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Contenido 1. Can I protect any type of mail account with your service? ................................................................. 3 2. How can I sign up your service?........................................................................................................... 3 3. What PANDA MANAGED EMAIL PROTECTION do with the detected spam in my account? ............... 3 4. I forgot my password. What can I do then? ........................................................................................ 3 5. How to import my Contact List to my control panel? ......................................................................... 4 6. What should I do if a validate mail has been detected as SPAM? ....................................................... 4 7. How can I change the password of my protected account?................................................................ 4 8. Export direction book in Microsoft Outlook 2002 ............................................................................... 5 10. What type of filter should I choose? ............................................................................................... 5 9. What if the filters are mistaken? ......................................................................................................... 5 10. What advantages and what are the differences between your services and other anti-spam

program? ......................................................................................................................................... 6 10. How does your service know that one mail is Spam? ..................................................................... 6 11. It will take longer time to receive mails through your Server? ....................................................... 6 12. What is the Notifier? Do I have to install it to access to your service? ........................................... 6 13. How does the Notifier work? .......................................................................................................... 7 14. Can I install the Notifier in all the equipment where I can read my mail, or it can be installed just

once? ............................................................................................................................................... 7 15. Which is the duration of the service? ............................................................................................. 7 16. Can I decide to mark certain of my contacts as spam in PANDA MANAGED EMAIL PROTECTION

service? ............................................................................................................................................ 7 17. What are POP3 and SMTP? ............................................................................................................. 7 18. Can PANDA MANAGED EMAIL PROTECTION service eliminates virus in my computer? ................ 8 19. What is spam? ................................................................................................................................. 8 20. Which is not considered as Spam? .................................................................................................. 9 21. How do I acknowledge before the demo's expiration?................................................................... 9 22. What happens after demo’s expiration? ......................................................................................... 9 23. After registering in your service, I can’t send emails from my mail reader. ................................... 9 24. What happens to the detected mail by your service? .................................................................... 9 25. If I have one domain with several mail accounts, when register in your service, do I have to

configure the filters of the whole domain or account by account? .............................................. 10 29. If I have my account redirected, the mail filter system can be implicated in both? ..................... 10 30. How can I download mails from several computers? ................................................................... 10 31. Can your service protect Hotmail account? .................................................................................. 10 32. Does your service change the file structure of my mail reader?................................................... 10 33. What is the validation message and how can I change it? ............................................................ 10 34. What to do if I don’t use any mail reader? .................................................................................... 11 35. What is MX registration? ............................................................................................................... 11 36. What are the reports? ................................................................................................................... 11 37. In which language will be the validation message? ...................................................................... 12 38. What are Personalized Filters or Rule Engine?.............................................................................. 12 39. The Notifier doesn’t work, what are the possible reasons? .......................................................... 12 40. What is the trust list? .................................................................................................................... 12 41. I want your service to protect my domain, but I don’t want some accounts to be filtered. What

can I do? ........................................................................................................................................ 13 42. In which way can I create all the users of my domain in your service? ........................................ 13

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1. Can I protect any type of mail account with your service?

The Panda Managed Email Protection protects the whole domain, providing the possibility of cancelling the filter for those accounts desired in the domain.

2. How can I sign up your service?

If you want to apply for a free demo, you can ask for it to your usual distributor or though our web site home. Please make contact with the Sales Department or IT distributor:

3. What PANDA MANAGED EMAIL PROTECTION do with the detected spam in my account?

When our service detects a message as spam, it will be stored on the Spam folder, so you can recover the wrong classified messages when desired. You can recover these mails from the control panel, the Notifier or from the spam mail report. The detected Spam mail will be stored for 15 days. Afterwards, it will pass to recycle bin and it will be eliminated the same day definitely. 4. What should I do if validated mails are considered as SPAM? If you activated the automatic filter mode, you can process the following actions: Create a white list of your contacts. You can export your contact list from your mail reader and import the white list to our service. All added directions or domains in the white list will always be considered as validated message. Reduce the level of the filter It should know that the minor the number is the less strict the anti-spam filter will be. Create personalized filters from your control panel. You should indicate all the characteristic of the validated mail to our service You can find this option in Configuration, menu Personalized Filters. Check if the detected mails are defined as Distribution List or bounces. In this case, you should choose DELIVERY in Lists and Notice which is in the category Configuration in your control panel.

