RE: [Declude.Virus] Internal Scanner missing most viruses
Hi Serge: http://www.invariantsystems.com/dlanalyzer/ EXTREMELY helpful in assessing the performance of certain spam tests, seeing which users are being targeted by viruses, which IP addresses are the top spammers and which ones are virus sources. And, you can generate per person or per domain reports to show a company how effective you protect them. Best Regards, Andy From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Serge Sent: Wednesday, June 03, 2009 6:42 PM To: declude.virus@declude.com Subject: Re: [Declude.Virus] Internal Scanner missing most viruses Hello Andy how are these reports generated ? is this something built in into declude ? or some add on sw ? TIA - Original Message - From: Andy mailto:andy_schm...@hm-software.com Schmidt To: declude.virus@declude.com Sent: Wednesday, June 03, 2009 12:58 PM Subject: RE: [Declude.Virus] Internal Scanner missing most viruses Hi, With the new build, AVG is finally working again and catching most of the viruses: Virus Scanner Summary Report (Integrated AVG Scanner) Total Messages Processed: 21,119 Virus Infected Messages: 159 Percentage Infected: 0.75% VIRUS # INFECTED PERCENTAGE DOWNLOADER.GENERIC8.AQNV 132 0.63% PAKES.DRC 12 0.06% WIN32/CRYPTOR 9 0.04% I-WORM/NETSKY.X 4 0.02% WIN32/VIRUT.A 2 0.01% Virus Scanner Summary Report (ClamAV) Total Messages Processed: 21,119 Virus Infected Messages: 3 Percentage Infected: 0.01% VIRUS # INFECTED PERCENTAGE TROJAN.ZBOT-3428 3 0.01% Virus Scanner Summary Report (McAfee VirusScan) Total Messages Processed: 21,119 Virus Infected Messages: 0 Percentage Infected: 0.00% VIRUS # INFECTED PERCENTAGE No Records Matched Your Criteria Best Regards, Andy From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Andy Schmidt Sent: Wednesday, May 13, 2009 11:45 AM To: declude.virus@declude.com Subject: [Declude.Virus] Internal Scanner missing most viruses Sensitivity: Personal Hi, For a while, AVG was doing an adequate job - but recently it again has been missing virtually all infected emails that ClamAV and the trusted McAfee are identifying. I inspected several of the held files - and each one clearly was a life virus (e.g., inside a ZIP attachment etc.) Virus Scanner Summary Report (Integrated AVG Scanner) Total Messages Processed: 21,157 Virus Infected Messages: 0 Percentage Infected: 0.00% VIRUS # INFECTED PERCENTAGE No Records Matched Your Criteria Virus Scanner Summary Report (ClamAV) Total Messages Processed: 21,157 Virus Infected Messages: 3 Percentage Infected: 0.01% VIRUS # INFECTED PERCENTAGE SUSPECT.DOUBLEEXTENSION-ZIPPWD-2 2 0.01% WORM.BAGLE-1 1 0.00% Virus Scanner Summary Report (McAfee VirusScan) Total Messages Processed: 21,157 Virus Infected Messages: 29 Percentage Infected: 0.14% VIRUS # INFECTED PERCENTAGE TROJAN OR VARIANT NEW MALWARE.JJ !!! 22 0.10% PWS-ZBOT TROJAN !!! 7 0.03% Best Regards, Andy --- This E-mail came from the Declude.Virus mailing list. To unsubscribe, just send an E-mail to imail...@declude.com, and type unsubscribe Declude.Virus. The archives can be found at http://www.mail-archive.com. --- This E-mail came from the Declude.Virus mailing list. To unsubscribe, just send an E-mail to imail...@declude.com, and type unsubscribe Declude.Virus. The archives can be found at http://www.mail-archive.com. --- This E-mail came from the Declude.Virus mailing list. To unsubscribe, just send an E-mail to imail...@declude.com, and type unsubscribe Declude.Virus. The archives can be found at http://www.mail-archive.com. --- This E-mail came from the Declude.Virus mailing list. To unsubscribe, just send an E-mail to imail...@declude.com, and type unsubscribe Declude.Virus.The archives can be found at http://www.mail-archive.com.image001.png
RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?
