Customer Support

What you need to know about IP address blacklisting

secureHaving your IP address end up on a so called ‘blacklist’ can be a troublesome experience, especially when not anticipated. In most cases, it is a sign that something is wrong on the server(s) you rent or own, or that maybe one of the end users hasn’t followed email sending guidelines. This post is dedicated to those who want to know more about IP address reputation and what can be done to resolve issues identified by other parties.

The ongoing fight against spam

As we have already explained in the Spam blogs (I and II), email spam continues to be an issue. Due to the ever-evolving problem of email spam, there is an understandable need to have measures to combat this. Over the years, several efforts have been made to prevent unsolicited emails from reaching email inboxes by a plethora of means. Many of these proposed solutions have had promising technical white papers but few have actually resulted in an implementation that is either scalable, reliable or both.

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Update on the new EU US Privacy Shield

AdServing_01_FlexibilityAfter my previous blog last month we were still looking out for any news about solutions for the Safe Harbor invalidation. Since the press release of the EU US Privacy Shield, announced by the European Commission on February 2, 2016, we have seen many press articles and numerous links. So here is our update and recap on the timing of the EU US Privacy Shield and alternative solutions offered by LeaseWeb.

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Safe Harbor invalidation not affecting LeaseWeb customers

In October last year, the US Safe Harbor regime was invalidated by Europe’s Court of Justice, meaning that personal data of Europeans could no longer be transferred by a company to US companies solely on the basis of such companies being Safe Harbor-certified.

Alternative Solutions

At the time of the ruling, no replacement for the Safe Harbor principle was proposed. The European Commission gave itself a 3-months term to come up with an alternative solution, working towards January 31, 2016. It is not likely that this timeline will be met but we expect new developments to be made public in the coming weeks.

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A million views and counting – find out what’s new about our Knowledge Base

The LeaseWeb Knowledge Base (KB) makes all information about our products and services instantly available to the online community – making it not just a storehouse of powerful information, but an actual audit of the work happening at LeaseWeb, empowering you to easily resolve issues, quickly find solutions, and access unlimited storehouse of information. The KB is evolving, and we encourage you to be part of this interesting journey. With your constructive feedback, we can create and make relevant information reach millions of visitors, thereby enriching your user experience.
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Why we don’t want satisfied customers

LeaseWeb improves continually to meet your expectations

Listening to your customer is a key driver to success, as industry leaders show. The voice of the customer is articulated in an ongoing dialogue. When customers share their feedback, they expect you to listen, act and inform about the enhancements you have been making and are working on. And right they are. But even when the customer is satisfied, that is not good enough. Only when the customer’s expectations are met or exceeded, a satisfied customer can turn into a loyal customer.

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LeaseWeb’s new Abuse Handler is now live

The various LeaseWeb services companies are always looking to improve the processes involved with handling abuse notifications and to increase user-friendliness.

Over the past few years, we have received valuable feedback on the abuse handling process from customers and third parties who submitted notifications. With that feedback in mind, we have developed a brand new system that will further streamline the abuse notification handling process. This system was launched on July 1st 2015 and the first responses are very positive.

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How LeaseWeb restructured its compliance approach

Trust_01_0Trust is built with consistency.

LeaseWeb has rapidly expanded its business across the globe in the past years. As a result, there were many separate and standalone certifications for different services and products within our organization, several of which overlapped. A restructuring of the compliance portfolio was needed. Last year, we started with a clean sheet to completely rebuild our global portfolio. In addition, we initiated the search for new audit partners who could support this mission together with our procurement department.

Today, I would like to provide you some insight into how we handled the restructuring.

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You say. We listen. We act.

Why NPS is not the Holy Grail

To measure the loyalty of our customers, LeaseWeb uses the Net Promotor Score (NPS) as a key performance indicator. The NPS is a management tool that was developed by Fred Reichheld and introduced in 2003. By asking one simple question – ‘How likely is it that you would recommend … to a friend or colleague?’ – it measures a company’s perceived performance and basically tells you how happy customers are.

The NPS is helpful, but all too often, organizations focus too much on the score. The score itself only tells you the temperature of the relationship with customers. If the relationship has deteriorated and has reached a fever temperature, it does not indicate what caused the fever. Was it a bad sales contact, or the quality of the products? And what can you do to improve the sales or product experience?

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Safeguarding business continuity? Outsourcing helps!

5 tips on outsourcing your IT infrastructure

On Friday 27 March, two provinces in the Netherlands were hit by one of the largest power outages in Dutch history, leaving a million households without electricity. Schiphol airport saw flight cancellations, trains stopped running, people were trapped in elevators, and business premises were evacuated. The cost, which ran into millions, was caused by a defect in a high-voltage substation.

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The LeaseWeb Knowledge Base is live

A New Year calls for new resolutions, and providing high-quality information to our customers is one of ours. Enter the new LeaseWeb Knowledge Base!

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