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At SBC Web Design, we are committed to offering the highest quality of service to our customers.  Welcome to our support center.  Here you will find answers to questions that will help our customers troubleshoot common issues with their websites.  Please take a look at our knowlege base below for common questions.  If you still have questions, please contact us.

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Presales | Hosting | Email | E-Commerce | Domain Names | Content Management

Presales
 Can I choose to host my website elsewhere?
Yes, you can choose to host your site with another company, however we cannot guarantee that all features will work on other servers. Our sites are optimized to work with the settings of the servers we use. If you choose to use your own hosting, you must provide us with FTP and Control Panel login information.

 Do I need a local web developer?
SBC Web Design develops web sites for clients who are local as well as out of state. By using email and phone, it is possible to communicate effectively with clients in any location.

 Do we need to have a meeting?
In the majority of cases a meeting is not necessary and most of our sites are generally completed with contact via email and telephone only.

 Do you offer support for my site after it is completed?
Yes, we do offer post development support to all of our customers. Our rates for content and layout changes are very affordable and will be defined in the website development agreement and on your quote.

 How do I get my site to appear on search engines?
Once we complete your website, we will embed keyword visible to the robots that crawl the internet indexing websites. This will help your site appear in relevant web searches. Search engine optimization services will also increase your website's performance in search engines.

 How long will it take to develop my website?
The time frame is typically determined by the size of your web site, the features your site will include, and our current client design schedule, however it is ultimately dictated by the client. If you have a deadline in mind we will strive to meet it for you. The most common delay in the completion of a new website is waiting for content to be sent to us by the client.

 How much will a website cost?
There are quite a few factors that are going to affect the ultimate cost of your web site. These factors include how many pages you are going to have, if you will sell products on your website, the graphic work involved, and how interactive your future web site will be. You will also need web hosting and domain name registration. To obtain an accurate estimate, please fill out our Quote Request Form

 In what format should I supply photos and text for my new website?
It is helpful to us if you are able to provide text and photographs in electronic form. Digital photos and text in Word or similar format will make the development process quicker. If this is not possible, we can help get your information ready for use on the website for a small fee.

 Is a deposit required to begin designing my site?
Yes, we typically charge a small deposit to start designing a website. This will be defined in the website development agreement and on your quote.

 What if I do not like the proposed design?
If you do not like the design we propos for you, we can discuss it further to determine the type of design you would like and come up with another proposed design. Our goal is to design a website specific to your requirements, so please let us know if you are not satisfied.

 What is a domain name?
A domain name is a specific web site address that you choose to point to your website (many ending in .com, .org, and .net). Our domain name is sbcwebs.com.

 What is a URL?
URL stands for universal resource locator. This is the address you type in to view your web page on the Internet. For example, you would type in http://www.sbcwebs.com to access our site.

 What is web hosting?
Web hosting is the housing, serving, and maintaining of files for websites on a dedicated server with direct access to the Internet.

 Why does it matter how it looks as long as it works?
When you receive a visitor to your site, they will instantly perceive the quality of your services or products. The first impression a customer or potential customer gets depends on the appearance of your website. A visitor will be interested and explore your site if it is professional, appealing and easy to navigate.

Hosting
 Can I choose to host my website elsewhere?
Yes, you can choose to host your site with another company, however we cannot guarantee that all features will work on other servers. Our sites are optimized to work with the settings of the servers we use. If you choose to use your own hosting, you must provide us with FTP and Control Panel login information.

 Do you guarantee that my site will be accessible 100% of the time?
No web hosting service can guarantee 100% uptime. However, we can say that our servers have had 100% up time for many years and are extremely reliable.

 What is web hosting?
Web hosting is the housing, serving, and maintaining of files for websites on a dedicated server with direct access to the Internet.

 What type of servers will my site be hosted on?
Your website will be hosted in a commercial datacenter on a Quad Processor Performance Server running Linux and Apache. These servers are monitored 24 hours a day, 7 days a week, 365 days a year to deliver 99.9% guaranteed service uptime.

Email
 Can I use IMAP?
You can choose to use IMAP to retreive emails instead of POP3. Just choose it in your email program and use the same settings for your account login information.

 How can I reduce the number of SPAM emails I receive?
All of our hosting plans come with SpamAssassin, an automated email filtering system that attempts to identify spam messages based on the content of the email's headers and body. Contact our support staff to enable this feature on your account.

