Frequently Asked Questions

In their attempt to limit SPAM or UCE (Unwanted Commercial e-mail) many e-mail administrators subscribe to "remote black lists" (RBLs). These are lists of addresses from which it is suspected that SPAM or UCE is being sent. There are many way to get listed on one of these lists and it is sometimes difficult to get removed. If you or someone in your office has had a virus which sent out large volumes of e-mail you can often be listed. Unfortunately many of these lists are overly zealous in labeling a site as an offender. Some lists accept nominations from recipients that report sites they believe are sending SPAM or UCE. Some of these lists will group sites by the block of IP addresses that the server may be located in. This means that someone else in that block of addresses could have been responsible for the listing. We do not have a high degree of confidence in these services and prefer to maintain our own black lists which are administrated on a case by case basis.

"Targeted" Lists: One of the many types of e-mail address lists for sale today is the "targeted" e-mail list. These lists are compiled using various methods in an attempt to reach a specific audience who, in theory, would be more interested in the product or service being offered. Unfortunately these lists are still unsolicited and therefore violate our policy. We do not allow these lists to be used to promote domains, IP addresses, or e-mail addresses that are hosted on our servers. There are many reputable list merchants who can provide "Opt - In" lists that are "targeted" because the recipients have specifically asked to be included. While these lists are more expensive than those simply "harvested" by automatic means, they are significantly more effective. The distributors will usually do the mailing for you and their savings in time, energy and aggravation often far out weigh their costs.

Other Providers: It is important to remember that unsolicited e-mail is often found very offensive, and the fact that we host a domain can easily be traced. Almost all ISP's and IPP's block e-mail from domains associated with unsolicited e-mail, and more importantly it is against the policies of our upstream providers to allow hosting of websites or e-mail addresses of customers who spam.

Abuse Reporting Hours: We are currently available by phone from 9:00 AM to 5:00 PM Eastern US time. General information is available by contacting our customer service department at customerservice@jenica.com or calling 1-888.642.6877. All complaints should be directed to abuse@jenica.com, and only specific questions should be directed to customer service.

Received Bulk E-Mail: Occasionally our customers run into a particular bulk e-mailing company, or particular message that comes in repeatedly. Since we do track all incoming unsolicited e-mail complaints and block repeat offenders, we ask that you forward these complaints to abuse@jenica.com as well as complaining to the sender. When sending a complaint, please make sure to include the full header information ("Received From:" lines) so that we can trace the source of the message.

Complaints Procedure: We will investigate all complaints about the sites we host. In order for an unsolicited e-mail or newsgroup abuse complaint to be considered, however, it must have the full header information for verification purposes. We are currently operating under a "three strikes" procedure in which we warn, suspend, then delete accounts which violate our policy. It is very important to remember that often times unsolicited e-mailings forge header information and innocent domains are caught in the angry crossfire that follows. Please remember that just because a domain name we host may show up in several unsolicited e-mailings, they do not necessarily have anything to do with them. Allegations of trademark/copyright infringement and intellectual property disputes are handled under another policy. Domains found to have engaged in "mailbombing" or other serious or damaging breaches of policy can be suspended or deleted without warning.

Root Directory: It is often asked why the advertised domain in a bulk e-mailing is "still active, but showing only a root directory". This is because the account is suspended. Often times it can take several days to sort through the ramifications of deleting a site for a violation of policy, and the site will be kept in this status until such time as the account is deleted.

