Radical Webs Support

If you can not send or receive email or are having other problems with your Radical Webs hosting account we offer support by telephone or email.

Before you call

95% of all support calls we receive are e-mail related issues caused by incorrect settings in a users email client i.e. Outlook or Vista Mail. Please take a few minutes to check your settings against our Email Configuration pages before you call for help. Almost all support calls can be resolved by following the easy to follow instructions with pictures we have provided for setting up your email program.

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The Support Process

If your website is down call us and we will work quickly to rectify the situation, that is if we are not already aware of the problem and already working on it.

If you have a problem with your email client ie. Outlook, Outlook Express etc. our procedure is as follows:

1. We will first check the e-mail account settings in your e-mail client with you. Before calling please check them against our support pages, also have your user name and password available as we do not keep records of them. After checking we will ask you to click the send and receive button to see if your email works.

2. If you still have a problem we will set up your email account here in our office with the correct settings and your username and password. This allows us to establish whether or not the problem is with our email server or with your individual computer or network.

3. If we too are not able to send and receive email then we will work expeditiously to find and resolve the problem with your hosting account on our server.

4. If we are able to send and receive e-mail then problem probably lies in the settings and configuration of your computer or network. At this point we will recommend that you contact your computer repair person/network administrator to find out where the problem lies on your system.

Premium Support

If you do not have a computer repair person/network administrator we still want to help, which is why we want to offer our services to resolve your problems. We offer two levels of support:

Phone Support: We will try to resolve your problem with you via the telephone for a flat rate of $29.95 per incident. If after after 30 minutes we are not able to solve your problem by phone then an on site call will be needed.

On-Site Service: If your problem is too technical for us to resolve working with you by phone or computers just aren't your thing and you would prefer an on site service we will be happy to come and help. Our on-site rates are:

• A special rate of $75 per hour (1 hour minimum) for Radical Webs Hosting Customers. (Usual rate: $95 per hour)
• We can also arrange regular service and maintenance contracts too. Stop problems before they happen.