How much are we willing to pay? It doesn't matter if it costs $5 or $5000 if the product doesn't work. Especially when you, the developer, doesn't notice the problem for a month and a half - especially when the problem has been reported by end users. Do you not run your own product? Maybe you don't realize this, but your whining customers put a level of trust in your company whether you want it or not. This trust is automatic when you are dealing with A/V products that protect mail systems and their networks. If you lose that trust, the cost won't matter. You won't have enough customers to stay in business anyway. Price you product at whatever you think you need to. The mail admins will either buy it or they won't. Maybe it's time for you to find another person to communicate with the list. You certainly aren't giving your end users that warm and fuzzy feeling. (IMO) Regards, ~Patrick mailto:pchild...@hgbd.com _ From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Wednesday, June 03, 2009 12:14 PM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Darin, I accept your constructive criticism. With regard to the situation; 1. We recognize that this was a serious failure 2. The issue was highlighted and resolved in the quickest possible time 3. Procedural steps have been put in place to ensure that this does not happen again. 4. This was an unfortunate circumstance and I understand the frustration on the part of Declude customers 5. We make every effort to meet the needs of our customers My statement regarding increased prices has less to do with this current problem as it has to do with moving forward and preventing issues like this in the future. More $ means more resources which means more can be done which equates to less risk in all areas. Declude has given good service, value for money and a product that works for minimum $. I understand that the expectation is always more for less, however if customers expect more than what is currently being delivered then I have to ask the question, in clear, open and honest communication.. Mr/s Customer how much more are you willing to pay so that we can invest in more resources in order to develop a better product? David Barker VP Operations Declude Your Email security is our business 978.499.2933 office 978.988.1311 fax mailto:dbar...@declude.com dbar...@declude.com From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Darin Cox Sent: Wednesday, June 03, 2009 11:50 AM To: declude.virus@declude.com Subject: Re: [Declude.Virus] Declude Virus inoperable for 13% of th year? Wow, what a way to respond to a long-time, loyal paying customer! Instead of apologizing for the serious problem and relaying what steps are being taken to avoid it happening again (a simple reminder in the calendar system of your choice would suffice), it's being thrown back in the customer's face. Regarding the question of increasing prices for service agreements, that has no bearing on a current customer who has already paid the fees. Such customers should expect the service they paid for to be rendered. Failure to do so is a breach of agreement on Declude's part. While we are all human and problems can occur, this is a serious failure, and the tone of the response being putative instead of apologetic makes customers less forgiving, not more. To be frank, many customers are asking what they are paying for, when fix and feature requests take months to be released, or not at all. I understand the situation may be frustrating, but it's often best to step back for a moment, vent elsewhere if needed, then respond professionally to customers. Clear, open, and honest communication also helps. Please don't take this email as incendiary. It is meant to be constructive. Darin. - Original Message - From: David Barker mailto:dbar...@declude.com To: declude.virus@declude.com Sent: Wednesday, June 03, 2009 11:07 AM Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Andy, a. Declude Virus does not have a built in system to report this error as with this specific example. What happened here is not the norm but an exception. It was not our choice to hard code the expiration date but a requirement from AVG. In this instance the specific persons who we had been working with at AVG are no longer with the company and the process of having this renewed took longer than usual. b. I am not sure if you are being facetious, but if it makes you feel better, sure you can schedule a reminder for me, please email me at least 3 month prior of the new expiration date 2010-12-31 c. Yes AVG was not working as it should have been since 2009-04-10 I agree with you - this is totally unacceptable, intolerable, painful and
RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?
