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Network Administrator at a consultancy with 1,001-5,000 employees
Real User
Easy to use, effective threat blocking based on geo-location, good technical support
Pros and Cons
  • "SpamTitan is a product that saves us time. The less spam that you have, the more time you have because you're not digging through the mail that hits your inbox."
  • "One of the areas that can be improved is the GUI. The product works well but finding things in the interface can sometimes be a bit difficult, just because it's so in-depth and covers a lot."

What is our primary use case?

Our primary use case is filtering incoming emails.

How has it helped my organization?

SpamTitan is a product that saves us time. The less spam that you have, the more time you have because you're not digging through the mail that hits your inbox. The other thing is that it blocks potential trojans, viruses, and phishing attempts. This means that IT has less to deal with in case something does get through and opened, resulting in an infection.

On the front end, the user community doesn't have nearly as much email to deal with, in particular, spam messages. On the back end for IT, it's a huge time saver because we're not infecting our network with malware.

Before we got SpamTitan, the amount of time spent dealing with unwanted emails depended on the user. People that were dealing with a lot of outside entities would receive more spam because their email address is out there. Depending on the user, they might have three or four spam messages, or somebody might have between 20 and 30 to deal with.

For people on the higher end, with 20 or 30 spam messages that are hitting their inbox, it's time-consuming to go through and determine whether something is valid or invalid. In some cases, an email says it's coming from within the company, perhaps somebody in our purchasing department. When another employee sees the name, they assume it's safe but in reality, it's a spoofed email address. People often don't feel like digging into it so they just look at the email, resulting in the introduction of a trojan, virus, or other malware.

The amount of time that it takes to deal with spam messages varies. It depends on the type of spam that is hitting the inbox. In the morning when you fire up your email program, a high-end user may spend 15 to 20 minutes going through stuff just to make sure it's valid or not valid.

Then, throughout the day, these people were getting spam messages. It eats your time, even with one or two here and there, because you're taking time to maybe open the message, then investigate if it's really coming from a valid address or not. Even if it only takes a minute to do one message, and you get 15 of those a day, that's 15 minutes of your time. That's quite valuable.

We have thousands of users so even if 2,000 of them get five spam messages a day, and it takes each one a minute to deal with, it's a lot of time.

Using SpamTitan has immensely improved our spam catch rate and reduced our false positive rate. In a five-year timeframe, it has blocked between 60 million and 70 million messages. 

What is most valuable?

The most valuable feature is the protection that it offers against spam, phishing, viruses, and other such attacks. That's the biggest benefit of the product.

We use the geo-blocking feature, which helps to reduce our spam intake. There are known locations that are notorious for sending spam, viruses, and so forth, which is one of the reasons we use it. Right now, our filter is blocking approximately 75% of the mail that hits our door. Only 26% of the mail we get actually passes.

We use the geo-blocking feature for restricting emails based on country, and it works well. However, if something does pass that is spam or a phishing attempt, then we may block by IP address if necessary. This is very important to our organization because spam email is bad, and it's a problem for us.

We are able to create exceptions based on a trusted sender's specific location or IP address, and it works fine for that. We don't have a large rule base and in most cases, the senders, who are typically customers or vendors that we deal with, do not have their email exchange set up properly. They don't have the proper checks in place, so we add exceptions for them.

The user interface is good, and it's pretty easy to use once you learn your way around. That said, there's a lot to it and it's in-depth. There are many aspects to the interface, and there are a lot of tabs.

Overall, in terms of the system's intuitiveness, it's okay. When you click on a tab for system settings, as an example, there are multiple tabs that you can drill down into from there. Sometimes, it can be a little bit difficult to find out where you want to go, just because there are many layers to the interface.

It is difficult to say how I might improve it. There are many pieces to it, and a lot of layers, but the way they have it set up is fine. Sometimes, however, you have to search around a little bit to find out where you want to go.

There are eight main tabs and once you click on one of those tabs, it takes you into another area where there can be up to eight or ten other things that you can click into. Then, when you get in there, it might be another six or eight areas that you can look at.

If you go into system setup, as an example, and then go to static routing for network configuration, that's three layers deep. You would probably figure that the network configuration is going to be in the system setup, so you would start there intuitively, but it's a lot of options.

What needs improvement?

One of the areas that can be improved is the GUI. The product works well but finding things in the interface can sometimes be a bit difficult, just because it's so in-depth and covers a lot.

Buyer's Guide
TitanHQ SpamTitan
September 2022
Learn what your peers think about TitanHQ SpamTitan. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
635,987 professionals have used our research since 2012.

For how long have I used the solution?

We have been using TitanHQ SpamTitan for approximately five years.

What do I think about the stability of the solution?

This is a very stable product. We have not had any downtime and we have not had the product crash on us, where it was not filtering mail.

We have not rebooted our server for five years.

What do I think about the scalability of the solution?

SpamTitan is easily scalable. If you give them more money, they'll give you more licenses.

We are a large company with many factories in Mexico, China, Vietnam, and several US cities. We have several thousand employees and in the past five years of using SpamTitan, we have blocked between 60 million and 70 million messages.

We have 100% adoption. Any email coming into our company has to go through this filter before it hits our Exchange server and then is distributed to the user community. 

How are customer service and support?

The technical support is really good. I've had great luck with the support group out of Titan HQ. They are quick to respond and typically have a solution very quickly. If they don't, they'll dig into it and keep updating you as to where they're at in the process of finding a solution. Overall, I'm pleased with the support.

I would rate their support a nine out of ten. It's not a perfect rating because there is always that time when you don't get the exact answer you want, or they can't do exactly what you want. In any case, that could be a software update or something that has to be reprogrammed. They will send that up to development, but sometimes it takes time for that to happen.

If comparing support to other vendors, their response time is very quick. When you open a ticket, you get a response right away that they acknowledge that you've submitted a help desk ticket with them. Then typically you'll get a response from the tech at Titan HQ that has picked up the ticket.

They'll let you know either right then about a solution, or that they're investigating. Typically you will hear back, I would say normally within the hour, with a solution, or potential questions to help with a solution.

I would rate them above average as far as their response time and working through issues.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

Prior to using SpamTitan, we were using the filtering that is part of our Microsoft Exchange.

How was the initial setup?

It's quite easy to set up. There are a lot of defaults that are set up in how it functions and what it does. Then, as you start using the product more, you can get more in-depth and put more controls and filters in place. As far as initially setting it up, the process is pretty easy.

Having it easy to set up is always an important thing. The less time you have to spend configuring and setting up a product, the more time you have for doing other things.

From start to finish, we spent approximately one day getting it set up. The server was installed, the software was installed, and then we set up getting our mail routed through it.

After the initial setup, there is some programming and other things that you do over time. But, I wouldn't consider that as part of the installation process.

What about the implementation team?

We did the implementation ourselves, with the help of Titan HQ. Our experience with them has been good. The products that they sell are typically good and easy to use, so you'll potentially put them into other locations or buy more licenses.

The deployment can be done with one person, and we have a couple of people on staff that take care of it. If there are issues with false positives or things of that nature, we've got a couple of people on staff that oversee it. That's not their only job; they're network administrators or systems admins and they have multiple tasks. That said, they have a couple of people that are familiar with the product and work on it.

What's my experience with pricing, setup cost, and licensing?

Pricing is on par with other products, and it's reasonable. They have different categories as far as the size of your company and how they license it, which is good.

Which other solutions did I evaluate?

We evaluated three or four products at the time, although it was several years ago and I don't recall exactly which ones.

We preferred SpamTitan after looking at other customer reviews, talking with some references, and they just came out the winner as far as capabilities. Support is a big thing for anybody when it comes to dealing with a product, and it's important because you're potentially blocking viruses and other malware that could harm the company very badly.

What other advice do I have?

My advice for anybody who is looking into implementing this product is to first go through their demo with them and make sure you understand how in-depth the product is because there's a lot to it. If the end-user wants a product that they plug in and turn on and they never have to look at it again, SpamTitan is not it.

This is an in-depth product and there are multiple ways to block things, although it is fairly plug-and-play with their default configuration. Other than just the actual configuration of IP addresses and things of that nature, there's a lot to it.

I know there are simpler options out there, but they also are not as comprehensive as what you can do with the product.

