Questions
The web site:Payment methods:
- How may I pay?
- Are my details and transactions secure?
- What is your Refund Policy?
- What's your ABN and do I need to know?
- What happens if a service expires?
General account interface:
- I've lost my passwords, how do I get my passwords back?
- I've lost my passwords and the server my email account was on has disappeared. What now?
- I got the error message "Authorization Required." What does this mean?
- I'm logged in as a Tech Contact, but, I can't view and change some information. Why?
- How long do I have to wait before I can log back in? Is there a time-out for the session?
- How can I add more people/staff to my authorised contacts for outage notifications?
- Our Tech Contact has left us. How do I (the Accounts Contact) obtain and change their password?
- I really don't want to list an email address on your site.
Subscriptions and Slots:
Other things:
- Are you members of the TIO?
- What's your Mission Statement?
- No, really! What's your Mission Statement?
- How many times has The Doctor saved the Earth from the Nestene menace?
Answers
The web site
Q. Which browsers are supported?
Recommended browsers include:
- Firefox (multi-platform),
- Opera (multi-platform),
- Text/Curses based browsers such as w3m, Lynx, and Links.
We support and test against Microsoft's Internet Explorer (6.x and above), but, never recommend it. We do the same for Apple's Safari browser.
Q. Which is the prefered contact method?
Where possible, we prefer contact by email or the SSL Secured Contact Form.
If your email hasn't been responded to in 24 hours, please resend it. Please ensure you send your mail to the generic email contacts (eg, support@, sales@, etc) rather than direct to an individual who may be away on the day.
Payment methods:
We provide the following payment options:
- Payment by Visa, Mastercard or Bankcard. No card details are stored on this site.
- Direct Deposit to our account: only available for our consulting services.
- Cheque from an Australian bank: only available for our consulting services.
Your card agency will automatically make any required currency conversions. Transactions will appear on credit card statement as by 'Automatic Networking, Yokine AU'.
Q. Are my details and transactions secure?
This site uses an SSL encrypted interface throughout, not just for purchases. Card data verification to our payment gateway providers is also done over an SSL encrypted link. We do not store your card data.
Q. What is your Refund Policy?
We don't provide refunds for software registration, as the Shareware model provides you with your opportunity to determine if it suits your needs.
We will refund for our network services where it can be demonstrated that we were unable to provide a service of merchantable quality.
We'll also refund where the client did not have legal authority to enter into a contract with us (eg, credit card fraud, identity theft, etc).
Q. What's your ABN and do I need to know?
Our ABN is 73-099-822-965. You only need to know this if you're claiming the GST as an input credit with the Australian Taxation Office, the tax department in Australia.
Q. What happens if a service expires?
The service will simply cease being provided. We do not keep your card details on file, so you will never unexpectedly see charges on your statement from us.
Account interface
Q. I've lost my passwords, how do I get my passwords back?
Request your password through the Recover Passwords page.
Q. I've lost my passwords and the server my email account was on has disappeared. What now?
Contact us.
Q. I got the error message 'Error 401: Authorization failed' What does this mean?
You've most likely mistyped your username and/or password. They're both case sensitive.
Q. I'm logged in as a Tech Contact, but, I can't change some information. Why?
The only things we don't allow Tech Contacts to do is to delete an account or remove slots from Subscription Blocks. This is to ensure that subordinate employees may not cause financial harm to an account holder.
Q. How long do I have to wait before I can log back in? Is there a time-out for the session?
On our site, each page is authenticated as you access it. There are no 'sessions' as such. In order to completely log out of our service, you will need to close your browser.
Q. How can I add more people/staff to my authorised contacts for outage notifications?
To do this, we would suggest making one or both of the contact email addresses an alias or an internal staff mailing list.
Q. Our Tech Contact has left us. How do I (the Accounts Contact) obtain and change their password?
Change their contact address with the Change User Info page, then use the Recover Passwords page and follow the directions.
Q. I really don't want to list an email address on your site.
You don't have to. An email address without a '@' symbol will be changed to 'nobody' (meaning email won't ever be sent out for that account). The downside: you won't be able to reclaim your password if you lose it.
Subscriptions and Slots:
Q. Subscription Blocks? Slots? Huh?
The easiest way to explain it is to visualise it...
This is a Subscription Block with 10 unused slots.
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This is a the same Subscription Block with three slots used:
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For example, if this were a Full DNS subscription, then each of those used slots would represent a Full DNS zone which is being hosted on our servers.
Add another 5 Slots and you have a 15 slot Subscription block:
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Remove 10 slots from this and you have a 5 Slot Subscription Block:
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The principle benefit of using Subscriptions and Slots is they can be easily re-used. You can remove whatever is hosted in a slot (depending on what service is being provided) and re-use the slot without having to sacrifice the old one's remaining expiry time or buy new access for its replacement.
Q. Does a Slot marked 'disabled' count as a used Slot?
Yes. Marking a slot disabled disables the services for that slot but it continues to take its place in the Subscription. To free the slot, its content must be removed.
Other things:
Q. Are you members of the TIO?
No. The legislation does not cover us. While we do provide DNS, MX and Usenet services, we do not supply Internet access of any link-size or type. Specifically, under 87(5) of the Telecommunications Act 1997 (Australia), we are not:
- A carriage service provider who supplies:
- A standard telephone service, where any of the customers are residential or small business customers; or
- A public mobile telecommunications service; or
- A carriage service that enables end-users to access the Internet; or,
- A standard telephone service, where any of the customers are residential or small business customers; or
- A carriage service intermediary who arranges for the supply of a service referred to in (a) (i), (ii) or (iii).
Q. What's your Mission Statement?
The opinion here is that Mission Statements are produced only by management teams who have way too much time on their hands and spend it trying to impress one another.
To those who believe companies need mission statements, our message is this: Nobody really cares about that sentence of meaningless buzzwords. Not you, not your staff, not your customers and not the general public.
Q. No, really! What's your Mission Statement?
'To create great stuff and sell it at a profit.'
Q. How many times has The Doctor saved the Earth from the Nestene menace?
Our company is not in any way connected with the BBC's long running Doctor Who sci-fi TV and radio series, though we are certainly great fans. The Autons in Doctor Who were living shop-window maniquins created by the Nestenes who terrorised Londoners, mainly in the 1970s. They returned as the alien menace in the first episode of the new Doctor Who series from BBC Wales in 2005. (For the record though, the answer is 3.)