Ok final comments on this. 1. For those who took my example of the decisions making process and criticized it citing pre-release time of IMail 11 etc etc. If you think I only have a choice between 2 options - where to dedicate my resources - you missed the point. 2. I fully agree with being proactive see point 1. The reality choosing between what has to be done and what we would like to do. 3. Sandys options: [a] dissolve the company as is How does that benefit everyone ? [b] sell the product to a developer Show me the money! [c] (re)package it as an owner-maintained, purpose-built software tool - Not enough demand. [d] build up from there as needed This is what I have opted for. 4. For customers who have a perpetual license but no service agreement the expiration date of AVG is irrelevant as with no service agreement there are no updates or virus signatures. 5. I agree there can always be improvements in the decision making process, allocation of resources and creativity. The REAL issue is resources, how do I know?? because I run this business and have all the information. So, I appreciate everyone's comments whether you agree or disagree is fine, but what I have seen throughout this thread is that Talk is cheap not one critic revealed how much they are willing to pay to help address the problem going forward. The bottom line . you are not willing - and it's a good thing I understand that, so I will continue to offer great service, a product that works and at prices that would make the Salvation Army proud, so please forgive me when sometimes things do go amiss. David Barker VP Operations Declude Your Email security is our business 978.499.2933 office 978.988.1311 fax dbar...@declude.com From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Serge Sent: Wednesday, June 03, 2009 7:55 PM To: declude.virus@declude.com Subject: Re: [Declude.Virus] Declude Virus inoperable for 13% of th year? Hello David, 1- What will happen to those who have a perpetual licence but no SA on 2010-12-31 2- The prices and number of developpers is declude buisness, we cannot force you one way or another but once you make your choice, we, the customers, make our decisions based on factors, including price, quality, so even if you want to blame low prices and lack of staff,, it is still declude management fault, not the customers that is not to say that i'm not satisfied with declude product and support just dont agree with your logic BR Serge - Original Message - From: David Barker To: declude.virus@declude.com Sent: Wednesday, June 03, 2009 3:07 PM Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Andy, a. Declude Virus does not have a built in system to report this error as with this specific example. What happened here is not the norm but an exception. It was not our choice to hard code the expiration date but a requirement from AVG. In this instance the specific persons who we had been working with at AVG are no longer with the company and the process of having this renewed took longer than usual. b. I am not sure if you are being facetious, but if it makes you feel better, sure you can schedule a reminder for me, please email me at least 3 month prior of the new expiration date 2010-12-31 c. Yes AVG was not working as it should have been since 2009-04-10 I agree with you - this is totally unacceptable, intolerable, painful and should not be brushed aside lightly. You are correct in your observations, we should increase our prices dramatically so we can hire more developers to ensure unfortunate incidents like this dont happen again. Considering the market and what other vendors charge how much more are you prepared to pay for your service agreement so that we can meet this type of requirement ? David Barker VP Operations Declude Your Email security is our business 978.499.2933 office 978.988.1311 fax dbar...@declude.com From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Andy Schmidt Sent: Wednesday, June 03, 2009 9:08 AM To: declude.virus@declude.com Subject: [Declude.Virus] Declude Virus inoperable for 13% of th year? Importance: High Sensitivity: Personal Hi, Dave so now that we have a working Declude Virus again, what can be done to prevent this from recurring. a) Apparently Declude Virus has no error tracking in place at all otherwise it would have REPORTED to us (or your own Declude to your own mail server) that the AVG API was no longer performing scans? b) Do the customers need to set a follow-up reminder for December 2010, which is when your new renewed AVG license will expire? The old DecludeProc had THIS AVG License String: LicBeg, Ver=1.0, Name=Declude, Exp=2009-04-10 So this implies, that the product was inoperable since April 10th for every customer because Declude didnt obtain a new
RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?
Sorry no marketing department to give you the warm and fuzzy spin, just me. Couple of suggestions. Declude has the ability to run upto 5 additional cmd line scanners of your choice, we provide AVG as a courtesy to our customers as in the past Declude did not have any internal virus scanner, you would have to go out and purchase that separately It would be good to run more than 1 virus scanner for several reasons, one of which is failure of an AV scanner, (admittedly in this instance failure was on our part) But rest assured false positives, no virus signatures, lag time are problems ALL AV vendors are faced with. There are some that are free that work extremely well ClamWin or ClamAV is an example of this. In addition we have ZEROHOUR as a option for Perpetual license customers as an additional virus scanners providing ZEROHOUR protection and additional spam definitions. For the amount of money that this is being offered for it is a wise investment. If you opted out of this because you didn't want to spend the extra few $ on security then you have different issues and it's not Declude. Lastly Patrick please contact supp...@declude.com having looked at your host record it does not look like you are receiving any AV updates - it could be that your firewall is blocking the AV updates, our support can work with you to fix that. Thanks David From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Patrick Childers Sent: Thursday, June 04, 2009 9:13 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? How much are we willing to pay? It doesn't matter if it costs $5 or $5000 if the product doesn't work. Especially when you, the developer, doesn't notice the problem for a month and a half - especially when the problem has been reported by end users. Do you not run your own product? Maybe you don't realize this, but your whining customers put a level of trust in your company whether you want it or not. This trust is automatic when you are dealing with A/V products that protect mail systems and their networks. If you lose that trust, the cost won't matter. You won't have enough customers to stay in business anyway. Price you product at whatever you think you need to. The mail admins will either buy it or they won't. Maybe it's time for you to find another person to communicate with the list. You certainly aren't giving your end users that warm and fuzzy feeling. (IMO) Regards, ~Patrick _ From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Wednesday, June 03, 2009 12:14 PM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Darin, I accept your constructive criticism. With regard to the situation; 1. We recognize that this was a serious failure 2. The issue was highlighted and resolved in the quickest possible time 3. Procedural steps have been put in place to ensure that this does not happen again. 