J'ai communiqué plusieurs fois avec le service à la clientèle sans succès. Les agents étaient compréhensifs, mais aucunement en mesure de m'aider.
Nous offrons des services via une application web à des entreprises. Tout marche bien pour nos clients avec d'autres fournisseurs, mais pour ceux avec Helix, ils n'arrivent pas à se connecter à notre application web.
Nous avons d'abord vérifié avec le client en question et nous sommes parvenus à déterminer que la Sécurité Avancé de Helix était en cause.
Tout d'abords, c'est déjà un désagrément d'être (à tort) considéré comme une menace étant donné que ça ne donne pas confiance a nos clients d'utiliser nos services. Lors de l'appel avec l'agent, l'agent a conseillé notre client de désactiver l'option Sécurité Avancé en disant que c'était quand même sécuritaire. Le client n'avait tout de même pas confiance et ne désirait pas réduire la sécurité de son réseau, et sur ce point, je dois dire que je le comprends. Au final, nous avons perdu ce client et ça a occasionné du tort à notre compagnie (Startup en démarrage).
Depuis, d'autres clients ont eu ces problèmes, on s'en sort parfois en désactivant la Sécurité Avancé, mais ce n'est vraiment pas idéal et nous avons perdu d'autres contrats pour ces raisons.
J'ai contacté Vidéotron plusieurs fois pour essayer de corriger ce problème, soit en trouvant une configuration pour permettre notre application sans désactiver la Sécurité Avancé, soit pour trouver ce qui cloche avec notre application ou de l'algorithme de détection de menace de la sécurité avancé qui fait que notre application est considéré comme une menace.
Je n'ai jamais pu avoir accès à aucune informations qui m'ont aidé à ce sujet. Nous avons fais beaucoup de travail pour trouver la problématique de notre côté, mais tout semble correct.
Notre domaine n'est sur aucune blacklist disponible sur internet. Nous avons changé notre fournisseur de DNS, nous avons changé notre serveur de fournisseur (GCP à AWS), nous avons fait des scans de sécurités, etc. Tout parait en ordre de notre côté, et tout fonctionne bien à l'extérieur d'Helix.
J'ai demandé aux agents un contact pour ouvrir le dialogue à ce sujet pour trouver une solution, mais l'agent me dit qu'il n'y a aucun département que je peux contacter pour discuter de cela. Je n'ai aucun moyen de régler cette problématique selon lui, et je dois me contenter de la situation dans laquelle je suis.
Actuellement, nous avons donc peur qu'un client change de fournisseur internet et se dirige vers helix puisque ça pourrait signifier qu'on perd un client. Ça nous nuit beaucoup aussi dans l'acquisition de nouveaux clients, car rendu au moment de la formation avec le client, on se rend compte que ça ne fonctionne pas et le client remet le tout en question.
J'ai helix chez moi, et ça fonctionne bien. Ce n'est alors pas systématique.
Je commence à être un peu désespéré et à trouver que Vidéotron se fou bien des petites compagnies en démarrage qu'elle peut nuire.
J'ai dit à un agent que la compagnie perdait tellement d'argent avec ça que ça serait plus rentable pour nous de payer Internet avec Bell avec notre client et de lui dire de transférer. L'agent m'a recommandé de faire cette solution. Je trouve ça dommage, car je vous contacte avec une bonne intention de régler la problématique et vos agents ne peuvent absolument rien faire et me conseille de payer mes clients pour aller avec votre compétiteur...
Je ne sais pas si les experts de ce forum sont dans la même situation que les agents à qui j'ai parlé, mais j'espère qu'il y a finalement un moyen de régler ça et qu'un expert trouvera la situation.
Idéalement, je voudrais simplement comprendre pourquoi notre application est détecté comme étant une menace (un guide de bonnes pratiques? de vérification à faire? une vérification manuelle que le domaine est légitime?)
Aussi, parmi nos clients qui ont désactivé la Sécurité Avancé, il arrive qu'elle se réactive, je ne sais pas si c'est causé par une mise à jour, un reset de la borne ou autre, mais j'ai des clients qui trouve ça compliqué pour rien et qui me demande de régler ça avec vous et laisse sous-entendre qu'ils ne pourront pas continuer à toujours jouer dans les réglages.
