Sales Questions

Billing Questions

  • How do I renew my domain name?

    Option #1: If you prefer to have our staff renew your domain name for a $35/year fee, please renew by clicking here. (Please be sure to fill out both online forms). Or, feel free to call our office at (717) 290-6760 or email us at billing@sharpinnovations.com. Discounts are applied when you renew your name after your first year.

    Option #2: You can renew your domain name yourself at the registrar of your choosing. Please note, if you incur problems with renewal (i.e. - not re-registering it correctly) we charge a minimum fee of $100.00 per hour to fix the registration problems (if they can be fixed). Most of our clients find it convenient for us to reserve it (using option #1).

  • How do I know when my domain name will expire?

    You can do a "WHOIS lookup" for your domain and check the expiration listing. Here are the steps:

    1. Go to the ICANN Lookup page. https://lookup.icann.org/
    2. Enter your domain name (for example, yourcompany.com) and press Lookup.
    3. In the results, look for the expiration date. It will look something like this:
      • Domain Name: YOURCOMPANY.COM
      • Registrar: (the company your domain is registered with)
      • Created: 1999-04-15
      • Expires: 2027-04-15
    4. If you’re not sure what you’re looking at, contact us and we’ll check it for you.

  • What billing options exist for clients?

    We offer several different billing options for web hosting services for your convenience:

    • Monthly Credit Card Billing - (All major credit cards - Automatically billed the first day of each month. Automatic payments wave the $5.00/month processing fee.)
    • Monthly Echeck Billing (Debiting) - (Automatically billed the first day of each month. Automatic payments wave the $5.00/month processing fee.)
    • Monthly Check/ACH Billing (Mail-In Payment) - (Subject to a $5.00 processing fee.)

    All terms are due by invoice date. If you have further billing questions or would like to switch billing options please email billing@sharpinnovations.com.

Support / Design Policy Questions

  • What are your web maintenance policies?

    Our five maintenance program plans can be found on our hosting and maintenance plans page. For clients that are already on a maintenance program, the following rules apply for turnaround time on update requests:

    1. Sent in via our online request form - up to 3 business days
    2. Sent in via email at: support@sharpinnovations.com - up to 5 business days.
    3. Send in via fax request form at (717) 290-6877 - up to 10 business days
    4. Sent in via US Postal Mail or walk-in delivery - up to 15 business days

  • What is covered under my maintenance plan?

    Following is a list of items typically covered by a monthly maintenance plan, as well as a list of items that are not covered:

    Covered Support: No additional charge under a monthly maintenance plan.

    • Text additions or deletions
    • Photo additions or deletions
    • Page additions (or deletions) using existing page design
    • Basic navigational changes (delete or add one nav. item)
    • Basic form additions (request info, news sign-up, etc.)
    • PDF and other document additions or deletions
    • Pre-edited video insertion or deletion
    • Link additions or deletions
    • Color or background image changes
    • (And all of the other usual support... help with email setup, etc.)

    Billable Design: A separate estimate will be provided for each request.

    • Text styling (creating of graphics-based type that cannot be "highlighted")
    • Creation of pages with new designs (i.e., not based on existing page design)
    • Navigation restructuring (more than one navigation addition or removal)
    • Graphic element design, manipulation and insertion
    • Additions of (or revisions to) gradients, shadows, blurs or other design techniques
    • Photo retouching or manipulation
    • Video editing, compression or manipulation
    • Sound editing, compression and insertion
    • Dynamic form layout and integration

    New Project: A sales agent will contact you to discuss

    • New site functionality (shopping carts, news tickers, admin functions, etc.)
    • Site redesigns (more than 50% of site requested to be reworked or changed)
    • Search Engine Optimization and PPC
    • Identity and logo creation or revisions
    • New content writing
    • Photography or video creation
    • Print or other marketing materials

    Please keep in mind that the list above could not possibly cover all of the possible scenarios that we encounter. This states that we reserve the right to change or alter this list as necessary to ensure fairness for all of our clients.

  • Can you explain the domain transfer process?

    If the client has already registered a domain name, we will request the domain name, account number, and password. If the client doesn't have this information, they will need to reach out to their domain registrar and provide proof of ownership of the domain. If the client doesn’t know who their domain registrar is, they will need to contact the Sharp Innovations support team and they can look up that information and provide it to the client. After the domain transfers over (typically 2-5 business days), we will immediately post the current web site or a temporary landing page until the new web site is complete.

Technical Questions

  • How do I create an automatic email response while I am away on vacation?

    In order to setup a vacation message, log in to the email control panel as your email user. To do this, go to your site's user administration login page by going to http://webmail.yourdomain.com:8443. At the popup window, click 'Yes' on the security notice to initiate a secure communication between your computer and the server. A login page with three boxes will load. Enter your email username, domain name and password where requested.

    After your login is complete, click 'email' on the left hand side, and then click on 'vacation message' at the top. Next, click 'edit' and then type the message that you would like to return to the sender. The "subject" variable will be replaced by the actual subject of the message they had sent to you. Click the checkbox next to "Enable Vacation Message" and then click the save button. When you are ready to stop the auto-responder, visit this same page to disable it.

    Other user administration directions can be found after you login-just click on help for directions and other options. If you have additional questions, please call tech support at Sharp Innovations (717) 290-6760 or e-mail support@sharpinnovations.com.

  • How do I check my email when I am not at my office (Web-mail)?

    It's easy to access your email from any computer with internet access. In the web browser, simply type "webmail.(yourdomain).com (i.e. mail.abccompany.com). A login screen will appear and ask you for your username and password. The username is just like your primary email address and your e-mail password (you cannot log in with an alias).

    Once you are logged in, click on the subject of a message to read it. If you point your mouse at the icons across the top, description boxes will show each button's function. If you have additional questions, please call tech support at Sharp Innovations (717) 290-6760 or email support@sharpinnovations.com.

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