Disputes and Allegations: We are very sensitive to the Internet related issues often raised about websites we host. These include trademark/copyright infringement, improper advertising, and a few others. We are willing to help resolve these issues between the complainant and our customer, but cannot act as judge and jury or delete every account accused of violating the law. We suggest the following: 1. If our client does not respond to your cease-and-desist demand by your deadline, please forward our name, address, email, etc. to your counsel so we may cooperate in resolving the matter without litigation. 2. Through your counsel, or the legal branch of the appropriate local, state, or country authorities, please inform us as to how our client responds to your demand. Although our client may express an opinion to us regarding your claim(s), the only response that counts is the one our client sends to you--and we will not necessarily receive a copy of it. 3. If the response from our client is unsatisfactory to you, we will work with your counsel or the legal branch of the appropriate local, state, or country authorities -- if he or she is willing -- to agree upon the wording of an injunction which will legally require us to remove the offending website. If we can agree on the wording of the injunction, we will not oppose your motion requesting it. These are guidelines and suggestions as each case is always handled on an individual basis.

Policy Violations and Refunds: Any customer who has been suspended for a violation of our policy will no longer be eligible for the 30 day money back guarantee.

Copyright & Trademark Policy: Jenica Media Services requires that all those who are responsible for their website's content obey international copyright, trademark and patent laws. We will not register any domain name which contains a trademarked name for which those registering it do not have written permission from the trademark holder. Webmasters and designers who are responsible for sites hosted with us may not use any graphics or text from any copyright protected website without written permission from the copyright holder. No graphics may be copied from the Jenica Media Services website or from any website designed or hosted by Jenica Media Services without written permission. Web site content may not contain false claims or intentionally misleading information as to the affiliation of the site without the legal right to claim such affiliation. Violators of this policy are subject to immediate suspension of service.

Bulk E-Mail: Our Accepted Uses Policy forbids the transmission of certain types of e-mail. There are many reasons for not accepting bulk e-mail which are outlined in the unsolicited e-mail (UCE) FAQ. Bulk e-mail can be acceptable under the circumstances outlined below: 1) You should have a prior relationship with the person receiving the e-mail, and they should be aware that they will be receiving e-mail from your domain. 2) If you have a subscription list, there should be a confirmation e-mail sent to the address before that address is added. 3) There should always be a way to quickly and easily unsubscribe from the list included in each e-mail, and all unsubscription requests should be quickly honored. 4) A valid "From:" and "Reply to" address must be included with each message. The following items would violate our policy: 1) Any kind of forged header information. 2) Lists which include "harvested" addresses. 3) "Targeted" e-mail lists that are not "Opt-In". 4) Using a script on your site to send bulk or unsolicited e-mail. 5) Using an autoresponder at your site to send bulk or unsolicited e-mail. Please note that this includes all domain names, IP addresses, and e-mail addresses at a site.

Fortunately many of these lists are self cleaning. If the cause of the listing has been corrected and no new complaints are filed, many of the lists will drop the name automatically in a day or two. Some lists have a specific procedure for delisting. Obviously if the problem which caused the listing persists or you are in fact sending out unsolicited e-mail you are not likely to be removed. Hence it is very important that ANY e-mail you send out including Newsletters or announcements, comply with the rule governing both the spirit and the definition of SPAM or UCE. Unfortunately there are some lists that are poorly run and will not respond to legitimate requests for removal. In these cases you best bet is to contact the e-mail administrator of the recipient who is blocking you and request them to ether manually "white list" your e-mail address or to stop using the service which has reported you.

Unfortunately there is little that we can do if you are black listed. We can provide you with any technical information that you may need to supply to become delisted. We have a strict policy against SPAM and we will terminate any accounts that we discover engaging in this practice. If you suspect that someone else on one of our servers is engaged in this please report it to abuse@jenica.com.