Overall, as far as the product goes and how it catches things, I'm quite happy with it. Ninety percent of the time, it does a great job. There is that 10% that sometimes you may want to try and do something with it, and it doesn't have the capability. That is pretty rare and when it happens, typically they will send that to development, and development will come up with a solution.

It may take a little time for them because I'm sure they have a huge backlog of things, but it's not like they tell you it's something they're not going to do. Instead, they'll send it to the development team and explain that there is an issue that the customer wants to be corrected or a capability that they want to have added. At that point, it will go up the chain within their organization.

I would rate this solution a nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Kevin Walgren - PeerSpot reviewer
Technology Lead at LANDFORM PROFESSIONAL SERVICES, LLC
Real User
Very easy and quick to set up and training takes very little time
Pros and Cons
  • "One of the most valuable features is that it's very straightforward. It's a really simple interface. With our previous products, you could spend a week, if not more, training on those products just to figure out the interface. With SpamTitan it took an hour or two or three, tops."
  • "If I had to actually find a negative, it would be the speed. I wish that the interface were faster. We have very fast internet, but there is definitely some sluggishness between pages on the interface. Does that deter me? No. I just wish it were quicker."

How has it helped my organization?

Out of 1,000 emails sent to us, about 800 to 850 of them are blocked for one reason or another. The amount of spam, phishing, and junk that comes through email is just incredible.

The name of the game is identifying spam. The biggest area of concern for us is what it flags as spam but it's not really clear that it's spam. A definite benefit for us is being able to identify that in a customized way. We can make that header say whatever we want it to say. Right now, it says "Potential Spam," which jumps at our users. They say, "Oh, potential spam. I have to take a closer look at this." That has been a really big improvement for us. It's a simple feature, but it has really made a big difference in helping to identify possible spam for our users.

In addition, being on the admin side and seeing what is completely blocked and, I can definitely say it has saved a lot of time. The amount of email that our users don't get, email that is just solid junk, is staggering. I find it utterly amazing how much stuff doesn't need to come through and that is blocked. Not having to go through up to 80 junk emails out of 100 emails today equates directly to time savings. We have 35 users. SpamTitan probably saves each one of them 10 to 15 minutes per day, pretty easily. Multiply 10 to 15 minutes by 35 users, seven days a week, and there are significant time savings.

What is most valuable?

One of the most valuable features is that it's very straightforward. It's a really simple interface. With our previous products, you could spend a week, if not more, training on those products just to figure out the interface. With SpamTitan it took an hour or two or three, tops. Most of the time you find things on your own. SpamTitan's interface is designed to do just what you need to do and not a lot more.

We are using the geo-blocking because we don't do any work outside of the United States. We simply don't need to receive anything from .ru or .cn. I look at where the security risks are and, obviously, Russia, China, and Argentina are on that top-10 list for hacking attempts and spam. The ability to very definitively block those definitely helps out a lot.

We do have a select set of domains and websites that we do want to receive. We want to make sure that they get through. Some of them were initially blocked as spam so we added them to the filter and now they come through just fine. Others that we specifically do not want to receive from can be easily blocked, so that we don't have to worry about them as well. It's a very simple interface.

While I haven't looked specifically at how much the geo-blocking is blocking, I would estimate it is somewhere in the 40 to 50 percent range. It is almost like a "pre-block." It's that first level, eliminating emails we definitely don't want.

What needs improvement?

If the interface made it a bit easier to get to a training library that might be beneficial. Obviously, their techs have access to something like that. If they were to share that, I might be able to go to find the answer myself.

Also, the interface could be updated a little bit. I definitely wouldn't want it to be more complex, but I would like to see it a little bit more polished. And if I had to actually find a negative, it would be the speed. I wish that the interface were faster. We have very fast internet, but there is definitely some sluggishness between pages on the interface. Does that deter me? No. I just wish it were quicker.

For how long have I used the solution?

We have been on TitanHQ SpamTitan for about a year and a half.

What do I think about the stability of the solution?

We haven't had any problems with its stability. There haven't been any outages. 

I have one issue that is still pending and it relates to how SpamTitan blocks things connected to voicemail inside of Microsoft Teams. The only reason I say it's still an issue is because it's at a high technical level and there are a lot of areas of it that are not my areas of expertise. I'm having to rely on high-level techs from SpamTitan and from Microsoft. We also have a consultant that we deal with on the Teams side. Trying to narrow that issue down is tough. But it's not an issue of stability. It's related more to settings.

Overall SpamTitan has been a very solid product so far.

How are customer service and support?

When I need assistance, all I have to do is reach out. They are pretty responsive. In the past, we had to file a ticket or call in at a certain time. The plan we had would determine how long it would take to get a response.

With Mimecast, you had to have your customer number, and then call a certain number, and then launch your ticket. After that, they would have to verify which department it goes to. Somebody would try to call you and, of course, you had to be available. We haven't really had that experience on SpamTitan. I can quickly send an email and say, "Hey, I'm struggling with this," and they get back to me pretty quickly. Or I can dial in and just say, "Hey, I'm having a problem. Is there somebody available that might be able to walk me through, finding this particular answer that I need?"

If I had to compare SpamTitan with Mimecast, with SpamTitan I would be expecting an answer within an hour or two. If it was something that needed to be researched, if it was a little more complex, I would expect to hear from them within 24 hours. With Mimecast, I wasn't even getting a response for 24 to 48 hours, and that was just the initial reply. At times, those issues stretched out to take a week or longer to resolve.

Every company has room for improvement. With SpamTitan, I'd love to see a chat feature, even if it's not 24/7/365 and only available during core business hours. I recognize it's tough, with a product that can be used internationally, to know what those core hours look like. But if they had core hours in the US of 8:00 to 5:00 where you could chat with live tech support and say, "I'm really struggling with this. Can you help me out?" That would be good. If you could Get a quick answer without having to pick up the phone, so you could be working on other things at the same time, that would be awesome.

On the sales side, I'm a firm believer in a vendor doing checkups. I'd like to see that salesperson reach out every three months to simply say, "How are things going? Is there anything else we can do? Is there anything that's challenging you? Is there anything that you're looking for that we don't have?" Not only could they get some valuable feedback to help improve their product, and learn about different things that they might want to add in the future, but it would also keep their customers. If I were to say I'm struggling with something it would be great to have them say, "Let me help you get the answer you need," or "I've had some experience with that before. Here's what you need to do."

We are a SpamTitan Plus customer and we have been looking at two additional products out there. They might play into our 2023 budget. If the salesperson checks in, you never know where a sales lead is going to come from. And it would keep the customer happy too.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We were Mimecast customers in the past and let's just say we had what I would call a "ransom event" with them. They said we needed to pay them a large sum of money or they would not turn our email back on. We, of course, needed our email. At that point we decided that if that's the way they were going to do business, we were going to move away.

How was the initial setup?

Once we made the investment in SpamTitan we were up and running literally in half an hour or an hour, and had fully moved away from Mimecast. The transition went very well.

There was very little to do in terms of the setup. I walked through it with them over the phone. We had a couple of MX records changes to make on our end to make sure that things would flow properly and, once those were done, we were able to see the results almost immediately. 

We have had to make a few changes to the system for things like sensitivity levels for spam. You can adjust it up and down as to how sensitive you want to be. At first, we were a little bit too sensitive, so we dialed it down a little bit.

We also made some changes to what our users would see, once spam was identified. For example, there is spam that is very definitively spam and we get rid of it. Then there's that "middle zone" where we're not really sure whether something is spam or not. It might fit some of the spam criteria, but it might be valid. And then there is the "definitely not spam," and we have it come through. We made some changes to that middle area so that our users could see that it is potential spam, and that they need to look at it to determine whether it is or not. The only complaint they had was the identifier on the header. If they choose to respond, the header stays and they have to remove that manually. But beyond that, it has really done a good job for us.

Which other solutions did I evaluate?

We did a very quick search of what products were out there. SpamTitan has a unique name to it, but it rose to the top of the search engines that we were looking at. My CEO and I decided to give it a shot.

At the time, we needed to find a solution on short notice. Because of SpamTitan's rating and the fact that its price point was affordable to us, it seemed to fit the niche for us. 

There were some alternatives out there but they were very time-consuming. We needed something and we needed it "right now." SpamTitan was able to come into the picture and be up and running in a very short period of time. With the previous products we had, there were so many pages to go through and so many settings and so many options for customization. It was very confusing and very time-consuming. With SpamTitan, the settings are very easy and intuitive.

