FAQ

  • Where're your datacenters?

    WorldPosta is a cloud-based service, we use many datacenters around the world. Also, we use infrastructure from Amazon AWS and Google Cloud Platform to enhance our availability points for all of our users.

  • What’s WorldPosta SLA on Uptime?

    WorldPosta will use commercially reasonable efforts to maintain the service operational and available to the customer at least 99.9% of the time in any calendar year, WorldPosta achieved 99.96% in 2017.

    If WorldPosta didn’t meet the Service Level, and if the Costumer meets its obligation under the Contract terms, Costumer will be eligible to receive Additional Service Credit (described below).

    The Additional Service Credit is the sole and exclusive remedy for any failure might occur.

    Definitions: 

    Service: means the Business Cloud Mail Service, provided by WorldPosta®.

    Service Availability: means the ability of users (under your account) to access, retrieve information, send, and receive messages via their mailboxes using our service. Provided that your account is active and enabled.

    Downtime: Means any period of time when users (under your account) are unable to access, retrieve information, send, or receive messages. Downtime is measured by the technical team of WorldPosta.

    Yearly Uptime Percentage: means the total number of minutes in a calendar year, minus the number of minutes of Downtime in a calendar year, divided by the total number of minutes in a calendar year, or:

    (Total Number of Minutes-Downtime Minutes)/ (Total Number of Minutes) x 100

     

    Additional Service Credit: Means that if the Service Availability for users under your account is below 99.9% in a calendar year, WorldPosta will add service days to the end of your service term as follows:

     

    Yearly Uptime Percentage  Additional Service Credit(Days)
    <99.9% 15
    <99% 30
    <95% 90

     

  • Is your support available 24/7?

    Yes, our technical support team is available 24/7/356.

  • How do WorldPosta handle server redundancy of the data and backup?

    Server redundancy is implemented in an enterprise IT infrastructure where server availability is of paramount importance, Also WorldPosta implemented a high availability feature to provide redundancy and fault tolerance. It is a number of connected devices processing and providing a service. Its goal is to ensure this service is always available even in the event of a failure

     

    WorldPosta uses redundant data centers, to distribute the data in several locations for maximum availability of data restoration, also backing up your data.

     

    In addition, you can back up your own data be using client (Outlook, Thunderbird, etc…)

     

    Also, you can use the Restore feature that allows you to restore any shift+deleted Items within 60 days

  • What’s your restoration time?

    WorldPosta restores the service within 30 minutes if any downtime took place.

  • I can’t view/download certain attachments.

    Error message: “Access to attachments has been blocked. Blocked attachments: <FileName>”

    Direct file access lets users open files that are attached to e-mail messages and files that are stored in Windows file shares. WorldPosta Security team manages direct file access to maximums client’s data security.

    The following table lists the file name extensions and MIME (Multipurpose Internet Mail Extensions) types that, by default, are set to Allow, Block, or Force Save

    Allow File and MIME types in the Allow list can be opened from Outlook Web App if the application that’s needed to open the files is installed on the client computer. Allow overrides Block and Force Save.

    Block File and MIME types in the Block list can’t be opened. Block overrides Force Save and is overridden by Allow.

    Force Save File and MIME types in the Force Save list must be saved to the client computer before they can be opened. Force Save is overridden by Allow and Block.


     

    Option Description Default file name extensions Default MIME types
    Allow This option specifies the file types that are always enabled for direct file access. .rpmsg, .xlsx, .xlsm, .xlsb, .pptx, .pptm, .ppsx, .ppsm, .docx, .docm, .xls, .wmv, .wma, .wav, vsd, .txt, .tif, .rtf, .pub, .ppt, .png, .pdf, .one, .mp3, .jpeg, .gif, .doc, .bmp, .avi image/jpeg, image/png, image/gif, image/bmp
    Block This option specifies the file types that are always blocked from direct file access. .ade, .adp, .asx, .app, .asp, .aspx, .bas, .bat, .cer, .chm, .cmd, .com, .cpl, .crt, .csh, .dir, .dcr, .der, .exe, .fxp, .hlp, .hta, .inf, .ins, .isp, .its, .js, .jse, .ksh, .lnk, .mad, .maf, .mag, .mam, .maq, .mar, .mas, .mat, .mau, .mav, .maw, .mda, .mdb, .mde, .mdt, .mdw, .mdz, .msc,.msh, .msh1, .mshxml, .msh1xml, .msi, .msp,.mst, .ops, .pcd, .pif, .plg, .prf,.prg, .ps1, .ps2, .psc1, .psc2, .ps1xml, .ps2xml, .pst, .reg, .scf, .scr, .sct, .shb, .shs, .spl, .swf, .tmp, .url, .vb, .vbe, .vbs, .vsmacros, .vss, .vst, .vsw, .ws, .wsc, .wsf, .wsh, .xml, .exe application/x-javascript, application/javascript, application/msaccess, x-internet-signup, text/javascript, application/prg, application/hta, text/scriptlet
    Force Save This option specifies the files that users can access only after they’ve saved them to the local computer. .vsmacros, .mshxml, .aspx, .xml, .wsh, .wsf, .wsc, .vsw, .vst, .vss, .vbs, .vbe, .url, .tmp, .swf, .spl, . shs, .shb, .sct, .scr, .scf, .reg, .pst, .prg, .prf, .plg, .pif, .pcd, .ops, .mst, .msp, .msi, .msh, .msc, .mdz, .mdw, .mdt, .mde, .mdb, .mda, .maw, .mav, .mau, .mat, .mas, .mar, .maq, .mam, .mag, .maf, .mad, .lnk, .ksh, .jse, .its, .isp, .ins, .inf, .hta, .hlp, .fxp, .dir, .dcr, .csh, .crt, .cpl, .com, .cmd, .chm, .cer, .bat, .bas, .asx, .asp, .app, .adp, .ade, .ws, .vb, .js Application/x-shockwave-flash, Application/octet-stream, Application/futuresplash, Application/x-director, Application/xml, text/xml
  • I can’t read / view attachment within online webmail (OWA).