File Restoration Policy: Keeping backups is an essential part of maintaining a website. We archive copies of all sites that are designed, maintained and managed by us. In addition, certain classes of servers are backed up to a redundant drive daily and all our server are backed up to tape. If you are maintaining your own site and/or are using ftp or our various control panels to maintain files yourself then it is your responsibility to ensure that you have appropriate backups. However, we understand that accidents happen and will do our best to locate and restore files that may be lost. Usually, there is a flat charge assessed if the file is readily available, however, we also reserve the right to charge a reasonable fee to cover our costs. Our tape back-up system is in place primarily as a disaster recover system. As an added service, we do provide restoration of customer files when requested -- however, these requests can only be fulfilled during those times that the tape drive is not busy backing-up the servers. There is a limited number of hours per day when restorations requests can be completed because the back-up process runs for much of the day. Because of these limitations and the necessity to use data center personnel to physically locate the tape a minimum fee of $150.00 will be charged if the only way to restore the files is from the tape archives.. To request file restoration, please send the following information to support@jenica.com: 1.Domain name of account in question. 2.The date from which the restore should be performed. 3.The files to be restored. 4.If we need to restore the whole site, please indicate accordingly. 5.Acknowledgement of a minimum $150 restoration fee should the tape archive be required. Typically, restores cannot be performed over the weekend. Please allow 24-48 hours for restoration on weekdays. ** A minimum $150 restoration fee will be charged for all restore requests unless otherwise approved in advance. Additional charges may also be applied. Our Customer Service Department will notify you, in advance, if possible, of the exact charge being charged. All payments must be made at the time service is rendered. A credit card may be used to pay for these services.

Policy on Upgrading a Hosting Account Involving an Overage: We offer a variety of hosting plans. Some plans such as our VPS plans have unmetered monthly transfer quotas and are regulated by server transaction capacity. Other plans including our Windows 2000 and specific UNIX plans have specific monthly contract transfer or disk usage quotas and are therefore subject to overage charges. Exceeding the monthly data transfer and/or disk usage limit is known as an "overage." If your hosting account experiences an overage, you have two options at your disposal. One option is to pay extra for the amount of data or usage that exceeded your monthly limit. A second option consists of upgrading your hosting account so that it absorbs all or some of the overage amount. This document provides information regarding that second option. Overages are billed at the end of each month. All accounts have until the tenth day of the current month to process a hosting account upgrade for the overage accrued during the previous month. You can upgrade hosting accounts to a higher level to avoid overage charges. Upgrades processed before the tenth day will have all or some of the fees for the previous month's overage waived. See Examples 1 and 2 below for details. If you have an overage at the end of a month, we will send you an overage notification. If you receive a notification, you need to do the following prior to the tenth of the current month: Process the upgrade to the hosting account. Pay the overage amount in full. IMPORTANT: The account will be billed for the previous month's overage if the upgrade to the hosting account is made after the tenth of the current month. The following two examples illustrate the types of hosting plan upgrades that customers can use to resolve an overage situation: Example 1: Upgrading to Cover the Entire Overage Some customers may choose an upgrade that covers the entire overage. For instance, let's say that a customer on a plan experiences an overage of 100 MB for the month of February. On February 28, Billing automatically sends an overage e-mail notification to the customer. On March 9, the customer upgrades to a higher transfer quota plan. Upgrading to the plan covers the cost of the entire 100 MB overage. As the upgrade took place prior to March 10, the customer will not need to pay for the overage. Sales will then send an message to Billing requesting that the overage amount be zeroed-out. As a result, the customer will now pay a pro-rated fee on the higher quota plan. Further, depending on how much time remained on the customer's plan, the customer will receive a pro-rated credit for that plan. Example 2: Upgrading to Cover a Portion of the Overage Some customers may choose an upgrade that covers a portion of the overage. For instance, let's say that a customer on a plan which allows for 3000 MB of data transfer per month, experiences a 3100 MB data transfer overage for the month of February. Thus, the customer's data transfer total is 6100 MB. On February 28, Billing automatically sends an overage e-mail notification to the customer. Prior to March 10, the customer upgrades to a higher quota plan. As the new plan has a 5500 MB data transfer limit, the customer must pay for the 600 MB of overage (that is, 6100 MB minus 5500 MB) that remains for February. Sales then will send an e-mail message to Billing requesting that credit be applied to a portion of the overage invoice.

You may contact Technical Support by telephone 1-888-642-6877 during our normal working hours or via email support@jenica.com anytime.

