within the perimeter of the SkyConnect setup, i.e. if the complaint is that the mail was sent to an external  recipient but did not reach, we can confirm that the mail was indeed  delivered to the recipients MX landing point, but cannot provide details  beyond that point.

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  • 2. How does Mithi SkyConnect address complaints of "Mail not received on my domain."?
     

    This is not normal in a well configured and well resourced system.
    However, in case there is are complaints of mail loss, you would need to raise a ticket with our helpdesk,  with all the possible details like sender email ID, recipient email ID,  subject if possible, etc, who will trace the same transaction from the  logs to present the facts as a report. Note that this is possible to do  only for the number of days of retention of the logs (which is 30 days  for SkyConnect).

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  • 3. How does Mithi SkyConnect handle "Huge delay in mails getting delivered"?
     

    This is not normal in a well configured, well resourced and well monitored system.
    To  prevent such situations which link back to large number of mail in the  queue, SkyConnect is configured with the spam control features, mail  policies, mail flow controls, and other controls, which essentially  enforce disciplined use of the resources. However in the case of any  eventuality, our servers are monitored by our engineers and by automated  tools 24/7, and any parameter crossing thresholds, receives due  attention by our staff to diagnose and fix.

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  • 4. How does Mithi SkyConnect take a daily mail store backup? How does Mithi SkyConnect handle Daily log archiving/ Backup and Daily Configuration backup?
     
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  • 5. How is mail box quota managed on Mithi SkyConnect?
     

    In  any enterprise the usage pattern of any two users is typically not the  same. So while the CEO of a company will have certain requirement in  terms of his mailbox size, an executive lower down in the hierarchy will  require a fraction of that storage for his mailbox.

    Mithi's SkyConnect  offers cumulative storage plans (as against equal individual mailbox  space) to its customers such that the entire storage requirement of an  organization (or domain) is optimally distributed across all users as  per their individual requirements thereby minimizing the unused storage.  This allows you to only provision what you need TODAY, keep a watch on  the overall usage, and buy more storage incrementally on demand. Pay  only for what you need and pay as you go.

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  • 6. Can my team view the Mail server's live health console?
     
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  • 7. What is Mithi's Business continuity plan in case of disaster on Mithi SkyConnect?
     
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  • 1. How does Mithi SkyConnect handle Log analysis, Support during security related incident investigation, Email tracking and IP tracking?
     

    You would need to raise a ticket with our help-desk, with all the possible details like sender email ID, recipient email ID,  subject if possible, etc, who will trace the same transaction from the  logs to present the facts as a report. Note that this is possible to do  only for the number of days of retention of the logs (which is 30 days).

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  • 2. How is Mithi going to address emergency support after office hrs, weekly off, public holidays / festivals ?
     
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  • 3. What is the Escalation matrix with emergency contact details?
     
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  • 4. What is the Time for response and resolution for a support ticket?
     
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  • 5. How would my data about users and the mail get transferred if we terminate the contract?
     

    We  can provide the configuration data of all users and groups via a CSV  export. Mail data would need to be downloaded using POP to your desktop  clients.

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  • 6. What would happen to our service / contract in the condition if Mithi is taken over by some other entity?
     

    Hopefully  when this happens, the other entity would continue running the service,  in which case you have an option to continue or migrate to any other  provider.

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  • 1. Whether we have to make payment for 100 users at one go or is it on a pro-rata basis?
     

    SkyConnect (and other Mithi SaaS products) are available on a pay per use basis.

    This means that you don't buy anything upfront, there are no contracts and no minimum commitments.

    Once you sign-up and start using our products, our systems will record your usage on a daily pro-rata and bill you pay only for what you used, at the end of the month.

    This will also track growth in usage and shrinkage in usage and adjust the bill accordingly. Learn more about how Pay Per Use works.

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  • 2. Can I have my billing cycle to be Quarterly in advance?
     

    We have simplified the entire consumption and billing process for our customers by moving to a pay per use model.

