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FAQs

Products
Do I have access to technical support?
You have unlimited access to online technical support as well as telephone support. You also have access to a knowledge base that you can access directly from your administration space. This knowledge base has answers to 80% of the questions our customers ask most often.

If you don't find what you're looking for, you can ask your question on our online technical support interface and it will be handled by one of our technicians. You'll receive a rapid response to your questions in addition to advice about implementation procedures, our technicians may include examples and references to complementary help pages or to other sites that have implemented the suggested techniques.
What do you mean by "online software"?
Our online software is installed on our servers. You have access to this software as a registered member and can use it from any PC that is connected to the internet.

Advantages of online software:
  • Automatic access to new functionalities or updates on existing functionalities with nothing to install because you are working on our servers.
  • Guaranteed solution scalability no matter what operating system you use (Windows, Mac, Linux,).
  • Hosting is included.
  • Easy to set up and start out because there is nothing to install.
Will I always be using the latest version of your software?
Actinic is constantly improving to meet market needs and keep up with technological changes. Our updating policy means that Actinic users will always be using an ecommerce site with cutting edge functionalities. We forge new partnerships on a regular basis with market leaders and provide you with access to these opportunities.
How many products can I include in my catalogue?
You can include as many products as necessary. There is no physical limit to your catalogue. Some of our sites contain more than ten thousand products. Actinic plans charge dependent on how many products you include in your catalogue.

To offer you the fairest price, it's normal that very large sites pay a little more than smaller sites.
Can I link my existing web site to my Actinic store?
Yes. Actinic automatically provides you with a unique shop address to access your store directly. Simply add a new link on your existing website with your shop address and customers will be able to click directly through to your online store.
Can I have a domain name for my online shop?
Yes, you can use any valid domain name for your store. You can point an existing registered domain name at your store or register a new domain name.
What protection does my web site have on Actinic servers?
Our server farm is highly redundant (daily data backup, redundant routers, clustered servers, power supply backup with a 9-day independent run time, air conditioning, etc.), which minimises the risk of equipment failure. The servers are tested every 5 minutes by Keynote-Red Alert, the worldwide leader in website monitoring. Since April 2001, the certified availability rating has been greater than 99.96%.

In addition, we pay the worldwide leader in website security testing (Security Metrics) to ‘attack’ our servers every 15 minutes to make sure they are updated and configured properly to stand up to any possible hacking attacks.
Are the mailboxes you provide protected by an anti-virus?
Absolutely, Actinic email servers are protected by an anti-virus that is updated every 15 minutes.
What system requirements and other prerequisites are needed for using Actinic?
Requirements:
  • Intel Pentium processor or equivalent.
  • True color display.
  • Windows® 7, Vista, XP, 2003, 2000, 98, NT / Apple Mac (recent)/ Linux Client.
  • Internet access.
  • A browser compatible with HTML 3.2 standards (or better), such as Internet Explorer 6.x, Netscape 7.x
  • No disk space needed on your hard drive. All of the files used by Actinic are installed or uploaded on our servers and you manage your ecommerce site from your Internet browser. No disk space is required on your personal computer.
Can I limit the accepted payment amount by credit card if I prefer cheques?
Of course, you can limit each payment type (credit card, cheques, etc.) by country and by amount. To put it more clearly, you can say that above a certain order amount, you want to wait until you cash the customer cheque before shipping their order or that you don't want to accept credit cards from certain countries.
Can I limit my sales to certain countries?
Yes, the shipping calculator allows you to organise your sales and shipping fees by country and to exclude certain countries.
Can customers track their orders directly online without having to send an email or call me?
The Actinic system includes a completely configurable order management and tracking module. The order confirmation email can contain a link to a restricted page of your site where each customer can track their orders.

Pricing Plans
What happens if I need to use more than my plan allowances?
You can upgrade to a higher price plan at any time as and when your requirements change.
Why do you bill for page views rather than bandwidth?
We believe that charging for page views is more relevant to the actual site traffic and therefore a fairer way to charge. As a guideline the average web site page size is between 200kb and 300kb so 10,000 page views is the equivalent of between 2GB and 3GB of bandwidth.
Do all plans include all features?
Yes, all plans include all the features of Actinic, please see the features in detail page.
What support is included in each plan?
Expert advice and help is included in all plans both online or via the telephone. Our UK-based support team is available to answer your queries from 9.00am to 5.00pm, Monday to Friday.
Can I upgrade from the free trial to a paid plan?
Yes, you can easily upgrade your free trial to a paid plan and all of your data will remain.