FAQ's


Domain Name Questions


Do you maintain your own servers?

Support Questions

Sales Questions

Troubleshooting


Our FAQ didn't answer your questions ? Contact us at:
  
 

      * General Enquiries
:
admin@webcracker.co.uk
 

Where stated, on site support is provided within a half hour travelling radius of Taunton, Somerset. If you live outside this area support may be provided, however we reserve the right to charge for travelling at £20 per hour.


For general support questions why not try using Protonic


 

 

 

 

 



Domain Name Questions


Q. Who do you recommend for domain name registrations.
A .
Web-Cracker of course. We are now able to purchase domain names through a 'bulk buying' account, enabling us to have a web site name purchased and site up and running normally within 24 hours. You can of course use other companies, one we recommend is Easily.co.uk. Once you have purchased your domain name through Easily, give us your user name and password and we will arrange to have your domain pointed to your hosting plan. For security purposes, once this is done you can change your password to another once we have finished the site administration. Of course if you feel confident, you can always administer the DNS transfer yourself to our primary and secondary servers.

Q. What if I already have a domain name registered and want to change to your hosting plan?
A .No Problem! You can still have your domain pointed to our servers using the settings that we will provide you with. In order to do this you will  need to contact the company you registered your site with (this may not be the company who hosts your site).

 

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Server locations

Q. Do you maintain your own servers?
A . No, we do not have locally maintained web servers. Instead we have a contract with a server provider who specialises in making sure that they give high-level up time. Sites are hosted on the most up to date Windows servers.

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Support Questions

Q. What kind of support options do you provide?
A. Support is done via email and on the web site. Design aspects are covered by our members area giving hints, tips and code relating to designing your own pages. If you have purchased our Platinum hosting plan we provide a free initial on-site meeting and once completed, we ensure you are happy with the layout and design of your site.

Tutorials on aspects of web design and computer management and on site computer repairs are provided at £20  per hour.

Certain jobs are a fixed price. These are:

Computer reformat and re-install: £25 (assuming all important documentation is already backed up).
Files and folder backup, reformat & reinstall: £40.
Component Installation ie. memory, CD Rom Drive extra hard drive: £15 & cost of parts.

File Recovery or information retrieval - dependent on what is required, however we can normally ascertain whether files can be recovered quite quickly.
No recovery no fee.


Q. How fast are our emails replied to?
A. Depending on the complexity of your support request and  current workload, most e-mails are replied to within 48 hours for 95% of the issues which we receive.

Q. Do you provide phone support?
A. Support is done online via e-mail. For the rare occasions an urgent situation arises,  phone or text on 07977 915 965. Messages are checked regularly, and if not sooner generally replied to after 4.00pm.

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Sales Questions


Q.
How would I be billed for hosting?
A. At the moment we accept cash or cheque for a years hosting in advance. Alternatively we can set up a monthly standing order payment.

Q.
How would I be billed for site design?
A. Again you can pay upfront for all the work completed, alternatively pay no upfront design fees but a small monthly maintenance fee (minimum contracts apply.) Prices start from £30 per month. Therefore we give you the option to have a professional web site for less than £1 a day. 

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Troubleshooting


Email:

Q. I can receive emails from my new account but I can’t send emails. I can still send emails via the email account that my ISP has given me, why is this?
A. Numerous ISPs have recently closed their mail servers to "pass through" e-mail from their customers, limiting usage to the e-mail address the customer received with their ISP account. The result has been that many clients can no longer send e-mail using any addresses from their web-cracker hosting accounts.

ISP’s allowing pass-through mail from their customers are:

Freeserve and Virgin.

ISP’s that I am aware of not allowing pass-through mail are: Supanet and BT

Solution 1: If you require the ability to sendmail through your web sites own SMTP service, this is available, however needs enabling. This is to ensure that the accounts are not used to send 'Spam' emails. Please contact us for further details.

Postcast SMTP Server: Download  | Instructions | Print Instructions

Advanced SMTP Server: Website

Many thanks to Rose Vines for allowing us to use her article relating to Postcast SMTP server. Check out her web site at www.geekgirls.com.

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