Premium Support
If you are looking for professional and effective hosting related support to assist with the management of your Web and Email services, simply select one of our Premium Support* packages.
Mail services
• Email setup
• General Email troubleshooting
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We support
Outlook 2007 – 2016 • Mac Mail • Thunderbird • POP and IMAP account setup
Starter
- 150 Credits
- Typically user for
- Email setup
Personal
- 250 Credits
- Typically user for
- Email troubleshooting
Business
- 600 Credits
- Typically used for
- WordPress queries
Bulk
- 1000 Credits
- Typically used for
- Hosting related queries
WordPress
Support
STEPS TO FOLLOW WHEN REQUESTING PREMIUM SUPPORT
- Kindly make your selection from one of the Premium Support plans above.
If you have not yet registered, you will be required to register upon checkout. Registration is required for billing purposes. - You will receive confirmation of your purchase. Kindly submit a request from the client area.
- You can expect a call from one of our agents within 15 – 30 minutes to either assist you in case you selected HIGH priority or schedule a reasonable time to attend to your query, should you have opted for LOW or MEDIUM priority.
In case you require Remote Desktop Support; - Download Anydesk and run the installer. It is a small file and should therefore only take a minute.
- Keep the 9 Digit address (ID) handy as the agent will require this to gain access to your desktop. If you are not a Red Cactus client, kindly have your panel details with hosting and Email credentials handy to ensure that we assist you effectively.
- As soon as the agent has logged onto your computer, you can sit back and relax, while we go to work.
Once the agent has identified the problem, they will confirm the nature of the issue and if we are able to resolve or if it is related to your connection or computer hardware, in which case you will be required to consult with the provider or supplier respectively.
Email Troubleshooting
Besides Email setup in your mail client, Red Cactus also troubleshoots the following warnings and error messages:
Sending and Receiving fails
e-Mail Client refuses to send and/or receive, accompanied by a specific error code, e.g. 451; 551
IMAP Continual synchronization
e-Mail Client is attempting to sync (IMAP) and sending and receiving fails for no apparent reason
No Connection
No connection could be made because the target machine actively refused it
Password prompt
A Pop-up box continues to appear in Outlook requesting the password
Operation timed out
The operation timed out waiting for a response from the receiving (POP) server 0x8004210a
Sending and Receiving error
Task ‘server name – Sending and Receiving’ reported error (0x800ccc0f)
Mail client not responding
e-Mail Client won’t open
Outlook error
A message stating the “Outlook .pst file is not a personal folders file”
Data Error
A “data error” message is displayed after downloading messages
OST Error message
A message “The file username .ost is in use and cannot be accessed”
Cannot view mail folders
e-Mail messages and/or folders seem to have disappeared.
Certificate warning
A pop-up box appears in your e-Mail Client, stating that the “Certificate cannot be verified”
centers
We are making use of co-location technology at these data centers. This means that we are being provided rack space, up links (data connectivity) and power (A and B feed with UPS backup and generator fail over).
DELL, HP, NEC, Synology, Intel
We are currently situated in the Midrand Data Center of Xneelo (PTY). We are in no way affiliated with Xneelo other than procuring space, data and power.
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