The fact that SpamTitan is very simple can be both good and bad. It's good in terms of setting it up, monitoring it, and making the changes that you need to make. Doing those things is very straightforward. The bad side is that sometimes you want a more granular level, but the more granular it gets, obviously, the more time-consuming and the more specialized it gets.

For example, if there is a specific company where some of their emails are good and some of their emails are bad, that might be a little bit tougher to implement with SpamTitan. We might have to identify the ones to block by specific email addresses, as opposed to specifying the domain with certain criteria.

That said, blocking at that level gets really intricate, in general. It might take me two or three calls with a technician on the Mimecast side to write that specific rule, whereas, on the SpamTitan side, it's a little bit more straightforward. We don't get to that level very often, as those situations are few and far between. SpamTitan is easy. It doesn't take long to go in and find what you want and that's what we like about it. You can identify what you need to change and put it in place in minutes as opposed to hours or days.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Buyer's Guide
TitanHQ SpamTitan
September 2022
Learn what your peers think about TitanHQ SpamTitan. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
635,987 professionals have used our research since 2012.
Nanyo Nanev - PeerSpot reviewer
Managing Director at Sidney Group
Real User
It's an ideal solution for an MSP that's straightforward to use and configure
Pros and Cons
  • "SpamTitan is perfectly suited for managed service providers. It's easy to use and sell. It's also straightforward to configure and monitor. In my opinion, software developers at TitanHQ did an excellent job with SpamTitan."
  • "There are some minor technical aspects of the portals and management interface that could be improved, but there's nothing that prevents us from doing the job. BitDefender and similar products allow you to dive deeply into all the customers from a single console. Currently, I can only see our company on the console and not any of the customers. I have to log in somewhere else to see the customers, so that multi-tenancy is something I would like to see."

What is our primary use case?

We are focused on the MRR and the MSP revenue is the main one. This shifts the relationships to long-term with our customers. Our aim is to raise the bar of the customer satisfaction and value we provide.
SpamTitan is a natural add-on for our portfolio of MSP and MSSP offerings. We love upsells, so all the customers will eventually be offered the other products from TitanHQ, but it will be step by step. Usually, it takes time to onboard a new customer. We distinguish technologies, processes and people onboarding. This is the reverse order by importance, but the right one in the timescales.
Spam protection is not a new thing on the market and most customers have some other solutions in place. When we replace another MSP, we inherit agreements that can't be cancelled today. We onboard customers with many different technologies, so we have to provide service for them and wait for the contract to expire before we can replace that technology.

We use SpamTitan to reduce to amount of time our clients' employees spend on spam emails and protect them from malicious links and attachments to improve overall IT security. These are the primary use cases. With inflation in salaries, we don't want to waste the time of our customers and employees. Also, even if we provide IT security awareness training, some people may still click or respond to something in the wrong way. The e-mail channel is still the prefered method for virus distribution.

Every employee faces an avalanche of emails daily, so one doesn't want to make the picture worse. It is preferable to remove as much as possible and still have that self-learning mechanism.

How has it helped my organization?

Most potential customers worldwide are aware of spam and malicious emails, so it's an easy sell. We don't have to convince them or provide a lot of use cases. It's enough to compare the competing solutions and what they can do. 
We use SpamTitan in-house, and we recommend it to our customers. We don't have to explain how it will impact user productivity. They know it's something essential. If they don't have an anti-spam solution, they must deal with a lot of spam, which is very time-consuming. A standard office user spends between 30 and 120 minutes daily sorting through emails.

It becomes more effective as time goes on. Users receive reports and provide suggestions about what to do. After a while, the system learns what is safe or malicious, becoming more precise with fewer false positives.

What is most valuable?

SpamTitan is perfectly suited for MSPs. It's easy to use and sell. It's also straightforward to configure and monitor. In my opinion, software developers at TitanHQ did an excellent job with SpamTitan. 


What needs improvement?

There are some minor technical aspects of the portals and management interface that could be improved, but there's nothing that prevents us from doing the job. 

Most of the cloud-based service providers allow us to dive deeply into all the customers from a single console. Currently, I can only see our company on the console and not any of the customers, i.e. a multitenancy approach is required for every partner portal tenant. A single pane of glass.

The geo-blocking features could have more customization options. For example, our technical operations are based in Bulgaria. Same for VMware Bulgaria, HPE Bulgaria, etc. If you geo-block India and Bulgaria, there is no way to communicate with the HP call centres.

The big problem is that many companies have a very basic IT setup. They can improve security at the foundational level at least. Any product like SpamTitan will do much better because most of the issues will be removed.

SpamTitan will be busy with the tricky parts and not the basic ones. If you install and start using SpamTitan, where the IT maturity is low, you'll have a lot of false positives, and it will ask the user for suggestions. The customer might say, "Actually, this new product is not very good. It's asking me for everything." I would say, "Yes, it's because your organisation didn't do your job before that."

In other words, SpamTitan isn't the whole solution to the problem. SpamTitan needs someone to sort out the IT security audits and rectify the discovered issues or vulnerabilities to ensure all the prerequisites are there. After that, SpamTitan will do a proper job, but not every managed service provider or IT company understands that well. Again maturity is critical and it is applicable against MSPs, not only the customers.

For how long have I used the solution?

I used SpamTitan in various roles for the last few years. We are a relatively new MSP in the UK, but the Bulgarian MSP has been in business for 21 years.

What do I think about the stability of the solution?

Email isn't real-time communication, so no one will notice if an outage isn't more than half an hour. I've never had any complaints from our users or customers. I would assume there were no outages at all. If there were any outages, they went unnoticed.

In 2018, I experienced an issue with a SpamTitan competitor, it was out for around an hour. An outage could have a potentially high impact. Just imagine if you stop the email service to your sales team. Most organizations will survive if they can't use email for an hour, but not all of them. Still, the negative impact will increase with the time of the outage.

What do I think about the scalability of the solution?

SpamTitan is a cloud solution.  They've got a significant customer base worldwide and should have the experience of scaling out and scaling up already.

We have no concerns about scalability. Our existing customers are stable and don't expect a significant increase or decrease at the moment. There are always fluctuations, but we don't foresee significant changes. Our expectation is a gradual increase in the client base and more consumption of the SpamTitan service.

How are customer service and support?

I rate TitanHQ support ten out of ten. We needed help only once, and the issue was resolved in a day.

Our team love the whole experience of partnering with TitanHQ. It's exceptionally smooth. Most of them are of the mindset that they want to respond as soon as possible. Everything is seamless. If any of us need an answer, we just shoot them an email and get what we need after a couple of hours. It's simple, and the billing is sorted out, so I don't have to think about it. Everything is automated, and I've got the correct reports. It's no hassle and a considerably valuable is presented to MSPs and end customers.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

The only competing solution we used was Mimecast. The technology is fine and it works, but the pricing is prohibitive for some customers. Especially the archiving and the pearl in the crown is the data download from the archive.

Most customers use Mimecast to archive, but it's painful financially to move on from there. Other customers only use M2 due to the reasons above. They're much easier to migrate to SpamTitan. There are many other email archiving solutions, that provide a similar service.

There's no significant difference between SpamTitan and Mimecast from a technology perspective. They probably overlap 90 per cent. There are some minor differences that are insignificant. It wouldn't play a huge role in a customer's decision. However, Mimecast is significantly more expensive for the whole solution.  

SpamTitan is stable, and the support is doing its job as expected. We only opened one ticket the last year, and it was sorted during the day. It is a pragmatical decision to move to SpamTitan, considering all the factors.

How was the initial setup?

Setting up SpamTitan is extremely easy. Some customers have the technical knowledge to set SpamTitan up, but in general, they preferer to use an external partner for the implementation. Everything is on the cloud. You only need to tweak a few DNS records and provide the proper training to the end-users.

The deployment is straightforward. Sometimes, we have to help the customer to sort out a mess internally before they can set up our solution. The deployment takes around an hour or two if you only need to update the DNS records. If you've got all the data from the customer and you only have to apply the changes, you need an hour or two. Afterwards, you have a period of initial support where you hold the customer's hand in case something is wrong. Generally, it's straightforward and quick. In the worst-case scenario, it takes 24 hours. The end IT user training may take longer.
One person is usually enough to handle the deployment, but we may require an additional person with experience with the customer's email servers. For instance, they might need specific knowledge of Office 365, Exchange Online, Gmail corporate edition, etc. If there is an issue with a client's email servers, we might assign another person to help if the first one is unfamiliar with the email server technology.