4. I forgot my password. What can I do then?

The passwords can be different from the one used in the mail Server. You can recover the password through ‘Have you forgotten your password?’ which you can find it in ACCESS from the control panel or ask for it to your administrator.

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5. How to import my Contact List to my control panel?

To facilitate the maintenance of your white list of the validated senders; you can simply import your contact list via the control panel. Thus, there will be no need to enter one by one, either the validated senders or the not preferred senders filtered by PANDA MANAGED EMAIL PROTECTION. Steps to follow: Export your contact list from your mail reader program as a file format CSV, means, one file with dot in the name (.csv) If you don’t know how to export the CSV file, you can consult in our FAQ, where you will find the suitable solution. Once this file is created and saved in your hard disk, you should access to the control panel and go to My Lists and in Validate Senders you will find the option Import the list of senders or the contact lists. Click Exam and search the “.csv” file created before. Once finished the download, click Process. Now you have all the senders in your white list and our anti-virus service will work on them but not the anti-spam.

6. What should I do if a validate mail has been detected as SPAM?

If your validate mails are detected as SPAM, you can inform our service so that the system can acknowledge the features of these mails and won’t block them in the future. Choose the option “No Spam” if you want to recover just these mails. Choose the option “White list” if you want to recover all the mails from the validate senders. There are three methods to indicate the service: Though the Notifier: if you have the Notifier installed, go to SPAM, mark the questioned mail and choose de option you want (No Spam or White List) From the control panel, access to the Spam mail box, mark the mail you want to recover and click the button No spam or White list, according to your will. From the spam mail report: just click the option to recover the mail (Recover or White list)

7. How can I change the password of my protected account?

Go to your control panel, then the option Configuration, menu Account data and then change the password in the option Password. If you cannot find this option, then make contact with your administrator to change the password as you wished. Export direction book in Outlook Express 6 Open Outlook Express Go to File, Export, Direction book Choose the type of export and choose “Text file (.csv)”. Next click Export and choose where to save the file. In the final window, only mark Email address. If choose other option will provoke problems when import the contact list into the control panel.

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8. Export direction book in Microsoft Outlook 2002

Open Microsoft Outlook 2002 Go to File, Import and Export. Choose Export file and click Next. In order to import your contact list into our service, you should choose the file type of CSV (with a dot before the name, eg: .csv) (Windows). Choose the file you want to export, Contacts. Indicate where to save the file with your contacts. Finally, click Finish.

10. What type of filter should I choose?

The filter method chosen will depend only on your preferences and the time you have available for your antispam system’s management, since both modes are highly effective: Automatic filter mode: When our service receives one mail, the system analyze it and depending on a established numeric classification, it’s considered as spam or not. (You can choose the level of protection) The implicated filters are personalized permanently. One user’s validate filer may not be correct for other user. If any of the messages have been detected wrongly, user can always recover them. With minor number, the less strict the filter is. And vice versa. For example, the filter with level 5 detect less spam compare to the level 7, although this also depends on the quantity of spam received by the Server. Guaranteed filter mode: Check and verify the messages, to exam if the senders are from the list of senders or the list of validated domains (white list). Any sender who is not from the list will receive a validation message. Just by clicking on the validating message link, the sender will be added into the white list and all his/her mails will be delivered automatically to you by PANDA MANAGED EMAIL PROTECTION Server. This sender won’t need to be validated by the system again. In our service, it is available the use of Black and White list where you can configure the sender and validated domain (messages just pass through the anti-virus filter) and those not validated (those one are considered as unwanted mail or spam).

9. What if the filters are mistaken?

All the mail considered as no validated messages will be stored in one file (SPAM o Spam mail) which you can access any moment you want and check if there contains valid messages. There is no need to worry about if the filters mistake and classify validated mails as spam. These won’t be eliminated during some time so the users can recover them if needed. They can process the recovery through the control panel, from the Notifier or the reports.

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10. What advantages and what are the differences between your services and other anti-spam program?

The main difference is that our program is service not software. We are the leading company in the area for sure. Being a service implies a series of advantages besides a solution through software: No installation required: won’t slow down the equipment and no obligation of learning any program. Permanent and transparent update: we are in charge of protecting users from new virus, spam, etc., without users’ intervention. Mobility: you can not only access to your account from your office but also from your cell phone, cyber coffee, your home or wherever. Your mails will be always well protected. It is the solution of “configure just once”.