4. This was an unfortunate circumstance and I understand the frustration on the part of Declude customers 5. We make every effort to meet the needs of our customers My statement regarding increased prices has less to do with this current problem as it has to do with moving forward and preventing issues like this in the future. More $ means more resources which means more can be done which equates to less risk in all areas. Declude has given good service, value for money and a product that works for minimum $. I understand that the expectation is always more for less, however if customers expect more than what is currently being delivered then I have to ask the question, in clear, open and honest communication.. Mr/s Customer how much more are you willing to pay so that we can invest in more resources in order to develop a better product? David Barker VP Operations Declude Your Email security is our business 978.499.2933 office 978.988.1311 fax mailto:dbar...@declude.com dbar...@declude.com From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Darin Cox Sent: Wednesday, June 03, 2009 11:50 AM To: declude.virus@declude.com Subject: Re: [Declude.Virus] Declude Virus inoperable for 13% of th year? Wow, what a way to respond to a long-time, loyal paying customer! Instead of apologizing for the serious problem and relaying what steps are being taken to avoid it happening again (a simple reminder in the calendar system of your choice would suffice), it's being thrown back in the customer's face. Regarding the question of increasing prices for service agreements, that has no bearing on a current customer who has already paid the fees. Such customers should expect the service they paid for to be rendered. Failure to do so is a breach of agreement on Declude's part. While we are all human and problems can occur,
RE: [Declude.Virus] CommTouch, External Scanners, Marketplace
Hi Dave, Could you please elaborate on that: In addition we have ZEROHOUR as a option for Perpetual license customers as an additional virus scanners providing ZEROHOUR protection and additional spam definitions. For the amount of money that this is being offered for it is a wise investment. Yesterday you indicated, in your breakdown of annual fees, you indicated that my annual fees were 50% higher than 5 years ago (which I have been paying without complaint), because my fees now PAID for feature. I wasn't aware of that. Is there something special that I have to do to turn this on? (I'm assuming: If I'm paying for it every year, I should be entitled to use it?) It would be good to run more than 1 virus scanner for several reasons As far as external scanners - one desirable feature for your current full-time developer would be to implement ClamLib und the Sniffer API so that they do NOT require launching yet another command line program, which chips away from the system heap - and causes severe overhead. Mr/s Customer how much more are you willing to pay so that we can invest in more resources in order to develop a better product? As far as the market place and how much to pay - I tend to compare Declude to ORF (http://www.vamsoft.com/orfee_order.asp), which I both pay for. One for Imail the other for IIS SMTP. Both have interfaces to external tools (Sniffer, ClamAV, McAfee), both check SPF, DNS blacklists, URI Blacklists, both have the ability to define RegEx custom filters. The difference: for the lesser annual fees, ORF has been growing its business by delivering versions with new features for as many years as I have been a user. They even have a voting system where their paying customers can express preferences which features are most important to them: http://www.vamsoft.com/features/default.asp. Or, let's look at Sniffer: for $495.00/year you have a company that has people actively improving their signatures several times EACH day PLUS they still manage to put out significant new versions. So don't falsely accuse us that we're unwilling to pay sufficient fees to support one full time developer. I pay that many times over for spam/virus filtering to various vendors - I even pay for DLAnalyzer and invURIBL, money that Declude could and should have earned if they had added reporting and URIBL scanning into the product. Then YOU would be getting the annual fees I'm paying them! I say it again: The budget is clearly there. The difference is, other vendors invest that money into the product I pay for! Declude is the only product that's been taking these fees for years and has NOT progressed the product, forcing me to pay extra for add-ons - and now is expecting that we should trust yet another incarnation of a new business model to pay us first, then we deliver. There's only so much up front investing that your investors (=customers) are willing to do before they want to see results. Best Regards, Andy Schmidt From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Thursday, June 04, 2009 10:03 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Sorry no marketing department to give you the warm and fuzzy spin, just me. Couple of suggestions. Declude has the ability to run upto 5 additional cmd line scanners of your choice, we provide AVG as a courtesy to our customers as in the past Declude did not have any internal virus scanner, you would have to go out and purchase that separately It would be good to run more than 1 virus scanner for several reasons, one of which is failure of an AV scanner, (admittedly in this instance failure was on our part) But rest assured false positives, no virus signatures, lag time are problems ALL AV vendors are faced with. There are some that are free that work extremely well ClamWin or ClamAV is an example of this. In addition we have ZEROHOUR as a option for Perpetual license customers as an additional virus scanners providing ZEROHOUR protection and additional spam definitions. For the amount of money that this is being offered for it is a wise investment. If you opted out of this because you didn't want to spend the extra few $ on security then you have different issues and it's not Declude. Lastly Patrick please contact supp...@declude.com having looked at your host record it does not look like you are receiving any AV updates - it could be that your firewall is blocking the AV updates, our support can work with you to fix that. Thanks David --- This E-mail came from the Declude.Virus mailing list. To unsubscribe, just send an E-mail to imail...@declude.com, and type unsubscribe Declude.Virus.The archives can be found at http://www.mail-archive.com.
