At Storey Marketing, we believe that first class support is key to our clients' success. The purpose of this support policy is to make clear what our support covers, and how to obtain it. Our goal is to ensure that any support issue is resolved quickly, and to the best of our ability, while continually seeking to improve the overall quality of our services.

Our support team is responsible for maintaining the online presence and security of your website, email addresses and forms. This includes the initial setup and configuration of the third-party features included within your website.

We offer programming, website design and content development services, and we provide support (at regular hourly rates) for the applications we develop.

The purpose of this list is to define the type of support that we provide and include in the monthly fee for web and email hosting. If you would like us to modify your website, please contact us for a price quote.

Content Management Systems / E-commerce Systems

We will install and setup your files to ensure that your Content Management or E-commerce System is properly functioning and allows you to login to the administration area. We provide initial instructions that go over the basics of using the specific platform but we do not offer any additional training unless specified in writing. We do not offer free support for issues related to adding content and graphics, or free training on the use of the content manager.

We will apply security patches and minor version updates to all WordPress/Magento sites hosted by Storey Marketing to ensure that security is maintained. We are not responsible for 3rd party plugin updates, add-on modules or services. We do not support any third-party add-on components and modules that we have not installed, and strongly discourage customer installation of untested plug-ins. Some third-party components may not function even after minor version upgrades. We are not responsible for, nor can we provide free support for, third-party components as we do not control these plugins/modules.

Support to fix any issues created by the customer or any other company or 3rd party after launch will require payment of our hourly support fee prior to the work being done.

Contact Support / Hours

Support Request Severity Levels

All cases are screened for severity levels, and are assigned service priority based on the severity of the issue or request. Storey Marketing will have final say on the severity level assigned to any request, as it impacts the allocation of development time and company resources.

Support Hours and Response Times

Our technical support team is committed to providing superior support service, and is available Monday to Friday, 9am - 5pm Eastern Standard Time. We typically answer inquiries within a few hours, and within one business day.

Emergency and After Hours Support

Emergency support covers critical issues such as server downtime, critical website updates. After hours support (after 5pm EST, weekends and holidays) is provided only for emergencies and must be initiated via email specifically to support@storeymarketing.com. No other storeymarketing.com email address is monitored by our support staff. A response will be sent as soon as the email is received and read by our support staff.

For faster emergency response, add EMERGENCY to the subject line of your email.


Email Support Requests

Our primary means of providing support to our clients is email. Submitting an email request ensures your issue receives prompt attention and resolution by our dedicated in-house support team, while giving us the ability to accurately communicate with you for the request. Support requests MUST be emailed to support@storeymarketing.com. Emailing “info” or a specific employee email account will slow support response time, or if the person is not checking email for a prolonged time, perhaps due to vacation, may result in no response at all.

Phone Support Requests

Email is the preferred method of contact for our support staff. ONLY FOR EMERGENCIES: you may also call our office at between the hours of 9am and 5pm EST.

Websites not hosted by Storey Marketing do not receive support from Storey Marketing. All website files sent to another hosting company will work as on the review link we provided during development if properly setup and configured by your host. Storey Marketing will not provide any security patches, updates or ongoing support for websites not hosted with Storey Marketing, and any support requested to assist another host will be charged in advance at our current hourly support rate.

Frequently Asked Support Questions

THE FOLLOWING IMPORTANT INFORMATION IS RELATED TO YOUR EMAIL. Please contact us if you have any questions:

Microsoft Outlook Set-Up

The information included below provides the necessary settings for Microsoft Outlook and also how to use a web browser to access the webmail interface. When setting up the account in Outlook, use POP3 and not IMAP. (Additional note for Outlook 2010 users. When establishing an account, select “Manually configure server settings or additional server types” and use the information below.)

Microsoft Outlook settings follow this example:

Mail Server Username: youremail@yourdomain.com
Password: Sent in email (The password is case sensitive)

Standard Settings

Incoming Mail Server: mail.yourdomain.com
Outgoing Mail Server: mail.yourdomain.com (server requires authentication) port 25

Secure SSL/TLS Settings

Incoming Mail Server: yourdomain.com
Outgoing Mail Server: yourdomain.com (server requires authentication) port 465

NOTE:Secure SSL/TLS requires an SSL Certificate.


It is important to note that in Outlook the outgoing server advanced settings require authentication to be checked (using the account username and password). Outbound email will not send unless this is done.

It is important that, during your software or mobile device (smartphone/tablet) set-up, you MUST utilize POP3 as the email type (see below for more information). DO NOT use IMAP. IMAP accumulates email on the email server and, as long as you don’t delete an email on your computer/phone/tablet, the email will remain on the email server and eventually fill up your available space. It is particularly important to remember this with newer versions of Outlook, iPhone and iPad because all of these will attempt to set up your email with IMAP unless you indicate otherwise.

