Thank you for the update, Webmaster.
Your issue raises a valid point: anyone who hosts customers needs to communicate with their customers.
Sometimes that communication process is neither pleasant, nor agreeable, to one or both of the parties, but they need to be able to communicate and discuss issues which can, and do, arise on a regular basis. Everyone needs to remember that, no matter how well the code is written, there are still hardware, software, and connectivity failures. There are still going to be times when a service or process which has been contracted for is not going to work the way it was understood to work at the time the contract was written.
This has become even more critical with e-mail because of all of the spam and delivery issues. E-Mail servers must be properly configured and the customers must abide by the requirements which have been put into place by a handful of very large ISPs. Failure to comply with the new antispam and delivery protocols will, not might, but will, result in non-delivery of e-mail..
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