RE: [Declude.Virus] CommTouch, External Scanners, Marketplace
In addition we have ZEROHOUR as a option for Perpetual license customers as an additional virus scanners providing ZEROHOUR protection and additional spam definitions. For the amount of money that this is being offered for it is a wise investment. No Andy WE are paying for it not YOU. Here were my choices: 1. Add ZEROHOUR and increase the service agreement price - Which we did not do. 2. Add ZEROHOUR and charge a yearly renewal on ZEROHOUR - Which we did not do. Instead this is what we did do - I opted to give all perpetual license customers ZEROHOUR at COST and then Declude absorbs the yearly renewal I did not ask for any more money, every year I pay a % of the Service Agreement to Commtouch, we did this without asking you for a penny extra. And what do I get from you . entitlement blah blah.. no you are not entitled to it, it is a 3rd party add-on of which we carry the cost. If you would like to participate, please purchase the ZEROHOUR at COST (meaning we make no money on it) and benefit from what we are offering. for your current full-time developer would be to implement ClamLib und the Sniffer API GREAT idea why didn't I think of that ? Wait I know - let me stop everything else we doing and focus on the Sniffer API. There's only so much up front investing that your investors (=customers) are willing to do before they want to see results. There is spin and there is reality. I have laid down the issues and you know my concern and dedication for Declude customers, every decision is made with Declude customers best interests in mind balanced with keeping the business running (maybe I am too soft for running a business). Untimely it is a free market and if we doing it wrong we won't survive - if Declude does not meet your needs and money is not an issue for you. Please feel free to use a different solution, I won't be offended. David Barker VP Operations Declude Your Email security is our business 978.499.2933 office 978.988.1311 fax mailto:dbar...@declude.com dbar...@declude.com From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Andy Schmidt Sent: Thursday, June 04, 2009 11:03 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] CommTouch, External Scanners, Marketplace Hi Dave, Could you please elaborate on that: In addition we have ZEROHOUR as a option for Perpetual license customers as an additional virus scanners providing ZEROHOUR protection and additional spam definitions. For the amount of money that this is being offered for it is a wise investment. Yesterday you indicated, in your breakdown of annual fees, you indicated that my annual fees were 50% higher than 5 years ago (which I have been paying without complaint), because my fees now PAID for feature. I wasn't aware of that. Is there something special that I have to do to turn this on? (I'm assuming: If I'm paying for it every year, I should be entitled to use it?) It would be good to run more than 1 virus scanner for several reasons As far as external scanners - one desirable feature for your current full-time developer would be to implement ClamLib und the Sniffer API so that they do NOT require launching yet another command line program, which chips away from the system heap - and causes severe overhead. Mr/s Customer how much more are you willing to pay so that we can invest in more resources in order to develop a better product? As far as the market place and how much to pay - I tend to compare Declude to ORF (http://www.vamsoft.com/orfee_order.asp), which I both pay for. One for Imail the other for IIS SMTP. Both have interfaces to external tools (Sniffer, ClamAV, McAfee), both check SPF, DNS blacklists, URI Blacklists, both have the ability to define RegEx custom filters. The difference: for the lesser annual fees, ORF has been growing its business by delivering versions with new features for as many years as I have been a user. They even have a voting system where their paying customers can express preferences which features are most important to them: http://www.vamsoft.com/features/default.asp. Or, let's look at Sniffer: for $495.00/year you have a company that has people actively improving their signatures several times EACH day PLUS they still manage to put out significant new versions. So don't falsely accuse us that we're unwilling to pay sufficient fees to support one full time developer. I pay that many times over for spam/virus filtering to various vendors - I even pay for DLAnalyzer and invURIBL, money that Declude could and should have earned if they had added reporting and URIBL scanning into the product. Then YOU would be getting the annual fees I'm paying them! I say it again: The budget is clearly there. The difference is, other vendors invest that money into the product I pay for! Declude is the only product that's been taking these fees for years and has NOT progressed the
RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?