Yes, several website design and contentent management tools are available depending on your needs. See  Content Mangemen Tools for our latest offerings.

Freedom supports a large number of modules designed to extend and enhance your website. Depending on your plan, some modules may not be enabled for your website. If your module is installed simply click on the HELP button from within Freedom's BLUE interface or click here to go directly to the HELP index screen. Contact your Jenica account manager for more information turning on modules.

30 Day Money Back Guarantee: Each of our web hosting plans carries a 30 day money back guarantee. If you are not completely satisfied with our services within the first 30 days of your contract, you will be given a full refund of the contract amount excluding setup fees, domain registration fees or specific additional services fees (see below). Setup and or domain registration fees are refundable for the following reasons only: (1) the account order is cancelled prior to activation; or (2) the domain name was not available at the InterNIC. No refund is available after the 30th day. To view the Refund Policy click here. This policy does not apply to any additional services such data transfer overages, disk space, pop accounts, domain registration fees, technical services provided to move domains or for design and programming etc.

Refund Policy Jenica Media Services' web hosting plans carry a 30 day money back guarantee. If you are not completely satisfied with our services within the first 30 days of your contract, you will be given a full refund of the contract amount excluding setup fees, domain registration fees or specific additional services fees (see below). Setup and or domain registration fees are refundable for the following reasons only: (1) the account order is cancelled prior to activation; or (2) the domain name was not available at the InterNIC. No refund is available after the 30th day. Additional services such as data transfer overages, disk space, pop accounts, domain registration fees, technical services provided to move domains or for design and programming etc. are non-refundable. All cancellations must be received in writing as per the deadlines indicated; regular mail, e-mail and fax notifications are acceptable. Phone requests will not constitute acceptance of any cancellation. Refund policy on renewals Renewals of web hosting contracts will be refunded if we are notified within the first 10 days following renewal date. No refunds will be granted for notifications received after this date. Suspended or cancelled accounts Accounts that are suspended or cancelled due to policy violations are not eligible for the 30 day guarantee. Refunds will be prorated based the term remaining less any costs and outstanding invoices. See our Acceptable Uses Policy for more information. Refund Policy for Domain Pointers No refund is given on 3 month contracts or less. Domain pointers whose term is longer than 3 months will receive a refund on the balance of the term which exceeds 3 months.

When you place your order through the online order form, be sure to make a note in the comment section indicating that you will need a copy of your invoice sent to you either through US Mail or by fax. We will automatically e-mail you an order confirmation notice that will serve as an e-mail invoice.

Yes, however if your card cannot be successfully charged on or before the renewal cut off date (expiration, change of address, over credit line etc.) we will attempt to contact you to correct the problem. However, it is your responsibility to satisfy the invoice by some other means to avoid cancellation. Upon renewal, you will receive an e-mailed confirmation.

We accept Visa, MasterCard, Discover, American Express, PayPal and E-Check. Payment by business check is also acceptable, but we cannot set up accounts until payment has been received.

The email program on your computer must be configured to match the settings of your website or email account. The information should have been included in the information you received when you established your account. Typically the information would be similar to the following:

Email Type: Pop3
Incoming Mail: pop.yourdomain.com
Outgoing Mail: smtp.yourdomain.com
User ID: yourusername
Password: yourpassword
Outgoing Server Requires Authentication: Yes, same setting as incoming

Once you have gathered the information, you can find specific instructions and a tutorial for most email programs by clicking here.
**Please note that the login and password are case sensitive.

1. Log on to http://yourdomain.com/ControlPanel using your login and password
2. Select ‘Add End User' from left side menu.

a. Type in Full Name
b. Create Login (1 to 16 lower case characters).
c. Create Password (8 or more characters - at least 1 non-letter).
d. User Disk Space (Type in allotted disk space: recommended minimum 20MB)
e. End User Privileges - Select all that apply (generally just Mail privileges).
f. Add this End User to the following domain: Select the desired domain from the drop down menu

3. Click ‘Next'.

a. Create Email Address. (example: user@yourdomain.com)
b. Select Webmail Client.
c. Select SpamAssassin (junk mail filtering).
d. Select Clam AntiVirus (virus protection).

