Article

What Eclipse Support Can & Can’t Help With

Web, Email & DNS Troubleshooting
Created 2025-12-20 12:49:58
Updated 2025-12-27 10:41:35
Views 413

This guide explains the scope of support provided by Eclipse Support and helps you understand where our responsibility begins and ends.
Our goal is to keep the hosting platform stable, secure, and accessible, while empowering customers with clear documentation for self-management tasks.

What Eclipse Support Can Help With

Eclipse Support focuses on server-level services, platform access, and Eclipse-managed systems.

Email Support (Eclipse Webmail Only)

We fully support email when accessed through Eclipse Webmail, which is part of the Eclipse Portal.

We Can Help With

  • Sending and receiving issues within Eclipse Webmail

  • Webmail login problems

  • Server-side email delivery issues

  • Email bounces caused by server configuration

  • Email authentication issues (SPF, DKIM, DMARC)

  • Checking mail logs at the server level

Supported Interface

✔ Eclipse Webmail (Roundcube via Eclipse Portal)

Email Clients & Third-Party Apps (Limited Support)

Email clients such as:

  • Outlook

  • Mac Mail

  • Windows Mail

  • Thunderbird

  • Mobile mail apps

  • Google Workspace

  • Microsoft 365

are third-party software and not managed by Eclipse.

What We Can’t Support

❌ Troubleshooting email client settings
❌ Fixing syncing issues in Outlook or Mac Mail
❌ Device-specific configuration problems
❌ Third-party spam filtering behaviour
❌ Errors caused by local software or apps

What We Do Provide

✔ Official setup details (IMAP/SMTP/SSL)
✔ Step-by-step documentation guides
✔ Server-side confirmation that email is working

👉 Please refer to:

  • Third-party email guides

Web Hosting & Website Files (No Direct Support)

Eclipse provides the hosting environment, not website development or maintenance.

We Do NOT Support

❌ Editing website files
❌ Fixing broken websites
❌ Debugging PHP, JavaScript, or CSS errors
❌ WordPress plugin or theme issues
❌ Website design or layout problems
❌ Database corruption caused by site changes

This includes:

  • White screen / blank page errors

  • CSS not loading

  • WordPress crashes

  • 500 errors caused by the site code

  • Plugin conflicts

When Will We Step In for Websites

We will assist only if the issue is confirmed to be server-related, such as:
✔ Server outages
✔ Hardware failures
✔ Network issues
✔ Hosting service downtime
✔ Platform-wide service errors

If the server is running correctly, website-level issues remain the site owner’s responsibility.

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