Si ce n'est pas possible, une alternative fonctionnelle serait appréciée qui permettrait à nos de conserver leur paramètre de Sécurité Avancé et de faire confiance de manière permanente à notre Application Web ou notre domaine.
Nous avons passé beaucoup de temps à enquêter sur le problème original, puis à discuter avec Vidéotron par chat et appels, puis faire des recherches sur le web, puis faire des modifications majeurs à notre application et notre infrastructure pour essayer de régler ce problème. Nous sommes à bout d'idée.
Déjà, merci au moins d'avoir pris le temps de lire cela.","kudosSumWeight":0,"postTime":"2022-12-18T18:41:12.760-05:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":4,"currentRevision":{"__ref":"Revision:revision:39011_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":8024},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"
Bonjour,
J'ai communiqué plusieurs fois avec le service à la clientèle sans succès. Les agents étaient compréhensifs, mais aucunement en mesure de m'aider.
Nous offrons des services via une application web à des entreprises. Tout marche bien pour nos clients avec d'autres fournisseurs, mais pour ceux avec Helix, ils n'arrivent pas à se connecter à notre application web.
Nous avons d'abord vérifié avec le client en question et nous sommes parvenus à déterminer que la Sécurité Avancé de Helix était en cause.
Tout d'abords, c'est déjà un désagrément d'être (à tort) considéré comme une menace étant donné que ça ne donne pas confiance a nos clients d'utiliser nos services. Lors de l'appel avec l'agent, l'agent a conseillé notre client de désactiver l'option Sécurité Avancé en disant que c'était quand même sécuritaire. Le client n'avait tout de même pas confiance et ne désirait pas réduire la sécurité de son réseau, et sur ce point, je dois dire que je le comprends. Au final, nous avons perdu ce client et ça a occasionné du tort à notre compagnie (Startup en démarrage).
Depuis, d'autres clients ont eu ces problèmes, on s'en sort parfois en désactivant la Sécurité Avancé, mais ce n'est vraiment pas idéal et nous avons perdu d'autres contrats pour ces raisons.
J'ai contacté Vidéotron plusieurs fois pour essayer de corriger ce problème, soit en trouvant une configuration pour permettre notre application sans désactiver la Sécurité Avancé, soit pour trouver ce qui cloche avec notre application ou de l'algorithme de détection de menace de la sécurité avancé qui fait que notre application est considéré comme une menace.
Je n'ai jamais pu avoir accès à aucune informations qui m'ont aidé à ce sujet. Nous avons fais beaucoup de travail pour trouver la problématique de notre côté, mais tout semble correct.
Notre domaine n'est sur aucune blacklist disponible sur internet. Nous avons changé notre fournisseur de DNS, nous avons changé notre serveur de fournisseur (GCP à AWS), nous avons fait des scans de sécurités, etc. Tout parait en ordre de notre côté, et tout fonctionne bien à l'extérieur d'Helix.
J'ai demandé aux agents un contact pour ouvrir le dialogue à ce sujet pour trouver une solution, mais l'agent me dit qu'il n'y a aucun département que je peux contacter pour discuter de cela. Je n'ai aucun moyen de régler cette problématique selon lui, et je dois me contenter de la situation dans laquelle je suis.
Actuellement, nous avons donc peur qu'un client change de fournisseur internet et se dirige vers helix puisque ça pourrait signifier qu'on perd un client. Ça nous nuit beaucoup aussi dans l'acquisition de nouveaux clients, car rendu au moment de la formation avec le client, on se rend compte que ça ne fonctionne pas et le client remet le tout en question.
J'ai helix chez moi, et ça fonctionne bien. Ce n'est alors pas systématique.
Je commence à être un peu désespéré et à trouver que Vidéotron se fou bien des petites compagnies en démarrage qu'elle peut nuire.
J'ai dit à un agent que la compagnie perdait tellement d'argent avec ça que ça serait plus rentable pour nous de payer Internet avec Bell avec notre client et de lui dire de transférer. L'agent m'a recommandé de faire cette solution. Je trouve ça dommage, car je vous contacte avec une bonne intention de régler la problématique et vos agents ne peuvent absolument rien faire et me conseille de payer mes clients pour aller avec votre compétiteur...