What was our ROI?

Business organisations aren't paying salaries for their IT users to fight spam. Even if each user only spends 15 minutes daily moving all the spam to the junk box, they can multiply that by each workday for the whole year. Any spam solution will cost just a fraction of the payroll wasted.

The time to value depends on the scale of the organization, but a client will probably see a return in the first year. SpamTitan needs to be trained to determine what is good and bad. How long? It depends on the organisation.

In other words, a single customer would need to compare the wasted employee time for the learning period. After that, they don't have any more wasted employee time or at least it is significantly reduced. SpamTitan is sorting out that issue for them for free. It's a huge gain of the work time back on their business.

The benefits start immediately after implementation. IT users can see all the daily reports of how much spam they receive. They've got the control to say, "Release that email," "Allow this email," or "Block this email." They start to teach the system. In the beginning, they're happy to do that, but eventually, they get bored. Fortunately, the system begins to do most of the work itself. After six months, the value is almost at 85 to 95 percent.

After a year, it is close to 100 percent of its value. If you want to use an anti-spam solution, you should expect a minimum of three years before you get a proper return on your investment. The first year is spent making the system aware of what's happening. You've got the real value in the second and the third year. It makes perfect sense when you spread the value across all the years.

What's my experience with pricing, setup cost, and licensing?

The price of SpamTitan is reasonable and it makes sense. The end customer pays for the license and the professional services to us to set up the whole solution. Usually, it's part of a much bigger project.

What other advice do I have?

I rate SpamTitan a ten out of ten. It's an easy sell. The price is insignificant compared to the money the customer saves. They also have an insurance policy with high protection against reputational risk. It mitigates so many other risks for the organization. A modern organization needs to have spam protection and the overall maturity of the UK market helps to shift the conversation from "Do we need such a solution?" to "What solution is best for us?"

SpamTitan MSP model has adapted well for MSPs to resell the subscription and get the money from the customer to pay it back to TitanHQ. The support is good and quick. SpamTitan does the job and ticks all the boxes from an end-customer point of view and a managed service provider perspective. They deliver real value to both parties.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: MSP
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Ryan Shepherd - PeerSpot reviewer
Solutions Architect at a tech services company with 1-10 employees
Real User
Intuitive integration of DKIM signing in a highly flexible and customizable solution, with outstanding support
Pros and Cons
  • "I like that advanced features such as DKIM signing are integrated into SpamTitan. It works well, and setting up DKIM can be cumbersome for many email servers, particularly with Microsoft Exchange. DKIM signing verifies the sender's authenticity by applying a signature to outgoing emails, and it was straightforward to set up within the solution."
  • "There is room for improvement in automation; better wizards for deployment, for example."

What is our primary use case?

We are a managed service provider, and many of our customers have email on-premises with Microsoft Exchange Servers or through cloud-based services like Microsoft 365. They weren't satisfied with built-in spam filtering, received too many spam emails, and suffered from phishing attacks etc. This highlighted the need for a robust anti-spam solution for us to roll out for our clients, and we decided to go with TitanHQ SpamTitan. We've had a good relationship since then, and they cloud host our instance of SpamTitan; it's otherwise managed by us internally.

How has it helped my organization?

I don't think that's sort of in the scope of this type of product. So no, I don't think it really applies.

What is most valuable?

I like that advanced features such as DKIM signing are integrated into SpamTitan. It works well, and setting up DKIM can be cumbersome for many email servers, particularly with Microsoft Exchange. DKIM signing verifies the sender's authenticity by applying a signature to outgoing emails, and it was straightforward to set up within the solution.

TitanHQ support is very helpful and responsive. When we wanted to make changes, needed assistance customizing the solution, or had any concerns, they are there for us, and that's a key feature.

When clients approach us looking for tech services, we put together a proposal to address their needs, and if those include email security and anti-spam, we pitch SpamTitan. The price is per user, and we set up the solution in front of the client's email service. The product filters all incoming and potentially outgoing emails, allowing only the clean ones through. 

We appreciate how customizable and flexible the solution is. It allows us to operate how we want, especially as we have our own instance. We have two of them in a cluster for redundancy, and we can go in and make whatever changes we require with no problems. 

We have a good partner relationship with our TitanHQ sales rep. They are very responsive in terms of support; our concerns are taken seriously and resolved appropriately. We are an SMB and work primarily with other SMBs, so vendor relationships and trust are essential to us. When partnered with a gigantic company, there is a risk of our voice going unheard when we have complaints, which hasn't happened with TitanHQ. 

Regarding filtering emails, we have two main requirements: reducing the spam cluttering users' inboxes and, more importantly, filtering out malicious emails containing viruses, malware, phishing attacks, etc. The product has done a great job filtering those out, and when it comes to security, an ounce of prevention is worth a pound of cure. The consequences of a malicious email getting through are potentially very severe, and the system could be compromised. 

It can be hard to quantify as users aren't even aware of the viruses, malware, and phishing emails SpamTitan rejects before reaching their mailboxes. I'm sure it's saving employees' time, as just one malicious email can cost a significant amount of productivity. If someone's account is compromised, even if there are no other adverse effects, we still need to reset their credentials and multi-factor authentication. The more significant concern of an account being compromised is data leakage; if a bad actor got in and saw our emails, what sort of information can they glean from that, and how can they use it? We saw cases before we started to use SpamTitan, or in our clients who don't use the product, where malicious actors got in and were able to run financial scams because they could get into the emails and see invoices being sent to customers. Preventing these situations is one of the key selling points of the solution, and it has increased our spam catch rate and reduced the number of false positives. 

What needs improvement?

The authentication functionality could be improved. We liked having a single sign-on approach in that our customers could use the same username and password for their workstation, email, and spam filter. That integrates very well in an on-premise environment. Microsoft has since moved away from some of its legacy authentication methods, so it's no longer possible for our clients to use the exact login details for SpamTitan and Microsoft 365. SpamTitan has yet to introduce modern authentication methods. Although we can use the solution's native multi-factor authentication, it isn't compatible with Microsoft 365's MFA, requiring the use of different usernames and passwords. It would be great if TitanHQ could improve that to be compatible with modern authentication. 

There is room for improvement in automation; better wizards for deployment, for example.

For how long have I used the solution?

We have been using the solution since April 2019, and we've filtered over 20 million emails for our customers.

What do I think about the stability of the solution?

We've had one major outage since 2019, where one of our nodes was taken down, and the other was impacted, but not entirely down. We needed support to get up and running, but the solution is 100% stable apart from that occasion. It's not perfect, but no cloud service is, and I would say that one issue over three years of use makes SpamTitan a highly reliable product.

I'd say the stability is comparable with other solutions. When we were with Roaring Penguin, there were one or two outages over a similar period. No product is up 100% of the time. When cloud services go down, we feel it because there isn't anything we can do, but SpamTitan has very high uptime, and I think most cloud services have very high uptimes.

What do I think about the scalability of the solution?

We haven't had any scalability issues; our two nodes have handled all the traffic we're throwing at it, so we haven't had to scale beyond our initial deployment. TitanHQ manages that for us, and we don't have to pay any mind to scale resources in terms of CPU and RAM. At one point, they may have increased logging disk space. Other than that, there has been no need to scale.

How are customer service and support?

I rate them a 10 out of 10. The support isn't 24/7, so tickets submitted on the weekend may not be answered until Monday, and there is a time difference as they are based in Ireland. We brought this up with our rep, and they gave us a direct line to get support from a technician in urgent scenarios. We used that once and woke the technician up on the other end. TitanHQ always adequately addressed our concerns; they took the step to make up for the issues we raised about the availability of technical support, which is very valuable. 

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We have a large customer base, so we inherit the different solutions that come with them; that's a lot of different products. We had clients using Microsoft 365's built-in spam filter, GFI MailEssentials, and other on-premise solutions, so we became familiar with these products. As an MSP, we don't necessarily dictate our customers' solutions. We provided firewalls with email filters from a vendor called eSoft, then acquired by Untangle, and an anti-spam solution by Roaring Penguin Software. They were purchased by N-able, which shut down the service and pushed for our clients to move to Mail Assure. We were satisfied with Roaring Penguin and didn't like Mail Assure, which triggered our search for a new solution to offer our customers. There was also an internal goal to standardize in our company, to focus on one solution.

