Support

SFO.com Support Options:
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We researched multiple ways for us to accommodate the support needs of our customers. In order to keep costs under control, we decided on the following three methods. We call it “Digital Support.”  We feel that these support options will help us maintain our infrastructure costs, while at the same time result in a quick, accurate response to your technical and account related issues.
Before contacting Support Please check the system status and announcements.
Option 1: Live Web Chat - The Best Method for quick response
Available Monday - Friday 10am - 5 pm (Starting March 9, 2009)
We have real time support available. You can speak to us by live web chat. You can access  our customer support services from any computer, on any web browser from just about anywhere. Click on the “Live Help” icon on our main page, located at http://www.sfo.com. There really is a live person and they can help you with email or hosting information.  This is the fastest way to get the information or the help you need.
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Option 2: Dedicated E-Mail support
Available Monday - Friday from 10am - 5pm PST
You can send an email to support@sfo.com We will do our best to respond to support E-Mails within 12 business hours. If you are emailing about an sfo.com email problem please give us alternate ways to get in contact with you. If you have another email address that would be optimal. If Possible please use the Live  Web Support at SFo.com
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Option 3: Support request by phone
Available Monday - Friday from 10am - 5pm PST
You can call our support mailbox at  510-287-8450, option #4 and leave a message. We will try to respond via E-Mail within 48 hours. It is important that you listen to the phone instructions and please give the technicians all the information they require to support you - especially a primary and alternate E-Mail address! This is a message only service. In most cases no one will be available to return your call.  If your sfo.com email is unaccessable you will need an alternative email address to get a response.  If possible we suggest you use the Live Web Chat.
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SFO.com FAQ and Tutorial Info:
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Q. How do I login to my new web mail account?
A. Point your web browser to http://www.sfo.com/webmail and type in your user-name@sfo.com and password. You will find instructions and three choices for web mail clients.
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Q. My login and password do not work - what do I do?
A. From time to time  you will receive an email with the subject: Account information. This will contain the most up to date information on your accounts and how to access the system.
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Q. Where are the tutorials for the new web mail?
A. http://sfo.net/faq/cpanel-x3/cpanel-x3-webmail.html

Q. Where are the settings for my email clients like outlook, applemail and Eudora?
A. Please see the tutorials we’ve posted in the User Tutorial section.
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Q. Will my mail and folders from the Communigate California.com mail server be moved?
A. Yes - we will be moving your existing email and your folders off the old mail.california.com server to the new mail.sfo.com servers. Please note that the user interface for new new email system is slightly different. There are many tutorials (see below) to help walk you through this process.
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Q. What are the features of the new web mail system?
A. After you login to the webmail interface, we allow you to choose from three different email readers. You can find out more about these products at their respective websites. The packages we offer are:
  1. Horde: http://www.horde.org/webmail/
  2. Squirrel Mail: http://www.squirrelmail.org
  3. RoundCube: http://roundcube.net

Q. What is your spam Policy?

A. SFO.com Anti-Spam Policy

This statement applies to those  SFO.com websites and services that
display or link to this notice (“Services”).  SFO.com prohibits the use
of the Services in any manner associated with the transmission,
distribution or delivery of any unsolicited bulk or unsolicited commercial
e-mail (”Spam”). You may not use any Services to send Spam. You also may
not deliver Spam or cause Spam to be delivered to any of SFO.com
Services or customers.

In addition, e-mail sent, or caused to be sent, to or through the Services
may not:

1. use or contain invalid or forged headers;

2. use or contain invalid or non-existent domain names;

3. employ any technique to otherwise misrepresent, hide or obscure any

information in identifying the point of origin or the transmission path;

4. use other means of deceptive addressing;

5. use a third party’s internet domain name, or be relayed from or through a

third party’s equipment, without permission of the third party;

6. contain false or misleading information in the subject line or otherwise

contain false or misleading content;

7. fail to comply with additional technical standards described below; or

8.  otherwise violate the applicable Terms of Use for the Services.

SFO.com does not authorize the harvesting, mining or collection of
e-mail addresses or other information from or through the Services.
SFO.com does not permit or authorize others to use the Services to
collect, compile or obtain any information about SFO.com customers or
subscribers, including but not limited to subscriber e-mail addresses,
which are SFO.com  confidential and proprietary information. Use of the
Services is also subject to the applicable Privacy Statement and Terms of
Use.

SFO.com does not permit or authorize any attempt to use the Services in
a manner that could damage, disable, overburden or impair any aspect of
any of the Services, or that could interfere with any other party’s use
and enjoyment of any Service.

If SFO.com believes that unauthorized or improper use is being made of
any Service, it may, without notice, take such action as it, in its sole
discretion, deems appropriate, including blocking messages from a
particular internet domain, mail server or IP address. SFO.com may
immediately terminate any account on any Service which it determines, in
its sole discretion, is transmitting or is otherwise connected with any
e-mail that violates this policy.

Nothing in this policy is intended to grant any right to transmit or send
e-mail to, or through, the Services. Failure to enforce this policy in
every instance does not amount to a waiver of SFO.com rights.

Unauthorized use of the Services in connection with the transmission of
unsolicited e-mail, including the transmission of e-mail in violation of
this policy, may result in civil, criminal, or administrative penalties
against the sender and those assisting the sender