To access webmail on our server, go to:
yourdomain.com/webmail

A log-in box will appear requiring your user name and password. The Username is your full email address. Then, click “ok.”
The webmail will then load. The SquirrelMail program is the most basic and the one most commonly used to read mail from a browser.
If you wish to change your password, it may be done from the Webmail screen.

Email Notifications

It is important to understand that your email storage has a defined limit of 200MB per email account and you will need to utilize email software, such as Microsoft Outlook, to regularly download and store the email to your own computer. We recommend Microsoft Outlook because it the most popular email software in the world and you should be able to obtain support for your own computers from a reputable local IT company.

Failure to use email software will result in your email storage space filling up over time. If this happens, you will receive a notification in your email similar to this:

The following users are near or have exceeded their individual mail quota:
email@yourdomain.com: warn
!! Do not respond to this message. Your reply will go nowhere. !!

A “warn” notice advises you that you have exceeded 70% of your email storage allocation and you should remove the email that is filling your email account on our server.

If you do not resolve your email storage issue, you will eventually receive another warning email  at your email account similar to this example:

The following users are near or have exceeded their individual mail quota:
email@yourdomain.com: critical
!! Do not respond to this message. Your reply will go nowhere. !!

A “critical” notice advises you that you have now exceeded 85% of your account’s email storage capacity on our server. Failure to act immediately will result in your email account filling to capacity. If this happens, your email address will no longer receive email messages and anyone sending to your email account will receive a message that your email account is full. The sender will not be able to successfully send anything to you until you resolve your email situation.

If you need to clean out accumulated email for your email account on our server, please go to yourdomain.com/webmail, log in using your full email address and password and then select SquirrelMail. From within SquirrelMail you may select and delete email to reduce the amount  stored. Emails with attachments take up the most space in your account. If you have recently received a large attachment, this may be the reason your account is approaching capacity. Once you delete emails from your inbox in SquirrelMail, you must also empty the trash folder.

There are some key differences between POP3 email and IMAP which we will explain below.

POP3 and Why We Chose This Option

POP3 email is configured to store copies of all your email on your local computer and deleted them from server after a set number of days (usually 7 or 10). This option is the best as your inbox of 200MB will continually delete older emails, and will not fill to capacity, which would mean you could no longer receive email.

By storing copies of email locally on your phone, tablet or computer, you to have access to your emails without an internet connection (convenient for travel, etc.).

IMAP

When you check your email with an IMAP connection, you are accessing and managing your email directly from the email server. This means that all email stays saved on the server causing email boxes to go over their 200MB quota pretty quickly.

Important Note

While we host forms on a HIPAA compliant server, email hosted with Storey Marketing is not secure, and does not meet HIPAA requirements associated with ePHI (electronic Protected Health Information). We recommend that all clients who communicate with patients via email; or who send clinical, financial, or administrative information about patients via email; should set up secure HIPAA-compliant email through our associate. Please contact us for more information.

All website forms utilize our server to meet the new OMNIBUS requirements for HIPAA compliance. When a form is submitted, you will receive an email notifying you to log in to retrieve the information. It will contain the number of the form entry.

HIPAA Compliant Hosting

For all forms, you will need to log in to a secure area to retrieve information submitted, as all forms contain PHI (protected health information). When someone fills out a form, their information will be stored within a secure database that you can access, and download as an Excel spreadsheet or txt file, or print as a PDF. The new server meets all HIPAA requirements, and your forms will now bear the HIPAA logo.

To access the form system, please go to the URL provided in the email notification. Use the Username/Password provided within your initial instructions to access the system.

To retrieve the information from a form, click on the green bar with the specific title. Click on Entries and then select the line corresponding to the entry number you wish to view. There is a print option on the right side of the window when viewing the form. You may also export the information as an Excel spreadsheet or txt file.

Processing Orders - This may be more in-depth than what clients will be using but it shows many of the features your store order section offers.
https://www.youtube.com/watch?v=OLYwUd0Lhb8

Adding, Deleting and Managing Products
https://www.youtube.com/watch?v=Q66MvWDhRDM

Magento is the platform used for this store. Here is the Magento User Guide which answers many questions as well as guides storeowners through using/setting up their store.
https://www.qualityshop24-7.com/review/preckshot/media/Magento_Community_Edition_1.8_User_Guide.pdf

Processing Orders - This may be more in-depth than what you will be using but it shows many of the features your store order section offers.
https://www.youtube.com/watch?v=OLYwUd0Lhb8

Adding, Deleting and Managing Products
https://www.youtube.com/watch?v=Q66MvWDhRDM

Magento is the platform used for this store. Here is the Magento User Guide which answers many questions as well as guides storeowners through using/setting up their store.
https://www.qualityshop24-7.com/review/preckshot/media/Magento_Community_Edition_1.8_User_Guide.pdf


Ask a Support Question

Non-emergencies will be addressed the next business day. If you are not having technical problems, but rather have questions about our products or services, please email info@storeymarketing.com or fill out the form on https://storeymarketing.com/contact-us.php . Thank you!