We chose SpamTitan because it was closer to what we were used to with Roaring Penguin; it was cleaner and more straightforward than the other products. Mail Assure, for example, had a confusing interface, so we went with SpamTitan as our first cloud-hosted solution.

How was the initial setup?

We went with the cloud-hosted solution, so we didn't have to install anything, TitanHQ deployed it for us in the sense that they configured the environment.

In terms of deployment between my company and our customers, it's straightforward. There are just a few steps to add a new customer: adding their domain, adding the point where the mail is going, configuring the settings according to their requirements, and documenting the process. It only took us a few deployments to become very proficient at it. However, some automation, especially in the form of a deployment wizard to assist in setup, would be a welcome improvement.

There is always a tradeoff between feature-rich products and ease of configuration or complexity of setup. I would say SpamTitan is a happy medium, there are a lot of settings and a corresponding learning curve, but the documentation and support are there to make that process smooth. The UI is also user-friendly and straightforward, with little help buttons and question marks to click for more details. Configuration isn't any more difficult than I would expect with a feature-rich, complex product. Especially a spam filtering solution as it's such a cat and mouse game, it's never going to be one-size-fits-all. Our customers have widely differing requirements, so customization is vital. 

The maintenance is very light. The only maintenance requirements are occasional configuration backups and upgrades and version upgrades. Those consist of clicking install, next, and done, so maintenance is simple.

What was our ROI?

Any security solution is generally a good return on investment, whether it's spam filtering, antivirus, firewalls etc. We can't be sure what we have been protected from and what may have happened if we didn't have the protection SpamTitan provides.

What's my experience with pricing, setup cost, and licensing?

The pricing and licensing are acceptable. The licensing is somewhat different; TitanHQ gives us a peak cap of simultaneous users, which they calculate as the number of email addresses viewed through so many days or weeks. That's considered our number of users, but it isn't always a one-to-one relationship, making it harder to resell. We can't say precisely that the solution costs X per month per user, but that's how we present the price to potential customers, and we just ensure we receive more than we pay to TitanHQ. The licensing hasn't caused us any problems, but it would be better if the pricing were per-user. I know that's not easy to achieve on a technical level.

Which other solutions did I evaluate?

We looked at the N-able Mail Assure solution and a Barracuda spam filtering product. We did the sales calls, received demos, and got quotes for pricing, but the SpamTitan UI won it for us.

What other advice do I have?

I would rate this solution a 10 out of 10. 

We implemented the geo-blocking feature due to concerns coming out of Ukraine and Russia, so we decided to geo-block emails from that part of the world. Unfortunately, this isn't the product's fault; it didn't work for our customers because they had legitimate vendors or partners in that region. We had to turn the feature off because it interrupted our customers' business. That is not to say geo-blocking isn't a good feature; it just hasn't been compatible with our customers' needs. I can see how this feature could be handy in the future. 

I would advise reading the documentation and reaching out to support if you need any help. They're very helpful.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
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Tech Person at a computer software company with 11-50 employees
Real User
Great spam catch rate and low false positives with extremely helpful support services
Pros and Cons
  • "The new SpamTitan Plus with the Link Lock feature is great. We implemented it and use it as well."
  • "They can increase some of the reporting around user logins. In order for us to make that determination, we have to pull down reports. They could make it a bit easier."

What is our primary use case?

It is an effective email filter, however, it's increased over time since they have new features that expand the offering. We use it for more security-based uses. 

How has it helped my organization?

We are able to report on various different odds and ends as we see some increase in spam. We do so using the base and logic that's built into it and it is helpful. It allows us to use some deep learning features to proactively block spam. It's really been one of the most effective spam filters that I've worked with for an on-premises solution.

The Link Lock feature with SpamTitan Plus has been great. We're all pretty familiar with the technology. That said, as we work throughout our day, we're moving fast and people won't always spend the time to diagnose potential danger before they click. This is why that feature alone saved us tremendously.

There are a couple of incidents where we had to do triage when somebody clicked on a link. The Link Lock feature prevents anything bad from happening. It stops it right at the gate. It gets people to actively think and also helps us train our staff. We get reports of, "oh, you know this, why am I seeing this prompt?" It naturally puts that little bit of a mental block in between the process, and that alone is tremendous. It's overwhelmingly beneficial just as a general-purpose mail filter. We saw benefits from it immediately.

We typically won't roll out a new product to all users. We did some initial testing, rolled it out to some of the staff, and eventually rolled it out to all the staff. It's still highly beneficial.

What is most valuable?

SpamTitan Plus is another feature that we use, but it's primarily an email filter or email security facilitating appliance.

The features that we're finding to be most valuable are mostly those that leverage the quarantine and some of the reporting functions. We like all the blacklist details and the day-to-day reports that it generates for spam and users. All of that is highly tunable, which is much appreciated.

The new SpamTitan Plus with the Link Lock feature is great. We implemented it and use it as well.

We use SpamTitan's geo-blocking feature. It allows us to block spam emails that enter our network and servers and reduces our spam intake. Some of those features are also fantastic as they enable us to report on, for example, who's the most active spam relays. We can see all IPs when going into the console. We've integrated a process where we review SpamTitan and then add those kinds of details in order to block both efforts. If a user has any issues, I can use the reporting feature and see what is being blocked through geo-blocking or what is being blocked by our firewall appliance.

It saves us time. All of our changes are really pretty quick. As far as time-saving goes, if I compare it to a previous solution like Postini, which is an old Google product that was very similar, SpamTitan is easier to navigate. When I started to use SpamTitan, I discovered that it was actually much easier to administer than Postini, which helped save admin time.

In terms of geo-blocking, most of the reporting functionality is baked into SpamTitan, it relays all those details and shows us what IPs are relaying spam. We go through a process where we start wide, and we don't open up a lot due to the geo IP blocking. It can be really dangerous if we don't use that sparingly. By looking at the reports that SpamTitan generates, we can go and add those details to the geo-blocking feature and make some decisions based on that. This is mission-critical. It's the first line of defense. Email is something that every organization leaves exposed to the internet and it's constantly being attacked. Email is where the number one cause of phishing scams originate which is why it's 110% mission-critical.

SpamTitan helped save employees time by not having them sort through junk and spam emails. Being able to create that and have it generate the quarantine reports, keeps everything consolidated. I can dial it in to what I like. If I want to go extreme or want to go light, it gives me those options.

Quite a bit of time was previously spent sorting through unwanted junk. That was one of the biggest complaints. When I started to dig into it, I was pretty amazed at how quickly I was able to rectify just going through the console. It has options too for being able to go and administer user accounts, so as an admin, I can go through and make decisions and choices before the user even sees it. Typically, we require that people check their quarantine at least once or twice a day. As an admin, I may go through and see what is happening before the end-user notices it. With one person we can tackle that task versus everyone in the company having to do it individually, which compounds exponentially.

The spam catch rate and false positives before versus after implementation were night and day. When I first started it, they hadn't done a lot of the tuning. Then, once I started to ratchet down the tuning it changed overnight. At that point, I was getting compliments from the staff.

What needs improvement?

They really just need to continue to roll out new features. They constantly develop this product. We get updates at least once a quarter and sometimes multiple times per quarter. We investigate new trends for spam relays or malware, and the SpamTitan team constantly adds new features to it to address what we find. They constantly improve what they've got, which we appreciate and we hope they continue to do.

They can increase some of the reporting around user logins. In order for us to make that determination, we have to pull down reports. They could make it a bit easier.

The finesse of the reporting could probably be improved. Being able to filter and generate reports and being able to ship those reports to different users would be ideal. It's got some of those features built-in, however, increasing some of that could be beneficial. For the work that we do and with the way we administer it, oftentimes we have to pull down logs and rig through the logs to find out what happened. Maybe some additional reporting as to why it flagged spam would be useful and the reasoning behind why it actually flagged email X. Or, if we get a false positive, then explain why. Right now, we do a manual process where we go through the logs. If they increase the level of reporting, we’d pretty much have a perfect product.

For how long have I used the solution?

I've been using this solution for about six to seven years. It was implemented before I started with the company.

What do I think about the stability of the solution?

The stability is great. I've never had a problem with it.

