Smart Site Solutions: Email Terms and Conditions

Email Terms and Conditions

The following terms and conditions apply to SmartSite Solutions email services.

Use of Microsoft Outlook 2003 Software

SmartSite Solutions Exchange Mail accounts include licensing for Outlook Client Software. The license fee is included with the monthly SmartSite Solutions service fee. Mailbox owners are permitted to install the software once on one PC for each Microsoft Exchange 2003 mailbox. Sharing of a single mailbox is not permitted unless additional licenses are purchased on a monthly basis for each user. If you cancel your SmartSite Solutions Exchange Mail account you are responsible for uninstalling any Outlook client software that is licensed as part of the SmartSite Solutions service.

Size of mailbox

Each mailbox has a storage quota. This is in place to protect your account and others from potentially large volumes of email sent to a single address that could materially affect the email system server. Additional storage can be purchased though your control panel. It is the mailbox owner's responsibility to ensure that his/her mailbox does not reach its allocated level. SmartSite Solutions cannot be responsible for email lost due to full mailboxes. You can check your mailbox size from your control panel.


It is the mailbox owner's responsibility to keep his/her password confidential, and to change the password on a regular basis. SmartSite Solutions is not responsible for any data losses or security issues due to stolen passwords. SmartSite Solutions recommends that you use passwords that contain numbers and symbols in order to prevent unauthorised users from guessing commonly-used choices (i.e. '12345', 'password', etc.).

Technical support

Please see our online support site - with knowledge articles, how to articles and FAQ's. Additionally, we provide email and phone support - details can be found at support.

Control panels and server management

SmartSite Solutions provides web-based account and server management via a control panel. This is designed to give you control over your account and the Microsoft Exchange server features. You can use your control panel to perform most of the routine account and server management tasks. Online help is available from SmartSite Solutions' support website.

Service availability

SmartSite Solutions monitors the server as a whole but does not monitor individual mailboxes. The Exchange server uses SMTP, a 'store-and-forward' email protocol, to deliver outbound messages. This protocol does not guarantee immediate delivery of email messages. By default, the Exchange server makes a delivery attempt every ten minutes three times; after that the server will attempt message delivery every fifteen minutes. If there is no successful delivery attempt within twelve hours, a delay notification will be emailed to the sender. If there is no successful delivery attempt within two days, the message will be returned to the sender.

Scheduled maintenance

To guarantee optimal performance on the servers, it is necessary for SmartSite Solutions to perform routine maintenance. Such maintenance often requires taking SmartSite Solutions Exchange servers off-line, typically performed during off-peak hours. SmartSite Solutions will give you advance notice of maintenance requiring the servers to be taken off-line whenever possible.


SmartSite Solutions makes every reasonable effort to ensure mailbox security at all times. We do this through a combination of various network security policies, load balancing and redundant systems. We make every reasonable effort to ensure the integrity of data on our systems. On the rare occasions where there may be a problem with specific mailbox data, it is the mailbox owner's responsibility to notify us. We cannot guarantee to restore data and we accept no liability for the loss of any such data.

Server storage capacity

Each Exchange account is allotted an aggregated storage capacity initially equal to the total storage capacity of each mailbox. This storage capacity is shared among all mailboxes and public folders within your account; the quota cannot be exceeded. For an additional fee, you may increase your account storage capacity at any time from within the control panel.

Mailbox and Public Folder storage capacity

In addition to the aggregate account storage capacity, each mailbox and public folder also has its own storage limit. When the storage capacity is reached on an individual mailbox or folder, the Exchange servers shall stop sending or receiving messages. SmartSite Solutions is not responsible for service unavailability or data loss caused by any mailbox or folder exceeding its storage capacity. To prevent such occurrences, you can manage mailbox and public folder storage limits at any time from within the control panel.

Top level folders and sub-folders

The Exchange Server retains ownership of the two top layers of the public folder hierarchy, 'Public Folders', and, under that folder, the 'All Public Folders'. Users of Microsoft Outlook can create as many Public folders as they wish under the existing folders, and these can be of any type allowed by the Exchange server (appointment, contacts, mail, notes, journal, or tasks).

Anti-virus checking

SmartSite Solutions installs anti-virus software on its email servers for all Advanced and Exchange mailboxes. This software is configured to check messages coming into the email server. If a virus is detected, the message is deleted. No notification is sent to either recipient or sender of the message. Messages sent between mailboxes on the SmartSite Solutions platform are not checked.

Anti-SPAM message filtering

SmartSite Solutions runs anti-SPAM software on its email servers for all Advanced and Exchange mailboxes. You can determine the levels of spam protection from within your control panel.

SmartSite Solutions also runs anti-SPAM software on outbound email from all mailboxes, and reserves the right to mark or delete any messages determined to be SPAM.

Ownership of data

All data created or stored by you within SmartSite Solutions' applications and servers are your property. SmartSite Solutions shall allow access to such data by only authorised SmartSite Solutions personnel. SmartSite Solutions makes no claim of ownership of any web server content, email content, or any other type of data contained within the accountholder's server space or within applications on SmartSite Solutions' servers.

Customers are responsible for backing up their email before upgrading or removing mailboxes.

Free 30 day trial (email accounts only)

You must provide us with a valid domain name, which could be used with your email package, or register a new domain name during signup.

You may not use the same domain name for more than one free trial.

If you don't cancel your email package before the end of the 30 day free trial, we will automatically charge your credit/debit card for your first month/year's service following the trial period.

The free trial is available to existing SmartSite Solutions customers, only when signing up for a new account via the website.

Use of email account

If SmartSite Solutions identify a mailbox or domain that is causing problems; we will either remove the offending mailboxes or change their settings to resolve the issue. In extreme cases, we will disable email or suspend all services to the domain as appropriate.

For details of what is not allowed by SmartSite Solutions and our spam/ illicit material policies please see our Acceptable Use Policy section of our terms of service.

Email retrieval and timescale

SmartSite Solutions' policy on maintaining stable data-transfer levels includes a deletion process for email as follows: (i) all mail in IMAP 'Trash' folders will be deleted automatically after 7 days. Such mail is checked for nightly; (ii) if a mailbox is not accessed for 60 days, either by POP or IMAP, all mail over 90 days old will be deleted automatically. This process will be repeated nightly until the mailbox is accessed again; (iii) Root mailboxes that are not accessed for 90 days will have their quota reduced to 1MB automatically (with any existing mail over this new quota deleted). If the Root mailbox is accessed again, its quota will be increased back to the original 50MB (Root mailboxes being Standard mailboxes). Note that after 90 days, the Root mailbox will have already undergone a cleanup after 60 days of inactivity. SmartSite Solutions does not accept any responsibility whatsoever for any deleted mail.

Please note: by signing up for any of our services you agree to be bound by all SmartSite Solutions terms and conditions.