Frequently asked questions

Take your the time to read carefully this FAQ that should answer most of your questions.

1. About the solution

  1. What type of server is provided with this solution?
  2. Is there any availability guarantee?
  3. Can we upgrade our server resources if we reach them?
  4. Our email accounts are currently configured on a cPanel/Plesk server. What's the difference with this solution?
  5. Can we send newsletters with this email solution?
  6. Should we backup our data?

2. The email application

  1. What is the maximum number of email accounts per server?
  2. Can we manage more than one domain name?
  3. Both POP3 and IMAP are supported. Which do you recommend?
  4. What about the spam and virus filters?
  5. Can you provide information about the application updates?
  6. What are the possibilities for administrative users?
  7. Does the application include statistics?
  8. Can we take a look at the server logs in order to troubleshoot email issues?
  9. Is there a mobile interface included?

3. Calendars and Tasks

  1. Can you provide us more information about synchronizing calendars and tasks?
  2. Is it possible to synchronize my calendars/tasks with Microsoft Outlook?
  3. Is it possible to synchronize my calendars/tasks with Thunderbird?
  4. Is it possible to synchronize my calendars/tasks with Mail?
  5. Is it possible to synchronize my calendars/tasks on my iPhone?
  6. Is it possible to synchronize my calendars/tasks on my Blackberry?
  7. Is it possible to synchronize my calendars/tasks on my Android?

4. Technical Support

  1. Is technical support included with this solution?
  2. How does your time logs work?

1. About the solution

1.1 What type of server is provided with this solution?

This email solution is based mainly on renting a private Linux server which will be dedicated to the customer. The basic package includes a powerful Intel Xeon processor, 2gig of DDR3 RAM and 100gig of hard disk space configured in RAID-10 to increase data security and disk performance. The server is connected to a 100Mbps uplink port on a BGP4 premium network BGP4.

1.2 Is there any availability guarantee?

We guarantee the availability of the network access and electrical power to 99.9%. We have a capacity of over 45 Gbps through our transit provider and numerous exchange points, which allows us to offer our customers a premium and very fast network access. In addition, all servers are hosted in leading edge data centers located in Montreal, Canada.

1.3 Can we upgrade our server resources if we reach them?

It's possible to increase hot-swap the resources of your server with sometimes a small interruption time. We can increase the memory in case you are hosting more mailboxes than expected or disk space if you have few accounts that take all your disk space. Charges may apply for these upgrades. We usualy upgrade the customers plan from basic to a higher one.

1.4 Our email accounts are currently configured on a cPanel/Plesk server. What's the difference with this solution?

cPanel and Plesk servers are usually shared servers hosting hundreds of clients. Therefore, your email utilization is affected by other customers. For example, another customers could make the server unstable by using lot of processor resources or another customer could be sending marketing emails or SPAM that would block your own messages as the server became blacklisted. The most important concern in a shared server is the privacy. A shared account indicates that there are many technicians who can see all emails that you send and received at anytime, even before you read them. This can be critical for a company in terms of information leakage.

1.5 Can we send newsletters with this email solution?

It's strictly forbidden to send marketing emails with this solution. Contact us if you're looking for this kind of solution.

1.6 Should we backup our data?

The customer is responsible for its backups. If all workstations are configured in POP3 then all the emails reside on the workstations. It is not critical for the customer to make backups, unless you want a copy of the application settings to avoid reconfiguring everything in case of major problem on the server. The size of the basic configuration and structure is between 5gig to 50gig depending on the customer usage.

2. The email application

2.1 What is the maximum number of email accounts per server?

The number of email accounts with this solution is UNLIMITED. The only limits are your server resources. You can upgrade to the next package which contains more memory and disk space if you reach the maximum capacity of your server. For example, we have customers who have hundred of POP3 accounts on the basic package and the server run smoothly.

2.2 Can we manage more than one domain name?

You can add several domain names through the control panel, whether to create aliases or email accounts on different domains.

