This policy explains the scope of email-related services provided by JUCRA Digital SL and clarifies the distinction between email infrastructure services and end-user IT support.
Email Support Policy
Prepared by: Craig Edmonds of JUCRA Digital SL
Last Updated: 1st of March 2026
Quick Access Resources
DIY Email Setup Tool
Step-by-step setup guides, automatic configuration tools, and server settings for phones, Outlook, Apple Mail, Thunderbird, and other email applications.
Webmail Access
Access your mailbox directly through our GDPR-compliant SmarterMail webmail platform using any modern web browser.
Costa del Sol IT Support
If you require local device support, Outlook troubleshooting, networking assistance, or on-site IT services, we recommend engaging a dedicated IT provider.
Table of Contents
1. Purpose of This Policy
This policy clarifies the scope of services provided by JUCRA in relation to email infrastructure and explains what is not included within our service offering.
There is an important distinction between:
- Email server infrastructure (which we provide)
- End-user IT support for email software/devices (which we do not provide)
This distinction is critical to understanding the service boundaries.
2. What JUCRA Provides
JUCRA provides professional GDPR-compliant email infrastructure hosted in Europe, including:
- DNS management (MX, SPF, DKIM, DMARC)
- Redundant MX servers
- Mail server infrastructure
- Mailbox creation and management
- Secure authentication systems
- Server-side security controls
- Webmail access
- DIY email setup tools and tutorials
In simple terms:
We provide the engine, the fuel system, and the secure garage.
3. What JUCRA Does NOT Provide
Not Included Within Our Service
- On-site IT support
- Remote desktop troubleshooting
- Outlook configuration
- Apple Mail / Thunderbird setup
- PST / OST repair
- Folder mapping troubleshooting
- Device synchronisation debugging
- Local network troubleshooting
- End-user software training
Why?
We are an infrastructure provider, not an outsourced IT helpdesk.
Local devices, networks, and email software operate outside our control and responsibility.
4. Why We Do Not Provide Email Client Support
4.1 Separation of Responsibility
Business email consists of multiple independent layers:
- DNS & Mail Infrastructure
- Internet Connectivity
- Local Networks
- Individual Computers
- Email Client Software
- Mobile Devices
JUCRA controls layer 1 only.
Most “missing email” or “folder issue” problems occur in layers 4–6.
4.2 Client-Side Email Software Is Unpredictable
Particularly with Microsoft Outlook:
- Outlook stores local PST/OST files
- Outlook may store mail locally instead of on the server
- Profiles can corrupt
- Cached mode may show inconsistent information
- Rules may move mail without user awareness
These behaviours occur entirely on the local machine.
4.3 Liability & Operational Risk
If we begin troubleshooting local machines:
- We become responsible for third-party software behaviour
- We risk liability for local IT problems
- We enter unmanaged environments
- We absorb open-ended support costs
5. Simple Scenario Explanation
Imagine JUCRA provides a secure post office box.
- We guarantee mail arrives at the post office
- We guarantee it is stored securely
- We guarantee redundancy and compliance
- We log delivery
However:
If somebody installs a filing cabinet incorrectly in their office and documents go into the wrong drawer, that is not the responsibility of the post office.
Outlook is the filing cabinet.
We are the post office.
6. If a Client Cannot Configure Their Email Client
We provide:
- DIY setup tools
- Step-by-step tutorials
- Correct server settings
- Secure webmail access
If a user is not comfortable configuring their own email software, they should engage a qualified local IT company.
7. Webmail Availability
We provide a full-featured webmail interface that:
- Works on desktop and mobile
- Syncs directly with the server
- Reflects the true server state
- Bypasses local device issues
Webmail is considered the definitive source of proof regarding whether an email exists on the server.
8. Important Clarification
Providing premium GDPR-compliant email infrastructure does not imply that we provide:
- General IT support
- Outlook troubleshooting
- Mobile device support
- Local machine repair
These are separate professional disciplines.
Just as a hosting company is not automatically your website designer, a mail server provider is not automatically your IT department.
9. Summary
JUCRA Provides
Secure, redundant, GDPR-compliant email infrastructure and webmail services.
JUCRA Does NOT Provide
End-user IT support, Outlook troubleshooting, or local device management.
If your business requires ongoing device management or staff IT support, we strongly recommend retaining a qualified IT services provider.