10. How does your service know that one mail is Spam?

Thanks to a series of filters, from the connection with the mail servers to the content analyze, the system will detect any suspected message. You can get some details in the category TECNOLOGY from our web site.

11. It will take longer time to receive mails through your Server?

Yes. It will take some time since the messages have to be filtered by our system to be analyzed and check if there are virus and if there are spam messages. In any case, is a non perceptible delay.

12. What is the Notifier? Do I have to install it to access to your service?

The Notifier is a small program (with 2 MB more or less), similar to the messaging programs, from where user can control and protect his account without having to access to the control panel. Once installed this program, user will have it within sight and with just with a click, the user can pass the validated mail to spam or vice versa, and can read emails received on the different mailboxes before download them to PC. It is an optional program to improve the service utility but it’s not necessary to use PANDA MANAGED EMAIL PROTECTION. If you are an administrator of a domain or you have several accounts protected by our service, you can add them to the Notifier and control all of them . At this moment, the Notifier is only compatible to the Windows® operating system.

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13. How does the Notifier work?

Once the Notifier is installed, it will be shown as a small icon in the system file, which will blink when there’s any activity regarding your messages. It shows different notices: incoming new email, virus presence notification, emails that cannot be delivered or destinations that doesn’t exist. The Notifier offers some very intuitive menus and allows us to access to all the service options, saving time from accessing to the control panel. To begin with, you can administrate your accounts (add news, modification or eliminations) and change one to another with just a click. You can manage the messages, marking them as validated or not validated mail or even removing them. Moreover, you can administrate the lists, adding or eliminating validated or not validated mail addresses or senders. From Notifier, you can configure the filter mode (automatic or guaranteed), and also the level of the filter system in case of the automatic filter mode. There exist the Fast access buttons. These accessed can be also found in the control panel.

14. Can I install the Notifier in all the equipment where I can read my mail, or it can be installed just once?

The Notifier can be installed in all desired PCs, but only one of them will be connected to the Server. If you have two Notifiers in two different Computers, and we initiate the first one with its Notifier working, and after that we initiate the second computer and it’s Notifier, the first one will be disconnected since only one connexion is possible to the Notifier Server.

15. Which is the duration of the service?

Our service contract is valid during one year and it will renewal automatically except the expressly renewal negative from our client. In case of the demo, the service duration will be 30 days.

16. Can I decide to mark certain of my contacts as spam in PANDA MANAGED EMAIL PROTECTION service?

Exactly! By configuring the black lists, the user can decide which sender is considered spam, as well as to define which domain is spam or not. You can find the black list from My Lists in the control panel.

17. What are POP3 and SMTP?

It is called as incoming mail Server POP3 where you access to download the incoming mails. The outgoing server SMTP is the Server which receives mails for you and also deliver the mails sent by you to other SMTP servers.

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18. Can PANDA MANAGED EMAIL PROTECTION service eliminates virus in my computer?

Our service does not eliminate viruses from the computer. The antivirus incorporated in our service is applied to inbound mail to your account. The antivirus engine in Panda Managed Email Protection has two operational modes which you can select. Virus quarantine mode If the antivirus detects infected mail (with viruses), it moves the message to the virus quarantine managed by the administrator and sends you a notification with details of the infected email.

Administrators can view, forward or delete all infected emails in the virus quarantine. - Emails remain in this quarantine for the same amount of time as in the spam quarantine, after which they are automatically deleted. You can, through the control panel in the Settings tab, Lists and Warnings menu, decide whether you want to receive these reports sent by our service when infected mail is detected. If the antivirus does not detect any viruses in mail sent to you, these messages will be analyzed by the rest of the anti-spam filters. Automatic mode If the antivirus detects infected mail (with viruses), it deletes the message and sends you a notification with details of the infected email. You can, through the control panel in the Settings tab, Lists and Warnings menu, decide whether you want to receive these reports sent by our service when infected mail is detected. If the antivirus does not detect any viruses in mail sent to you, these messages will be analyzed by the rest of the anti-spam filters.