4. Click ‘Next'.
5. Review and Save.

1. Select ‘Add Email Address'.
2. Type in the prefix (ex. info) and choose the domain from the dropdown list. (info@domain.com).
3. Select from the following:

a. ‘Reject mail - return as unknown user.' Use only if you DO NOT want to receive email at this address
b. ‘Silently discard mail.' Use only if you DO NOT want to receive email at this address
c. ‘Local mailbox - deliver to user:' Choose a user from the dropdown list. User creation is listed in the previous instructions.
d. ‘List - Deliver mail to the following mailboxes and email addresses.' One user or email address per line, or separated with commas. User creation is listed in the previous instructions.

4. Select the Save button.

You can stop getting email from any email address by adding it to your blacklist:

1. Go to http://yourdomain.com/ControlPanel, login with your email username and password, the same as what you use in your email program
2. Click 'Mail' in the top Navigation bar
3. Click 'Spam Filtering' under 'Mail Filters' on the left side
4. Click 'Manager your blacklist' at the bottom.
5. Enter the email address you want blocked into the second box and click 'Add to List'
Now instead of the first box saying '{list is empty}' it should have the email address that you just added.

If you have any problems or questions, please contact support@jenica.com.

There are several versions of Outlook, each different from the last.  The most universal way of sending an email message as an attachment is by following these steps:

1. Open a new email message
2. Drag the email you want to forward into the new email message.

For Microsoft Outlook 2003, you can also change the options settings to forward as attachment, and tested them out:

1. Select Tools | Options... from the menu.
2. Go to the Preferences tab.
3. Click E-mail Options....
4. Make sure Attach original message is selected under When forwarding a
5. message. (This is a drop down)
6. Click OK.
7. Click OK again.
8. Now when you forward an email it will forward the original message as an attachment.

Yes, you can use our Online Payment Center to make any payment, pre-payment or deposit and charge it to a major credit card. Include the billing reference (if none, enter none) and describe how the payment is to be applied (Tip: when entering the amount DO NOT use the currency symbol). Simply click here to go to our Online Payment Center.

Please e-mail, fax or surface mail our sales department to cancel your account. An e-mail request must originate from the e-mail address listed as that of the owner of the account.

It is important to review the reason why you are canceling in order to receive proper credit and to avoid additional charges. See below for examples.

1. Non Renewal of Hosting Account If you are responding to a renewal invoice, please indicate NON-RENEW in the body of your message. You have up to the 5th day prior the renewal date to NON-RENEW an account and still receive a credit or a refund. Refunds, if any, will not be issued if the cancellation request is received after the 5th day prior to the last date of renewal. Hosting is predicated on a monthly increment therefore there are no refunds for partial months.

2. Non Renewal of Domain You may request not to renew an existing domain name. Domain names must be renewed at least 15 days PRIOR to expiration and preferably 30 days prior, to ensure that the name is not lost. We cannot guarantee that a name will remain available if it is allowed to lapse. Domain names are registered for the full term therefore no portion of the registration fee is refundable. Please review our Refund Policy.

3. Delinquent Account We try to accommodate our customers in every way and accept a variety of forms of payment. However, we have a responsibility to our suppliers and employees to be prudent. Therefore unless we make arrangements with a customer in advance, we will automatically suspend and/or cancel accounts that are in arrears. Cancellation fees may apply. Please see our Cancellation Policy.

4. Plan Changes Customers can change their plans from one type to another without the need to cancel an account. Simply contact Sales by any of the methods listed on our Contact Page. Please be specific as to your request.

