Frequently Asked Questions

All errors will be repaired without charge whenever they are found – for the life of the website.

Other changes and enhancements where they deviate from the original specification that are requested during the Post Launch period and are not covered by our Maintenance or Support contracts will be charged at our Standard Rate.

Our standard rate is £70.00 per hour.

Where the client request is for fixes or changes that are not found to be the result of error or fault on the part of 247 Creative, including external code updates that are beyond our control, then Investigation and Troubleshooting time are always chargeable.

Where an issue is caused by an external hack or the download of malware, this will be fixed as soon as possible, in order to protect the server. Where the account is covered by a maintenance contract, this work will be carried out free of charge. Where no contract is in place, all work, including troubleshooting, data restoration and server scans will be chargeable. There is a minimum two hour charge for this work. In these cases we will not be held responsible for any data loss as a result of such a security breach.

This will generate a support account and you will be asked if you want to create a password and sign in. From that point you will be able to use this online account to manage all your support tickets.

A support ticket will be raised and an appropriate technician/developer/designer will be allocated your task. You will be contacted by email and an expected completion date for your task will be quoted. For non-urgent requests, turnaround should be within 48 hours and depending on workload.

If you already have a support package with us, your request will be prioritised and depending on the issue, you can expect turnaround to be substantially quicker. Every support request is assigned a unique ticket number which you can use via your account to track the progress and responses online. For your reference we provide complete archives and history of all your support requests.

Urgent tasks, such as server issues or the unexpected deletion or loss of data or core functionality will always be prioritised and dealt with as soon as is practicable.

We will then provide you with the settings required to enter into your email software (on a computer, laptop or mobile device).

If you are unsure how to do this, please consider asking an IT support professional to help you with it (we can provide details of trusted partners who can assist if needed).

Please note that if you enter the settings incorrectly, you may be blocked from the server, in which case, please create a support ticket and we will provide assistance from there.

If this setup is configured incorrectly, you stand the risk of the devices using POP downloading messages from the server when they connect to it, which would mean that any devices using IMAP wouldn’t then “see” those messages.

Needless to say, this does rather defeat the purpose of IMAP as it was originally conceived to allow for the perfect synchronisation of mailboxes and messages between different machines.

Based on this, our strong recommendation would be to choose the IMAP protocol and keep to using this across all your devices to avoid any unforeseen problems.

This means that you do not have go through the process of setting up email accounts in a dedicated application (such as Microsoft Outlook or Apple Mail) on your computer. An additional advantage comes in the guise of the fact that you can send and receive messages from any computer that has a Web Browser installed, which can be very handy indeed when you’re travelling without your usual device.

To access the Webmail facility, please go to the following location:

http://www.yourdomain.com/webmail

(just remember to replace www.yourdomain.com with your actual domain name!)

You will then be redirected to a secure page where you will see a login screen asking you to enter your email address and password.

Once logged in, click the “Roundcube” button to be taken to your messages.

If you cannot see your site too, then it’s more than likely that the server’s Firewall has locked you out as it has thought that your access attempts have constituted an attack. The reason this is happening is more than likely that you might have entered a setting, such as the password, incorrectly.

In recent times, security on the Web has become a major battleground and maintaining it is of paramount importance, with ever-increasing numbers of hacking attempts globally. For obvious reasons, this is something we take very seriously indeed.

If you experience this situation, please let us know your IP Address – this is what identifies your computer on the Internet – and if you do not know what this is, please go to www.whatismyip.com and it will tell you what it is.

Once you know your IP Address, please raise a support ticket telling us what it is, and we will remove the block and assist you further from there if needed.