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Q: Where can I go for help with my Eli?
Q: Where can I go for help with my Eli? A: The Help Desk phone number is +1 (856) 222-0890. Please log into https://my.trusteli.com with your username and password and see the technical FAQ on the support page for initial troubleshooting tips and what information we need from you when you call the helpdesk.
Q: Can I make suggestions on potential upgrades? A: We are always looking for ways to better integrate Eli into the home and small office environments. If you have a suggestion for an improvement please let us know at: support@trusteli.com
Q: Where can I find the documentation for Eli? A: You can download the latest versions of the user guide and the quick start guide from the Configuration Web Portal at https://my.trusteli.com. Please log in with your user name and password and go to the download section to retrieve the documents.
A: Eli is: The Only Fully Managed Home Broadband Security Appliance.
A: The end user only needs to configure the Internet connection on his Eli. All other configurations are done over the Configuration Web Portal. Eli has a patent pending on our unique management model of remote upgrading and portal management.
Q: How often is Eli's Virus Protection, Parental Control (Content Filtering) and SPAM Protection software updated? A: Not counting firmware updates, Eli is updated at least 30 times a day.
Q: What kind of Modem does Eli use for DSL? A: Eli's is using Conexant’s Viking II Plus chip for the built-in DSL Modem. This chipset is ADSL 2+ compliant. ADSL 2+ is the newest DSL standard being implemented by ISPs for the next wave of high speed Internet connections. Currently, DSL users get up to 10 mbit downstream and up to 1 mbit upstream. With ADSL 2+, users can up to get 24 mbit downstream and 5 mbit upstream. Most of the major ISPs have slowly started rolling out ADSL 2+. Sprint is even offering TV over DSL for their 2+ customers.
Q: What type of Firewall software does Eli use? A: We use a "Stateful Packet Inspection" (SPI) firewall which is the same technology used by all leading manufacturers of Enterprise grade firewalls. This type of firewall inspects every data packet on different levels and only passes those that are allowed by the current firewall policy. Stateful Inspection firewalls are the most secure firewalls available today.
Q: What Virus Protection solution does Eli use? A: Eli's virus protection software is supplied by a German company, Avira, which has been protecting computers from viruses since 1988. Their website is at http://www.avira.com/. Typically, they put out virus signature updates at least 4 times a day. After we have verified the update, it is pushed out to every Eli in the world in less than 30 seconds. We had distributed the signature for the last big virus within an hour to every Eli. Symantec took more than 24 hours to send out an update to their customers.
Q: What Parental Control (Content Filtering) solution does Eli use? A: Eli's Parental Control service is powered by BlueCoat (Cerberian). You can find out more about them at http://www.cerberian.com. The URL list contains over 5 BILLION URLs in more than 60 categories. Our list gets updated every hour to insure accuracy on the latest websites since the pornography sites and other sites that you might want to block tend to change their URLs fairly often.
Q: What Anti Spam solution does Eli use? A: Eli's anti-SPAM comes from Mail Filters. They are found at http://www.mailfilters.com. The most important thing in the SPAM game is a low false positive count, that is not identifying real email as SPAM. Mail Filters has a 1 in 1,000,000 false positive count. Simply the best out there. We update that at least twice a day.
Q: I have blocked playboy, myspace and other sites and it worked at first, but my kids can now get there again, why? A: Your kids have probably discovered "proxy avoidance servers". These servers circumvent parental controls and restrictions that corporations place on employees using the web. To combat this select: "Proxy Avoidance" under content filtering.
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