5. Cancellations within the 30-Day Money Back Guarantee period. Each of our plans carries a 30-day money back guarantee unless otherwise provided by contract. If you are not completely satisfied with our services within the first 30 days of your contract, you will be given a full refund of the amount you pay us, excluding setup fees and overages and other charges specifically excluded by contract. This policy does not apply to any additional services such overages, disk space, pop accounts, graphics and design services etc. In all cases the contract terms superceed this policy. Please review our Refund Policy. Please be advised that if you transfer to another host provider and you do not request that we cancel the account, you are 100% responsible for the hosting fees for the account until a request is submitted to us via e-mail, surface mail or fax. We do not have any way of using the NIC (domain) transfer as a form of cancellation; it is up to you to inform us directly.

All cancellation request must be in writing. The cancellation request may be sent via e-mail, surface mail or fax. An e-mail request must originate from the e-mail address listed as that of the owner of the account.

Please review and understand our cancellation policies to assure that you receive proper credit and avoid additional charges.

Our fax number is 603-880-9209 and our mailing address is: Jenica Media Services PO Box 3664 Nashua NH 03061. Cancellations via telephone must be followed up with a written verification.

You can read our Acceptable Use Policy statement by clicking here.

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Jenica protects your domain name in several ways.

Jenica Media Services is mindful of your privacy. All newsletters and news alerts contain unsubscribe links and instructions. You may also specifically request us not to contact you by sending a request to customer service. You may contact us by email customerservice@jenica.com  or call 1-888-642-6877. Please be aware that customers may still be contacted with information pertaining to their accounts and the services we provide for them. For complete information please read our Privacy Policy statement.

You can contact us by telephone, email and US Mail. You can find the information you need here.

Jenica Media Services requires that all those who are responsible for their website's content obey international copyright, trademark and patent laws.

• We will not register any domain name which contains a trademarked name for which those registering it  do not have written permission from the trademark holder.
   
• Webmasters and designers who are responsible for sites hosted with us may not use any graphics or text from any copyright protected website without written permission from the copyright holder. No graphics may be copied from the Jenica Media Services website or from any website designed or hosted by Jenica Media Services with out written permission.
   
• Web site content may not contain false claims or intentionally misleading information as to the affiliation of the site without the legal right to claim such affiliations.

Violators of this policy are subject to immediate suspension of service.

E-Mail Restrictions: It is often asked why we have a policy against unsolicited e-mailing, or why we restrict bulk e-mailing. A general overview of our reasons are listed below along with some links that can clarify the situation. Unsolicited e-mail, commonly know as "spam" is one of the more heated issues on the Internet. It is considered a breach of Netiquette and often generates more complaints than sales. This is partially because of the tremendous number of unsolicited e-mails received by some individuals (often more than 50 per day), and partially because of the damage and expense the advertising method itself causes. Large providers who can do several million e-mails per day can cause hundreds of dollars in bandwidth charges a day to local Internet Service Providers (ISP's). This cost can cause incredible damage to a small company. Especially when it is taken into account that conservative estimates state that approximately 20% of all e-mail sent across the Internet is unsolicited. This does not include the cost of additional mail servers, staff handling the problems this additional e-mail causes, or online time taken up to download and read all the e-mail messages. These costs ultimately get passed on to the consumer, who never requested the e-mail in the first place. Many other problems are generated when the Unsolicited Commercial Email (UCE) senders try to avoid the hassles of bounced e-mail and complaints by spoofing and forging header information. The bounced e-mail is often sent to an unsuspecting, innocent user, who often has to bear the brunt of angry victims. In a further attempt to hide their identity, some "spammers" hijack third party servers, sometimes causing server crashes and system damage, as well as the additional data transfer cost. This sort of unsolicited advertising is also against the policies of our upstream providers. By allowing any of our customers to violate our policy we would be violating our contract with our providers and risking disruption of service and thereby adversely affecting service to all of our customers. This barely begins to scratch the surface of the "spam" issue. Further information can be found at the sites listed below: http://spam.abuse.net http://www.cauce.org