I had problems with Postini on a couple of different occasions, however, it was also an off-premises solution too. I also had my WAN that's involved in that connection and Google's far-end servers. With this solution running on-premises, I forget what they run an OS on it. However, it's a Unix-like operating system that runs well, it will process updates, and we've never had an issue with an update. It just keeps going.

What do I think about the scalability of the solution?

In terms of scalability, I've never really investigated it as we really didn't have much of a need to. I do know that it's got high availability features and it's pretty easy to set up. It's also got an API call that you can implement with it too. If you wanted to manage it with some other kind of NMS or something like that, you can, as it has those capabilities. We don't particularly have a need for it. There's less of an attack vector.

How are customer service and support?

SpamTitan's support is amazing. They answer any questions you have 24/7. The way they can connect remotely to help diagnose problems is great. I've never had a bad experience with their support team.

I can't think of another vendor that I work with that has better support than SpamTitan. They either give me a solution, give a workaround, or explain what's going on nearly immediately.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

The last solution I used was Postini before Google retired it. That was almost a decade ago. I don't think Postini is still around anymore.

I didn't necessarily make the switch, it was already in production. I'm not really interested in another product. Purely from a support standpoint alone, in a world where customer support is all but dead, SpamTitan consistently delivers.

How was the initial setup?

I was not involved in the initial setup, however, when they deployed it, it was very light. They didn't take advantage of a lot of the features and it's got a very deep feature set too.

Some of my support engagements are purely just asking questions, however, they never give me a whole look at the manual or pawn me off. They answer the question almost immediately.

In terms of the environment we have, it pretty much sits at the gate for all of our inbound emails and it's used for the entire company. If you categorize this into a smaller to medium business category, it handles less than 50 users. 

Other than standard updates, this solution doesn't require any maintenance. We have five or so people who can handle the maintenance aspect. They are there mostly to maintain the quarantine, watch, regulate the product, and continue to tune it over time.

What was our ROI?

The ROI from a SpamTitan license is pretty good.

It pays for itself. If it mitigated one event then it's paid for itself. These days, if ransomware gets into your network and takes over, you can have a really, really hard time. The cost per the ROI on it is tremendous for sure.

What's my experience with pricing, setup cost, and licensing?

The solution is very affordable. 

Which other solutions did I evaluate?

I didn't look into other options. I really didn't feel like there was a need to.

What other advice do I have?

We have it on a single server on-premises. It's the latest release. 

We do not use ArcTitan or EncryptTitan. We have other solutions that we work with for those use cases. I would use them if we didn't already have that kind of other processes that we look at. We just don't have a business need for it.

I would rate this solution a ten out of ten. I recommend it to anyone that's looking for a solution like this. I'd advise potential users to just buy it and figure it out and they'll be there to help you. Their support is excellent. I cannot say enough good things about them. 

Which deployment model are you using for this solution?

On-premises
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Chris Anzalone - PeerSpot reviewer
Senior Network Engineer at Vermont Telephone Company, Inc.
Real User
IMAP integration avoided need for a ton of setup work, and reporting provides a practical view of issues
Pros and Cons
  • "The discovery work to resolve [issues] has gotten so much easier because we can see what's going on right at the edge of our incoming and our outgoing mail. A regular tech support dude can log in... and get a very practical view of what is going on..."
  • "The admin user interface is very granular. Anyone who is in IT can relate to the statement: "With anything granular, there is going to be a little bit of complexity." It can be difficult, on a layer-by-layer basis, to wrap your head around it. Because the administration interface is so granular, some of the categories and some of the settings end up in really odd places. It's hard to figure out where a certain setting is sometimes."

How has it helped my organization?

It feels like we have a little bit more control with SpamTitan than we had with our previous solution. We have a little bit more insight as to exactly what's going on in the cloud. We get full logging of those mail servers. It's been great.

In addition, the solution's integration with IMAP was a big reason we went with it. While it didn't really improve our organization, it mitigated a ton of setup work we would have had to do if we had had to go with something else.

And the reporting is something that has made our business run more efficiently.

Our false positives have gone up, but what we have found is that people actually really like seeing a lot of emails denied and then being able to allow them, as needed. That's been great. It gives them more control over what's coming in.

What is most valuable?

There are two things I find extremely valuable. They are among the most important things for ongoing administration purposes.

The first is that the product offers both inbound and outbound spam filtering and it enables amazing reporting. It's very specific and very easy to track down.

For example, if somebody calls us and says, "Hey, I'm having a problem not getting an email," or, "I'm having a problem sending an email," or, "I sent an email and it's not showing up," the discovery work to resolve those kinds of things has gotten so much easier because we can see what's going on right at the edge of our incoming and our outgoing email. A regular tech support dude can log in and type in very little information about what the customer is calling about, and get a very practical view of what is going on from address to address or regarding a subject line. They can filter on all sorts of different things.

That's probably the most important feature because we do get a lot of people who question our mail service. Now, unlike before, those requests don't come to me. They're very easy for our tech support department to look into and give the customer an answer right then and there.

The second valuable feature is built-in rate limiting. I haven't played with it yet because we have our own rate-limiting solution built into our mail solution on site. But when that needs an update or when that stops working, you better believe that's going to be something I'm going to lean on in the cloud because it's already there. It's already set up. I will just have to type in what we want it to do. That is a value-add. And my boss, the CTO, spoke up and was excited about that as well.

What needs improvement?

The admin user interface is very granular. Anyone who is in IT can relate to the statement: "With anything granular, there is going to be a little bit of complexity." It can be difficult, on a layer-by-layer basis, to wrap your head around it.

Because the administration interface is so granular, some of the categories and some of the settings end up in really odd places. It's hard to figure out where a certain setting is sometimes. I brought up the issue to our sales guy and, from what I understand, they're working on that.

But it's also something I can appreciate because it gives me the flexibility to delegate control to anyone in our organization, whether it be us, as the global administrator, or our tech support people and I only want to give them access to certain domains. I can also give control to a customer who registered a domain through us and who wants to manage their own domain. I wouldn't say it's super-intuitive, but it is granular.

Also, a little bit more email that is categorized as "clean" is coming through nowadays. But with that said, it's doing a great job at blocking a lot of the more obvious, blatant spam—the newsletters and the marketing stuff that you can usually unsubscribe from. Those are the types of emails that 90 percent of people don't want. But compared to our last spam filter, it does let a little bit more email through that is categorized as "clean."

For how long have I used the solution?

We've been using TitanHQ SpamTitan for just over one year. Just a few weeks ago we got our one-year renewal.

What do I think about the stability of the solution?

It's been extremely stable. Everything that it uses has worked. It has built-in error alerting and that has worked. That has told us about what's not working or what's filling up. We're happy with it.

From one to 10, where 10 is "most important" in terms of our requirements for this kind of solution, stability is a 10. That's our number-one priority. We have about 18,000 users in total, and if the solution goes down we start getting a lot of calls.

What do I think about the scalability of the solution?

From my understanding, the solution is in AWS and TitanHQ can very quickly stand up extra virtual machines and add them to the cluster. The scalability is infinite. I have zero worries about scaling.

How are customer service and support?

They have amazing tech support. They went above and beyond. During setup, they gave us templates for our end-user customers that we could put our name on. They trained our tech support guys. They also reach out once in a while and say, "Hey, it looks like you have an update available for your server. Do you want us to do that, or do you want to do that?" They're very nice. They're not too pushy or annoying. They actually add value, which is a breath of fresh air.

I wish everyone would care and respond the way these guys do. I can't think of another example of where I have been impressed by a vendor's tech support. I have very low expectations when it comes to tech support, typically. They generally do not add any value. I usually feel that I need to pick up that slack and be that person. It's been great that I can actually throw a question out to them and get an answer in layman's terms; something that I understand. They will go above and beyond and actually offer a little bit extra when they reply. That's nice because I don't know their product. They're trying to teach me a little bit more about it so we can both win.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We started with a product called Roaring Penguin. We ended up getting forced out of that solution due to some company buyouts. They were purchased by AppRiver. The thing that was unique about Roaring Penguin was a very unique way of authenticating our users, which we wanted to keep consistent.

We wanted to keep our infrastructure intact and not have to build anything new. A lot of the new spam filters required some sort of LDAP authentication and we were using IMAP authentication. It was great when we found out that not only was SpamTitan less expensive than a lot of the other solutions, but it was very granular and allowed us to do things that we had been doing already with our previous spam filter.

