Email Services Policy
Clear information about Webmail, Microsoft Outlook, Apple Mail, Google Workspace, Microsoft 365 and the email support services provided by TD Interactives.
Reliable Email Access With Clear Support Options
TD Interactives provides professional email hosting and technical assistance for businesses using our hosting services.
Clients may use our standard Webmail service or choose an external enterprise email platform such as Google Workspace or Microsoft 365.
This policy explains the differences between these services, our recommended setup, the level of support provided and the responsibilities of the email user.
A Simple And Reliable Way To Access Your Email
Roundcube Webmail connects directly to the email server and does not depend on a separate desktop or mobile email application.
Direct Server Access
Webmail connects directly to your mailbox, making it easier to confirm whether the email service itself is working correctly.
No Software Required
There is no need to install Microsoft Outlook, Apple Mail or another email application.
Access From Anywhere
You can access your email using a supported web browser whenever an internet connection is available.
Emergency Backup
If a third-party email application stops working, Webmail may still allow immediate access to your mailbox.
Your Direct Email Login
Most TD Interactives hosting clients can access Webmail using their own domain name followed by /webmail.
https://yourdomain.com.au/webmail
Sign in using your full email address and mailbox password.
View Step-By-Step TutorialsUsing Outlook, Apple Mail Or Another Email App
You may choose to connect your mailbox to a third-party email application on your computer, phone or tablet.
Initial Configuration Assistance
TD Interactives can provide the required incoming and outgoing server settings and assist with the initial configuration where reasonably possible.
Third-Party Email Applications Are Outside Our Direct Control
Microsoft Outlook, Apple Mail, Thunderbird and mobile email applications are developed and maintained by independent software providers.
These applications may experience issues that are not caused by the TD Interactives mail server, including:
Troubleshooting these applications may require remote computer access and may incur TD Interactives' standard technical support fee.
Use Webmail Before Reporting An Email Outage
If Outlook, Apple Mail or another email application suddenly stops sending, receiving or synchronising email, first log in through Webmail.
If your mailbox works normally through Webmail, this usually indicates that the mail server is operating and that the problem is limited to the application, device, internet connection or local settings.
Open your internet browser.
Visit your domain followed by /webmail.
Sign in using your full email address and password.
Check whether you can send and receive email.
Protecting Your Mailbox And Password
Every email user is responsible for taking reasonable steps to protect their mailbox credentials, devices and business information.
Use A Strong Password
Use a long, unique password containing a combination of uppercase letters, lowercase letters, numbers and symbols.
Keep It Private
Do not share mailbox passwords unnecessarily or reuse the same password across multiple services.
Protect Your Devices
Keep your computer, phone, operating system, browser and security software updated and protected.
Log Out On Shared Devices
Always log out after accessing Webmail from a shared, public or borrowed computer.
Be Careful When Saving Email Passwords In Your Browser
Allowing a browser to remember your Webmail password can be convenient, but it may create additional risk if another person accesses your device or if the device becomes compromised by malicious software.
We do not recommend saving Webmail passwords on public computers, shared computers or devices without reputable security and antivirus protection.
Passwords stored on a client's device remain the responsibility of the device owner and user.
Multi-Factor Authentication And Enterprise Email
Standard Roundcube Webmail does not provide all the enterprise-level identity and device management features available through Google Workspace or Microsoft 365.
Businesses that require additional security should consider an enterprise email platform.
Need Stronger Email Security?
TD Interactives recommends Google Workspace or Microsoft 365 for businesses requiring Multi-Factor Authentication and advanced security.
Discuss Enterprise EmailCompare Your Email Options
The following table provides a general overview. Features may vary depending on the subscription plan selected from Google or Microsoft.
| Feature | Roundcube Webmail | Google Workspace | Microsoft 365 |
|---|---|---|---|
| Included With Eligible TD Hosting | |||
| Browser-Based Email Access | |||
| Desktop Email App Support | IMAP | Available | Native Exchange |
| Multi-Factor Authentication | |||
| Shared Calendars | |||
| Advanced Administration | Basic | Advanced | Advanced |
| Separate Provider Subscription | |||
| Suitable For Enterprise Security | Limited |
Domain And DNS Setup Assistance
Where a hosting client chooses Google Workspace or Microsoft 365, TD Interactives can assist with the initial domain and email DNS configuration.
Initial DNS setup assistance is provided without an additional setup fee for eligible TD Interactives hosting clients. Google Workspace and Microsoft 365 subscription fees remain payable directly to the respective provider.
Support From Google Or Microsoft
Google Workspace and Microsoft 365 are operated by their respective providers. Issues involving platform licensing, billing, account administration, application functionality or provider outages may need to be addressed directly through Google or Microsoft support.
TD Interactives may still assist with domain DNS records, website-related configuration and general guidance where reasonably possible.
How Email Support Requests Are Prioritised
Support priority depends on whether the issue affects the server, an entire organisation, an individual mailbox or a third-party application.
Complete Mail Server Outage
Multiple users cannot access Webmail or send and receive email due to a confirmed server-side problem.
Mailbox Unavailable Through Webmail
A mailbox cannot be accessed directly through Webmail because of a server-side account or authentication issue.
Email Delivery Investigation
Investigation of delayed messages, rejected messages, spam filtering, DNS records or sender reputation issues.
Outlook Or Device-Specific Fault
Webmail works, but Outlook, Apple Mail, a phone, tablet or another application is not connecting or synchronising correctly.
Setup, Training And Password Assistance
New device setup, mailbox configuration, email signature assistance, tutorials or general training requests.
When Additional Support Fees May Apply
Remote troubleshooting may incur a support fee where the issue relates to a client's computer, phone, tablet, operating system, antivirus software, internet connection or third-party email application.
Examples include repairing Outlook profiles, configuring multiple devices, resolving local synchronisation problems or investigating settings changed by another user or provider.
Where the issue is confirmed to be a fault within a TD Interactives-managed mail server, normal server-side investigation will not be treated as third-party remote support.
Using Your Email Service Responsibly
Keep mailbox passwords secure and confidential.
Use strong and unique passwords for every mailbox.
Protect computers and devices with reputable security software.
Avoid saving passwords on public or shared devices.
Notify TD Interactives promptly if unauthorised access is suspected.
Do not use the email service for spam, fraud or unlawful activity.
Maintain independent copies of critical business records where required.
Keep recovery contact information current and accessible.
No Email System Is Completely Risk-Free
TD Interactives takes reasonable steps to provide reliable email hosting and technical support. However, no email service can be guaranteed to operate without interruption or be completely protected against spam, phishing, malware, hacking, delivery rejection or third-party network problems.
Email delivery may also be affected by the recipient's mail server, spam filters, sender reputation, attachment limits, DNS records, internet providers and external security systems outside the control of TD Interactives.
This Email Services Policy should be read together with the TD Interactives Terms & Conditions, Website Hosting Terms, Privacy Policy and Acceptable Use Policy.
Get The Right Email Setup For Your Business
Learn how to access Roundcube Webmail, request email configuration assistance or speak with TD Interactives about Google Workspace or Microsoft 365.
