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# Support Policy for Hosted Exchange

Last updated: 18/11/18 at 22:57

This support policy describes what you can expect from us in terms of help and support for your email accounts provided by us.

If you have any questions about this policy or do not agree with it, please contact us. We may amend this policy from time to time, so you should check this page to ensure that you are aware of any changes that have been made.

This policy is effective from 1st January 2015.

Extent of support

There can be many variables that affect the functionality of your email account. Where we can identify your email account is sending and receiving messages at a server level, this is the extent of our obligation to provide support. We will ensure your account is correctly setup with your chosen email software, however additional charges may apply if we're to investigate issues with personal firewalls, anti-spam software or anti-virus programs. Instructions for setting up your email accounts can be found within our online documentation.

Access to your email account

In order to be able to investigate any issues with your email, you may be required to provide us with your username and password. This information will be kept confidential and we will not disclose information of any of the contents of your email account unless required to do so by law.

We may also be able to diagnose faults or issues using screen sharing technology. This will allow us to view your screen and see the error as you've experienced it, but we will not take any action on your computer without your express permission.

Spam

Spam is a problem that affects everyone on the Internet and therefore is not something we can eliminate. Basic spam filtering is included by default with our Hosted Exchange mailboxes, with advanced spam filtering available at extra cost.

What our email support service doesn't cover

Support for email does not include providing help with the following:

  • Day to day usage of your email software, managing your email, such as your personal folders or inbox rules
  • Setting up email accounts
  • Third party email software (see below)

For clarification on any exclusions, please contact us.

Support for Third Party Software

Technology continues to evolve at an ever increasing rate, and although we will always try to support older technology, clients should appreciate the need to keep their own IT systems secure, and up to date as possible.

We can't support any third party software, and there are certain older software products that may not be compatible with the services we provide. Examples of this might include:

  • Old and disbanded web browsers, typically Internet Explorer less than version 8, but equally older versions of Firefox, Chrome or Safari
  • Old operating systems, such as Windows XP
  • Proprietary software such as web browsers or email clients provided by your Internet Service Provider (ISP)
  • Email clients such as versions of Outlook pre-2010, Outlook Express, Windows Live Mail or Thunderbird
  • Personal or corporate firewalls
  • Third party security programs such as anti-virus, anti-spyware or anti-spam software