    In this model, you don't buy any resources upfront and instead go about using the service, grow or shrink as your workload changes and pay only for what you use at the end of the month.

    Learn more about how Pay Per Use works.

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  • 3. What are the warranties offered on the Email service?
     

    Mithi offers an SLA backed cloud email and collaboration service guaranteeing uptime, performance, and functionality.

    You can refer to the "Remediation" section and the "Description of our services" sections of the SLA to learn more about the guarantees.

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  • 4. How does the pay per use billing model work?
     

    You can learn more about how Pay Per Use works here.

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  • 5. How does Pay per use benefit me as against annual contracts?
     

    As against annual contracts, in the pay per use model, you don't pre-purchase any resources. You simply start using any or all of our products. At the end of the calendar month, you would get a prorated bill based on your consumption during the month. The min unit for proration is 1 day.

    Our billing dashboard will show one entry per customer per day for all products and the invoice will be made by totaling the actual usage per day. This will take care of storage growth and deletion within the month, user addition and deletion within the month and plan changes within the month (upgrading or downgrading any user's plan).

    Compare this to annual contracts, where you have to provision and pay upfront for resources you are still to consume during the year.

    Top benefits:

    - Optimize costs by Paying only for what you use
    - Consume first and pay later (no advance payment or commitment)
    - Pro-rata by day - handles growth and shrinkage of storage, users, and plans
    - Aligns to a calendar month to simplify accounting
    - No time bound contracts
    - No headache of pre-deciding volumes and then struggling to re-order when the license is consumed.
    - Can add and delete users, storage at will without contacting us. Simpler faster customer experience.

    You can learn more about how Pay Per Use works here.

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  • 1. Can multiple domains be managed via a single administrator console?
     

    Mithi SkyConnect support Multi-tenancy, which means you can host  multiple domains on the same server, while keeping them totally  independent of each other. All these domains can be managed by the  administrator console (Application Manager) which also supports role based administration,  and allows you to define a limited set of administration functions for  different people. Using this, you have the flexibility to make one  person as the manager for a single domain, a set of domains or all  domains.

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  • 2. How can we add new employees to an existing DL?
     

    The  administrator has to add the employees manually in the respective DL’s.  This is typically done as part of the provisioning process. Please note  that if you delete a user/employee, the same will be automatically  removed from the DLs

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  • 3. Can we block the mail forwarding feature?
     

    Yes, we can restrict the mail forwarding feature for a set of users or all users via the admin console.Besides  restricting email forwarding, the advanced admin console (Application Manager) allows  you flexibility to control the set of features available to a user, set  of users or all users , e.g. you can restrict mail flow to certain  domains or email ids, block receipt of mail from certain domains,  restrict chat feature for few set of users, or block certain e-mail  address, etc

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  • 4. If an employee leaves the organization and the manager needs the access to his e-mail, how can he do that?
     

    There are essentially two types of mail access by end users and thus two basic ways to get at his mail after he leaves.

    1. Via POP  in which the user will download mail from the server on to his client,  and then he is free to work with his mail the way he likes. The mail  will be typically be stored in a PST file (for MS Outlook) or an mbox  structure for Thunderbird, or the local format of any other chosen email  client. In this scenario, there is normally no mail left on the server.
      After  an employee leaves, the only option you have is to access the  employee’s PC and save the local mail files (PST file, mbox or whatever  format). These can then be imported into another user’s desktop client  so that user can get access to these mail.
      The limitation with this  approach is that, it is quite likely that you may not get much/all mail  from the user’s PC, since it depends on the actions taken by user to  manage his mail. Also we have observed that when employees leave, they  delete all their mail and go. Lets not forget the operational  difficulties for the administrator in this approach.
    2. Via IMAP,  in which the user will connect via MS Outlook, Thunderbird of any other  client which supports IMAP. In this scenario, the mail resides on the  server and the client only caches a copy to the local PC. This cached  copy is also stored in a PST (MS Outlook), mbox (Thunderbird) or  whatever local store format depending on the chosen client.
      After an  employee leaves, you can get complete access to the mailbox from the  server itself. The mail can then be copied to another active user’s  mailbox in another folder.
      However, this approach suffers the same  limitation as the one described above for POP. The content of the  mailbox depends on how the employee left it.

