Customer Support

How to Reach Customer Support

First, check this website to see if your problem or issue has been addressed. If you can’t find an answer to your question, email us , or call (402) 477-8300. If you call after office hours (9am to 5pm Central Time), please leave a voice mail message (marked urgent). To mark the message as urgent, after recording your message, press the # key, then press 1 for delivery options. For urgent delivery press 2. If marked urgent, someone from our support staff will be paged and will return your call as soon as possible. Also, the support at 4w.com email account is checked after hours and on weekends.

If you would like a technical support individual – please call (402) 477-8300 and ask for support. You will then be instructed to click here to download the Encrypted Support connection software.

For billing inquiries, please call 402-489-4411 or email billing@4w.com.
Have a question about your account, or a suggestion you would like to share?
Simply fill out the Information Analytics Customer Service Form, and one of our Customer Service representatives will be happy to look into it for you.

If you would like to remove a service from your account, please complete our Service Removal Form.

Service Removal Form

Software and Hardware Installation and Configuration

If you need assistance installing, configuring or maintaining hardware or software, please call us. We offer several levels of support, or we’ll refer you to someone who can help.

Shopping Carts and Product Catalogs

We offer several ways to add a shopping cart or product catalog to your website. We have two versions of our ASP-based cart software – one that works with static (regular html) and does not use a database to store product information. The full storefront version uses a database to store product info and prices, and generates the product and category pages dynamically. For Linux/PHP we support WordPress and Joomla!.

Email Lists and Email Advertising

Our customers must comply with the CAN SPAM ACT. For more information, see the FTC website: Can Spam Act

How to comply:
How to Comply with the CAN-SPAM Act of 2003
A 10-Point Checklist for Marketers

Common Problems and Solutions

Support Categories

Web hosting support

Email support

Joomla support

WordPress support

Network and Service Outages

We will post any significant or long-duration outages or server downtime to our Twitter account: http://www.twitter.com/IAAlerts/. We monitor all our services constantly from three different locations. We’ll receive pager alerts if any services are down for more than a couple of minutes. If there is an extended outage, or if we have to perform maintenance on a server that takes more than a few minutes, we’ll post a message on our Twitter IA Alerts account. Please note that we can’t monitor all websites individually, but we do monitor sites on each server, and we also perform regular end-to-end database query tests on at least one site on each server.

Accessing Your Account

The My Account Login link at the top of the site will allow you to access some of the account information in our customer database. You can also use it to order your site promotion package when your website is ready to go online. The page is password protected. All accounts have been assigned a password– if you signed up through our online ordering system you would have entered a password at that time. If you don’t know your password, you can request that the server email your password to you, using the administrative email account you gave us when you signed up. If you encounter any problems with this service, please let us know.

IMAIL Webmail Login

DNS Servers and Transfers

We can host your primary and secondary DNS (domain name services). It’s best to use the DNS services provided by your domain name registrar, however if that is not possible, we can host it for you. If your domain name registrar is enom.com, we can configure DNS using their name servers. If you’re moving from another hosting company, please use the following name servers and notify us, so we can configure your domain. Note that if you want us to host your domain name, you must notify us so we can configure it on our server.

Primary: dns.infoanalytic.com 204.27.195.10
Secondaries:
ns5.dnsmadeeasy.com 208.94.148.13
ns6.dnsmadeeasy.com 208.80.124.13
ns7.dnsmadeeasy.com 208.80.126.13

SSL Certificates

We resell GeoTrust and Comodo Instant SSL Certificates for use on websites. Please see our SSL page for pricing. If you need a certificate for your storefront or transfer of sensitive data to and from your website, we will need to assign a dedicated IP address to your website. This is an enhanced service that will require switching to a hosting package that includes e-commerce. Contact us for more information.

To order a certificate, we’ll need your legal company name and address, plus some form of documentation that proves your company’s identity and that you have the right to use the domain name. Acceptable forms of documentation are listed on the Comodo Validation Guidelines web page. Please email your document to support@4w.com or fax it to: 402-695-7375.