Show Me the Documentation! | ExchangeDefender [ Skip to content ](#main) [ ![ExchangeDefender](/assets/images/xd_logo_blue.png) ](/) Email Security ![Platform Overview](/assets/images/m-xd-pro.png)### ExchangeDefender PRO Enterprise-grade email security made simple for every business. [Sign Up](/sign-up) [Live Demo](/demo) [Email Security Stops spam, malware & phishing in real time. ](/email-security) [Encryption Secure your emails, attachments & sensitive data. ](/corporate-email-encryption) [Web File Sharing Easy, safe cloud file sharing with access control. ](/web-file-server) [Live Archive Locked-in email backup & continuity during outages. ](/livearchive-backup) [Emergency Inbox Keep email flowing without interruption if your provider fails. ](/inbox) [Spearphish Train your team with phishing simulations & risk tracking. ](/spearphishing) Managed Email ### Enterprise-Grade Managed Email Reliable, secure, and fully managed email operations for modern organizations. ![ExchangeDefender](/assets/images/managed_email_menu.png) [Microsoft365/Google Email Management Expert management and security for Microsoft 365 and Google Workspace email. ](/managed-email-operations) [AI Advisory Secure, practical AI consulting & implementation for SMBs. ](/management-ai) Company ### ExchangeDefender: 29+ Years of Trust We are a cybersecurity company focused on business email protection, with 29+ years of experience keeping organizations secure, connected, and resilient. ![ExchangeDefender](/assets/images/careers_1.png) [ About Us Learn our purpose, values, and the mission behind every decision. ](/about-us) [ Blog News, product updates and email security insights. ](/blog) [ Capabilities Discover the tech and expertise that keep your email secure around the clock ](/capabilities) [ Careers Be part of a team using modern tech to solve real threats and ship great work. ](/careers) [Partners](/partners) [Docs](/docs) [Contact Us](/contact) Talk to a Human Open menu Menu ---- Email Security [Email Security](/email-security) [Encryption](/corporate-email-encryption) [Web File Sharing](/web-file-server) [Live Archive](/livearchive-backup) [Inbox](/inbox) [Spearphish](/spearphishing) Managed Email [Microsoft365/Google Email Management](/managed-email-operations) [AI Advisory](/management-ai) Company [About Us](/about-us) [Blog](/blog) [Capabilities](/capabilities) [Careers](/careers) [Partners](/partners) [Docs](/docs) [Contact Us](/contact) Talk to a Human December 11, 2012 · [General](https://www-preview.exchangedefender.com/blog?category=uncategorized) Show Me the Documentation! ========================== [![13901387_gal](http://www.exchangedefender.com/blog/media/Show-Me-the-Documentation_ACA4/13901387_gal_thumb.jpg)](http://www.exchangedefender.com/blog/media/Show-Me-the-Documentation_ACA4/13901387_gal.jpg)Usually my blog tends to be more technical than dealing with the human side of support. That's because usually high resource usage in support is caused by not researching reports or lack of understand of the technology. But there are a few every now and then that are an exception to the rule. We came across a difficult scenario a couple of days ago where a customer is having issues with a service. So of course we ask for documentation. Instead of providing the information requested, instead we get the "can't you just fix it?", yes we can if we can decipher what is wrong out of thin air. One of things we sell to our customers as what separates us from the rest is support. I stand by that. We're not the biggest fish, yet. But that allows us time to spend on fixing your issues, if you help us. Like a doctor or mechanic, we need to know where it hurts or where it smells like oil. Going back to this case, so talked to the partner again, hey we're standing by to help you can you give us anything? The second reply was, I just got yelled at over this! At this point we're really empathetic and trying to explain to the guy, if you can't tell us what is wrong and show us we can't review it. Guys I can't emphasize this enough, I understand the emotions that come from getting chewed out. While some of you forget that while you post "You're not getting it in the ear like we are!", you're doing it to us and I'm ok with it, it's part of support. I understand. But if you could mix in the facts of the issue with some documentation so we can see or read what you're seeing, you'd find that we can resolve your issues in a faster manner. Carlos Lascano VP Support Services, ExchangeDefender (877) 546-0316 x737 [ Previous post Creating Lists and Organizing for Maximum Efficiency December 4, 2012 ](https://www-preview.exchangedefender.com/blog/2012/12/creating-lists-and-organizing-for-maximum-efficiency) [ Next post Times Have Changed… December 14, 2012 ](https://www-preview.exchangedefender.com/blog/2012/12/times-have-changed) Related Posts ------------- [ 1 May ](https://www-preview.exchangedefender.com/blog/2026/05/exchangedefender-new-ui-is-live)### [ExchangeDefender New UI is Live](https://www-preview.exchangedefender.com/blog/2026/05/exchangedefender-new-ui-is-live) [Read more: ExchangeDefender New UI is Live](https://www-preview.exchangedefender.com/blog/2026/05/exchangedefender-new-ui-is-live) [ ![](https://storage.services.exchangedefender.network/exchangedefender-blog/blog/2025/12/christmas-1.jpg) 25 Dec ](https://www-preview.exchangedefender.com/blog/2025/12/merry-christmas)### [Merry Christmas](https://www-preview.exchangedefender.com/blog/2025/12/merry-christmas) [Read more: Merry Christmas](https://www-preview.exchangedefender.com/blog/2025/12/merry-christmas) [ ![](https://storage.services.exchangedefender.network/exchangedefender-blog/blog/2025/11/Website-Screenshots-2025-4.jpg) 4 Nov ](https://www-preview.exchangedefender.com/blog/2025/11/why-iot-devices-are-a-hidden-security-risk-for-your-business)### [Why IoT Devices Are a Hidden Security Risk for Your Business](https://www-preview.exchangedefender.com/blog/2025/11/why-iot-devices-are-a-hidden-security-risk-for-your-business) [Read more: Why IoT Devices Are a Hidden Security Risk for Your Business](https://www-preview.exchangedefender.com/blog/2025/11/why-iot-devices-are-a-hidden-security-risk-for-your-business) Search the blog Search Recent Posts ------------ - 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[Webinars](https://www-preview.exchangedefender.com/blog?category=webinars) (44) Solutions --------- - [Stop Spam & Malware](/email-security) - [Hands-Free Email Backup](/livearchive-backup) - [Instant Email Recovery](/inbox) - [Send Private Emails](/corporate-email-encryption) - [Train Against Email Threats](/spearphishing) - [Share Files Safely](/web-file-server) Company ------- - [About ExchangeDefender](/about-us) - [Compliance & Legal](/our-compliance) - [Become a Partner](/partners) - [Support Portal Login](https://support.exchangedefender.com/) - [Microsoft 365 Email Management](/managed-email-operations) - [AI Advisory Service](/management-ai) ![ExchangeDefender](/assets/images/dark-xd-logo.png)USA: +1 (407) 465-6800 United Kingdom: 0800 8620149 Australia: +61 0390010641 Fax: +1 (954) 839-8737 [ ](https://www.facebook.com/ExchangeDefender) [ ](https://www.twitter.com/XD_Defender) [ ](https://www.linkedin.com/company/exchangdefender) [ ](/blog) © 2026 Own Web Now Corp - All rights reserved </> with ❤️ in Orlando [SLA](/sla) [TOS](/tos) [PRIVACY](/privacy-end-users) [AUP](/aup) We're Here to Help 👋 -------------------- Tired of AI 🤖 and hold music? 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