    SkyConnect's Personal Archival  is the only way to get a complete handle on an employee’s unaltered  mailbox state. Using this approach, we configure personal archival for  all employees so that a copy of every mail sent and received by the  employees is deposited into the corresponding personal archive account  of that employee and that account is read only. The mail in these  archive accounts are retained for the specified duration (typically a  year or more). If an employee leaves, no matter what is the state of his  live mailbox at that point, you can get complete access to every mail  sent/received via the employee’s archive account.
    You now have the  option to provide complete access to the employee’s archive account to  another active user or else copy all the mail from the archive account  to a personal folder of active user’s mailbox.

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  • 1. What backups are done? How frequently are they done? Where is the Data backed up to? How long does it take to restore?
     
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  • 2. What is the Disaster Recovery procedure?
     

    Check out the topic links mentioned below for more details on this.
    * Mithi SkyConnect SLA: Business Continuity and Disaster recovery

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  • 3. How do you ensure that the IPs of your outbound servers are not blocked in popular RBL sites
     

    Typically  IPs get blacklisted when the the outbound relay servers send out spam  and this is detected/noticed by worldwide blacklist resources. In the  case of Mithi SkyConnect, all outbound traffic is routed via SMX and is  scanned for virus and spam to ensure that only clean mail leave the  periphery. This reduces the chance of IP blacklisting down to near zero.

    Since we moved to this architecture, we've stopped worrying about  blacklisting of our outbound IPs. Another thing we care about is the DNS  hygiene of our customers. We ensure proper configuration of SPF, DKIM  etc to ensure that the reputation of our customers' domains is very  high.

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  • 1. What is Mithi SkyConnect?
     

     

    Mithi SkyConnect, an integrated collaboration suite, served off the AWS cloud is designed to provide Secure, Reliable and Real time collaboration for enterprises over multiple communication channels and is helping over 500000 business users globally including companies like IPCA (Pharma), Mahindra and Mahindra, Gini and Jony, etc, to reduce costs and improve their responsiveness as an enterprise. The Service is based on a shared multi tenant model.

    From a Productivity perspective, besides Secure Enterprise Email, Contact management and Calendaring, the suite includes a secure chat/IM app specially designed for Business users and a Video conferencing & screen sharing app, that can cut meetings and travel. The service is accessible from a wide range of popular browsers, mobile devices & desktop apps over open and standard protocols.

    From a Security perspective, the service boasts of a multi layered security framework, which adds on to the security framework provided by AWS to secure the infrastructure components. This framework includes but is not limited to, service level authentication and authorization controls, Identity and Access management controls, Vaultastic (Mail archival for recovery, discovery and compliance) to secure a copy of every mail sent and received, Flow rate controls to protect against crippling DDOS attacks, SSL to secure the network traffic and Secure Mail Flow at the periphery to clean inbound mail and route outbound mail to the external domains.

    From a Performance and Reliability/Availability perspective, the service guarantees an uptime of 99.9% based on an architecture developed on best practices for the cloud and from our years of experience of developing and deploying large collaboration setups in premise on SkyConnect. The infrastructure components are best of breed and and come with built in redundancies and performance guarantees. A 24/7 monitoring outfit of the infrastructure using automated tools and a round the clock dedicated NOC team, which continually scans the data provided by the monitoring system, helps ensure uptime. The Application plays a big role in this with mature scalable engines to process information and with circuit breaker mechanisms built in to ensure uptime.

    Users and customer administrators connect to the service over SLL via the Edge servers to manage and consume the services.

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  • 2. What is Vaultastic?
     