Comments are in-line. _ From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Thursday, June 04, 2009 10:03 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Sorry no marketing department to give you the warm and fuzzy spin, just me. Obviously. Couple of suggestions. Declude has the ability to run upto 5 additional cmd line scanners of your choice, we provide AVG as a courtesy to our customers as in the past Declude did not have any internal virus scanner, you would have to go out and purchase that separately Well aware of that. It would be good to run more than 1 virus scanner for several reasons, one of which is failure of an AV scanner, (admittedly in this instance failure was on our part) But rest assured false positives, no virus signatures, lag time are problems ALL AV vendors are faced with. There are some that are free that work extremely well ClamWin or ClamAV is an example of this. In addition we have ZEROHOUR as a option for Perpetual license customers as an additional virus scanners providing ZEROHOUR protection and additional spam definitions. For the amount of money that this is being offered for it is a wise investment. If you opted out of this because you didn't want to spend the extra few $ on security then you have different issues and it's not Declude. LOL. I maybe one of the few, but I can spend almost whatever I need to to protect my network. I do run multiple scanners as well as virus scanning on the perimeter firewall. If you didn't want to spend the extra few $ on making sure your code is up-to-date then you have different issues and it's not your customers. Lastly Patrick please contact supp...@declude.com having looked at your host record it does not look like you are receiving any AV updates - it could be that your firewall is blocking the AV updates, our support can work with you to fix that. LOL again. Don't need to. I don't use AVG. I only chimed in because I felt that your responses to the issue was not helpful and somewhat offending the users of your product. Again, if you can't get the job done at current income levels, I suggest you come up with the necessary figure after reviewing your operating costs. You're the one selling a product. As for you wanting to know what I will pay for your product, I will leave you with this answer: As much as I think it is worth. If the product is rock solid and I feel (or believe) that the company is trying to stay up with current technologies and cares about me as a customer, I will pay much more than I would to a company that doesn't project those qualities. Oh, and by the way, I know how to setup a firewall. So, why don't you guys concentrate on your code instead. Thanks, Patrick Thanks David From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Patrick Childers Sent: Thursday, June 04, 2009 9:13 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? How much are we willing to pay? It doesn't matter if it costs $5 or $5000 if the product doesn't work. Especially when you, the developer, doesn't notice the problem for a month and a half - especially when the problem has been reported by end users. Do you not run your own product? Maybe you don't realize this, but your whining customers put a level of trust in your company whether you want it or not. This trust is automatic when you are dealing with A/V products that protect mail systems and their networks. If you lose that trust, the cost won't matter. You won't have enough customers to stay in business anyway. Price you product at whatever you think you need to. The mail admins will either buy it or they won't. Maybe it's time for you to find another person to communicate with the list. You certainly aren't giving your end users that warm and fuzzy feeling. (IMO) Regards, ~Patrick _ From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Wednesday, June 03, 2009 12:14 PM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Darin, I accept your constructive criticism. With regard to the situation; 1. We recognize that this was a serious failure 2. The issue was highlighted and resolved in the quickest possible time 3. Procedural steps have been put in place to ensure that this does not happen again. 4. This was an unfortunate circumstance and I understand the frustration on the part of Declude customers 5. We make every effort to meet the needs of our customers My statement regarding increased prices has less to do with this current problem as it has to do with moving forward and preventing issues like this in the future. More $ means more resources which means more
RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?