In terms of the stability of SpamTitan versus Roaring Penguin, they are both very good.

How was the initial setup?

I've been dealing with email since I was a teenager, so for me the setup process was really intuitive. Email, for the most part, is black and white they allowed me to set this up in phases and to test it in phases. I had all the confidence in the world, when we were ready to cut over to it, that it was going to at least flow and that everything was going to work correctly. Everything was tested and from there it was just a matter of tweaking things. I didn't need help to set it up, so overall, I thought it was intuitive.

When setting it up, we had a rocky start with just a little bit more spam coming through than we previously had. That was expected to a certain degree because we didn't move a lot of our rules over to it. Our users had done custom whitelisting and we had no practical way of moving that over.

SpamTitan tech support did a great job at giving us a generalized solution for that, which people actually preferred. It was more of a, "We'll catch everything and you guys let through what you want" approach. That has done just an outstanding job. We've been hands-off since the first couple of months and it's been great.

The prep work for the solution took about a week. After that, it took about another two weeks. Week two was cut-over and dealing with some of the extra spam that we were getting. In week three, I focused on outgoing spam filtering, and that also took a little bit of support.

In terms of maintenance of the solution, most requests get funneled my way. There have been things delegated to our tech support department. They have been given training directly by SpamTitan, which I thought was really cool. The training was also recorded and we let our new hires watch that training. There aren't a lot of escalations that come my way. I don't even hear about 95-plus percent of the tickets because they're able to whitelist or blacklist something on behalf of a user very quickly. Beyond that, I get involved with things like a spam campaign. I track down where it's coming from and how best to block it.

Which other solutions did I evaluate?

We evaluated AppRiver and SolarWinds' Spam Experts. We went with SpamTitan because it was the only one with IMAP authentication. But it was not only that. They had a name out there and good reviews. I felt good about using them.

What other advice do I have?

My only advice is that if you're forwarding email to external addresses, and also make use of the outgoing email filter, you may want to test that scenario.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Cindi Cockerham - PeerSpot reviewer
Network Engineer at Purple Language Services Co.
Real User
Suspicious links aren't coming through anymore, saving time for both employees and admins
Pros and Cons
  • "It's catching things that might otherwise have gotten through in the past. That was when we were working with a site that didn't put emails through two antiviruses before they got to our system."
  • "It took some adjustment and some getting used to when it came to where to add the users and the general layout. It wasn't very logical or intuitive. That functionality was under the Anti-Spam Engine instead of Domain or User Policies."

What is our primary use case?

We use it in our email flow against spam and other unwanted emails.

We are a company that provides video interpretation for the deaf and the hard of hearing. We also do in-person and relay services. Communicating with that large percentage of people relies heavily on email. We need to ensure that we have a good, solid way to filter out any unwanted emails or spam.

How has it helped my organization?

We're very pleased with SpamTitan and the functionality that it has given us.

It has saved us money and time. First, it's catching things that might otherwise have gotten through in the past. That was when we were working with a different solution that didn't put emails through two antiviruses before they got to our system. Any suspicious or malicious activity that's being caught in our system isn't coming from email. When you get viruses, it's very costly, and that is where it has saved us time and money. The suspicious links aren't coming through anymore and we don't have to warn people not to click on them.

Before, we would go through tickets that said, "We got this," and I would look at those tickets and wonder, "Did they click on the link?" It would end up being a phishing email and we'd have to scan our systems. We don't get those anymore. That means it's not just saving employees time, because now they don't have to put in a ticket when there is a link in an email. It's also saving time for all of us who are administrators of the spam solution because we don't have to investigate and put a block in because it has already been filtered out.

I don't know what the percentage difference is between our spam catch rate now and what it was, but I know it is very high.

We have not given our end-users access to the portal. If they have spam issues, they put in a ticket and one of our admins looks into it for them in SpamTitan. It's worked so well that we've hardly had to do that. In the last year, we may have had to go into SpamTitan half a dozen times, whereas before, we were getting those kinds of tickets and having to go into Barracuda at least four to five times a week.

What is most valuable?

One of the features I really like is the layout of SpamTitan.

It also gives us more control over the spam functionality. We were able to customize the emails for our end-users. Branding things is very important. It makes it so easy to manage and change, as we've merged with other companies and we're now using a standardized name. There are some more changes coming up and, from what I've seen, it looks like making those changes is going to be very simple to do. I really appreciate that.

What needs improvement?

It took some adjustment and some getting used to when it came to where to add the users and the general layout. It wasn't very logical or intuitive. That functionality was under the Anti-Spam Engine instead of Domain or User Policies.

It could be a cultural thing. I'm in the U.S. and the solution comes from Ireland, and cultures are very different in how they label things. It wasn't very logical for someone in the U.S. in terms of the labeling of the tabs and finding where to do things. We also came from a tool where things were labeled a little differently. But once you get used to it, there are no problems at all.

It would help if we could customize it a little bit. But that issue is so minute.

For how long have I used the solution?

I have been using TitanHQ SpamTitan for about a year.

What do I think about the stability of the solution?

The stability of the solution is a 10 out of 10.

What do I think about the scalability of the solution?

It's very scalable.

We have a couple of thousand users and we've deployed over multiple different domains, all going through SpamTitan. The fact that it's so easy to put a new domain into the system means there's no problem with the scalability at all.

How are customer service and support?

TitanHQ's support has been phenomenal. Not to downgrade anyone, but when we would contact support for our previous solution, we wouldn't get any response. It took six to eight weeks to even get a response. With SpamTitan, we get a response within an hour or two.

You don't have to wait and wonder if you're going to get the attention you need. They're on top of it. Even if you don't get an answer right away, they still respond to you so that you know you're on their radar.

I would rate their tech support a 12 (twelve) out of 10. They could definitely teach a lot of people about soft skills and customer service, because they're wonderful.

I've only had to contact them twice over the last year because the tool runs so well. One of those occasions was because of the security certificate issue and we just needed a little guidance. The second one was to get on their radar to make sure that the specific KB articles were applied and they reassured us they were. And when we checked, they were. They were just simple questions.

If you compare their tech support to that of other solutions, they rank among the best. I've had to contact tech support for Cisco, for Zoom, and for many other solutions. Even though Zoom has rated fairly high, SpamTitan is still higher. I would give Zoom a seven or an eight out of 10, but SpamTitan is definitely way above that. I have not come across many solutions that have come close, even outside of spam solutions, other than CrowdStrike's technical support. They do get back to you, but they're still not at the top of the game. SpamTitan's tech support is at the top of the game.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

Initially, we had Barracuda but it didn't give us all of the features we wanted and they also upped the price by four to five times the rate we had been paying. It also wasn't user-friendly. They had not changed its interface in so long that it was archaic. In addition, it took more time when we needed to block something. With SpamTitan, you just put it in and it's done. Barracuda wasn't as easy to work with as SpamTitan is.

I started looking for alternate solutions.

I found SpamTitan, which had actually been around longer than Barracuda. It had better reviews and more features that we needed and functionality that we wanted, for a reasonable price.

It's also light on the maintenance side.

How was the initial setup?

I led the deployment and the only bump in the road we had was with deploying the security certificate. When we reached out to TitanHQ they gave us direction and it was resolved within two hours. The bumps in the road weren't because of SpamTitan and they really quickly gave us direction and we just ran with it. All in all, it was very simple to get everything deployed.

We did have a person at TitanHQ who worked with us. When we did the actual deployment, we had a meeting with that person and it went off very smoothly.  It was after the fact that we found we had an issue with the security certificate and that's when I contacted support.

I was on the deployment call as well as the person who manages our cert and our Exchange Servers, our director of networking, and our CIO.

What was our ROI?

I can guarantee you that we have seen ROI if only because it's blocking the phishing links. That one piece alone saves time and money. Instead of the long and complicated process of having to investigate a link, company-wide, to make sure that it didn't go anywhere, I've dealt with just one instance since we put in SpamTitan and it wasn't a real phishing link. It was just something we needed to block so it wouldn't annoy people. 

The fact that it's catching phishing links is one of the biggest benefits. If somebody were to click on one of those links, not only could they bring in a malware infection, but they could give people access to our data.

What's my experience with pricing, setup cost, and licensing?

I love the pricing of SpamTitan and they don't price gouge. 

