We realize that the Internet and all the technology attached to it is far from simple. We believe the best customer is an educated customer. Thus, we make an effort through our support process to not just fix a problem, but to explain the problem and the solution where ever possible. If you are not interested in becoming educated, please do NOT call our support staff. If we cannot teach you the basics of trouble shooting issues, you will not enjoy working with ComSite and we will not enjoy working with you. We want you to get the most out of the Internet, but to do so, you have to understand the basics of how it all fits together.
- Before you Call
- Please have your account name and/or support contract ID available.
This will speed the process along and help us to log any issue you have
for future reference.
It is also important to note any error message you
are getting, whether it be on your web site or your email.
If you have an error/problem with Microsoft products
such as Outlook, or any of their development tools, we recommend contacting Microsoft support.
Please verify the following before calling.
Can you go to Google.com
Please know who provides you with Internet ACCESS?
Please verify what browser AND version you are using (Internet Explorer, Firefox, Chrome, Safari, Opera, Other)
If you are having an email problem, please do the same, what email client and version. We need this in order to help you.
Again, for email, do you use ComSite for Incoming (POP/IMAP), Outgoing (SMTP) or both?
If so, verify the following:
- - Your login name (username) is your full email address (eg. firstname.lastname@example.org)
- - You are sure of your password
- - Your Incoming Mail server (POP or IMAP) is set to mail.yourdomain.com (or mail.comsite.net).
- - Your Outgoing Mail server (SMTP) is also set to mail.yourdomain.com (or mail.comsite.net) or it is set to your
internet access providers SMTP server.
- - Your SMTP server is set to login (authenticate) before sending mail. Usually a check box "My SMTP server requires authetication". Here you will need to have your full email address and password as well.
- - Make sure you have everything spelled correctly.
- - If you use a Blackberry or iPhone, or some other smart phone where you receive your email, make sure it is set up as an IMAP device instead of POP. Otherwise, it will remove email from our server and your home or office computer will not be able to download it. This is a VERY common problem that has a VERY simple answer.
- Speak Plainly
- If you don't know technical terms, don't fret. We know how the jargon of technology is frustrating. We will always treat you with respect - at least as long as you reciprocate.
- Call Us
- Chances are, we don't know you are having a problem until after you call us. So please, never hesitate to do so. 210-615-8989.
Our support hours for email and non emergency web maintenance is M-F 8:30 am - 5:30 pm. If you have a problem that you consider urgent, please call the office and leave a voicemail. Our system will turn that message into an email and send it to our on call support team. Please be specific, as the support team will determine the urgency level and take necessary action.