. but I can spend almost whatever I need to to protect my network. There are those of us who run businesses and then there are those who work for them. Either way your feedback is appreciated ;) David From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Patrick Childers Sent: Thursday, June 04, 2009 12:50 PM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Comments are in-line. _ From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Thursday, June 04, 2009 10:03 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Sorry no marketing department to give you the warm and fuzzy spin, just me. Obviously. Couple of suggestions. Declude has the ability to run upto 5 additional cmd line scanners of your choice, we provide AVG as a courtesy to our customers as in the past Declude did not have any internal virus scanner, you would have to go out and purchase that separately Well aware of that. It would be good to run more than 1 virus scanner for several reasons, one of which is failure of an AV scanner, (admittedly in this instance failure was on our part) But rest assured false positives, no virus signatures, lag time are problems ALL AV vendors are faced with. There are some that are free that work extremely well ClamWin or ClamAV is an example of this. In addition we have ZEROHOUR as a option for Perpetual license customers as an additional virus scanners providing ZEROHOUR protection and additional spam definitions. For the amount of money that this is being offered for it is a wise investment. If you opted out of this because you didn't want to spend the extra few $ on security then you have different issues and it's not Declude. LOL. I maybe one of the few, but I can spend almost whatever I need to to protect my network. I do run multiple scanners as well as virus scanning on the perimeter firewall. If you didn't want to spend the extra few $ on making sure your code is up-to-date then you have different issues and it's not your customers. Lastly Patrick please contact supp...@declude.com having looked at your host record it does not look like you are receiving any AV updates - it could be that your firewall is blocking the AV updates, our support can work with you to fix that. LOL again. Don't need to. I don't use AVG. I only chimed in because I felt that your responses to the issue was not helpful and somewhat offending the users of your product. Again, if you can't get the job done at current income levels, I suggest you come up with the necessary figure after reviewing your operating costs. You're the one selling a product. As for you wanting to know what I will pay for your product, I will leave you with this answer: As much as I think it is worth. If the product is rock solid and I feel (or believe) that the company is trying to stay up with current technologies and cares about me as a customer, I will pay much more than I would to a company that doesn't project those qualities. Oh, and by the way, I know how to setup a firewall. So, why don't you guys concentrate on your code instead. Thanks, Patrick Thanks David From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Patrick Childers Sent: Thursday, June 04, 2009 9:13 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? How much are we willing to pay? It doesn't matter if it costs $5 or $5000 if the product doesn't work. Especially when you, the developer, doesn't notice the problem for a month and a half - especially when the problem has been reported by end users. Do you not run your own product? Maybe you don't realize this, but your whining customers put a level of trust in your company whether you want it or not. This trust is automatic when you are dealing with A/V products that protect mail systems and their networks. If you lose that trust, the cost won't matter. You won't have enough customers to stay in business anyway. Price you product at whatever you think you need to. The mail admins will either buy it or they won't. Maybe it's time for you to find another person to communicate with the list. You certainly aren't giving your end users that warm and fuzzy feeling. (IMO) Regards, ~Patrick _ From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Wednesday, June 03, 2009 12:14 PM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Darin, I accept your constructive criticism. With regard to the situation; 1. We recognize that this was a serious failure 2. The issue was highlighted and resolved in the quickest possible time 3. Procedural steps have been put
RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?
I run a business and I work for a business. Thank you. Maybe you should work for one... ~P _ From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Thursday, June 04, 2009 1:17 PM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? . but I can spend almost whatever I need to to protect my network. There are those of us who run businesses and then there are those who work for them. Either way your feedback is appreciated ;) David From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Patrick Childers Sent: Thursday, June 04, 2009 12:50 PM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Comments are in-line. _ From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Thursday, June 04, 2009 10:03 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Sorry no marketing department to give you the warm and fuzzy spin, just me. Obviously. Couple of suggestions. Declude has the ability to run upto 5 additional cmd line scanners of your choice, we provide AVG as a courtesy to our customers as in the past Declude did not have any internal virus scanner, you would have to go out and purchase that separately Well aware of that. It would be good to run more than 1 virus scanner for several reasons, one of which is failure of an AV scanner, (admittedly in this instance failure was on our part) But rest assured false positives, no virus signatures, lag time are problems ALL AV vendors are faced with. There are some that are free that work extremely well ClamWin or ClamAV is an example of this. In addition we have ZEROHOUR as a option for Perpetual license customers as an additional virus scanners providing ZEROHOUR protection and additional spam definitions. For the amount of money that this is being offered for it is a wise investment. If you opted out of this because you didn't want to spend the extra few $ on security then you have different issues and it's not Declude. LOL. I maybe one of the few, but I can spend almost whatever I need to to protect my network. I do run multiple scanners as well as virus scanning on the perimeter firewall. If you didn't want to spend the extra few $ on making sure your code is up-to-date then you have different issues and it's not your customers. Lastly Patrick please contact supp...