Service News
Updated 108 days ago
UK Live Server Maintenance - Starting 21-Oct-2024
07:48 on 07th Oct
We will be carrying out some maintenance during the week commencing Monday 21st October at 09:00.
Sevices will remain available whilst the maintenance is carried out, but there is a risk of some minor disruption.
Sevices will remain available whilst the maintenance is carried out, but there is a risk of some minor disruption.
Server Maintenance - Monday 13th November
13:22 on 13th Nov
We will be performing some server maintenance between 21:00 and 23:00(GMT) tonight.
Services will remain available while the maintenance work is carried out, with a low risk of some minor disruption.
Services will remain available while the maintenance work is carried out, with a low risk of some minor disruption.
An Update on our Email for Life Security and Older Email Clients
14:21 on 16th Sep
We previously announced in May that we were making some changes to our Email for Life security settings and how it may affect those of you who use older email clients to access your messages. To enable users with older clients to have continued service for a period of time, we reverted the changes but noted that we would continue rolling out these required security changes later this year.
In the first week of October, we will be fully rolling out these security changes to all Email for Life services. We would urge all our Email for Life customers to update your operating systems and email clients to the latest versions to guarantee future compatibility.
As a guide, the following email client versions and later should be considered the minimum requirements:
Outlook 2003 on Windows 8.1
Outlook 2016 on OSX 10.11
MacMail on OSX 10.12
Mail on iOS 11
Mail on Android 5
Outlook 2016 on OSX 10.11
MacMail on OSX 10.12
Mail on iOS 11
Mail on Android 5
For the technical among you, if your email client supports TLS version 1.2 you should see no disruption to your service via an email client.
If you require any support on this matter or have any questions, please send a message to our Helpdesk support team via the normal support routes available through your Email for Life service.
How can we help you?Phone SupportPhone Policy IT Support TeamThe IT Support is here to support you with any technical query you may have about your account or our services. Our team operates entirely from our online Helpdesk via email, for which you can message at any time at help@aluminati.net or the unique help email address for your institution. With that in mind, we would like to clarify that this team does not provide over the phone support due to the long resolution times needed for such queries. Our remote-only support means that the cost to your accounts are kept as low whilst still providing quick and reliable support. We understand that in some instances, email-only support cannot be conducted in order to correct the error. For these exceptions, we offer a premium option which is chargeable on a time block basis. PricingGold and Silver customers, as a part of their subscription, are allowed two 15-minute free sessions within one term. Free and Pro accounts are required to pay the below standard fee.
All Phone Support sessions will need to be paid for via a Bank Transfer. Remote softwareWhen you require a phone support appointment, we will ask you to install remote access software so that we can view and/or take control of your device. Teamviewer is the best software available for remote access and we use this for all over-the-phone troubleshooting. Before your appointment, you will need to have this installed. All you need to do is click and download:
All Phone Support sessions will have to be booked in advance and are up to one hour in length (four - fifteen minute slots). When a support ticket is escalated into a phone appointment, you will be requested to prepare for the phone call with all the necessary information that is needed for troubleshooting, as well as having the remote software pre-installed. The support team will then confirm a date with and request your phone number. Appointments can be canceled and rescheduled without notice if the user wishes. There is no penalty for this. Our support team will work with you to troubleshoot and correct the issue using the Teamviewer software, which will allow us to view your screen as well as make changes directly to your account. When the call has been completed, a follow-up email will be send by our support team to confirm:
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