    Error message: “The WebReady Document Viewing service isn’t working correctly because an error occurred.”

    – Error message: “The document cannot be converted by the WebReady Document Viewing service because it is larger than the maximum size limit set by the administrator for your organization”.

    – Error when opening attachment in OWA.

     

    Answer:
    When you receive a message with supported attachment type (Word, Excel, PowerPoint, .pdf files, most image files), some files types will open in a window next to your reading pane, you can read it and (in some cases you can edit) without leaving the OWA page.

    If you can’t read / view /edit supported attachments in OWA, that’s may be due to your internet connection causes a time out with our servers (recommended 1MB internet plan).

    Maximum size limits are set on mailboxes to help control the size of messages that can be sent or received. The maximum message size limits apply to the total size of a message. This includes the message header, the message body, and any attachments, make sure the total size does not exceed 35 MB.

    If the attachment can’t be opened in the preview window, you’ll be prompted to download the attachment.

    IMPORTANT: To view and edit office documents in the browser with no errors you need Microsoft office online server (available only with SharePoint package, currently not supported by WorldPosta)

  • I can’t upload an attachment within the upload limit (35MB)

    Your local internet bandwidth is what determines how much data can pass through your network at once if it is being heavily used; performance problems start to occur.

    Your local administrators can provide you with other connection utilities (4G USB, Wi-Fi, etc.) or increase the internet bandwidth speed to change your experience with mail, It’s recommended to use at least (1MB) internet connection plan [for every 25 users in your organization].

  • Is Alias Name feature free?

    Yes, and you can use it from WorldPosta Control Panel.

  • Is group mail free?

    The business plan offers 3 distribution list for free, adding an additional list will cost the same price as a mailbox.

    Pro Plan offers an unlimited distribution list for free.

  • Is migration process free?

    Yes, we offer free migration for standard cases.

  • How can I change the display name that email recipients see?

    The mailbox display name can be changed from the administration control panel or from the Outlook Web App (OWA), Please follow both steps:

     

    1.In Outlook, choose File > Account Settings > Account Settings.

    2. Select the email account that you want to change, and then choose Change.

    3. You can change any of the information on the POP and IMAP Account settings page, including name, email address, and password.

    4. Choose More Settings > Advanced to change other settings, such as the default ports used to send and receive mail, server timeouts, and sent and deleted items options.

     

     

     

  • How to change display name in OWA?

    1. Click on the gear icon on the top right of the screen.

    2. Choose Options at the bottom of the menu.

    3.  By default, the screen will be on the account menu, choose edit information at the bottom of the screen.

     

    4. A new window will open, choose the general tab on the right.

    Now, you can edit the display name

  • Why I did not receive a mail?

    Have you tried looking at all the inbox categories?  Have you tried looking in “All mail”, “Spam” or “Trash?”

    Do you have any filters set up?

    Have you used the Search Mail function at the top of the page to look for the missing messages?

  • How can I block a user from sending outside of my domain?

    You can request from our support team to create a group with blocking policy, once you add a member; he/she will not be allowed to send outside.

  • How to show a picture in the email?

    Block or unblock automatic picture downloads in email messages

    Blocking pictures can help protect your computer. Microsoft Outlook is configured by default to block automatic picture downloads from the Internet. You can, however, unblock pictures that you think are safe to download.

    Advantages of blocking automatic picture downloads include:

    – Helping you avoid viewing potentially offensive material (when external content is linked to the message).

    – Helping to keep malicious code from damaging the data on your computer.

    – Allowing you to decide—especially if you’re on a low-bandwidth connection—whether a particular image warrants the time and bandwidth required for downloading.

    Unblock picture downloads for a single message:

    You can unblock downloads of linked pictures and other external content for a single message that comes from a trusted source.

    – Choose the InfoBar at the top of the message, and then click Download Pictures.

     

    When you click Download Pictures in a message that you’re previewing in the Reading Pane, the message is saved automatically and displays the pictures again the next time that you open the message. But if you click Download Pictures in an open message and want the pictures to display the next time that you open the message, you must save the message.

  • I received a marketing mail, how to stop it?

    In-case suspected emails were received, it will be forwarded to the Junk folder and users can move it to inbox folders by marking them as not spam as shown in the following pictures:

    Outlook

     

    OWA

  • Why when I delete a distribution list from the control panel, it fails to send from Outlook?

    Outlook caches the id number of the distribution list when it is deleted and another distribution list is created another ID is created; hence outlook refers to the old ID which has been deleted from the control panel

    To solve this, the user needs to retype the full email address in outlook and not select the cached one.

  • Your message could not be delivered to one or more recipients. It's attached below, for further assistance, please send mail to postmaster.

    Outlook caches the id number of the distribution list when it is deleted and another distribution list is created another ID is created; hence outlook refers to the old ID which has been deleted from the control panel

    To solve this, the user needs to retype the full email address in outlook and not select the cached one.