    Vaultastic, the cloud based email archiving solution, stores all archived email data in a search-ready form. Mail, from the primary mail server, is automatically ingested and instantly indexed to enable you to find useful information, lost information and gain insights in seconds, using eDiscovery. As easy as it is to ingest data, Vaultastic is designed to make exporting of data of any size from the archive, easy.

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  • 3. What is Ideolve?
     

    Ideolve provides an easier way to collaborate on ideas and execute initiatives, in the process it helps build deeper team engagement.
    Ideolve makes it easy to get ideas reviewed, gather information, get help in finding solutions, co-develop ideas and plans, helping build a very rich knowledge base that the team can draw on for future reference and reuse.

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  • 4. Can I extend my trial period beyond 15 days?
     

    Sure you can. Please write in to support@mithiskyconnect.com mentioning your trial ID and our helpful support staff will bump up the trial period by another 15 days.

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  • 5. Is Internet Access required for Mithi SkyConnect?
     

    Yes. The Mithi SkyConnect service is hosted on the cloud and is accessible only over the Internet.

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  • 6. During the trial period, I may need extra help to setup MithiSkyconnect. Who can help?
     

    If you need more help or need to talk to the support team person, please open up a discussion on drop us a mail at support@mithiskyconnect.com and our helpful engineers will connect with you to sort out any difficulty you may be facing.

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  • 7. What are the admin applications and how do I access them?
     

    Click here to know the list of collaboration applications accessible using SkyConnect.

     

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  • 8. What are the end user applications and how do I access them?
     

    Go through the link to know the collaboration applications available to access by the end users.

    Access the online help for configuration of the account on your mobile or desktop.

    Refer the link to access online help in Baya V2 / Baya V3.

     

     

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  • 9. How can I evaluate SkyConnect?
     

    There are multiple ways you can evaluate SkyConnect. The table below lists the various options. If none of these options are suitable for you, get in touch with us to schedule a live demo.

    Live Demo Free Trial Get Started
    (Live trial on own domain)
    Live trial on a Mithi domain
    Description Access to a pre-populated demo account on a skyconnect domain. Access to 2 trial ids on the mithiskyconnect.com and corresponding vaultastic domain Create your own domain on Mithi SkyConnect Evaluate using pre-created domain on SkyConnect
    Suitability For a quick idea of the capability and look and feel of SkyConnect end user and admin interfaces For a full evaluation of the SkyConnect & Vaultastic end user capability For a full evaluation of end user, admin capability and on-boarding processes For a full evaluation of the SkyConnect end user and admin capability
    Limitations
    1. Single shared account, may be accessed by other evaluators at the same time.
    2. Read only access to the domain admin panels
    Read only access to the domain admin panel
    1. Domain should be registered by the customer
    2. Domain should not be in use
    3. Delay in getting the domain provisioned
    1. Domain access available when not in use by another customer
    2. Domain access available for a limited period
    Steps
    1. Click on the Live Demo link on the main menu of www.skyconnect.mithi.com
    2. Enter your email id, verify it using OTP and login to the pre-populated demo account.
    3. Make a note of the URL for future Use
    4. Check the look and feel of Baya V3 – the web client for email, contacts, calendar and tasks application
    5. Check the look and feel for the domain administrator interface (read only access)
    1. Click on the Free Trial link on the main menu of www.skyconnect.mithi.com
    2. Specify your email id, mobile number, verify your email id using the security code
    3. Open the mail with the credentials to the free accounts
    4. Evaluate solution
      • Access SkyConnect accounts via the web client, desktop and mobile clients
      • Evaluate Vaultastic
      • Access the read-only domain admin panel
    1. Click on Get Started on www.skyconnect.mithi.com
    2. Enter details
    3. Domain will be provisioned in 2 working days
    4. Schedule a con-call with the on-boarding specialist for next steps
    5. Evaluate the working of the domain
    1. Contact a Mithi sales team for access to a pre-configured domain on Mithi SkyConnect.
    2. Access the domain with the credentials sent by mail
    3. Access SkyConnect accounts via the web client and desktop and mobile clients
    4. Access the domain admin panel to create users, groups and set their policies

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