19. What is spam?

We define as spam or junk mail, these messages which aren’t requested by the user, usually containing advertising, which are sent in massive quantities, and which are harming the recipient in several ways. The action of sending this kind of messages is called spamming. Most of spam is constituted by advertising, mostly from doubtful products or service on the edge of law. Anyhow, sometimes the spam can be very subjective since non desired mails for one user can be useful messages for another one.

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20. Which is not considered as Spam?

Not considered as Spam: Newsletters or distribution lists in which the user has been registered. Advertising Opt-IN with user’s consent. Information /company press where you have validated or registered some service. All those mails sent by validate senders from your White list. In the case that you don’t want to receive these messages, it is recommended to unregister. This can exclude the related messages that you don’t wish to receive in the future. If unregister is not available, our service gives the option of retain this kind of messages. There operation can be done through the control panel: Configuration, menu Lists and Notice. You can also personalize the filters or the black list to those unwanted mails.

21. How do I acknowledge before the demo's expiration?

The Sales Department will be in contact with you before the service expiration in order to offer you the different possibilities to contract our service and information about special offers if available.

22. What happens after demo’s expiration?

The Sales Department will be in contact with you before the service expiration in order to offer you the different possibilities to contract our service and information about special offers if available.

23. After registering in your service, I can’t send emails from my mail reader.

Our service will only possibly affect the incoming and delivery mail to your mail reader not to the mail sending. In this service, to modify the configuration won’t be necessary.There’s only one needed thing that should be changed, which are the MX registrations in your DNS server. Our services will only possibly affect the incoming and delivery mail to your mail reader not to the mail sending.

24. What happens to the detected mail by your service?

In this service, the mails will arrive at our servers first where we do the filter and analyze. Once the mail pass through our filter system, if it’s marked as valid, it will be delivered to your mail server where you can download it to your mail reader. All the mails, delivered (validated) and no delivered (spam) remain accessible from the control panel or the Notifier in case user wants to recover them or change the status (change spam to validated mail or vice versa).

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25. If I have one domain with several mail accounts, when register in your service, do I have to configure the filters of the whole domain or account by account?

The filters can be configured individually or globally, making changes just for a concrete domain of for the whole company (one company can have more than one domain protected in the same control panel). 28. Can I copy the White and Black lists to the other account which I want to sign up your service? If so, how can I do it? Both services have the possibility of exporting the White list to the other account. Also you can have a white/black list for one domain or all domains of the same company.

29. If I have my account redirected, the mail filter system can be implicated in both?

In this service, according to their own functioning, the redirection for mail account A to B will have result alter our filters have filtered A and B separately and it has been delivered to the mail server It is important to remember that in these services all accounts and alias from a domain must be in order to receive emails.

30. How can I download mails from several computers?

In order to download messages from our service (or from your mail server) to several Computers, you should activate the option of leaving messages’ copies in the Server for all mail readers in all computers where you want to download the same mail. For example, if you use Outlook Express, you should indicate this in: Menu Tools, Account Select the account you want to protect and click on Properties In Advanced options, choose the option Keep one messages copy in the Server If use it on another client’s mail reader, the configuration will be similar. 31. Can your service protect Hotmail account?

In this service, due to its features, it is not possible to protect Hotmail accounts. It protects a whole domain not any particular account.

32. Does your service change the file structure of my mail reader?

Our service doesn’t modify your file structure in the mail reader. The validated mail considered by our service will be delivered and saved in the income box or any where you have indicated before in your mail reader.

33. What is the validation message and how can I change it?

This validation email is automatically sent from our service to the senders in order to validate their addresses.

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This message will be sent when you have the guaranteed filter mode activated and the senders are not on the white or black list. When de sender is validated, it’s added to your valid senders or white list. You can remove the sender or choose to put it into the black list with unwanted senders. For now, it is not available the option of personalize the validation message in the guaranteed filter mode.

34. What to do if I don’t use any mail reader?

http://webmailmep.pandasecurity.com

35. What is MX registration?

A MX registration is one type of DNS Entrance Server which defines a Mail exchanger or mail Server for a name of domain. The registration or MX entrances are the ones that define the mail servers, where mail has to be sent in order to be delivered to another mail Server. In order to activate this service, you should change the MX entrances in your DNS server. Steps are as followed: Priority MX entrance 10 mx01.Panda Managed Email Protectionmx.com 20 mx02.Panda Managed Email Protectionmx.com 30 mx03.Panda Managed Email Protectionmx.com 40 mx04.Panda Managed Email Protectionmx.com In this way, the mail will be delivered to your domain but before that, it will pass through our servers where we do the analyze and filter and delivery in the end the validated mail to your server. The DNS Server modification is the last step in the registration process, after creating company, domain(s) and accounts in our service.

