1. I would like to set up an email account what do I do?
Please fill out this form and download this pdf. We only support Outlook Express due to the majority of customers who use this program. If you require a different email client support, phone support is available at $65.00/ hour. Please email support@firmsupport.com.

2. How much will an additional email account with my domain name cost?
The cost for an email account to set up is $15.00. We have a monthly charge of $1.00 per month per email address.

3. Does my monthly charge include an email account?
Typically yes, but please refer to your original contract.

4. My site is down. How do I reach you?
If you feel there is a problem with your site being down and it is due to non-payment, please contact accounting at 914-418-4001 x1. Otherwise, contact the outages extension at x250. Sometimes we do maintenance on our server. Under normal circumstances we do this maintenance after 7 pm on weekdays or during weekends, which is when the traffic for our sites is at its lowest. There are times when emergencies arise where maintenance is required during heavy traffic hours. In the past this has always been kept to a minimum.

5. I need an FTP account what do I do?
All accounts include one FTP account. If you need an additional account please email support@firmsupport.com - with your name - your phone number - and your site name

6. How do I FTP to my site?
You first need to have FTP access setup. Please contact technical support to have an FTP account setup. Please email support@firmsupport.com - with your requested User ID and Password. Please specify your domain name. Using your own FTP client program, you input your domain, username, and password to begin transferring files.

7. I need another domain name. What do I do?
Firm Support Software, Inc. is a domain registrar. You can register your domain yourself or we can obtain a domain name for you. If we do it for you, the cost is $35.00/yr per name acquired.

8. I need a domain name transferred from another server. How do I do this?
Firm Support Software, Inc. is a domain registrar. You can transfer your domain yourself or we can do it for you. If we do it for you, the cost is $50.00, provided your name and current email address are listed with the registrar as the contact for the site.

9. Do you set up vanity names?
We charge $25.00 to put a vanity name in our DNS, which also includes adding this domain name to your current site. If you would like an additional site for this vanity name you will need to pay the going rate for hosting for this site in addition to the set up charge.

10. I need technical support for a particular program. Can you help me?
We provide technical support for programs we currently use in our office. The charge is $120.00/hr for phone support with a one hour minimum charged. If you would like us to come to your office please inquire for our current pricing.

11. I would like to have my own server. Can you host this for me?
Please email support@firmsupport.com with your requirements and we will send you a work order/contract with a quote via email. We require your signature on both, both to be faxed to 845-943-6496. Please include your phone number.

12. I need some changes or custom programming on my site. Can you program this?
Please email support@firmsupport.com with your requirements and we will send you a work order with a quote via email. We will need the quote signed and faxed back to 845-943-6496.

13. Do you guarantee custom programming?
Custom programming requires a signed work order or letter of agreement. If you need some custom programming please call 1-855-879-3476 x2

14. Who do I contact about my bill?
For accounting and billing questions please call 914-418-4001 x1 or email accouting@firmsupport.com.

15. Can I pay by credit card?
Yes. Please contact Accounting at 914-418-4001 x1 or email accouting@firmsupport.com.

16. Can FirmSupport help me get my site linked?
Get linked to the search engines with this unique service. A custom configured program will submit your site to multiple search engines for link consideration. The setup cost is $800. Please call 1-855-879-3476 x2 for more details.

For our Able Commerce customers

1. I need to train a new employee on the back office of our store. Can you help me?
We charge $120.00/hr for custom technical support for your store. If you would like on-site technical support, please call our office at 1-855-879-3476 x2

2. How can I add coupons and gift certificates to my store?
We are happy to be able to provide coupons and gift certificates for our Able commerce customers. The charge for set up is $800.00 and a monthly charge of $25.00. Please email support@firmsupport.com with your name and phone number.

3. I would like to able to collect NY state taxes on my site. Is this possible?
We can custom code this for your site. Please email support@firmsupport.com

4. Is there an Affiliate Marketing Program?
The affiliate marketing program plugs directly into your eCommerce store. It gives you the ability to build up an advertising network of affliates to attract users to your site. You choose the payment amount for each affiliate and only pay them when purchases are made. The setup is $1500 and the monthly cost is $25. Please call 1-855-879-3476 x2 for more details.

5. Can I send marketing email to my customers?
Send 4 waves of 5000 emails per month to your clients and registered users. Email marketing is the most inexpensive way to reach your clients. Email marketing has proven to be the most effective way to dirve visits and sales. The setup is $800 and the monthly cost is $25. Please call 1-855-879-3476 x2 for more details.