Email Support Policy Print

Email Support Policy
Prepared by: Craig Edmonds of JUCRA Digital SL.
Last Updated: 1st of March 2026
PDF Download Version 254kb

Table of Contents

1. Purpose of This Policy
2. What JUCRA Provides
3. What JUCRA Does NOT Provide
4. Why We Do Not Provide Email Client Support
   4.1 Separation of Responsibility
   4.2 Client-Side Email Software Is Unpredictable
   4.3 Liability & Operational Risk
5. Simple Scenario Explanation
6. If a Client Cannot Configure Their Email Client
7. Webmail Availability
8. Important Clarification
9. Summary

Additional Resources
DIY setup tool is located at: www.jucra.com/setup/
Webmail is located at: www.jucra.com/email/
Costa del Sol IT Support: www.tanukidata.com

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.

There is recurring confusion between:

• Email server infrastructure (which we provide), and

• End-user IT support for email clients (which we do not provide).

This distinction is critical.

2. What JUCRA Provides

JUCRA provides professional email infrastructure hosted in Europe under GDPR compliance, 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 (desktop and mobile compatible)

• A DIY email setup tool with full configuration instructions and tutorials

In simple terms:

We provide the engine, the fuel system, and the secure garage.

3. What JUCRA Does NOT Provide

JUCRA does not provide:

• On-site IT support

• Remote desktop troubleshooting of local machines

• Configuration of Outlook, Apple Mail, Thunderbird, etc.

• Diagnosis of local email client corruption

• PST / OST repair

• Folder mapping troubleshooting

• Device synchronisation debugging

• Local network troubleshooting

• End-user training on email software

We do not operate as an outsourced IT helpdesk.

We are an infrastructure provider.

4. Why We Do Not Provide Email Client Support

There are several important reasons:

4.1 Separation of Responsibility

Business email consists of multiple independent layers:

1. DNS & Mail Infrastructure (servers)

2. Internet connectivity

3. Local networks

4. Individual computers

5. Email client software (e.g. Outlook)

6. Mobile devices

JUCRA controls layer 1.

We do not control layers 2–6.

Most “missing email” or “folder issue” problems occur in layers 4–6, which are outside our control.

4.2 Client-Side Email Software Is Unpredictable

Particularly with Microsoft Outlook:

• Outlook creates local data files (PST/OST)

• Outlook can store mail locally instead of on the server

• Outlook can create duplicate folders

• Outlook can map to incorrect sent folders

• Outlook profiles can corrupt

• Cached mode can cause display inconsistencies

• Rules can move mail without user awareness

These behaviours occur entirely on the local machine.

The mail server does not control them.

4.3 Liability & Operational Risk

If we begin configuring or troubleshooting local machines:

• We become responsible for third-party software behaviour

• We risk being blamed for local IT issues

• We enter environments we do not manage or control

• We absorb open-ended time and cost exposure

This is not sustainable and not within our service model.

5. Simple Scenario Explanation

To explain this clearly:

Imagine JUCRA provides a secure post office box.

• We guarantee the mail arrives at the post office.

• We guarantee it is stored securely.

• We guarantee redundancy and compliance.

• We log delivery.

• We archive it.

However:

If someone installs a filing cabinet in their office incorrectly, and documents go into the wrong drawer, or the cabinet malfunctions, that is not the post office’s responsibility.

Outlook is the filing cabinet.

We are the post office.

6. If a Client Cannot Configure Their Email Client

We provide:

• A full DIY setup tool

• Step-by-step tutorials

• All correct server settings

• Secure webmail access as a temporary or permanent solution

If a business user is not comfortable configuring their own email software, they should:

Engage a local IT company.

Email client configuration is a standard IT support task.

It is not a server infrastructure task.

7. Webmail Availability

We provide a full-featured webmail interface that:

• Works on desktop

• Works on mobile browsers

• Syncs directly with the server

• Reflects the true server state

If there is ever uncertainty about whether an email exists on the server, webmail provides the definitive view.

Webmail bypasses all local device issues.

Webmail is the source of proof of any emails.

8. Important Clarification

Providing premium GDPR-compliant European email infrastructure does not imply that we provide:

• Local machine support

• Outlook troubleshooting

• Mobile device configuration

• General IT services

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, compliant email infrastructure.

JUCRA does not provide:

End-user IT support.

If you require ongoing IT support for staff devices, we strongly recommend retaining a qualified IT services provider.

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