36. What are the reports?

These reports are email sent automatically from our service to your account. You can decide If you want to receive them daily, weekly or not to receive them. If you have the Automatic Filter Mode activated, the reports contain a list of all the email addresses considered as spam by our service so that you can recover or add some senders to your white list. If you have the guaranteed filter mode activated, the reports will present you all those senders who are pending in validating so that you can move certain senders from the white list to your black list. In order to configure our report sending, go to Configuration, menu Automatic messages or summary sending in your control panel.

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In which language will be the validation message?

Both the validation message that is sent to sender in the guaranteed mode and the web message shown once the sender is validated, are available both in Spanish and English.

38. What are Personalized Filters or Rule Engine?

The personalized filters (for users) and the Rule Engine (for administrator) are filters implemented for incoming mail. These filters are not only used to define what should be the features for a unwanted mail, but also to determine which messages will be considered as valid, in the case of Rule Engine, these filters are used to specify what to do with an email when it fits the specified features. In this way, you can indicate if the mail is spam or not depending on some certain words of some subject or title of this message. Or you can also indicate the Server to send a copy to the other account if this incoming mail with certain size, just for an example. If you have created more than one personalized filter, you have to consider the priority of each of them because these filters could interfere among themselves. If you are a user, you will find personalized filters in tab Configuration, menu Personalized filters in your control panel. If you are administrator, you will find the Rule Engine in your control panel, in the tab Filtered, menu Rule Engine.

39. The Notifier doesn’t work, what are the possible reasons?

When the Notifier doesn’t work or connected to Server, usually has the following reasons: Could be the version of the operating system: Windows 98 or XP Home Edition does not allow to run new implementations. Your computer or networking is behind a firewall or a proxy which prohibits the connection between the Notifier and our servers.

40. What is the trust list?

The trust list is a white list with validated senders generated in an automatic way, which saves time for user to add contact one by one. When our service detects that some incoming email are from one sender that hasn’t been marked as spam or added into the Black list. These mentioned senders will be sent to the trust list and the following mails sending by them will be considered as validate messages. Once the sender is added, you are free to pass it to the White or Black list. In order to proceed this, you should go to My Lists, menu Trust lists in your control panel. If you prefer deactivating the trust list, you can modify it in Configuration, menu Trust lists.

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41. I want your service to protect my domain, but I don’t want some accounts to be filtered. What can I do?

You can protect your domain or domains by using our services and also you can decide which accounts are filtered by anti-virus, antispam or any of these filters. In order to configure this, you should be the company/domain administrator. Go to Filter, menu User service. Once you choose the domain to implement these changes, there will show a list of user of this domain. The only thing that you should do is to mark the desired filters for the proper accounts. You should know that although the anti-spam and anti-virus filters are deactivated for one account, some basic anti-spam implementation will still exist due to the connection between your mail server and our service.

42. In which way can I create all the users of my domain in your service?

Until now, there are the following methods to create users of your domain(s) in our service: Manual registration: you can create users manually (one by one) or better import one list with all user of this domain. In the service registration process, there are the details of how should be this file. Automatic registration by SMTP: in this mode accounts are created when they begin to receive mails. From the first incoming email in this account, our Server will consult to client’s SMTP Server if the address exists or not. If the answer is positive, it will create the account. If the answer is no, there will be no account creation. Important: for this registration, it is essential the domain’s SMTP. This is protected in our service which is configured to respond correctly to any question about if it is necessary to create or not one account (recipient call-out). Automatic registration by LDAP: this registration is similar to the one of SMTP. But the consultancy will be done in your LDAP directory. The accounts which are not created in our service, won’t receive emails. In the same way, the incoming mail for these nonexistent accounts will be rejected.

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43. If I have more than one domain, can I point different administrators for each domain? Exactly, if you have one or more domains, you can assign one administrator to manage each domain. In this case, there will be one general administrator of company and other different administrators for different domains.