@declude.com having looked at your host record it does not look like you are receiving any AV updates - it could be that your firewall is blocking the AV updates, our support can work with you to fix that. LOL again. Don't need to. I don't use AVG. I only chimed in because I felt that your responses to the issue was not helpful and somewhat offending the users of your product. Again, if you can't get the job done at current income levels, I suggest you come up with the necessary figure after reviewing your operating costs. You're the one selling a product. As for you wanting to know what I will pay for your product, I will leave you with this answer: As much as I think it is worth. If the product is rock solid and I feel (or believe) that the company is trying to stay up with current technologies and cares about me as a customer, I will pay much more than I would to a company that doesn't project those qualities. Oh, and by the way, I know how to setup a firewall. So, why don't you guys concentrate on your code instead. Thanks, Patrick Thanks David From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Patrick Childers Sent: Thursday, June 04, 2009 9:13 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? How much are we willing to pay? It doesn't matter if it costs $5 or $5000 if the product doesn't work. Especially when you, the developer, doesn't notice the problem for a month and a half - especially when the problem has been reported by end users. Do you not run your own product? Maybe you don't realize this, but your whining customers put a level of trust in your company whether you want it or not. This trust is automatic when you are dealing with A/V products that protect mail systems and their networks. If you lose that trust, the cost won't matter. You won't have enough customers to stay in business anyway. Price you product at whatever you think you need to. The mail admins will either buy it or they won't. Maybe it's time for you to find another person to communicate with the list. You certainly aren't giving your end users that warm and fuzzy feeling. (IMO) Regards, ~Patrick _ From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Wednesday, June 03, 2009 12:14 PM To: declude.virus@declude.com
Re: [Declude.Virus] Declude Virus inoperable for 13% of th year?
I really think these type of comments, while they may be perfectly valid, are
better done off line as they are outside of the scope and purpose of this
list.John T
eServices For You
-Original Message-
From: Patrick Childers pchild...@hgbd.com
Sent 6/4/2009 10:36:30 AM
To: declude.virus@declude.com
Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th
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Irun a business and I work for a business. Thank you. Maybe you should work for
one...~PFrom: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of
David BarkerSent: Thursday, June 04, 2009 1:17 PMTo:
declude.vi...@declude.comsubject: RE: [Declude.Virus] Declude Virus inoperable
for 13% of th year?… but I can spend almost whateverI need to to protect my
network.There are those of us who run businesses and then there are those who
work for them. Either way your feedback is appreciated ;)DavidFrom:
supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Patrick
ChildersSent: Thursday, June 04, 2009 12:50 PMTo:
declude.vi...@declude.comsubject: RE: [Declude.Virus] Declude Virus inoperable
for 13% of th year?Comments are in-line.From: supp...@declude.com
[mailto:supp...@declude.com] On Behalf Of David BarkerSent: Thursday, June 04,
2009 10:03 AMTo: declude.vi...@declude.comsubject: RE: [Declude.Virus] Declude
Virus inoperable for 13% of th year?Sorry no marketing department to give you
the warm and fuzzy spin, just me.Obviously.Couple of suggestions. Declude has
the ability to run upto 5 additional cmd line scanners of your choice, we
provide AVG as a courtesy to our customers as in the past Declude did not have
any internal virus scanner, you would have to go out and purchase that
separatelyWell aware of that.It would be good to run more than 1 virus scanner
for several reasons, one of which is failure of an AV scanner, (admittedly in
this instance failure was on our part) But rest assured false positives, no
virus signatures, lag time are problems ALL AV vendors are faced with. There
are some that are free that work extremely well ClamWin or ClamAV is an example
of this.In addition we have ZEROHOUR as a option for Perpetual license
customers as an additional virus scanners providing ZEROHOUR protection and
additional spam definitions. For the amount of money that this is being offered
for it is a wise investment. If you opted out of this because you didn’t want
to spend the extra few $ on security then you have different issues and it’s
not Declude.LOL. I maybe one of the few, but I can spend almost whateverI need
to to protect my network. I do run multiple scanners as well as virus scanning
on the perimeter firewall.If you didn’t want to spend the extra few $
on making sure your code is up-to-date then you have different issues and it’s
not your customers. Lastly Patrick please contact supp...@declude.com having
looked at your host record it does not look like you are receiving any AV
updates - it could be that your firewall is blocking the AV updates, our
support can work with you to fix that.LOL again. Don't need to. I don't use
AVG. I only chimed in because I felt that your responses to the issue was not
helpful and somewhat offending the users of your product.Again,