Je ne sais pas si les experts de ce forum sont dans la même situation que les agents à qui j'ai parlé, mais j'espère qu'il y a finalement un moyen de régler ça et qu'un expert trouvera la situation.
Idéalement, je voudrais simplement comprendre pourquoi notre application est détecté comme étant une menace (un guide de bonnes pratiques? de vérification à faire? une vérification manuelle que le domaine est légitime?)
Aussi, parmi nos clients qui ont désactivé la Sécurité Avancé, il arrive qu'elle se réactive, je ne sais pas si c'est causé par une mise à jour, un reset de la borne ou autre, mais j'ai des clients qui trouve ça compliqué pour rien et qui me demande de régler ça avec vous et laisse sous-entendre qu'ils ne pourront pas continuer à toujours jouer dans les réglages.
Si ce n'est pas possible, une alternative fonctionnelle serait appréciée qui permettrait à nos de conserver leur paramètre de Sécurité Avancé et de faire confiance de manière permanente à notre Application Web ou notre domaine.
Nous avons passé beaucoup de temps à enquêter sur le problème original, puis à discuter avec Vidéotron par chat et appels, puis faire des recherches sur le web, puis faire des modifications majeurs à notre application et notre infrastructure pour essayer de régler ce problème. Nous sommes à bout d'idée.
Déjà, merci au moins d'avoir pris le temps de lire cela.
"},"Conversation:conversation:39011":{"__typename":"Conversation","id":"conversation:39011","solved":true,"topic":{"__ref":"ForumTopicMessage:message:39011"},"lastPostingActivityTime":"2022-12-18T19:07:17.829-05:00","lastPostTime":"2022-12-18T19:07:17.829-05:00","unreadReplyCount":2,"isSubscribed":false},"ModerationData:moderation_data:39011":{"__typename":"ModerationData","id":"moderation_data:39011","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:39011_1":{"__typename":"Revision","id":"revision:39011_1","lastEditTime":"2022-12-18T18:41:12.760-05:00"},"AcceptedSolutionMessage:message:39012":{"__typename":"AcceptedSolutionMessage","id":"message:39012","conversation":{"__ref":"Conversation:conversation:39011"},"author":{"__ref":"User:user:6037"},"revisionNum":1,"uid":39012,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:internet-telephonie"},"parent":{"__ref":"ForumTopicMessage:message:39011"},"subject":"Re: Comment faire en sorte que son service web ne soit pas bloqué par la Sécurité Avancé de Helix Fi","moderationData":{"__ref":"ModerationData:moderation_data:39012"},"body":"
Bonjour! La sécurité avancée de Helix Fi prend son indice de réputation via brightcloud; https://brightcloud.com/tools/url-ip-lookup.php Si votre application n'a pas une réputation dans la partie verte de la vérification, le site / application sera bloquée par la sécurité avancée. Bonne soirée!
Bonjour! La sécurité avancée de Helix Fi prend son indice de réputation via brightcloud; https://brightcloud.com/tools/url-ip-lookup.php Si votre application n'a pas une réputation dans la partie verte de la vérification, le site / application sera bloquée par la sécurité avancée. Bonne soirée!
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Wow, des heures de discussions avec près d'une dizaine d'agents et on ne m'a jamais mentionné ça. Ici c'est rapide comme l'éclair. Merci beaucoup! Je vais vérifier ça.
EDIT: Après vérification, nous sommes effectivement notés comme haut risques et ça nous donne des pistes de problématiques vérifier et on peut même demander de réviser. MERCI BEAUCOUP! C'est un énorme soulagement d'enfin avoir une piste de solution.
Wow, des heures de discussions avec près d'une dizaine d'agents et on ne m'a jamais mentionné ça. Ici c'est rapide comme l'éclair. Merci beaucoup! Je vais vérifier ça.
EDIT: Après vérification, nous sommes effectivement notés comme haut risques et ça nous donne des pistes de problématiques vérifier et on peut même demander de réviser. MERCI BEAUCOUP! C'est un énorme soulagement d'enfin avoir une piste de solution.