Email-only tech support?

[_Wayne_]

Folks,

I just set up an account and pointed the TLD server here... Unfortunately, I cannot seem to get my POP email and test messages I send bounce back. I sent email to Tech Support, but Lord knows whether they got it or not.

Is there any move afoot to move away from this email-only tech support? Two-hour response time is OK for stuff like "my PHP doesn't work", but not for "my email is bouncing and I cannot get anything.". Or am I just too picky?

[Deb]

If you check out the UserManual at http://www.FutureQuest.net/UserManual you will find our phone number if/when needed.

We discourage phone support mainly because this is a small company and we do operate out of the home... e.g. we answer when we are here (which is a good part of every day of the year).

I'm sure we'll add a 24/7 toll free number eventually but it is not something planned in the immediate future. Finances are the main reason for this not being a current feature... It would involve making sure we have a human at the phone 27/7 in addition to the phone bill http://www.aota.net/ubb/wink.gif

As far as your email goes... remember it takes time for domains to propagate... yours was put on the server last night... it could take a few days for all of the ISPs out there to get their cache refreshed and notice the changes....

Deb

[Terra]

The email messages that are being bounced back are addressed to:
wfolta@six.futurequest.net

which will get bounced back... Our mail system is heavily layered seperating 'virtual domains' from the 'futurequest.net' email boxes...

Please use:
wfolta@netmail.to

and all will be routed properly...

As Deb has stated, you are in DNS propagation proceedings, as all the DNS servers get updated with your new settings...

There is not much more we can do to speed this along, other than making sure that everything is configured properly (which I have done) to catch your email...

Two hour response time is awesome in the hosting industry, and we try to never let it slip past 12 hours... I'm sure you find our technical support crew quite efficient to any task at hand...

--
Terra
sysAdmin
FutureQuest

[_Wayne_]

Actually, I was sending email to wfolta@netmail.to@mail2.futurequest.net, which essentially forces the email to go through your host even though the domain info has not fully propagated yet. I guess your MTA handles double-@'s differently than my past experience.

It looks like the DNS propagation is going well, and I'll drop my old web hoster in a day or two. (Remind me to tell you the story about how they -- on three separate occasions -- bounced all my email for 12+ hours. And how the last straw was when I had intermittent email bounces and it took them 48 hours to call back to let me know what was going on.)

Back on the Futurequest homefront: I tried to get my email tonight and am getting an error from the POP server:

Server not responding. 706; Lost connection to server. {37:1136}

Which is why a small operation can be good, but it can also make me nervous when things are confusing or messed up at night.

(The flip side of the coin is that I've only ever experienced one company that had knowledgeable tech support people there at night. Basically, they were day people that got paged.)

[Justin]

Server SIX had some downtime between 6:44pm and 8:18pm EST tonight. The
server is back on line, but the email has not been reset yet. This should be
fixed within a few minutes.

Sorry for the inconvenience http://www.aota.net/ubb/smile.gif



------------------
Justin Nelson
FutureQuest Tech Support

[Terra]

Actually, I was sending email to wfolta@netmail.to@mail2.futurequest.net, which essentially forces the email to go through your host even though the domain info has not fully propagated yet. I guess your MTA handles double-@'s differently than my past experience.

Hmmm, curious - I will have to check and see how QMail handles that scenario...

--
Terra
--Wow, there is such a thing as day and night?--
FutureQuest

[hearts]

--Wow, there is such a thing as day and night?--

this just struck me as funny.

Maybe it is easier to say, every night leads to a new day, and we take it as it comes!

I think that timex slogan is perfect for ya Terra! (i would post it.. but don't wanna infringe any copyright laws! *grin*

[Terra]

wfolta@netmail.to@mail2.futurequest.net

I tested this syntax, and found that it will get bounced...

#1) I don't have mail2.futurequest.net in my receipt hosts, this stops spammers from using a global address to hit FQuest domains... (it's working as desired)

#2) The delivery to address gets converted to:
wfolta_netmail.to@mail2.futurequest.net
which will also cause it to get bounced back... mail2.futurequest.net has no POP boxes to deliver to, and if it did - where would it send 'wfolta_netmail.to'...

That concludes our session of MTA 202 for today... It was an interesting behavior, but one that won't work for us...

--
Terra
--This message will now self-destruct--
FutureQuest