2.3 Both POP3 and IMAP are supported. Which do you recommend?

This all depends on your needs. If you want to optimize your server resources, we recommend configuring your workstations (Outlook, Thunderbird, etc.) in POP3 and configure the email retention on the server to 15 days. As for your mobile device (iPhone, Blackberry), you can configure it in IMAP if there's also a workstations that fetch the emails on this account and there's a messages retention configured on it.

2.4 What about the spam and virus filters?

This solution uses SpamAssassin as the anti-spam and ClamAV as the anti-virus. Both are configured to achieve a level of optimal filtering. We also configure the best anti-spam lists (RBLs) to add another level of filtering. We usually reach a very good rate of spam filtering.

2.5 Can you provide information about the application updates?

A new application update is available approximately every 4-6 months. It's not always necessary to make this update as it doesn't always fix critical problems. However, in the case that a major security vulnerability is discovered, you will be notified immediately. If you wish to update the application to fix some bugs and be able to use the new features, you can use your Time Logs with us. Open a support ticket for details.

2.6 What are the possibilities for administrative users?

The server administrator, which is usually your IT technician, has all rights on the server and messaging application. On the server side, he can do all the updates, reboot, troubleshoot email issues or deliverability, etc. On the application side, he can create and modify email accounts, check the services status, check the statistics, log into user mailbox if permitted, and more.

2.7 Does the application include statistics?

The application generates statistics every 5 minutes. This includes the number of messages sent, the volume of messages, the number of emails blocked by the anti-spam, user quotas, and more. Statistics generally help to see if there's something wrong with the application services.

2.8 Can we take a look at the server logs in order to troubleshoot email issues?

Root access to the server is provided with the solution. Your IT technician can therefore verify the server logs in live. Services logs help troubleshooting email issues.

2.9 Is there a mobile interface included?

The application Web interface is also designed for mobile devices. The mobile optimized version will be automatically displayed if you visit the Web link of your email server on a mobile device.

3. Calendars and Tasks

3.1 Can you provide us more information about synchronizing calendars and tasks?

Synchronization of calendars and tasks can be done using the CalDAV protocol, which is not available on all devices and software. Make sure your software supports CalDAV well and synchronization will works well. In case your computer network is only composed of software that does not support CalDAV like Microsoft Outlook, it's possible to buy the application Professional version that includes the Zimbra Outlook Connector. The cost of this version is about 3$/month per email account. Note that it's possible to check the calendar at any time from the Web interface, regardless of the software or device used.

3.2 Is it possible to synchronize my calendars/tasks with Microsoft Outlook?

The Open-Source edition of the application can't synchronize calendars as it doesn't provide the Outlook connector and Outlook is not compatible with the CalDAV protocol.

3.3 Is it possible to synchronize my calendars/tasks with Thunderbird?

Yes. The Lightning extension for Thunderbird lets you manage calendars and tasks as it's compatible with the CalDAV protocol. There's also a tutorial about this on our tutorials section.

3.4 Is it possible to synchronize my calendars/tasks with Mail?

Apple software works fine with the CalDAV protocol.

3.5 Is it possible to synchronize my calendars/tasks on my iPhone?

Apple software works fine with the CalDAV protocol. There's also a tutorial about this on our tutorials section.

3.6 Is it possible to synchronize my calendars/tasks on my Blackberry?

The Open-Source edition of the application doesn't provide the BlackBerry connector, same for Microsoft Outlook.

3.7 Is it possible to synchronize my calendars/tasks on my Android?

Several messaging software are available for Android. Just pick one that supports the CalDAV protocol.

4. Technical Support

4.1 Is technical support included with this solution?

Installation and basic configuration of the server and the application are included in our offer. Technical support by our team is not included, either for the server management, to help you configure your workstations, to help troubleshooting problems with sending or receiving emails, or other. However, this can be done quickly and easily by our support staff, billable on hourly basis. We have different Time Logs to offer a lower hourly rate.

4.2 How does your time logs work?

Once the Time Log is ordered and paid, it can be used for anything that is related to your Email-Ready solution. It doesn't have an expiration date and has discounts depending on the number of hours included. This time can be used in blocks of 15 minutes.