 How do I configure my email account in another program?
Here is the basic information that you will need to set up your email.
Incoming (POP3) Server: mail.yourdomain.com
Outgoing (SMTP) Server: mail.yourdomain.com
Username is your full email address (user@yourdomain.com)
Outgoing Server requires Authentication
Incoming (POP3) Port: 110
Outgoing (SMTP) Port: 25 (or 2626 if you cannot send)

 How do I configure my email account in Mac Mail?
Launch the Mail application which is usually located in the Dock. Go to the 'Mail' menu option in the menu bar and select 'Preferences'. Click the 'Accounts' tab and then click the + button in the bottom left corner. Enter the full name, e-mail address and password then click 'Continue'. Select the account type you wish to operate your Mail account as, enter a description for the mail box and then type mail.yourdomain.com and your full email address as your username and password, then click 'Continue'. Click 'Continue' on the next screen, leaving the default mail security settings. Enter mail.yourdomain.com for both the description and outgoing mail server, tick the authentication box and complete the username and password fields, then click 'Continue'. Check the details you've entered are correct on the 'Account Suimmary' and then click 'Create'.

 How do I configure my email account in Outlook or Outlook Express?
Open Outlook or Outlook Express. Click 'Tools' then 'Accounts'. Click 'Add' then 'Mail'. Type in your Name and click 'Next'. Type in your email address and click 'Next'. Choose POP3 as the incoming mail server. For the server names for both Outgoing and Incoming, type mail.yourdomain.com. Type in your full email address as your account name and type in your password and click 'Next'. Click 'Finish' on the Congratulations screen then close the window. Select the email address you are using and click on 'Properties'. Click the 'Outgoing Server" tab. Be sure to check the 'My server requires authentication' box. If you are unable to connect to the SMTP server, your ISP may be blocking external SMTP servers from being accessed from their network on port 25. Go into 'Tools' and click 'Accounts'. Select the email address you are using and click on 'Properties'. Click the 'Advanced' tab and replace 25 with 2626 for the outgoing (SMTP) port number, then click 'Save'.

 How many emails can I send per hour?
Our servers allow an account to send a total of 200 emails per hour.

 What options do I have for webmail?
All of our hosting plans come with three webmail options. The most basic of these choices is SquirrelMail. It has the most basic of all interfaces and is very simple to use. The next option is RoundCube. This has a more enhanced interface, allowing smoother selection of e-mail. It is a good choice if you want a cleaner, smoother looking webmail program. Finally, Horde is different than the other webmail programs. This is a full featured e-mail program, it has similar features to Outlook, offering news, calendars, notes, and task. While it has the most features, it is not recommended as a complete email solution. We recommend using a program such as Outlook to retrieve mail. In the end it really comes down to what you need: SquirrelMail for simplicity, RoundCube for the aesthetic appearance, and Horde for the large amount of features.

 Why can't I send email?
If you are having difficulty sending e-mails using a program such as Outlook, Outlook Express, Apple Mail or Thunderbird, please check that Is your ISP is not blocking external SMTP servers from being accessed from their network. Some ISP will require you to change the SMTP port to 2626 in your email client.

E-Commerce
 Is there any training provided with your e-commerce systems?
Our e-commerce systems are very easy to use and do have explanatory notes included where necessary. We run through the administration screens with you when we design the site for you, but if at any time you need additional support, please contact us.

 What are my options for accepting payments online?
You can take payments online in a number of ways. The first is PayPal, an inexpensive way to start taking payments quickly, especially if you don't have a merchant account. With PayPal, your visitors can pay you with a credit card or from their checking account. PayPal provides a shopping cart and many other free services that are helpful to sites that are starting out. They charge 2.9% and $0.30 per transaction and have no start-up fees. However, PayPal is not very customizable and it can have a unprofessional feel. Alternatively, we offer a custom e-commerce solution that calculates tax and shipping costs and allows you to accept credit card payments securely.

Domain Names
 How do I renew my domain name?
If you domain name is managed by us, we will automatically renew it for you.

 How do I transfer my existing domain name to SBC Web Design?
If you purchased your domain name from a different registrar and would like to have SBC Web Design become responsible for the domain name, you will need to ensure your domain name is ready for transfer and then contact our support staff to request a registrar transfer. You must first contact your existing registrar and make sure the domain is unlocked and then request an EPP key (Authorization code). Please note your domain must be at least 60 days old to be able to transfer it to another registrar.

 How long does it take for my DNS to resolve?
Depending on your ISP, it can take as little as 1 hour for your DNS to resolve, however, we say it takes between 24 and 48 hours for a domain to fully propagate.

Content Management
 Is there any training provided with your content management systems?
Our content management systems are very easy to use and do have explanatory notes included where necessary. We run through the administration screens with you when we design the site for you, but if at any time you need additional support, please contact us.

 What is the difference between a static and dynamic site?
A static site is one that is written in HTML only. Each page is a separate document and there is no database that it is driven from. This means functionally that the only way to edit the site is to contact us each time you need something changed. A dynamic site is written using more complex code and can do a lot more. Because each page is constructed based on the information in a database, the information in that database can be changed via an administrative interface. Dynamic sites can reduce ongoing maintenance costs but usually cost more to develop. Another benefit of dynamic sites is that they allow you to change only the content of the site and not the design, so you will not be able to accidentally break the visual style of the site.

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