The reason that they can be so reasonable with their cost is that they don't have to spend a lot on support. It's such a stable product that you're not needing to contact them that much. If their customers don't need to call support every other day, they can give them a solution that is cost-effective.

As a company, our rates are controlled by the government. The fact that we're able to get a solution of this magnitude that we can actually afford means anybody would be a fool not to do it.

Which other solutions did I evaluate?

We narrowed it down to three options: Barracuda, SpamTitan, and one other. 

What other advice do I have?

My advice would be "Do it." It's simple. If you want a spam solution that, number one, is going to work, this is your solution. And if you do have issues, you're going to be able to reach someone to get them taken care of without question. You will have very little to do once it has been implemented and it gives your environment a lot of security. What you want to do is use SpamTitan.

This is a phenomenal solution.

The reviews I read about SpamTitan where people would talk about all the good things, and that there are no negatives, are factual. They are that good. It's just wonderful.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Vipin Malhan - PeerSpot reviewer
Network and Security Engineer at Total Outsource
Real User
Easy to set up, has a good interface, and the Link Lock feature blocks untrusted URLs in messages
Pros and Cons
  • "The user interface is great. Everything is in the browser; it is easy to set up and there are not a lot of tabs."
  • "I would like to see a filter for searching inside the message content when it is quarantined."

What is our primary use case?

SpamTitan is our primary defense for email against spam and viruses.

We have it running on a virtual machine image that they gave us. It is hosted in our data center.

How has it helped my organization?

We have noticed a trend of approximately 5% growth in spam per year, versus legitimate email, and SpamTitan seems to catch almost all of it.

Using SpamTitan saves us a ton of time. We have users that get literally thousands of junk emails a day. The longer you are at an organization, the more spam you seem to accumulate, and it seems mostly the owner specifically. In our scenario, they went from getting like two or three thousand junk emails a day, to now just two reports a day. They don't have to go through each email to filter what's actual work and what's just junk.

We had some users that were spending two or three hours going through email. There is a huge difference for some people, although it depends on the user. Some people do not use email often so it's not really beneficial for them. For the people that spend a lot of time sending and receiving email, it's saved quite a bit of time. It is upwards of hours in a day. Also, it saves me a ton of time because it prevents them from clicking the wrong thing.

Twice a day, it sends a report of what it has caught. I haven't actually looked at the report in perhaps two years because the accuracy for my inbox was always dead on. At the same time, however, we have a lot of users that check the report all the time. One reason is that they may have a new client that is accidentally classified as spam, or they receive a legitimate email that contains a lot of spam keywords. One of our clients is a large equipment manufacturer and they send legitimate emails with marketing taglines that sometimes get flagged as spam. For the most part, we have very few false positives.

What is most valuable?

SpamTitan is good at catching zero-day viruses and spam messages.

One feature that helped us a lot in the past year is the Link Lock. It will check the URLs that are included in messages and if they're not trusted sites then the link will be blocked.  For example, our users will receive an email that says something to the effect of "Your password is about to expire, so please click on the enclosed link." If they click on the link, it causes a huge headache for us. Now, it's automatically blocked, which saves us a ton of time.

The Link Lock feature will check every URL in your email against a database of legitimate URLs. A malicious URL might go to a phishing site or a hacker site but if it isn't in the list of valid URLs, it will respond with a message that says "Blocked by SpamTitan Link Lock". It re-writes the URL so that it goes through their server, rather than the URL itself.

We just recently turned on the geo-blocking feature to block emails from Russia and Ukraine. We don't monitor the email that is blocked, unless it comes under the "relay denied" classification. That is approximately 2% of our total intake.

We use the whitelist feature to allow exemptions based on trusted senders. This is an important feature because we have approximately 12 sub-companies, and there is a good deal of marketing material sent between people. We configure them as trusted senders so that the messages don't get classified as spam, due to a large amount of marketing material. The whitelist allows them to communicate with each other and not get filtered out.

The user interface is great. Everything is in the browser; it is easy to set up and there are not a lot of tabs.

Most of it is simple to use and the side that the user sees is pretty intuitive. That said, there are grades of difficulty based on user experience.

What needs improvement?

When an email is quarantined, there are a couple of different search filters to help find what you're looking for. Having more choices would be helpful because as it is now, we can search for inbound or outbound, the score, the subject, and the email address. I would like to see a filter for searching inside the message content when it is quarantined.

For how long have I used the solution?

I have been using TitanHQ SpamTitan for approximately seven years.

What do I think about the stability of the solution?

This is a stable product. Our current uptime is 412 days. It was offline at the time because we had an outage in our data center. We had something plugged in wrong, so the fault was on our side.

Our service from them has been steady, including our daily antivirus updates. We've not had any problems. Stability is very important to us because if this goes down then we don't get any email.

What do I think about the scalability of the solution?

We are not really seeing a heavy load on the machine that we host it on, so I assume it could go much higher. Now, we have a 500-user license, but we seem to be going over it every day. For example, at the moment, it's showing 755, so we're probably going to increase to a 1,000-user license when it comes up for renewal in another month.

With a current load of approximately 6%, I'm sure that it can easily go to 10,000 users on our hardware.

Everyone in the company uses it, although I and the CTO are the only two administrators. Our CTO takes care of the management, whereas I am the network/security administrator. I normally perform the maintenance, although the CTO does it sometimes.

How are customer service and support?

If I need support, I can immediately send a ticket and click connect on the website. They'll be able to go in and do whatever they need to fix an issue.

Initially, we were hesitant to join because they are based out of Ireland and we were concerned about being able to get support. However, it's never been an issue. I'm the main contact for support, and I might call them once a year for a weird issue. Usually, they get back to me within 30 minutes.

I would definitely rate their support a ten out of ten.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

Before SpamTitan, we used to use MailGate, from Tumbleweed. The biggest difference between these two products was the price. The functionality was very close to the same but SpamTitan is approximately 30% of the price. Similarly, both are pretty stable and I wouldn't say that one was more stable than the other.

We switched because everything seemed to be as good as it was with solutions from the other big providers, with a huge difference in cost.

How was the initial setup?

It took us approximately an hour to set it up, and most of that time was on Office 365 to route incoming mail through SpamTitan first.

Ease of setup is something that was more important to me than it was to management. They would have preferred to use a free, open-source product. The problem with the open-source products is that anytime we needed to make a configuration change, it would take three or four days of research to figure out how to do it.

This is in contrast to SpamTitan, where there are only eight or nine tabs, with eight or nine subtabs on each one. For the most part, setting it requires visiting perhaps six tabs. If you have a question about any of the features, there is a question mark icon on the browser explaining each one. It's pretty well organized from the administration side.

What about the implementation team?

We implemented it ourselves.

What was our ROI?

We have realized ROI from our time savings. It has saved me hundreds of hours because we have people in one department that would constantly click on links that were bad. Most people would know not to click on them but certain people would always click on malicious links. Once that happened, they had a virus and it was sending out viruses to everyone in their email contacts.

Every time that happened, it cost me between 50 and 60 hours of time to fix the problem. It was an absolute nightmare that used to happen once or twice per month, and now the incidence of that has gone down to almost nothing. 

What's my experience with pricing, setup cost, and licensing?

We implemented SpamTitan over other solutions because of its price. The functionality of all of these services is pretty much even, with the main differences between them being support options and where you can deploy them.

For other vendors, we had to purchase their hardware or employ a cloud solution that adds thousands of dollars per year to the cost. SpamTitan is something that you can put on your own hardware and it runs great.

The only additional cost was for Link. It isn't expensive, at perhaps a dollar extra per user.

Which other solutions did I evaluate?

Management was interested in saving costs by using an open-source solution. However, they are more difficult and time-consuming to configure.

We also looked at Barracuda and we didn't find much difference between the two, except for cost. We chose SpamTitan because it is more cost-effective.

What other advice do I have?

We have not had any issues with the product, the pricing is probably better than most vendors, and the support is definitely top-notch.

My advice for others is that if you're looking for a simple solution that you can deploy quickly, especially if you're on a budget, then I definitely recommend SpamTitan. You can have a full solution within a day.

I would rate this solution a ten out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Buyer's Guide
Download our free TitanHQ SpamTitan Report and get advice and tips from experienced pros sharing their opinions.
Updated: September 2022
Buyer's Guide
Download our free TitanHQ SpamTitan Report and get advice and tips from experienced pros sharing their opinions.